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Frequently Asked Questions

Orders & Payment

Will I be charged sales tax on my order?

PureCare only charges tax for online orders when we are required to do so by law. Several states and municipalities have passed legislation to charge taxes. These taxes are specific to your shipping address and are imposed by your state and local governments.

How do I cancel my order?

At this time, we are not able to cancel your order once the order has been placed. If you no longer want the items you purchased, you can initiate a return once your items have shipped for up to 30 days from the date of your order. If you choose to receive a refund within 30 days of your original order, PureCare will provide you with a return shipping label and a refund to your original form of payment, minus the cost of the return shipping. If you choose to receive store credit in lieu of a refund, PureCare will cover the return shipping for the products you are returning.

The product I want is sold out. When will it be back?

We want you to have the best information possible. If we know when the item will be back in stock, the expected in-stock date will be provided on the product page. If an item is marked as "sold out" without a date listed, we do not have an expected in-stock date.

What methods of payment do you accept?

We currently accept all major credit and debit cards, Paypal, and Apple Pay.

What if I need to modify the contents of my order?

At this time, we are not able to modify the contents of your order once the order has been placed. If you no longer want the items you purchased, please feel free to initiate a return once your items have shipped, and up to 30 days from the date of your order. If you choose to receive store credit in lieu of a refund, PureCare will cover the return shipping for the products you are returning. If your products are unopened, in brand-new condition, and the return is initiated within 30 days, you are eligible for a refund. PureCare will provide you a return shipping label and provide a refund to your original form of payment minus the cost of the return shipping.

What's the status of my order?

We've made checking the status of your order easy and convenient. If you have a PureCare account, please log in to view your order status. If you do not have a PureCare account, feel free to reach out to our customer service team with your order number for more information.

Who do I contact if I need help placing an online order?

Our customer service team is happy to help. Please contact cs@purecare.com or call (800) 758-8563.

Our Products

Where are your products made?

We manufacture our products in the United States and China.

Are your products free from toxins?

All of our premium products are STANDARD 100 by OEKO-TEX® certified. This internationally renowned independent textile testing ensures that our products are safe from harmful substances.

What finishes are used on your products?

Our premium, PureCare branded products are treated with antimicrobial silver product protection which helps keep your bedding fresher longer by inhibiting bacteria, mold, and mildew that cause deterioration, stains, and odors on this product. Rest assured that our silver treatment is Oeko-Tex certified, lasts for over 50 washes, and never affects the softness or comfort of our fabrics.

What certifications do your products have?

Along with being STANDARD 100 by OEKO-TEX® certified, our premium PureCare products are recognized for excellence in quality, construction, and wellness. Our OmniGuard Advance fabric has passed the highest barrier performance test established by the Centers for Disease Control and is certified to block viruses 32 nanometers in diameter. Covid-19 is approximately 125 nanometers in diameter.

In addition, our entire collection of premium sheets and protectors have earned the exclusive seal of the Women’s Choice Award. This recognition is a vote of confidence from our customers, who not only love our products but highly recommend them to their family and friends. We’re also proud to provide the official mattress and pillow protectors of the National Sleep Foundation—an organization dedicated to sleep education.

How should I care for / launder my bedding?

Washing your bedding is essential to maintaining a clean and hygienic sleep environment. See the "care" tab on each product page for individual product wash instructions, as well as tips and tricks to help make laundry day a breeze. More information on how to care for your product can also be found on the Care Instructions page.

Do I need to wash my bedding before I use it for the first time?

We recommend laundering bedding products before you sleep on them.

Can I order fabric sample swatches?

Samples swatches for our sheets, protectors, and weighted blankets are in the works. Please check back soon.

What is the thread count of your bedding?

We never inflate our thread count with cheaper fibers, ensuring premium quality and long-lasting comfort wash after wash. Our sheet thread counts range between 300-400tc, which is ideal for premium quality fibers.

How deep are your fitted sheets?

All of our sheets fit mattresses up to 18 inches deep.

How do I choose the right pillow for me?

We get this question a lot and are happy to help. While many people shop for pillows based on their sleep position, we have a different methodology. With over 20 years of experience designing pillows for optimal comfort and support, we suggest that you shop for your pillow basd on your mattress.

Love your mattress? Excellent. Your body is already responding positively to the level of support it provides. Try complimenting it with a pillow made of the same materials, like fiber (pillowtop), memory foam, or latex.

If you don't love your mattress, a new pillow might be able to help. We suggest trying one of our hybrid SoftCell pillows. Both adjustable and reversible, our patented SoftCell design offers customizable comfort and numerous support options all in one pillow.

Warranty

Are your products covered by a warranty / What does the warranty cover?

All PureCare products have a limited warranty from product defects. Please consult the original product packaging, the product page on our PureCare website, or PureCare Customer Service at 800-758-8563 for more details.

How do I file a claim for a damaged or defective item?

Please use our website to contact us, email cs@purecare.com, or call 800-758-8563 regarding product defects or damages. Defects, damages, and mis-ships are processed at no cost to our customer.

Returns

What is your return policy?

At PureCare, we want to be sure that you love the products that you’ve chosen. That’s why we provide a simple return policy.

All products, unless marked “final sale, no returns” are eligible for refunds or store credits within 30 days of receiving the product. All refunds or store credits will be issued once you print your return label, drop off the product you are returning at the shipping carrier listed on the return label provided to you by PureCare, and the carrier scans the package into their system.

If you have chosen a refund, you will be charged a $15 return shipping fee per item, and the remainder of your purchase will be refunded to you within 2 to 3 days of the designated carrier scanning your return package.

If you choose store credit, PureCare will waive the $15 shipping fee, and you will receive your store credit immediately upon the carrier scanning in your return. Limit one comfort return per order.

If you received a product that was damaged or defective, or if you received the wrong product, PureCare’s Customer Support Team will make it right. Please email us at cs@purecare.com for assistance.

What is your exchange policy?

In order to do an exchange, please return your item based on the return policy outlined and use your store credit to place a new order.

When will I receive my refund?

If you have chosen a refund, your purchase will be refunded (minus the return shipping charge of $15 per item) within 2 to 3 days of the designated carrier scanning your return package.

If you choose store credit, you will receive an immediate store credit for the full amount you paid for that item upon the carrier scanning in your return.

What happens to my returned / exchanged items?

Used items that are returned or exchanged are donated.

Do you refund shipping charges?

If you have chosen a refund, you will be charged a $15 return shipping fee per item. PureCare will not charge shipping on any returns for defects, damages, and mis-shipped goods.

Can I return products I purchased through a retailer (e.g. Amazon)?

Products purchased through a retailer must be returned to the retailer. Products purchased through PureCare.com must be returned to PureCare. Returns can be initiated on the returns page of this website.

Can I still return an item even if it's been washed?

Products that are washed can be returned for store credit within 30 days of purchase. There will not be a re-stocking fee; however, PureCare will deduct the cost of the return shipping from the store credit before it is issued.

Can I return items to a retail location?

Products purchased from PureCare.com must be returned through PureCare.com.

Is there a restocking fee for returns?

No, there is no restocking fee for returns.

What if my item is faulty, damaged, or incorrectly delivered?

PureCare will provide your choice of store credit or a full refund and will cover return shipping back to us if an item is faulty, damaged, or incorrectly delivered.

Shipping

When will I get my order / when will it ship?

PureCare ships all orders within 48 business hours. Shipping times depend on the speed chosen at checkout.

How much does shipping cost / do I pay for it?

PureCare offers free standard shipping to the continental United States. You may choose to expedite your shipping for a fee.

Do you ship internationally?

At this time, we do not ship outside the United States.

Where do you ship?

We ship throughout the United States. However, only the continental US qualifies for free standard shipping.

Can I change the shipping address after my order has been placed?

Unfortunately, shipping addresses cannot be changed after the order is placed. Please ensure that your shipping address is correct while placing your order.

Which shipping carriers do you use?

We currently use UPS, USPS, and Fedex for all shipments and returns.

Do you ship to P.O. boxes?

Currently, we do not ship to PO Boxes.

How do I track my order?

By creating an account at the time of checkout, you are able to check the status of your order. In addition, you will receive email confirmations when orders are placed and when your order is shipped.

How can I communicate delivery instructions to the carrier?

At this time we are unable to communicate delivery instructions to a carrier beyond the address.

Sales

Do you have sales events?

PureCare offers everyday discounts when purchasing multiple products. Bundle and save on items site-wide.

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