Shipping Policy
SHIPPING POLICY
Last Updated: October 24, 2026
Thank you for shopping with Purenlla.
This Shipping Policy explains where we ship, how orders are processed, applicable shipping fees, estimated delivery times, and how to obtain assistance with delivery issues.
Purenlla is operated by Taiyuan Taitou Jianxi Trading Co., Ltd., which manages product sales, order processing, fulfillment coordination, customer support, and after-sales services for purchases made through purenlla.com.
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SHIPPING DESTINATIONS
We currently ship to the United States.
Available shipping services for your delivery address will be displayed at checkout.
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ORDER PROCESSING
Orders are typically processed within 1–3 business days after payment has been confirmed.
Processing includes order verification, product preparation, packaging, and shipment arrangements.
Business days are Monday through Friday, excluding applicable public holidays. Orders placed on weekends or public holidays normally begin processing on the next business day.
During periods of high order volume, holidays, or inventory disruption, processing may take longer. If a significant delay affects your order, we will contact you using the contact information provided at checkout.
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SHIPPING METHODS AND FEES
Standard Shipping
Order Amount: $0.00–$38.99
Shipping Fee: $3.99
Estimated Delivery Time After Dispatch: 10–15 business days
Free Shipping
Order Amount: $39.00 and above
Shipping Fee: Free
Estimated Delivery Time After Dispatch: 10–15 business days
Express Shipping
Shipping Fee: $6.99
Estimated Delivery Time After Dispatch: 10–15 business days
Express Shipping is the name of an additional shipping option. Its current estimated delivery window is the same as Standard Shipping and Free Shipping; choosing this option does not guarantee faster delivery.
Please review the shipping method, applicable fee, and final order total before completing your purchase.
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HOW DELIVERY TIMES ARE CALCULATED
The estimated delivery windows above begin after your order has been dispatched. They do not include the 1–3 business days required for order processing.
For an order processed within the standard timeframe, the combined processing and delivery estimate is approximately 11–18 business days after payment confirmation.
Delivery estimates are not guaranteed arrival dates. Actual delivery may be affected by carrier schedules, customs clearance where applicable, public holidays, weather, or local delivery conditions.
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SHIPPING ORIGIN AND FULFILLMENT
Orders may be fulfilled from our own or partner facilities, including facilities outside the United States, depending on inventory availability and the delivery destination.
Our registered business address is not necessarily the location from which an order is shipped.
If you need information about the expected shipping origin of a particular product, please contact service@purenlla.com before placing your order.
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ORDER TRACKING
After dispatch, we will send a shipping confirmation to the email address provided at checkout, including tracking details when available.
Tracking information may not appear immediately after a shipping label is created. Please allow time for the carrier to collect and scan the package.
If you have not received your shipping confirmation after the expected processing period, or if tracking has not updated for an extended period, please contact service@purenlla.com with your order number.
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SHIPPING ADDRESS CHANGES
Please check your delivery address carefully before completing checkout.
If you notice an error, contact service@purenlla.com as soon as possible and include your order number and the correct address.
We will try to accommodate changes before dispatch, but changes may no longer be possible once fulfillment or carrier processing has begun.
If an address error causes a delivery problem, we will help review the available options. Any proposed reshipping charges will be explained before you agree to proceed.
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DELAYED, LOST, OR UNDELIVERED PACKAGES
If your order has not arrived within the estimated delivery window, your tracking has stopped updating for an extended period, or your package appears to be lost, please contact service@purenlla.com.
Please provide:
• Your order number;
• The delivery address used for the order;
• Your tracking number, if available;
• A brief description of the issue.
We will review the shipment and work with the relevant fulfillment partner or carrier to investigate.
If a package is confirmed lost or cannot be delivered, we will arrange an appropriate replacement, refund, or other resolution based on the circumstances.
If tracking shows “Delivered” but you have not received the package, please check with household members, your building reception, and any designated delivery location, then contact us for assistance. A delivered tracking status alone will not automatically close your claim or prevent us from investigating.
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DAMAGED OR INCORRECT DELIVERIES
If your order arrives damaged, contains an incorrect product, or is missing an item, please contact service@purenlla.com as soon as reasonably possible.
Include your order number, a description of the issue, and photographs of the product and packaging where relevant.
For confirmed damage, defects, incorrect items, or fulfillment errors attributable to us or our fulfillment partners, we will provide an appropriate replacement, refund, or return solution at no additional cost to you.
Please refer to our Return & Refund Policy for further information.
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CUSTOMER SUPPORT
For questions about shipping, tracking, delivery delays, or missing packages, please contact:
Customer Support Email:
service@purenlla.com
Customer Support Hotline:
+86-351-7341395
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT
Please include your order number when contacting us about an existing order.
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BUSINESS INFORMATION
Brand Name:
Purenlla
Legal Company Name:
Taiyuan Taitou Jianxi Trading Co., Ltd.
Website:
purenlla.com
Business Address:
Room 702, Guoqiang Hotel, No.180 Kouzhuang West Road, Pingyang Road Sub-district, Xiaodian District, Taiyuan City, Shanxi Province, P.R.China
Customer Support Email:
service@purenlla.com
Customer Support Hotline:
+86-351-7341395
Purenlla is operated by Taiyuan Taitou Jianxi Trading Co., Ltd.