Frequently Asked Questions
How long does it take for your customer support team to respond?
We aim to respond within 30 minutes, but in most cases, it may take up to 12 hours.
What payment methods do you accept?
We currently only accept PayPal payments. Our payment system is being continuously improved, and we plan to roll out credit card payment options in the near future.
Where do you ship from?
We currently ship directly from our supply base in China.
How much is shipping?
We do not offer fixed-rate or free shipping. Shipping costs are calculated at checkout based on the weight and size of the products ordered. Shipping fees vary by region.
Shipping costs are automatically calculated based on the weight, size, and destination country/region of your order. You can add items to your cart and use the shipping estimator in the cart to enter your country/region/postal code to check the shipping cost.
Which countries do you ship to?
We currently ship to the following regions: United States, Canada, United Kingdom, Germany, France, Australia, Japan, Singapore, and Hong Kong.
I didn’t receive a confirmation email. What should I do?
Check your spam folder! If you still can’t find it, please email pureasylifequip@gmail.com with as many details as possible.
Can I change or cancel my order?
Once your order has been shipped, we cannot change or cancel it. If your order has not been shipped yet, please contact us immediately so we can assist you. Send an email to pureasylifequip@gmail.com.
What should I do if I ordered the wrong size or product?
If your order has not been shipped yet, please email pureasylifequip@gmail.com as soon as possible. Once the order has been shipped, we are unable to make any changes.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. Can’t find the tracking info in your email? Just send an email to pureasylifequip@gmail.com with your order number, and we’ll assist you.
How long will it take for my order to arrive?
Orders are processed and shipped within 3-5 business days. Delivery times vary by country and address, but typically, it may take 15-20 business days for your order to arrive.
Please note that delays may occur due to holidays, weekends, or other unforeseen circumstances, which could result in longer shipping times.
My tracking number hasn’t been updated for a few days, and I’m concerned it may be lost. What can I do?
If your tracking number has been stagnant for a week, please contact us. Email pureasylifequip@gmail.com, and we’ll be happy to assist you.
What should I do if I received the wrong or defective product?
We apologize for the inconvenience! Please email pureasylifequip@gmail.com with your order number and photos of the incorrect item so we can resolve the issue. We are committed to protecting your rights.
What should I do if I’m not satisfied with my product after receiving it?
Please contact us at pureasylifequip@gmail.com to discuss your concerns or issues. We will work with you to find a satisfactory solution. Your legal rights are always protected.
Can I exchange or return an item?
Yes, we offer exchanges and returns within 30 days of receiving the product. If there is any product quality issue or damage during transit, please contact us first via pureasylifequip@gmail.com to discuss the matter. If a return or exchange is necessary, you will be asked to provide relevant photos, videos, or documentation. After verification, we will arrange the return/exchange process.
Please note that returns are subject to certain conditions. For more information, please refer to our return and exchange policy on our website.