WE ARE HERE FOR YOU!
Due to an unprecedented amount of Cyber week sales nationwide, Fedex and USPS are experiencing larger than normal delays this holiday season. We have been alerted that Fedex ground packages may be delayed 10+ days and tracking results may not update for multiple days at a time. Express shipping (air shipping) is not being impacted, at this time. Please choose the Express shipping / 2nd Day Air option for the most expedient service. Unless your order has been stalled for more than 10 days (no movement on the tracking) we are unable to send a replacement order. Thank you so much for your patience during this post-Covid Holiday season.
Customer Care Hours:
Monday-Friday
7:00 AM - 6:00 PM PT
We are experiencing a heavy volume of inquiries and thank you for your patience.
Please submit 1 Web Form or Phone Call per issue and share as many details as possible for the quickest resolution.
Submit via Phone: 888-PHP-ORDER (888-747-6733)
Below is a quick reference guide to some of our online tools available to you 24/7 that may be able to resolve your issues more efficiently.
1. To place an order
Customers - go to ishoppurium.com and login to your account. Use the "Reset Password" function to have a password link sent to you. Your email address is your user name.
Brand Partners - you may also place an order in your back office at puriumbackoffice.com under the shop tab. If you have forgotten your user name or password, it can be emailed to you and / or reset by using the links.
2. To create, edit or cancel your Smart Order:
Customers - Login to iShop and use the "Smart Order" feature.
Brand Partners - Please create, edit or cancel your Smart Order at puriumbackoffice.com under the "Smart Order" tab.
3. To Enroll as a Brand Partner:
If you are new to Purium (not in our system), please enroll at puriumenrollment.com
4. To Upgrade from a Customer to a Brand Partner:
Login at ishoppurium.com and chose the upgrade button. For extra support, watch the Training Video: vimeo.com/423372389
5. Edit or Cancel an Existing Order:
Please fill out the webform https://bit.ly/PuriumCustomerCare and choose "2 - Edit or Cancel an Order" for the "Issue Type." In the "Issue Details, write your order # and any other information needed (edits, additions, cancellation request). Customer Care Agents prioritize edit/cancel tickets to prevent orders shipping in error.
6. Track your Order:
Log into ishoppurium.com. The "My Account" tab displays order history. Click on the order number to display tracking #. Your tracking number will be emailed to you once your order has been shipped.
FEDEX DELIVERY MANAGER APP
Most of Purium's orders are sent via FedEx. Download their Delivery Manager App to use these great features:
- Get tracking updates (via text message)
- Request package be held at “hold facility”
- Request a special delivery time (for a fee)
- Add delivery notes
- Set vacation time for all deliveries
- Request to hold your package for 14 days (this is the longest consecutive time period; must wait 6 days to do another hold)
- Use the FedEx “Virtual Assistant” and Customer Chat
7. Return an Item or Order:
Clearly mark RMA and your order # on the outside of the box and return all contents of your package within 60 days to the address below. Please include details any specific details inside package.
Purium Returns
2610 Homestead Place
Rancho Dominguez, CA 90220
8. Redeem Rewards Points
This Training Guide explains how you can easily redeem your Rewards Points: https://www.canva.com/design/DADqqYG5R5Y/view
We also have a video to explain the Rewards Points program and path: https://vimeo.com/showcase/7281024/video/436500093. If there is an issue, please fill out the Web Form https://bit.ly/PuriumCustomerCare, choose Issue "5 - Commissions, Promos & Business Questions" and include as much info as possible in "Issue Details" for agents to resolve quickly.
9. Will Call Orders - Ready for Pick-Up (please wear a mask)!
If you order before 7am PT on a weekday, you can pick-up the same day. If you purchase, after 7am PT or during the weekend, you can pick up on the following business day.
Note: Will Call Order must be picked up within 10 days of this email. If not, the order will be cancelled and refunded.
Will Call Hours:
Monday - Friday
8am - 5:30pm PT
Will Call Address: Ring the doorbell near the Will Call sign & show your ID
2610 Homestead Place
Rancho Dominguez, CA 90220
Customers who purchased the order must show ID and be physically present to pick-up and, unless they have requested otherwise via https://bit.ly/PuriumCustomerCare.
Dreams Phone App Support:
1 (800) 794-8158
support@mysecureoffice.com