Shipping & Returns

Discreet packaging, delivery times, tracking, returns and warranty coverage for orders placed on PureRomance.com.

  • Discreet packagingPlain box or mailer. The outside never names what's inside.
  • Ships within 4 business daysTypical processing time before carrier pickup.
  • 30-day returnsOn unopened, unused items in original sealed packaging.
  • 1-year limited warrantyCovers manufacturing and material defects.

Shipping & delivery

Expedited shipping

Need it sooner? Expedited options may be available at checkout. Expedited delivery time begins once your order has been processed and picked up by the carrier.

Perfumes, aerosols and certain other products may not be eligible for expedited shipping due to carrier regulations. 

Does Pure Romance ship discreetly?

Yes! Orders ship in plain brown boxes or padded mailers with no indication of the products inside.

How long does Pure Romance take to ship?

  1. Order placed

    You'll get an order confirmation by email.

  2. Processed within 4 business days

    Business days don't include weekends or holidays.

  3. In transit to you

    Delivery times depend on the shipping method selected and begin once the carrier picks up your package. 

Delivery dates and transit times are estimates unless expressly stated otherwise. Carrier delays, weather, holidays and other circumstances outside Pure Romance's control may affect delivery.

Where does Pure Romance ship?

We ship throughout the United States and US destinations

Destination Delivery timeGood to know
Contiguous United States Depends on the method chosen at checkoutExpedited options may be available
Alaska, Hawaii, Puerto Rico & APO About 2–3 weeksSome shipping promotions and expedited options may not be available
International destinations Not AvailableCurrently Pure Romance can not ship to International locations

Shipping promotions

From time to time we offer free or discounted shipping. These are limited-time offers and subject to change.

Unless otherwise stated, shipping promotions:

  • Apply to eligible standard domestic shipping only
  • Don't apply to expedited shipping
  • Don't apply to Alaska, Hawaii, Puerto Rico, APO or international addresses
  • May exclude certain products because of carrier restrictions

Track your Pure Romance order

Once your order has been shipped, we'll email you tracking information. If your order ships in more than one package, each package may have its own tracking number and delivery date.

Can't find your tracking info? Contact Customer Support

Protect your delivery with Seel Worry-Free Purchase®

Worry-Free Purchase is optional protection you can add to eligible orders at checkout for an additional fee. It's provided and administered by Seel.

  • Significantly delayed

    Your shipment arrives well beyond the promised delivery date

  • Damaged in transit

    Your product is damaged while being shipped or delivered.

  • Not delivered

    Your package is lost in transit or never arrives.

  • Stolen packages

    Your package is marked as delivered but is missing or believed to have been stolen.

Seel Worry-Free Purchase: Important Deadlines

  • Damage: Report within 7 days of delivery.
  • Theft: Report within 7 days of delivery.
  • Return requests: Initiate within 7 days of delivery.
  • Cancellation: Cancel within 24 hours of placing your order or before the order is fulfilled, whichever comes first.

Coverage is subject to Seel's eligibility requirements, terms, conditions, limitations and exclusions.

What's going on with your order?

Choose what happened and we'll point you to the right place.

It arrived damaged

Damaged during shipping or delivery

Where to go depends on whether you added Worry-Free Purchase at checkout.

I added Worry-Free Purchase®

Submit your claim directly with Seel. Seel reviews eligibility and resolution under its terms.

File a claim with Seel

I didn't add it

If your order arrived damaged, submit a claim within 7 business days of delivery. Confirmed damage may qualify for a replacement or store credit.

Report Damaged Item

Think it is a manufacturing defect rather than shipping damage? This may be covered by our 1-year Product Warranty.

Tracking says delivered, but I don't have my package

A carrier's delivery scan indicates that your package was delivered, but occasionally packages are scanned prematurely or delivered to an unexpected location.

If your package hasn't arrived, follow the steps below. Pure Romance isn't responsible for packages confirmed lost or stolen after delivery. However, we may review unresolved delivery issues for a one-time courtesy resolution at our discretion.

  1. Check around your property: porches, side doors, garage, mail areas and other likely spots.

  2. Ask household members, neighbors, building staff or your mailroom.

  3. Review your tracking details and allow up to 2 business days after the delivery scan. 

  4. Still missing? Contact the shipping carrier to request an investigation. If unresolved, contact Customer Care. If you purchased Worry-Free Purchase, you can submit a claim with Seel. 

30-day return policy

Changed your mind? Eligible unopened and unused Pure Romance products can be returned within 30 days of purchase for a refund to your original payment method or store credit. Opened intimate products cannot be returned for health and safety reasons.

  • Lingerie

    Unworn, in its original packaging, with all tags attached.

  • All other products

    Unopened and in the original, sealed packaging.

  • Everything included

    All original parts, cords, controls and accessories.

Why opened items can't be returned

Because of the intimate nature of our products, any opened item is considered used. This protects the health, safety and peace of mind of our customers and employees.

You're responsible for return shipping costs. We recommend packaging your return securely and using a trackable shipping method. Every return is reviewed when received, before a refund is issued.

Start a return

You'll need your order number.

1-year limited product warranty

Eligible products include a one-year limited warranty, starting on the original purchase date, covering manufacturing defects or material issues that affect how the product works. If your product qualifies, we may resolve it with an exchange or store credit equal to the original purchase amount.

  • Covered

    • Manufacturing defects
    • Material issues that affect functionality
  • Not covered

    • Cosmetic wear from normal use
    • Accidental damage
    • Misuse or neglect
    • Products that have been altered or taken apart (this voids the warranty)

Other shipping & return situations

My package was returned to Pure Romance

If your package is returned to Pure Romance as undeliverable, you can have it reshipped for an additional shipping fee or receive a refund for the product cost, less any applicable restocking fees. Original shipping charges are non-refundable.

I bought somewhere other than PureRomance.com

For returns or exchanges on purchases made through another retailer or website, please contact the original seller. 

Shipping & Returns FAQ

Quick answers to the questions we hear most.

Can I change or cancel my order?

Once an order has been placed, we cannot guarantee changes or cancellations. Contact Customer Care as soon as possible if you need assistance.

Does Pure Romance ship discreetly?

Yes! Orders ship in plain brown boxes or padded mailers with no indication of the products inside. The sender is listed as "PR, LLC" for added discretion.

How long does Pure Romance take to ship?

Orders are typically processed within 4 business days, excluding weekends and holidays. Delivery times depend on the shipping method selected and begin once the carrier picks up your package.

How do I track my Pure Romance order?

You'll receive an email with tracking information once your order ships. If your order ships in multiple packages, you may receive more than one tracking number.

What is Seel Worry-Free Purchase®?

Seel Worry-Free Purchase is optional shipping protection available at checkout. It may cover eligible shipments that are lost, damaged during transit, stolen after delivery, or significantly delayed. Claims are reviewed and resolved directly by Seel under its terms.

Do I have to purchase Seel Worry-Free Purchase®?

No. It is optional and can be added to eligible orders at checkout for an additional fee.

What happens if my package is lost?

If you purchased Worry-Free Purchase, submit an eligible claim through Seel. Otherwise, contact the shipping carrier to request an investigation. If your package remains missing, contact Pure Romance Customer Care for assistance.

Can I return an opened product?

Opened intimate products cannot be returned for health and safety reasons. However, products with qualifying manufacturing defects may be eligible for coverage under our 1-year limited warranty.

Does Pure Romance offer a product warranty?

Yes. Eligible products include a one-year limited warranty covering qualifying manufacturing defects and material issues that affect functionality.

Still need help?

Having your order number handy helps us help you faster.