PURE

Shipping and Delivery Policy

1. Delivery Areas

This website currently ships only to valid addresses in mainland China.

We currently do not ship to:

  • Hong Kong Special Administrative Region of China;
  • Macao Special Administrative Region of China;
  • Taiwan region of China;
  • Other countries or regions outside mainland China;
  • Remote, restricted, or special areas where delivery carriers cannot provide normal service.

For orders outside our delivery area, we may contact you to change the delivery address or cancel the order and refund the amount paid to the original payment method.

2. Delivery Information

When placing an order, please provide true, accurate, and complete delivery information, including:

  • recipient name;
  • A valid mainland China mobile number;
  • Province, city, district, or county;
  • Street, building or house number, and any other necessary address details.

You are responsible for delays, returns, losses, or additional costs caused by an incorrect address, invalid contact details, incomplete information, refusal by the recipient, prolonged inability to contact the recipient, or failure to collect the package promptly.

Once an order has shipped, the delivery address generally cannot be changed. If you need to request a change, please contact us as soon as possible at service@purehikegear.cn —however, we cannot guarantee that the change can be completed before the product ships.

3. Order Processing Time

Unless otherwise stated on the product page, in-stock orders are generally processed and shipped within a reasonable business timeframe after payment is confirmed.

The following may extend order processing time:

  • Weekends or statutory holidays in mainland China;
  • Promotional campaigns, crowdfunding, pre-sales, or new product launches;
  • Customized products or products requiring additional processing;
  • Order information requiring further confirmation;
  • Temporary product shortages;
  • Warehouse inventory checks, system maintenance, or other operational disruptions;
  • Force majeure or other circumstances beyond our reasonable control.

Estimated shipping times for pre-sale, customized, and special-batch products are subject to the relevant product page, order page, or separate notice from us.

4. Delivery Carriers

Depending on the product type, delivery area, transportation conditions, and operational arrangements, we generally use the following carriers:

  • ZTO Express;
  • SF Express.

We may select either carrier according to the circumstances and may use another suitably capable carrier when necessary.

Unless we expressly agree otherwise, customers generally cannot specify a particular carrier or delivery method.

5. Delivery Timeframes

After shipment, estimated delivery times are based on the information displayed on the carrier’s official website, app, or tracking system.

Delivery times published or displayed by the carrier are estimates only and do not constitute our guarantee of a specific delivery date.

The following may extend delivery times:

  • Extreme weather or natural disasters;
  • Road, air, or rail transportation restrictions;
  • Holidays, promotional periods, or peak shipping seasons;
  • Delivery addresses in remote areas;
  • Temporary traffic or regional restrictions;
  • Carrier backlogs, mis-sorting, or transfer disruptions;
  • The recipient being unreachable or failing to collect the package promptly;
  • An incomplete or incorrect address;
  • Government actions, public health events, or other force majeure events;
  • Other circumstances outside our direct control.

We will reasonably assist with tracking inquiries, but we are not liable beyond the extent required by applicable law for delays directly caused by carriers or force majeure.

6. Shipment Tracking

After an order ships, we generally provide the tracking number through your website account, by email, or through another appropriate channel.

You can track the shipment through the relevant carrier’s official website, app, or customer-service channel.

If tracking information has not been updated for an extended period, please contact us at service@purehikegear.cn and provide:

  • order number;
  • recipient name;
  • telephone number;
  • Tracking number;
  • A description of the issue.

7. Receipt and Inspection

When receiving a package, please inspect the outer packaging before accepting delivery whenever possible for obvious damage, crushing, water exposure, tears, resealing, or other irregularities.

If you notice any obvious irregularity, we recommend that you:

  1. Photograph the outer packaging, shipping label, and affected areas immediately;
  2. Ask the delivery person to record the irregularity in the delivery record;
  3. Refuse delivery if the issue is serious;
  4. Contact us as soon as possible at service@purehikegear.cn regarding the issue.

If a package is accepted by a family member, reception desk, property management, parcel locker, pickup station, or another authorized recipient, delivery is generally considered complete. Please collect and inspect the product promptly.

Without affecting your statutory consumer rights, if you discover missing, incorrect, damaged, or otherwise irregular items, please contact us within 48 hours of receipt whenever possible so that we can promptly check shipping and warehouse records.

Missing this timeframe does not automatically exclude your statutory rights, but it may make it more difficult to verify the facts and determine responsibility.

8. Products Damaged in Transit

If a product is damaged in transit, please retain:

  • The complete outer packaging;
  • Internal packing materials;
  • The shipping label;
  • The damaged product and all accessories;
  • Photos or video of the unboxing process;
  • Clear photos showing the damage.

Please contact us at service@purehikegear.cn and submit your order number and relevant supporting evidence.

If the damage is confirmed to have occurred in transit, we will arrange one or more of the following remedies based on inventory, product condition, and applicable law:

  • Send replacement parts;
  • Replace the product;
  • Repair the product;
  • Accept a return and issue a refund;
  • Agree on another reasonable solution with you.

For returns or exchanges confirmed to result from a product quality defect, incorrect or missing items, or carrier responsibility, we will bear the corresponding reasonable and necessary shipping costs as required by law.

9. Lost Packages or Tracking Exceptions

If tracking shows that a package has been stalled for an extended period, returned unexpectedly, or may be lost, please contact us promptly.

We will initiate an inquiry or investigation with the carrier. The time required will depend on the carrier’s procedures and the specific circumstances.

If the carrier confirms that the package is lost, or a reasonable investigation determines that it cannot be delivered normally, we will, as appropriate:

  • Reship the order;
  • Refund the price of the affected product;
  • Agree on another reasonable solution with you.

If tracking shows that a package was delivered normally but you report that it was not received, we may ask you to first check with:

  • Family members or other members of your household;
  • Your workplace, reception desk, or property management;
  • Parcel lockers or pickup stations;
  • Neighbors or other authorized recipients;
  • The proof of delivery provided by the carrier.

We will assist with the investigation, but the outcome will be determined based on tracking records, proof of delivery, the delivery-address circumstances, and other evidence.

10. Refused, Undeliverable, and Returned Packages

If a package is returned for any of the following reasons:

  • The delivery address is incorrect or incomplete;
  • The phone number is incorrect or unreachable;
  • The recipient refuses delivery;
  • The storage period at a parcel locker or pickup station expires;
  • The recipient fails to collect the package as required;
  • The recipient requests a return without contacting us first;
  • Or the return is caused by another reason attributable to the recipient,

we may discuss reshipment or a refund with you after receiving the returned product and confirming its condition.

The consumer may be responsible for the original shipping fee, return shipping fee, and reshipment cost arising from a return for personal reasons, except where otherwise required by law or where the product has a quality defect.

11. Transfer of Delivery Risk

Delivery is generally considered complete once the product has been delivered to the address you provided and accepted by you or a recipient authorized by you.

If loss or damage results from storage after acceptance by your designated recipient, a parcel locker, pickup station, reception desk, property management, or another collection location, we will provide reasonable assistance, but responsibility will be determined according to the circumstances and applicable law.

12. Force Majeure

If shipment or delivery is delayed by natural disasters, extreme weather, war, strikes, public health events, transportation disruptions, government actions, communication failures, system failures, or other events that cannot reasonably be foreseen, avoided, or controlled, we will make reasonable efforts to minimize the impact and notify you where appropriate.

This section does not exclude or limit any mandatory rights granted to consumers under applicable law.