01 Order Processing

All orders are processed Monday through Friday, excluding major public holidays. Orders placed before 2:00 PM are typically dispatched the same business day. Orders received after 2:00 PM, on weekends, or on public holidays will be processed on the next business day.

During promotional periods or high-volume order cycles, processing may extend to 2–3 business days. Should your order experience any significant delay, we will notify you promptly via email.

02 Shipping Methods

All orders are shipped via air freight to ensure rapid delivery throughout transit. Delivery times vary by destination country and are influenced by factors such as customs processing, local carrier handoff, and regional holidays.

03 Shipping Costs

Shipping costs are calculated at checkout based on order weight, destination, and selected shipping method. The total shipping fee will be displayed clearly prior to payment.

04 Tracking Information

Once your order has been dispatched, the tracking number will be uploaded to your account dashboard. You may log in to your account at any time to view and track your shipment directly.

Tracking updates are provided by the carrier and may take up to 72 hours to reflect initial movement. If you have not received tracking information within 48 hours of your order confirmation, please contact us at support@pepure.com.

05 International Shipping

We ship to selected international destinations. Please note the following:

• Customs Duties, Taxes & Clearance Fees: For most destinations, import duties, taxes, and customs clearance fees are included in the shipping cost, meaning you will not be required to pay additional charges upon delivery. However, for certain countries where prepayment of these fees is not supported by our carriers, such charges may be collected at the time of delivery. Any applicable charges will be disclosed at checkout before you complete your order.
• Import Compliance: Customers are solely responsible for ensuring that all products ordered comply with the import regulations of the destination country.
• Seizure or Detention by Customs: In the event that a shipment is seized, detained, or held by customs authorities in the destination country, we will re-ship the order at no additional cost to the customer to ensure your rights and interests are fully protected.
• This policy applies to confirmed seizures or detentions that are not attributable to customer error, such as providing incorrect address information or failing to provide required documentation. We are committed to standing behind our customers and ensuring that you receive the products you have ordered, even in the face of unforeseen customs complications.
• Undeliverable Packages: If an international shipment is returned to us due to failure to clear customs or refusal of duties/taxes, we will issue a refund for the product value minus a restocking fee and all shipping costs, including return shipping charges incurred. We are not responsible for reimbursement of duties/taxes paid to the destination country.

06 Address Accuracy

Customers are responsible for providing accurate and complete shipping information at the time of order placement. Please carefully verify your full name, shipping address, including apartment numbers and postal codes, and phone number before submitting your order.

If you realize your shipping address is incorrect after placing an order, please contact us immediately. We will attempt to correct the address before dispatch, but we cannot guarantee changes can be made once the order has been processed or handed over to the carrier.

Pepure is not responsible for packages delivered to incorrectly provided addresses, and reshipping costs will be borne by the customer.

07 Signature Upon Delivery

To ensure the security of your order and verify receipt of temperature-sensitive products, all shipments may require an adult signature upon delivery. This requirement is at our sole discretion and may apply to orders above a certain value or where otherwise deemed necessary.

If you are unavailable to sign for your delivery, the carrier will make up to three delivery attempts. After three failed attempts, the package will be returned to us, and you will be responsible for all associated return and reshipping costs.

We are not responsible for product deterioration due to missed delivery attempts or failure to sign.

08 Product Inspection & Damage Claims

Upon receiving your shipment, please:

1. Inspect the package for visible damage, including crushing, punctures, water damage, or signs of temperature compromise, before signing the delivery receipt. If the package appears damaged, note the damage clearly on the delivery receipt and accept the package conditionally.
2. Open the package immediately upon receipt. Inspect all vials for cracks, breakage, or compromised seals.
3. Verify that the product identity and quantity match your order.

All claims for damaged, defective, or incorrect products must be submitted within 30 days of receipt. Claims submitted after 30 days will not be honored. Please retain all original packaging materials until your claim is resolved, as they may be required for inspection by the carrier or our quality team.

09 Refused Deliveries

If you refuse delivery of your order without first contacting us to arrange return authorization, you will be responsible for all shipping costs, both outbound and return, and a restocking fee of up to 30% of the product value. Refused deliveries are not eligible for a full refund.

10 Force Majeure

We shall not be held liable for any delay or failure to perform our obligations under this Shipping Policy to the extent that such delay or failure is caused by events beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, civil unrest, strikes, labor disputes, government actions, pandemics, epidemics, carrier service disruptions, and severe weather conditions.

11 Returned to Sender

If a package is returned to us due to:

• Three unsuccessful delivery attempts
• Failure to collect from a carrier holding location
• An invalid or incomplete address
• Refusal of customs clearance for international orders

We will contact you to arrange reshipment. You will be responsible for any additional shipping charges required to reship the order. If you choose not to proceed with reshipment, we will issue a refund for the product value minus a 30% restocking fee and all associated shipping costs.

12 Contact Us

If you have any questions or concerns regarding our Shipping Policy, please do not hesitate to contact us: