Things to Know Before Buying (Q&A)
If you haven't received an order confirmation email, there are several possible reasons:
▲ Your email address is incorrect or your inbox is full, preventing successful delivery.
▲ The free email address provided by the portal website you are using may be blocked due to server issues (e.g., PChome, Yahoo, QQ, 163, etc.).
▲ You can check your order history at 【My Account (login required) > Order History】. If you can find your order, it means your order has been completed.
Delivery and Logistics Issues
★ Please be sure to fill in the correct shipping information (e.g., recipient, shipping address, contact number) to avoid package delivery failure. If you have a preferred delivery time or special instructions, please leave a message in the order remarks section, and we will assist in conveying them to the courier.
★ If you find that your address is incorrect after placing your order, please email customer service at info@purnexxt.com for assistance in correcting it.
How long will it take to receive my order after placing it?
▲ After ordering, the estimated delivery time is approximately 21 days! Please note: During special holidays (such as Singles' Day, Christmas, Chinese New Year, etc.), product shipments may be delayed. We recommend placing your order early to ensure you receive your goods faster!
Regarding Order Inquiry/Modification/Cancellation
★ To check your order details, please go to 【My Account (you need to log in with your member email account) > Orders】.
★ Once an order is placed, it cannot be modified or cancelled, including items, quantities, etc.
★ If you need to change information, such as payment or shipping methods, please contact customer service at info@purnexxt.com. Our staff will contact you as soon as possible.
★ To maintain product and shopping quality, our company reserves the right to modify or cancel orders.
Product Inquiry
★ Our products are sourced directly from German pharmacies and brand-certified local distributors, guaranteeing authenticity and genuine German manufacturing. Proof of purchase is available for all product lines.
★Germany places great emphasis on supply quality. Product packaging will have the expiration date (day/month/year) or the expiration date after opening (e.g., 12M, use within 12 months after opening and proper storage; some skincare products may have an expiration date on the outer packaging due to German regulations. Please contact customer service if you have any questions).
★German products emphasize simple and environmentally friendly packaging. Cardboard boxes are rarely sealed with an additional layer of plastic, so minor damage is more likely during transportation. Please understand!
When does product XXX expire?
▲This website cooperates with local German manufacturers, importing goods from Germany weekly to ensure the supply of the freshest products on the market. Please refer to the product page for the exact expiration date. If it is not marked, please contact customer service for inquiry.
After-sales service - 7-day inspection period
★Due to hygiene and safety considerations for health foods and personal hygiene considerations for cosmetics, please confirm that you receive the correct item before shipping. Returns and exchanges are not accepted unless the item is incorrectly shipped, severely damaged, or defective.
★Product damage will be assessed and handled by customer service. If the damage is due to personal preference, dissatisfaction with the product, or expiration date, please keep the product brand new and unopened. Customer service will arrange for the logistics company to return the product.
★Upon receiving the product, please immediately check for any abnormalities. If you have any concerns, please contact customer service within 2 days of receiving the product (attaching photos of the product and packaging). A dedicated person will assist you.
Why is the product packaging worn upon receipt?
▲Our products are shipped from Germany DIRECT to home delivery . While the German manufacturer packs them tightly, minor bumps and scratches during transit are unavoidable. Please understand that the outer box may occasionally have minor scratches and abrasions.
How long does it take to receive a refund when returning an item?
▲After you submit a return request to customer service, we will process the refund after confirming receipt of your item.
▲We will process refunds according to the original payment method. Credit card refunds take approximately 5-10 business days (excluding holidays).
Does the customer need to pay for returns and exchanges?
▲If the product is deemed damaged and eligible for return or exchange after inspection, a specialist will contact you to arrange return shipping. Shipping costs will be paid by us; the customer will not need to pay additional costs.
▲If the return or exchange is due to personal preference, the customer will be responsible for the shipping costs when returning the item to our company.
Customer Service Contact Information
★If you have any suggestions or questions regarding our products, ordering process, or services, please feel free to contact our official customer service email address: info@purnexxt.com. A dedicated representative will contact you.
Customer service hours: Monday to Friday: 9:00 AM - 6:00 PM
Please leave a message beforehand on Saturdays, Sundays, and public holidays. A customer service representative will reply to you as soon as possible on a business day!!!