Shipping & Returns

Listed below are some of our frequently asked questions about shipping and returns: 

    1. What method do you use for shipping?
    2. What is your return policy?
    3. What is your warranty policy?
    4. What is your free shipping policy?
    5. How do I track my order?
    6. How do I check the status of my order?
    7. What is your policy if my product arrives damaged?
    8. What forms of payment do you accept?
    9. What is your policy on sales tax?
    10. What is your policy on "Price Promise"?

Answers to the frequently asked questions:

1.  What method do you use for shipping? 

All orders are shipped by either Canada Post or FedEx. If you have a preference, please contact us by phone or email immediately after placing your order and we will do our best to accommodate your request. However, Purahome reserves the right to select the carrier of its choice. 

All orders are ground-shipped using standard-shipping. Estimated times are 1-3 business days for Ontario, and 1-6 business days for other provinces. You may request for express shipping at an additional cost to you by contacting us after placing your order. However, it is not guaranteed that the necessary change will be made to your order in time.

2.  What is your return policy?

Purahome is 100% committed to your happiness and that is why our customers may return unused and unopened products for full credit on the purchase price less shipping and handling including orders over $200 that received free shipping (the free shipping is only if you keep the product) within 30 days from receipt without product restocking charges.

Items sold as open box are exempt from this return policy and are final sale.

Products not eligible for return include:

    • IQAir -  Perfect 16
    • Whole Home Water Treatment Systems
    • Replacement Air and Water Filters (and Media)

Order discrepancies must be reported within 3 days of receipt. All opened products are subject to a minimum 15% restocking charge. No exchanges or returns will be accepted after 30 days. Exchanged merchandise is subject to testing and inspection upon receipt by Purahome. Please allow up to 7 days after Purahome’s receipt of product for your account to be credited.

In order to prevent possible transport damages and to secure your rights to exchange products, products must be returned packaged exactly as they were received. The unit must be shipped back in the original packaging with original packing material and insured. If Product is not sent back in its original packaging, the sender accepts all liability for damage claims and may be charged by Purahome for repairs. If a product is returned damaged or with missing items, i.e. remote control, power cord, Certificates of Performance, manuals, etc., we reserve the right to assess a restocking fee up to the full value of the purchase depending on the items damaged or missing. Any added replacement costs will be assessed and incurred upon the completion of testing and inspection. Purahome does not refund shipping, handling, or insurance charges for returned or exchanged products. All products exchanged or returned must be accompanied with a RA (Return Authorization) number. The RA number must be clearly listed on the outside of the box or on the return label, otherwise the shipment will be refused and immediately returned to the sender. The absence of a RA number will delay the exchange or return process. Therefore, please contact Purahome Technical Support Team to receive a RA number and shipping instructions prior to shipment.

RA’s are only valid for 2 weeks and the item must be returned postmarked within the 2 weeks. After 15 days the RA is automatically voided and will be refused should a customer attempt to return Product after the 15-day period. Any other return policy questions? Please contact us and we would be glad to assist you.

3.  What is your warranty policy?

Purahome will assist in a manner to keep service costs as low as possible. Products ship with full manufacturer warranties. Please see product descriptions for additional warranty details. Typically, the customer is responsible for shipping charges to a specified service department and Purahome (or the manufacturer) will pay for return shipping. 

4.  What is your free shipping policy? 

Purahome will ship for FREE on orders over $200 (before taxes) to locations in Canada not designated as “remote”. 

**All orders to remote areas but not limited to Yukon, Northwest Territories, Nunavut, and Newfoundland will be assessed for an additional shipping charge. Please contact Customer Service at 1-866-670-7872 for a shipping quote or place your order and we will contact you if an additional shipping fee is required. If you complete your order online and extra shipping charges are required, we will contact you to confirm whether you’d like to pay the additional fees or cancel your order. If no response is provided within 48 hours, your order will automatically be cancelled.  

5.  How do I track my order? 

Once your order is shipped, Purahome's customer care staff will send you a tracking number by email to your email address in your account file. Please make sure your email address is correct. You can then go to either www.fedex.com or www.canadapost.ca to track your order. Please note that the tracking number is sent out the following day, and your order may already be out for delivery by the time you get the email.  

6.  How do I check the status of my order?

To check the status of your order, please call 1-866-670-7872 or email us at customerservice@purahome.com.  Our customer care staff can inform you on any step of your order process, including order and payment confirmation, stock availability, and shipping status. We will do our best to reply to your email within 24 business hours. 

You will be contacted if any of the following situations arises: 

•Your information cannot be verified due to missing information or errors. 
•The item you ordered is currently out of stock, will take longer than estimated to get back in stock, or is no longer available. 

Please make sure your email address is correct and update or correct it if necessary, your email address is the primary method that we will keep you updated about your order status.  Unfortunately, Purahome cannot be held responsible for problems that may occur with your order, or any losses you may incur due to information errors, incorrect email address, our email being lost or misdirected (such as by junk mail filters), or otherwise any difficulties to contact you regarding your order. 

Purahome reserves the right to cancel any order due to stock availability or information errors.

7.  What is your policy if my product arrives damaged? 

If the product carton looks damaged please refuse delivery of the shipment or else note on the bill of lading all visible damage. The freight driver is required to wait for you to unpack and inspect your shipment before you sign for delivery. Please contact us immediately so that we can make arrangements for your unit to be picked up and a replacement unit sent out. 

8.  What forms of payment do you accept?

For online purchases we accept Visa or Mastercard. Please ask us about other cards. For telephone or offline processing, we accept certified checks, personal checks with drivers license, and money orders. For government, educational, and corporate purchases, we accept purchase orders. Purchase orders on corporate letterhead may be emailed to orders@purahome.com. PO’s must specify contact information, ship to address, bill to address, and items to be purchased along with total authorized price. Payment is typically due Net 30. We reserve the right to deny credit and/or request additional credit-related information.

9.  What is your policy on sales tax?

Any sales (and shipping charges if any) made in Canada are subject to federal and provincial tax. If an order is shipped to the following provinces or territories, Purahome must collect the applicable taxes as described:

  • British Columbia (BC) – 5% GST 
  • Alberta (AB) – 5% GST 
  • Saskatchewan (SK) – 5% GST 
  • Manitoba (MB) –  5% GST 
  • Ontario (ON) – 13% HST 
  • Quebec (QC) – 5% GST 
  • New Brunswick (NB) – 15% HST 
  • Nova Scotia (NS) – 15% HST 
  • Prince Edward Island (PE) – 14% HST 
  • Newfoundland (NL) – 15% HST 
  • Northwest Territories (NT) – 5% GST  **Contact us for a shipping quote on orders over $200 
  • Yukon (YT) – 5% GST  **Contact us for a shipping quote on orders over $200
  • Nunavut (NU) – 5% GST  **Contact us for a shipping quote on orders over $200

Canadian taxes are not collected on orders shipped outside of Canada. However, orders shipped outside of Canada are subject to import duties, taxes, and customs processing fees, which are levied once the package reaches its destination. These fees are collected by the carrier or brokerage company and members are responsible for paying them. Purahome is unable to give estimates for these fees. Please contact your local customs office for more information. 

10.  What is your policy on "Price Promise"?

If you find a lower price for an exact product, we will beat the advertised price by 10% of the difference. We do reserve the right to not price beat at our discretion depending on the individual circumstance.

*Items must be for sale within Canada by a Canadian-based retailer. (No US-based retailers or websites.)

*Items must be in-stock and available through a competitor's retail channel when you request the price match.

*Items must be identical, including model.

*Prices must be ticketed, signed, or advertised, not verbally agreed to.

*Purahome Inc. must be able to verify the details above.

*Price matching does not apply to seconds, damaged goods, multiple-purchase discounts, or close-out prices.

Just a reminder that you should consider the warranty, return and shipping policy of the competing company. For example, several of our manufacturers have granted exclusive enhanced warranties to Purahome. Please be sure to check that the total price you found includes shipping and taxes and is not for a refurbished or opened unit.  

Please note that Purahome reserves the right to cancel any order due to stock availability or information errors. If you require assistance or have any questions, please contact us or email us at customerservice@purahome.com.