Order Support

Online Ordering FAQs

Online Ordering FAQs

Orders can be shipped to addresses within the U.S. only, excluding U.S. Territories. Orders cannot be shipped to P.O. Boxes or APO/FPO addresses. See Shipping & Returns FAQs for more details.

  • Are there any products that I can’t use a Promo Code for?

    Promo codes are valid for most purchases but there are a few exclusions, which can be found below.

    Current promo codes are not valid on the following items as they are already reduced as part of a Clearance Sale:

    Unless noted, excluded products are also excluded from all sitewide discounts and special promotions, even when a promo code is not required to receive a discount.

  • What do I do if my Promotion Code doesn’t work?

    Verify that you entered the promo code number exactly as shown, without spaces. Additionally, verify the date you are using the promo code falls into the applicable date range.

    Confirm that your purchase is not part of any current exclusions – which can be found in the FAQ item above.

    Once these are confirmed, if the problem persists, please contact our Consumer Service team online or by phone at 1-800-787-5463.

    Please note that discounts and promo code offers cannot be combined. Additionally, you cannot use a promo code to receive an additional discount on a product that is included in an active sale.

  • Can I reorder filters?

    Yes, if you have registered for an account with us, it is easy to reorder an item you have purchased previously. You can do so by logging in, viewing your order history, and selecting “reorder”.

    We are hard at work adding new features to the site to make this process even easier. Check back soon for filter subscription options coming in the future.

  • What methods of payment does PUR accept?

    We accept Visa, MasterCard, Discover and American Express. Debit cards with a Visa or MasterCard logo are also accepted. Unfortunately, checks, money orders, and AMEX/VISA/MC/DISCOVER gift cards are not accepted.

  • Why does my credit or debit card show two charges?

    Sometimes credit/debit card statements contain two transactions, but this is only temporary. When a purchase is made, a pre-authorization charge is placed on credit/debit cards that temporarily holds funds on an account. This is not actually a charge on your card. Once the order has been shipped, this authorization becomes an approval and charges your account. The pre-authorization is released at a maximum of 72 hours from the time of order.

  • The address I typed is correct, but the website shows a message that says it’s not verified. What should I do?

    Check to make sure that the billing address you typed matches the address on file with the credit card company. If yes, you should be fine to proceed with your order, as the address will be verified again as part of the shipping process. If there is a concern with the address you provided, you will be contacted using the phone number provided to verify.

    If you still encounter a problem submitting your order after you’ve verified that the billing address matches, please contact our Consumer Relations team for further assistance.