Shipping policy

Shipping Policy:

Purveyce.us offers a comprehensive return/refund policy under the following conditions:

Item Damaged

If a customer receives a damaged product, we will need to verify this information as soon as possible.

An order is eligible for a full product price refund if the carrier tracking shows that the package was damaged in transit.

If tracking shows that the package was successfully delivered, we will need proof of damage from the customer:

Images that clearly display the reported damage - including at least one (1) image where the universal product code (UPC) is clearly visible on the product.
Images of the container where the product arrived with all of its contents.

When our customer service team receives clear proof that the delivered item(s) were damaged, we will be able to issue a full refund on the product.

Damage claims on orders for non-perishable products must be reported within thirty (30) days to be considered for a refund.

PLEASE NOTE: Damage claims on orders for frozen, refrigerated, and perishable products must be reported within 24 hours of the delivery date.

PLEASE NOTE: The shipping fee is non-refundable and is not eligible for a pre-paid shipping label.

Item Not Received

If tracking shows the package was delivered but the recipient disputes it or claims items are missing, we will open an investigation with the carrier or investigate further. Requests must be made within thirty (30) days of receiving the package.

Under these circumstances, refunds are not guaranteed and you are obligated as a member to cooperate in the handling of such a claim. Failure to cooperate may result in a denial of the refund.

Return To Sender (RTS)

Generally, packages that are returned back to the sender are subject to a refund minus a 25% restocking fee and shipping charges.

This applies to, but is not limited to, the following instances:

The address was incorrectly inputted when the order was placed.
The recipient refused delivery.
The recipient refused to pick up the package.
The address is deemed invalid by the carrier.

In cases where you believe the carrier mistakenly failed to deliver the package, we will file a claim with the carrier. Your cooperation is expected on this claim. Failure to cooperate may lead to denial of the claim and ineligibility for a refund.

Order cancellation policy

Cancellations of NOT guaranteed. If you need to cancel an order, write an e-mail to support@purveyce.us right away.

Cancellations are also subject to a 25% restocking fee if canceled within the time frame of the lead time. Please check our message center regularly for lead-time updates.

NOTE: If you're a marketplace seller, it is your sole responsibility to make sure your order is canceled with us first before canceling the order in the marketplace.

How long does it take to process an order?

Most orders ship on the same or the next business day. You should allow up to five (5) business days for order processing. Our carriers make multiple pickups from us throughout the day with the latest cutoff time at 6:30 p.m.

Certain types of orders, including orders with frozen and refrigerated products, only ship from Monday to Wednesday. If such orders are placed on Wednesdays, they will go out the following Monday. We reserve the right to delay shipment in the event of extreme weather conditions.

COVID-19 update: Our processing times have increased since the COVID-19 crisis hit the nation and are still relatively long due to the limitations that we, alongside the whole distribution industry, face. Currently, some orders ship on the same or the next day while others might take 1-2 weeks.

You may get a better insight into the changes that our business has undergone if you read our article "COVID-19 Information. Please Read." under "New Messages from “Purveyce.us" on

Why hasn't my tracking number been updated yet?

How the shipping process works:

When we ship packages out, they get picked up in bulk by USPS and scanned at a Central Distribution facility. This is when the tracking number is updated. The packages then get scanned when they are in route.

The cause of the issue:

They do not scan the packages when they come in. It gets scanned after its transported to the central distribution facility.

Sometimes, when the item is shipped out by the end of the business day, it doesn't get scanned in the Central Distribution facility until the next day. That creates a delay in updating the tracking number, leaving many customers confused.

What is the Purveyce.us Return Policy?

Returns/refunds are a normal part of running an online store, so you'll need to have a return policy in place. Requests for returns must be submitted within thirty (30) days of receipt of the package.

To learn more, make sure you check out the following post from the Purveyce.us blog: