Contact

Purify MD — Contact

Sorted the same way as our policies — what to do before you send the message, and what happens once you have.

Before you write

Two minutes here saves a day of waiting

  • Check whether a page already answers it

    • Where is my order? Start at tracking.
    • Every delivery window, stage by stage — the shipping policy.
    • When a replacement is created, and when it is not — the refund policy.
    • No tracking number yet? Check junk and spam, and search your inbox for “Purify MD”. That is where most of them are.

  • Include what lets us find your order

    1. Your order number. The single most useful thing. It is in your order confirmation email.
    2. The email address you ordered with, where it differs from the one you are writing from.
    3. The billing address on the order — it lets us find you if the order number has gone astray.
    4. Photos, where your question is about the item itself. Three from different angles is ideal.
    One thing about the form

    The contact form on this page cannot carry file attachments. If you need to send photos, email them to support@purifymd.com instead — the form and the mailbox reach the same desk, so nothing is lost by using either.

After you write

What we do, and what we will never do

  • Every message reaches a person and gets an answer

    Email support@purifymd.com, or use the contact form on this page — both reach the same desk. Our support hours are Monday to Friday; a message sent over a weekend is read on the next working day.

  • We never ask you for any of these

    • A full card number, a security code, or an expiry date. Where we need to confirm a payment we ask only for the last four digits. You should never send the rest by email — to us or to anyone.
    • Your account password. We have no reason to know it, and no member of our team will ever request it.
    • Payment through any channel other than our own checkout. We will never ask you to send money by bank transfer, gift card or a payment link from a different domain.
    If a message asks for one of these

    It is not from us, whatever the sender name says. Forward it to support@purifymd.com and delete it. Our only support address is that one, at purifymd.com.

  • The questions we get asked most

    • Can I change my address? Before it ships, write immediately and we will try. After it has gone to the carrier, it is fixed.
    • Can you speed up my parcel? Once it is with the carrier, no one can — not us and not you.
    • Tracking has not moved in days. Inside the published windows that is ordinary, not a fault. The shipping policy sets out the four usual reasons.
    • Can I have a refund? All sales are final. Two situations get a free replacement instead, and the refund policy sets out both.
    • It says delivered and I do not have it. Take the tracking number to your local post office first, then tell us what they said.
The details, in one place
Support emailsupport@purifymd.com
Support daysMonday to Friday
Always includeYour order number
Photos, for a wrong itemThree angles
Attachments on the formEmail instead

If you are not sure which page covers your situation, write to us anyway — sorting that out is our job, not yours.

Marta Sowinska

Customer Care Lead — Purify MD®
Shipping policy Refund policy Track order

 

Last 4 digits only. Never send a full card number.