Frequently Asked Questions (FAQs)

Welcome to Puroque™! We've created this comprehensive FAQ to answer your questions and make your shopping experience as smooth as possible. Can't find what you're looking for? We're just a message away at support@puroque.com or +91-9058864914.

💡 Quick Tip: Use Ctrl+F (or Cmd+F on Mac) to search for specific keywords on this page!

📦 Orders & Checkout

How do I place an order on Puroque™?

Ordering is simple and secure:

Browse our curated collection and click on any product that catches your eye
Click "Add to Cart" and continue shopping or proceed to checkout
Enter your shipping address and contact information
Select your preferred payment method (we offer multiple options!)
Review your order details carefully
Click "Complete Order" and you're done!
You'll receive instant confirmation via email and SMS

How can I track my order?

Tracking your Puroque™ order is easy! Once your package leaves our Noida facility (typically within 24 hours), you'll receive:

📧 An email with your unique tracking number and courier details
📱 An SMS with a direct tracking link for real-time updates
🔍 Access to our dedicated Track Your Order page anytime

Our trusted courier partners (Bluedart, Delhivery, Ekart, DTDC, India Post) provide live tracking throughout your package's journey to your doorstep.

Can I modify my order after placing it?

We process orders lightning-fast (usually within hours!) to get your products to you quickly. Unfortunately, this means we cannot modify orders once they're submitted.

Before checkout, please double-check:

✓ Product selection and quantities
✓ Shipping address (including PIN code)
✓ Contact phone number
✓ Email address

If you need to make changes, your best option is to cancel the order (if still possible) and place a new one with the correct information.

How do I cancel my order?

You can cancel your order before it ships from our Noida facility. Since we're fast (seriously fast!), please contact us immediately if you need to cancel:

📞 Call us: +91-9058864914
📧 Email us: support@puroque.com (Subject: "Urgent - Cancel Order #[Your Order Number]")

Available: Monday - Saturday, 9:00 AM to 6:00 PM IST

Already shipped? No worries! You can refuse delivery or use our hassle-free 30-day return policy once you receive the item. See our Return & Refund Policy for details.

Will I receive order confirmation?

Absolutely! Once your payment is processed successfully, you'll receive:

✅ Instant confirmation on your screen
✅ Order confirmation email (within minutes)
✅ SMS confirmation to your mobile number
✅ All order details including order number and expected delivery date

Didn't receive confirmation within 30 minutes? Check your spam/junk folder, then contact us immediately at support@puroque.com.

🚚 Shipping & Delivery

How long will my order take to arrive?

We ship from our Noida facility using premium courier services. Typical delivery times:

🏙️ Delhi NCR & Metro Cities: 2-3 business days
🌆 Major Cities & State Capitals: 3-4 business days
🏘️ Other Urban Areas: 4-5 business days
🏞️ Remote/Rural Areas: 5-7 business days

Orders are typically dispatched within 24 hours of placement. Delivery times exclude Sundays and public holidays.

How much does shipping cost?

🎉 FREE SHIPPING on ALL orders across India!

✓ No minimum order value
✓ No hidden charges
✓ No surprises at checkout
✓ Completely FREE, always!

What you see is what you pay. That's the Puroque™ promise: Premium Finds, Honest Prices.

Which courier services do you use?

We partner exclusively with India's most trusted courier companies to ensure your order arrives safely and on time:

📦 Bluedart - Premium express delivery
📦 Delhivery - Extensive pan-India network
📦 Ekart - Reliable and efficient
📦 DTDC - Trusted nationwide service
📦 India Post - Reaches every corner of India

The courier is automatically selected based on your PIN code to ensure the fastest possible delivery.

What happens after I place my order?

Here's your order journey with Puroque™:

✅ Order Confirmed - Payment processed, confirmation sent
📋 Quality Check - Your item is inspected at our Noida facility
📦 Securely Packed - Carefully packaged to prevent damage
🚚 Dispatched - Picked up by our courier partner (within 24 hours)
📲 Tracking Sent - You receive tracking details via email & SMS
🏡 Out for Delivery - Courier attempts delivery at your address
🎉 Delivered! - You receive your Puroque™ order

Do you ship outside India?

Currently, Puroque™ ships only within India, covering all states and union territories from Kashmir to Kanyakumari, Gujarat to Arunachal Pradesh.

International shipping is not available at this time but may be considered in the future based on customer demand.

What if I'm not home when delivery is attempted?

No problem! Here's what happens:

The courier will attempt delivery 2-3 times
You'll receive a call or SMS from the delivery partner
You can reschedule delivery using your tracking link
Some couriers allow pickup from the nearest branch
Package will be held for 7-10 days before being returned

💡 Pro Tip: Provide an alternate phone number at checkout if you might be unavailable.

Can I change my delivery address after ordering?

Before dispatch: Contact us immediately at +91-9058864914 or support@puroque.com - we'll do our best to update it!

After dispatch: Unfortunately, we cannot change the address once the package is in transit. However, you may be able to coordinate with the courier directly using your tracking number.

My package shows "delivered" but I didn't receive it. What do I do?

Don't panic! Please try these steps first:

Check with family members or neighbors who might have received it
Look for a safe drop location (porch, mailbox, building reception)
Contact the courier using the tracking number
Wait 24 hours - sometimes status updates before actual delivery

If you still can't locate your package after 24 hours, contact us immediately at support@puroque.com with your order number. We'll investigate and resolve this quickly.

🔄 Returns, Exchanges & Refunds

What is your return policy?

We offer a hassle-free 30-day return policy because your satisfaction matters to us!

Returns are accepted if:

✓ Item is unused and in original condition
✓ Original packaging and tags are intact
✓ Returned within 30 days of delivery
✓ You have your order number as proof of purchase

We provide:

🚚 FREE reverse pickup from your doorstep
💰 100% refund - no deductions, no restocking fees
⚡ Quick processing - refunds initiated within 5-7 business days

Read our complete Return & Refund Policy for detailed terms.

How do I return an item?

Returning is simple - we handle everything!

📧 Contact us: Email support@puroque.com or call +91-9058864914
📝 Provide details: Share your order number and reason for return
✅ Get authorization: We'll send return approval within 24 hours
📦 Free pickup arranged: Courier will collect from your address (no cost to you!)
🔍 Item inspected: We'll check the product upon arrival (2-3 days)
💳 Refund processed: Money refunded to your account (5-7 business days)

⚠️ Important: Please don't ship items back without getting return authorization first - this helps us process your return faster!

How long does refund processing take?

Here's the timeline breakdown:

🔍 Inspection: 2-3 business days after we receive your return
✅ Approval & Processing: 5-7 business days from approval
🏦 Bank Processing: Additional 3-7 business days (depends on your bank)

Refund methods:

💳 Online/Card Payments: Refunded to original payment method
💵 Cash on Delivery (COD): Bank transfer (NEFT/IMPS) or UPI

Total time: Typically 10-15 business days from return pickup to money in your account.

Are there any charges for returns?

Absolutely NOT! Returns are 100% FREE at Puroque™:

✓ FREE reverse pickup from your address
✓ NO restocking fees
✓ NO return shipping charges
✓ NO deductions from your refund
✓ FULL refund of the amount you paid

We believe in honest, transparent business - no hidden costs, ever!

Can I exchange an item instead of returning it?

Yes! We offer flexible exchange options:

Option 1 (Fastest):

Return your current item for a full refund
Place a new order for the item you want
This ensures you get your preferred item quickly

Option 2 (Direct Exchange):

Contact us at support@puroque.com
Request a direct exchange
We'll arrange free pickup and send the replacement
Any price difference will be adjusted in your refund/payment

I received a damaged, defective, or wrong item! What should I do?

We're truly sorry this happened! We'll make it right immediately:

📧 Contact us ASAP:

Email: support@puroque.com
Phone: +91-9058864914
Include your order number
Attach clear photos/video of the damage, defect, or incorrect item

We'll immediately provide:

🔄 Free replacement shipped at no cost to you, OR
💰 Full instant refund - no questions asked
📦 Free pickup of the damaged/wrong item
⚡ Priority processing - we handle these cases first

Ideally, report such issues within 48 hours of delivery for fastest resolution, though you have 30 days.

What items cannot be returned?

For hygiene, safety, and legal reasons, certain items are non-returnable unless damaged or defective:

🍎 Perishable goods (food items, fresh flowers)
🧴 Personal care products (once opened/used)
💊 Health & wellness products (opened/used)
⚠️ Hazardous materials or flammable items
✨ Custom or personalized products
🎁 Gift cards or vouchers
🏷️ Items marked "Final Sale" or "Non-Returnable"

These restrictions are clearly mentioned on product pages before purchase.

💳 Payments & Pricing

What payment methods do you accept?

We accept virtually all payment methods for your convenience:

📱 UPI (Instant & Popular):

Google Pay, PhonePe, Paytm, BHIM, Amazon Pay, and all UPI apps

💳 Credit & Debit Cards:

Visa, Mastercard, RuPay, American Express, Maestro
Supports 3D Secure with OTP verification

🏦 Net Banking:

All major Indian banks (SBI, HDFC, ICICI, Axis, PNB, and 50+ others)

👛 Digital Wallets:

Paytm, PhonePe, Mobikwik, Freecharge, Airtel Money

💵 Cash on Delivery (COD):

Pay in cash when you receive your order

📊 EMI Options:

Credit/Debit card EMI for eligible cards and amounts

Is Cash on Delivery (COD) available?

Yes! COD is available for most locations across India. Simply select "Cash on Delivery" at checkout.

Important COD notes:

A small COD handling fee may apply (shown clearly at checkout)
Please keep exact change ready when possible
ID verification may be required at delivery
COD refunds are processed via bank transfer (NEFT/IMPS) or UPI

Are there any hidden charges or taxes?

ABSOLUTELY NOT! This is the Puroque™ guarantee:

✓ Prices displayed are 100% final and all-inclusive
✓ NO hidden taxes (all taxes included in price)
✓ NO surprise charges at checkout
✓ NO shipping fees (free nationwide)
✓ NO packaging charges
✓ NO processing fees (except minimal COD fee if applicable)

🎯 The price you see is exactly what you pay. Period.

This is what we mean by "Honest Prices" - complete transparency, always.

Is it safe to use my card on Puroque™?

Yes, your payment security is our top priority! Your transactions are protected by:

🔒 256-bit SSL encryption - Bank-grade data protection
✅ PCI DSS Level 1 certified payment gateway (highest security standard)
🛡️ 3D Secure authentication - OTP verification for all card payments
🏦 Trusted payment partners - Industry-leading processors
🚫 Zero data storage - We never store your card details, CVV, or PINs

All payment information is processed through secure, encrypted channels by our certified payment partners - never by us directly.

My payment failed but money was deducted. What now?

Don't worry - this is usually a temporary authorization hold by your bank:

What typically happens:

The amount is held temporarily, not actually deducted
It will be automatically released within 5-7 business days
Check your bank statement again after a few days

If money isn't refunded within 7 days:

Email us at support@puroque.com
Include your order number and transaction ID/reference number
Attach a screenshot of the deduction from your bank app
We'll investigate and resolve within 24-48 hours

Can I get an invoice for my order?

Yes, absolutely! A detailed tax invoice is generated for every order:

📧 Sent to your email after order confirmation
📦 Included physically inside your package
💻 Available for download in your account order history
📄 Contains all necessary details for business/GST purposes

Need a duplicate invoice? Just email us at support@puroque.com with your order number.

Do you offer discounts or coupon codes?

Yes! We regularly offer:

🎉 Seasonal sales and special promotions
🎫 Exclusive coupon codes (subscribe to our newsletter!)
🎁 First-order discounts for new customers
📧 Email-exclusive deals for subscribers

To apply a coupon:

Add items to cart
Proceed to checkout
Enter your coupon code in the "Discount Code" box
Click "Apply" - discount will reflect immediately

📦 Products & Quality

Are your products genuine and safe?

Absolutely! Quality and authenticity are non-negotiable at Puroque™:

✓ All products sourced from verified, trusted suppliers
✓ Rigorous quality inspection before dispatch
✓ Compliance with Indian safety and quality standards
✓ Clear labeling with ingredients/specifications
✓ Proper storage and handling in our facility

Premium Finds, Honest Prices - this means premium quality at fair prices, with complete transparency about what you're buying.

Do products come with warranties?

Warranty availability varies by product type:

Electronics/Appliances: Often include manufacturer warranty (clearly stated on product page)
Personal care/Beauty: Quality guarantee - returns accepted if defective
Home goods: Varies by item - check individual product pages

Warranty cards and documentation (if applicable) are included in your package. For warranty claims, contact us at support@puroque.com and we'll guide you through the process.

How can I find product details before buying?

We believe in complete transparency! Every product page includes:

📝 Detailed product descriptions
📐 Complete specifications and dimensions
🧪 Ingredients or materials used
📖 Usage instructions and care tips
📸 Multiple high-quality images
⭐ Customer reviews and ratings
❓ FAQ section for common questions
📦 What's included in the box

Still have questions about a specific product? Contact us and we'll provide any additional information you need!

Can I request a product that's not available?

We love customer suggestions! If you're looking for something specific:

Email us at support@puroque.com
Describe the product you're looking for
We'll let you know if we can source it
If there's enough demand, we may add it to our catalog!

How should I store/use products for best results?

Storage and usage instructions are provided:

On the product page under "Usage Instructions"
On the product packaging/label
In the included user manual (for applicable products)

General tips:

🌡️ Store personal care products in cool, dry places
☀️ Keep beauty products away from direct sunlight
💧 Check for water resistance before exposure to moisture
📅 Check expiry dates on consumables
📖 Always read included instructions before first use

👤 Account & Privacy

Do I need an account to order?

No, you can checkout as a guest! However, creating an account offers great benefits:

⚡ Faster checkout - saved addresses and payment preferences
📦 Easy order tracking - view all orders in one place
📜 Order history - reorder favorite items quickly
💾 Saved details - addresses, preferences, wishlists
🎁 Exclusive perks - early sale access, special offers
📧 Personalized updates - tailored recommendations

Creating an account takes less than a minute and makes future shopping effortless!

Is my personal information safe with Puroque™?

Your privacy is sacred to us. Here's how we protect it:

🔒 SSL encryption for all data transmission
🚫 We NEVER sell or rent your personal information - EVER
✅ Minimal sharing - only with essential service providers (shipping, payments)
🇮🇳 Compliance - Full adherence to Indian data protection laws
🛡️ Secure storage - Industry-standard database security
👁️ Limited access - Only authorized personnel can access customer data

Read our complete Privacy Policy for detailed information.

How do I update my account information?

Easy! Just follow these steps:

Log in to your Puroque™ account
Click on "My Account" or "Account Settings"
Update any of the following:
- Name and contact information
- Email address
- Phone number
- Saved addresses (add/edit/delete)
- Password
- Communication preferences
Click "Save Changes"

Need help? Contact us at support@puroque.com

How do I reset my password?

Go to the login page
Click "Forgot Password?"
Enter your registered email address
Check your email for the password reset link
Click the link and create a new password
Log in with your new password

Didn't receive the email? Check spam folder or contact us for assistance.

How can I unsubscribe from promotional emails?

We respect your inbox! You can opt out anytime:

Option 1: Click the "Unsubscribe" link at the bottom of any promotional email

Option 2: Update preferences in your account settings under "Email Preferences"

Option 3: Email us at support@puroque.com with "Unsubscribe" in the subject

Note: You'll still receive important transactional emails (order confirmations, shipping updates, etc.) even after unsubscribing from marketing emails - these are essential for your orders!

Can I delete my account?

Yes, you have full control over your data. To delete your account:

Email us at support@puroque.com
Subject: "Account Deletion Request"
Include your registered email address
We'll confirm your identity and process the deletion within 7 business days

Important: Account deletion is permanent and cannot be undone. Order history, saved addresses, and wishlist will be permanently deleted.

📞 Contact & Support

How can I contact Puroque™ customer support?

We're here to help! Reach us through any of these channels:

📧 Email Support (24/7):
support@puroque.com
We respond within 24 hours, usually much faster!

📞 Phone Support:
+91-9058864914
Monday - Saturday, 9:00 AM to 6:00 PM IST
Speak with real people, not bots!

💬 Contact Form:
Visit our Contact Us page
Fill out the form for detailed inquiries

What are your customer support hours?

📞 Phone Support:
Monday - Saturday: 9:00 AM to 6:00 PM IST
Closed: Sundays and National Holidays

📧 Email Support:
Available 24/7 - Send emails anytime!
We respond within 24 hours during business days, often much sooner

⚡ Priority Response:
Urgent issues (damaged items, payment problems, non-delivery) receive priority handling with response within a few hours.

How quickly will I get a response?

📧 Email: Within 24 hours (typically 2-6 hours during business hours)
📞 Phone: Immediate during business hours
🚨 Urgent Issues: Priority response within 2-4 hours

Response time includes: Damaged products, payment issues, non-delivery, incorrect orders

What information should I include when contacting support?

To help us assist you quickly, please provide:

✓ Your order number (if order-related)
✓ Registered email address or phone number
✓ Clear description of your issue or question
✓ Photos/videos (for damaged or defective items)
✓ Tracking number (for delivery issues)

The more details you provide, the faster we can resolve your query!

Where is Puroque™ located?

We operate from our facility in Noida, Uttar Pradesh, from where we serve customers across India:

Puroque™
607, Block A, Industrial Area, Sector 62
Noida, Uttar Pradesh 201309, India

📧 Email: support@puroque.com
📞 Phone: +91-9058864914
🕒 Support Hours: Monday - Saturday, 9:00 AM - 6:00 PM IST

🎯 Still Have Questions?

If you didn't find the answer you were looking for in this comprehensive FAQ, please don't hesitate to reach out! Our friendly customer support team is always ready to help.

Get in Touch with Puroque™

📧 Email: support@puroque.com

📞 Phone: +91-9058864914

Monday - Saturday | 9:00 AM - 6:00 PM IST

Puroque™: Premium Finds, Honest Prices

Thank you for choosing Puroque™! We're committed to providing you with exceptional products, transparent pricing, and outstanding customer service. Your trust means everything to us.

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