Shipping & Return Policy
HOW LONG DOES MY ORDER TAKE TO PROCESS?
Orders through mypaume.com are processed to be shipped in 2-5 business days. Wholesale orders & business subscription orders are processed within 5-7 business days.
HOW LONG DOES MY ORDER TAKE TO SHIP?
All orders are shipped via standard ground shipping which can take 3-10 business days to be delivered from the first tracking movement. All PAUME sanitizer products are ineligible for air freight (due to flammable goods limitations by the IATA).
DAMAGED PRODUCTS IN TRANSIT
If an order arrives damaged in transit please reach out to us at firstname.lastname@example.org with the subject line:
Damaged Product: [order number] with pictures of the damaged product.
If you purchased Green Shipping Protection Insurance with your order please file a claim with Corso directly to process a reship or refund.
RECEIVED THE WRONG PRODUCT?
If an order arrives and you receive an incorrect product, please reach out to us at email@example.com with the subject line:
Incorrect Product: [order number] let us know the product missing from your order and the product you were sent.
Our warehouse has a 99% accuracy fulfillment rate but mistakes do happen! We will be able to confirm missing items from the warehouse picture prior to shipping to confirm missing or incorrect items and will resolve the reship within 24 hours.
Before you submit a return, we would love the opportunity to resolve any issues you are experiencing. If you do end up deciding that the product you ordered is not right for you, please be aware that you may be required to pay a restocking fee.
Returns will only be accepted for items that are unopened, unused, and in the original box packaging or still have the sticker seal where applicable. Any shipping cost paid by the customer during checkout is non-refundable. Any products that have been opened and used are not eligible for a refund or exchange. The customer is responsible to inform PAUME of a return request within 7 calendar days of delivery as stated on the tracking number or it will not be eligible for a return. Items purchased with a discount of 20% or more are not eligible for refund and are final sale.
Please note that the customer will be required to arrange and pay for the cost of the return shipping label.
If you discard the products or the product packaging, and are unable to provide documentation of the item(s), we will not be able to honor a refund/replacement.
Products purchased through third party retailers must be claimed directly to them. We are unable to process claims of damaged products that haven’t been ordered directly through mypaume.com.
How to Process a Return:
- Ensure your request is within 7 calendar days of delivery as stated on the tracking number.
- Email firstname.lastname@example.org with the subject line: Refund Request: [order number] with the following information: (no claims will be processed unless this documentation is submitted)
Picture or video of the products in their original packaging or of the seals where applicable.
Picture of the shipping box the products were delivered in.
Picture of the original shipping label on the shipping box.
What products you wish to return.
We will get back to you within 48 hours from your initial request. If your request is approved we will provide you with our warehouse address to ship the product back to and you must provide a tracking number.
Once the product is received at our warehouse, please allow for 2-4 business days for our warehouse team to process your return. Our warehouse team will conduct a quality check, to ensure the products are unused.
If our team confirms the products are in sellable condition we will process a refund for the products that are approved by our team.
CAN PAUME SHIP TO PO BOXES?
Due to the flammability specifications of the sanitizer, couriers do not permit shipment to P.O. Boxes. If a customer enters a P.O. Box, the courier service will return the shipment, and the customer will be responsible for the cost of a second shipment.
MY TRACKING NUMBER SAYS MY PRODUCT IS DELIVERED, BUT I DIDN’T RECEIVE IT.
If the customer has a shipment that has been confirmed delivered, yet they are not in receipt of the product, it is the customers responsibility to contact and file a claim with the courier. You should contact the courier so that they can provide you further information on where your order was scanned upon delivery. Please note that it is the customer's responsibility to ensure the destination address is secure to receive packages.
CAN I MODIFY THE SHIPPING ADDRESS OF MY ORDER?
Once an order is successfully placed, we can only modify the shipping address if this hasn’t been picked up for fulfillment. If a package has been picked up for fulfillment or shipped, we can no longer modify the shipping address provided during checkout.
CAN I CANCEL MY ORDER BEFORE IT SHIPS?
Once an order is successfully placed, we cannot accept cancellations since the information is transferred to our logistics partner who processes orders immediately. If you wish to return your product, you must wait until the product is received, and then follow the Return Instructions on this page to be eligible for your refund.
Due to periods of unforeseen high demand, we occasionally offer the opportunity for customers to “pre order” a product. This feature is meant to ensure customers have an opportunity to reserve their shipment, once the product is available for fulfillment. PAUME reserves the right to alter expected ship dates at any time, and without notice. Similarly, all customers who purchase using the preorder functionality, hereby acknowledge that they are pre-ordering a future-available product, and understand that expected ship date will be at the sole discretion of PAUME. All pre-orders will be shipped based on a “first come, first serve” basis. When pre-ordering, you'll be charged the whole amount of the order at checkout. The order will only ship once all items are in stock. We do not split shipments as items become available. If at any time you wish to cancel your preorder, please contact us at email@example.com.
DOES PAUME SHIP INTERNATIONALLY?
We ship to the USA through mypaume.com and Canada through mypaume.ca, and hope to expand in the future. At this time we do not ship to other regions, however, some of our retail partners ship internationally like Green Jungle Beauty Shop.