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September 13th, 2022

Lost Shipment

What to do if your package is lost

Order Status Check

Missing an order? We recommend checking the current status of your order by visiting the Order Status page. Here, you can find:

  • Shipment information
  • Tracking updates and timelines
  • Tracking history
  • Support and return links

Courier Issues

If you believe your order is missing or lost, or your courier-provided status is incorrect, please file a claim with the respective courier to resolve the issue. If you continue to notice irregular delays, please contact us. 

Who's my courier? 

To find out which courier is shipping your order, you can go to your order shipment email that was sent to the email you created your Pura account with. Click on the tracking link to find out which courier you have. 

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Haven't received a shipping confirmation email? 

If you haven't received a shipping confirmation email with your tracking number, your order is most likely on hold. This can happen when an item is out of stock, or on backorder. We recommend utilizing the Order Status page for all updates on the status of your order. 

Verify Your Address

We also recommend that you make sure the address on your order is correct. You can check your order confirmation email to verify the address, or view your shipping address through your account. Visit this article for more information on how to find your address. 

Additional Info

Couriers can be impacted by different events in certain areas. Check for known shipping delays in your area using the links below.


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