FAQ

Welcome to the Purlpivot FAQ page. Here you can find answers to frequently asked questions about ordering, payments, shipping, delivery, order changes, returns, refunds, and after-sales support.

Purlpivot is operated by HONG KONG DOME INTERNATIONAL LIMITED.

If you need additional assistance, please contact our customer support team:

Email: support@purlpivot.com
Phone: +85295331498

To help us assist you efficiently, please include your Order Number and the email address used when placing your order.

Ordering & Payments

Q: How can I use a discount code?

You can apply an eligible discount code during checkout.

Please follow these steps:

  1. Choose the product you would like to purchase and click “Add to Cart.”
  2. Proceed to checkout.
  3. On a mobile device, tap “Show order summary” if needed to display the discount code field.
  4. On desktop, enter your discount code in the applicable field shown during checkout.
  5. Confirm that the discount has been successfully applied before completing payment.

Discount codes may be subject to specific terms, expiration dates, minimum purchase requirements, or product restrictions.

Q: What payment options are available?

Purlpivot accepts a variety of payment methods, which may include:

  • Major credit cards
  • Major debit cards
  • PayPal
  • Apple Pay
  • Google Pay

Available payment methods may vary depending on your location, device, and checkout availability.

The payment options available for your order will be displayed during checkout.

Q: How much does shipping cost?

Shipping charges may vary depending on your delivery destination, order details, shipping method, or applicable promotions.

Any applicable shipping charge will be displayed during checkout before you complete your purchase.

If your order qualifies for a free shipping promotion, the applicable discount will be applied according to the promotion terms.

The final shipping cost displayed at checkout will apply to your order.

Shipping & Delivery

Q: How long does it take to process my order?

Orders are generally processed within 1–3 business days after payment confirmation.

Orders placed on weekends or public holidays may begin processing on the next business day.

Processing may take slightly longer during holidays, promotional periods, or other high-volume periods.

Q: Do you offer international shipping?

Purlpivot offers shipping to supported destinations.

Shipping availability may depend on the product and destination address. The shipping options available for your order will be displayed during checkout.

Q: When will my order arrive?

After your order has been processed and dispatched, standard delivery generally takes approximately:

United States:
5–10 business days after dispatch

Other countries and regions:
10–20 business days after dispatch

Delivery times are estimates and are not guaranteed.

Actual delivery times may vary due to:

  • Destination country or region
  • Customs clearance
  • Carrier delays
  • Weather conditions
  • Public holidays
  • Local delivery conditions
  • Other circumstances beyond our reasonable control

For more information, please refer to our Shipping & Delivery Policy.

Q: How do I track my package?

After your order has been shipped, we will send you a shipping confirmation containing your tracking information.

You can use the tracking number provided in your shipping confirmation to track your shipment through the applicable shipping carrier or a supported global parcel tracking service.

Q: Why is my tracking number not updating?

Tracking information may take approximately 24–72 hours after shipment to become active or update in the carrier's system.

Tracking updates may also temporarily pause while a shipment is:

  • Moving between carriers
  • Passing through customs
  • Moving between distribution centers
  • Waiting for local carrier processing

A temporary lack of tracking updates does not necessarily mean that the package has been lost.

Q: Why did my order arrive in separate packages?

Some products may be fulfilled separately depending on product availability, order details, or shipping arrangements.

If your order is divided into multiple shipments, each package may have its own tracking number and may arrive at different times.

Q: Will I have to pay customs duties or import taxes?

International shipments may be subject to customs duties, import taxes, handling fees, or other charges imposed by your destination country or region.

Unless otherwise stated during checkout, these charges are generally the responsibility of the customer and are not included in the product price or shipping fee charged by Purlpivot.

Customs processing may also result in additional delivery time.

Order Changes & Cancellations

Q: Can I change my shipping address, recipient name, or phone number?

If you need to update your shipping information, please contact us within 12 hours after placing your order.

Please provide:

  • Your Order Number
  • The email address used when placing your order
  • The complete corrected shipping information

We will make reasonable efforts to accommodate your request.

However, once your order has entered fulfillment, shipping preparation, or has already been dispatched, we may no longer be able to make changes.

Customers are responsible for providing complete and accurate shipping information when placing an order.

Q: Can I change the quantity or other items in my order?

Please request any order changes within 12 hours after placing your order.

We will make reasonable efforts to make the requested change before fulfillment begins.

However, once an order has entered fulfillment or shipping preparation, modifications may no longer be possible.

Q: Can I cancel my order?

Cancellation requests should be submitted within 12 hours after placing the order.

We will make reasonable efforts to accommodate your request. However, once the order has entered fulfillment, shipping preparation, or has already been dispatched, cancellation may no longer be possible.

If your order has already been shipped, you may need to wait until the item is delivered and then request a return in accordance with our Return & Refund Policy.

Delivery Problems

Q: My package is delayed. What should I do?

If your package has not arrived within the estimated delivery period, please check the tracking information first.

Carrier or customs delays can sometimes extend delivery beyond the estimated timeframe.

If tracking has not updated for an extended period or the delay appears unusual, please contact our customer support team so we can review the available shipment information.

Q: What happens if my package is lost?

If the shipping carrier confirms that a package has been lost in transit, Purlpivot will review the circumstances and provide an appropriate resolution.

Depending on the situation, this may include:

  • A replacement shipment
  • A refund
  • Another reasonable resolution

We may need to obtain additional information or confirmation from the shipping carrier before providing a final resolution.

Q: Tracking says “Delivered,” but I cannot find my package. What should I do?

If tracking shows that your package has been delivered but you cannot locate it, please first check:

  • Your mailbox or normal delivery location
  • Other household members
  • Neighbors
  • Building reception or management
  • Any safe location where the carrier may have left the package

You may also contact the shipping carrier directly for additional delivery information.

Purlpivot will assist in reviewing available shipping information where appropriate.

However, we cannot guarantee a replacement or refund when the carrier's records confirm successful delivery.

Returns & Refunds

Q: What is your return period?

Customers may request a return within 30 calendar days from the date the order is delivered.

The 30-day return period begins on the date you receive your order, not on the order date or shipment date.

Return requests submitted after the applicable return period may not be accepted.

Q: What items are eligible for return?

To be eligible for a return, the item should generally:

  • Be unused and in its original condition
  • Include original packaging and accessories where applicable
  • Include proof of purchase or a valid Order Number
  • Meet the requirements of our Return & Refund Policy

Because Purlpivot offers beauty and skincare products, certain products may not be eligible for return once they have been opened, used, or unsealed for hygiene or safety reasons. Product-specific restrictions may apply.

Q: How do I request a return?

Please do not return products without first contacting us and receiving return instructions or authorization.

To request a return, contact:

Email: support@purlpivot.com
Phone: +85295331498

Please provide:

  • Your Order Number
  • The item you wish to return
  • The reason for the return
  • Photos or other supporting information where applicable

If your return is approved, our customer support team will provide the applicable return instructions.

Q: Where should I send my approved return?

Approved returns should be sent to the following address unless our customer support team provides different instructions:

HONG KONG DOME INTERNATIONAL LIMITED
UNIT 35, FLAT B, 11/F, WONG KING IND BUILDING
2-4, TAI YAU STREET
SAN PO KONG, HONG KONG

Please include your Order Number or other identifying information with the return package as instructed by our customer support team.

Do not send a return before receiving return instructions or authorization.

Q: Who pays for return shipping?

Return shipping responsibility depends on the reason for the return.

If you are returning an item because of customer preference, such as:

  • Changing your mind
  • Ordering the wrong product
  • No longer wanting the product
  • Choosing an unsuitable option

the customer is generally responsible for the return shipping costs.

If the return is caused by a verified Purlpivot error, such as:

  • A damaged item
  • A defective item
  • An incorrect item being shipped
  • Another verified fulfillment error

Purlpivot will cover reasonable return shipping costs in accordance with our Return & Refund Policy.

Return shipping arrangements should be approved by our customer support team before the item is sent back.

Q: How long does it take to receive a refund?

Once an authorized return has been received and inspected, we will normally complete the refund review within 5 business days.

If your refund is approved:

  • The refund will be issued to your original payment method.
  • We will process the approved refund within 5 business days.
  • Your bank, credit card issuer, or payment provider may require an additional 3–7 business days for the refund to appear in your account.

The exact posting time depends on your financial institution or payment provider.

Q: Are original shipping charges refundable?

For returns caused by customer preference, original shipping charges, if any, are generally not refundable unless required by applicable law.

For verified damaged, defective, incorrect, or other eligible items caused by a Purlpivot fulfillment error, we will provide an appropriate refund, replacement, or other resolution in accordance with our Return & Refund Policy.

Damaged, Defective & Incorrect Orders

Q: My order arrived damaged. What should I do?

If your order arrives damaged, please contact us within 7 calendar days after delivery.

Please provide:

  • Your Order Number
  • The email address associated with your order
  • Clear photos or videos showing the damage
  • A clear photo of the shipping label, if available
  • A brief description of the problem

Please keep the product, packaging, shipping label, and other relevant materials until your claim has been reviewed.

After reviewing the information, Purlpivot will provide an appropriate resolution in accordance with our applicable policies.

Q: What should I do if the product is defective or has a quality problem?

If you believe your product is defective or has a quality-related problem, please contact us within 7 calendar days after delivery.

Please provide:

  • Your Order Number
  • A description of the issue
  • Clear photos or videos showing the problem

After reviewing the claim, we may offer an appropriate resolution, which may include a replacement, refund, or another reasonable solution depending on the circumstances.

Q: I received the wrong item. What should I do?

If you receive an item different from what you ordered, please contact us within 7 calendar days after delivery.

Please provide:

  • Your Order Number
  • Photos or videos showing the item received
  • Details of the incorrect item
  • A clear photo of the shipping label, if available

After verification, Purlpivot will arrange an appropriate resolution in accordance with our Return & Refund Policy.

Q: Something is missing from my order. What should I do?

First, check whether your order was divided into multiple shipments, as different products may arrive in separate packages.

If all shipments have been delivered and an item or component is still missing, please contact our customer support team and provide:

  • Your Order Number
  • Details of the missing item or component
  • Photos of the products and package received, where applicable
  • A photo of the shipping label, if available

We will review the order and shipping information and assist you with the appropriate next steps.

Beauty & Skincare Products

Q: Can I return a beauty or skincare product after opening it?

Certain beauty and skincare products may not be eligible for return once they have been opened, used, or unsealed due to hygiene or safety considerations.

Return eligibility may depend on the specific product and its condition. Please contact customer support before sending an item back.

Q: Can I return a product if I do not like the results?

Cosmetic and skincare products may produce different experiences for different individuals.

Purlpivot does not guarantee particular cosmetic or skincare results. If you wish to request a return because you are dissatisfied with a product, eligibility will be determined according to our Return & Refund Policy, including any applicable condition or hygiene restrictions.

Q: Where can I find product information?

Product-specific information, including available specifications, descriptions, ingredients, directions, warnings, or other applicable information, should be reviewed on the relevant product page and product packaging.

If you have a question about a particular product before purchasing, please contact our customer support team.

Account & Communication

Q: I did not receive my order confirmation email. What should I do?

First, check your:

  • Spam folder
  • Junk folder
  • Promotions folder

Please also confirm that the email address entered during checkout was correct.

If you still cannot locate your order confirmation, contact our customer support team and provide the email address used during checkout.

We will help verify your order information.

Q: I have not received my tracking number. What should I do?

Tracking information is generally provided after your order has been processed and shipped.

Please remember that orders are generally processed within 1–3 business days.

If your order has already shipped but you cannot find your tracking email, please check your spam, junk, or promotions folders.

If you still cannot locate the tracking information, please contact our customer support team.

Still Need Help?

For additional assistance, please contact:

Purlpivot Customer Support

Email:
support@purlpivot.com

Phone:
+85295331498

Customer Service Hours:
Monday to Friday, 9:00 AM (GMT-8) – 5:00 PM (GMT-8)

Company:
HONG KONG DOME INTERNATIONAL LIMITED

For complete terms and conditions regarding shipping, returns, refunds, payments, and purchases, please refer to our Shipping & Delivery Policy, Return & Refund Policy, Payment Policy, Terms of Purchase, and Terms of Service.