Shipping policy

Shipping Policy

Effective Date: September 1, 2025

1. Introduction

At Pure Aqua Escape LLC., we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, www.PureAquaEscape.com.

2. Shipping Destinations

Countries We Ship To:

We are continually working to expand our shipping destinations. Please check back regularly for updates.

3. Shipping Costs

Domestic Shipping:
- Standard Shipping: Free shipping on all orders
No Hidden Fees:
- All shipping costs are calculated and displayed at checkout. There are no hidden fees.

4. Order Processing Time

Processing Time: Orders are processed within 1-2 business days (Monday to Friday, excluding holidays).
Order Cut-Off Time: Orders placed before 4:00 PM EST will begin processing the same day.
Weekend and Holiday Orders: Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Time

Domestic Shipping: Standard Shipping: 2-7 business days
Notes: Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.

6. Shipping Methods and Carriers

Reliable Carriers: e.g., USPS, UPS, FedEx. We partner with reputable carriers to ensure your package arrives safely.
Shipment Tracking: All orders include tracking information, which will be provided via email once your order has shipped.
Insurance: Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

7. Order Tracking

After your order has been shipped, you will receive an email containing your tracking number, carrier name, and a link to track your package.

How to Track Your Order: Visit www.PureAquaEscape.com/track-order or the carrier's website and enter your tracking number.
Assistance: If you have questions or need assistance with tracking, please contact our Customer Service.

8. Delivery Issues

8.1 Delayed or Lost Packages

Delayed Delivery: If your package is delayed, please contact us at Support@PureAquaEscape.com or (860) 606-4699.
Lost Packages: If tracking says "delivered" but you haven't received it:
- Verify the shipping address.
- Check with neighbors or building management.
- Contact us for further assistance.

8.2 Damaged Packages

Reporting Damage: Take photos of the damaged packaging and items and contact us within 7 days.
Resolution: We will work with you to arrange a replacement or refund as appropriate.

9. Missing Items

Reporting Missing Items: Contact us within 7 days with your order number and details.
Resolution: We will investigate and resolve the issue by sending the missing item(s) or offering a refund.

10. Return and Refund Policy

Returns: Accepted within 30 days of receiving your order. Items must be unused and in original packaging.
Return Shipping Costs: Customer responsibility unless the item is defective; we cover costs if the return is due to our error.
Refunds: Processed within 14 days after receiving the return to the original payment method.

11. Incorrect Address

Please ensure all shipping information is correct. We are not responsible for orders shipped to incorrect addresses. If a package is returned, we will contact you for reshipment; additional charges may apply.

12. International Customs and Duties

Import duties, taxes, and charges are the buyer's responsibility and are not included in the item price or shipping cost.

13. Contact Information

Customer Service Email: Support@PureAquaEscape.com
Customer Service Phone: (860) 606-4699
Address: Pure Aqua Escape LLC., 37 Richmond Lane, West Hartford, CT, 06117

Available Monday to Friday, 9 AM to 5 PM EST.

14. Changes to Policy

We reserve the right to modify this Shipping Policy at any time. Changes take effect immediately upon posting.

Thank you for shopping with Pure Aqua Escape LLC.!