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FAQ

    General
  • Do I need to create an account to order?
  • As a registered customer, what are my other benefits?
  • How do I add items to my shopping cart?
  • How can I remove an item from my shopping cart?
  • How do I order?
  • How do I checkout?
  • What payment methods do you accept?
  • Is the ordering process secure?
  • What about taxes?
  • How can I tell if my order went through?
  • Can I track my order online?
  • When will I get my order?
  • Where do I get support for my purchase?
  •  
    Shipping Methods and Shipping Rates
  • Where does Pure Mobile ship from?
  • Can you ship my items just anywhere?
  • What shipping methods does Pure Mobile use?
  • How are shipping rates calculated?
  • Are there any customs and duty fees involved?
  • What about shipping insurance?
  • How do I calculate shipping cost?
  •  
    Account Related
  • Can I place an order without registering my account?
  • Can I have more than one billing address?
  • Can I have more than one shipping address?
  • How do I make changes to the address in My Account?
  • How do I cancel an order?
  • What should I do if I forget my password?

 

Do I need to create an account to order?

Yes. By creating an account at Pure Mobile you will be able to shop faster, be up to date on an orders status, and keep track of the orders you have previously made. You'll also have access to your loyalty points that you acquire by completing actions on our website by; placing an order, posting a product review and more.

 

As a registered customer, what are my other benefits?

As a registered customer, you become entitled to special discount schemes and promotional pricing offers. If you've registered for our newsletter you'll receive all promotional updates straight into your inbox so you'll never miss out on a deal. In addition you can accumulate loyalty points that can be exchanged for real money discounts on future orders. You acquire loyalty points by placing an order, posting a product review and more.

 

How do I add items to my shopping cart?

Search for the item you want to purchase. Once you are in the item's page you can adjust the quantity to order of that item. You will see an 'Add To Cart' button like the one below:

 

Add to Cart
Click on the 'Add To Cart' button to add the item to your shopping cart.

 

How can I remove an item from my shopping cart?

Simply click on your Cart in the top-right corner. Next to each line item is a grey "X" on the far right side. Click it to remove that item.

 

How do I order?

Feel free to browse Pure Mobile's product catalog and simply add the items your wish to purchase in your Shopping Cart. You may edit, remove or add items to your cart at any time. When you are done shopping and browsing our products, all you need to do is access your Shopping Cart and checkout with the items you currently have in your cart. When the checkout our items is complete you will then choose your shipping method. We offer different shipping methods with different rates. The next step will be to choose a method of payment. After entering all the details of your preferred method of payment and order confirmation page will follow. In addition to that, an automatic confirmation e-mail will be sent to you.

 

Remove from Cart

 

How do I checkout?

In the top right corner, you will always have access to a preview of your cart by hovering over your cart total. You can click "Cart" or the total to go directly to your shopping cart to review.

To checkout out, click on "Checkout" in the top right corner.

 

Checkout

 

Alternatively, if you click on "Cart" or the total to review your shopping cart there will be a button "Proceed to Checkout" on the next page.

 

Shopping Cart Checkout

 

What payment methods do you accept?

Please refer to our Payment Information section for further information.

 

Is the ordering process secure?

Pure Mobile automatically encrypts your confidential information in transit from your computer to Pure Mobile's data processing server using the Secure Sockets Layer protocol (SSL) with an encryption key length of a minimum of 128-bits or 256-bits(the highest level commercially available). Encryption level is dependent on your browser and version.

 

If your method of payment is PayPal, your information is safe. Please refer to PayPal Data Security and Encryption section for further information.

 

What about taxes?

For US Customers we do not charge sales tax.
For UK Customers we do not charge VAT.
For Canadian customers the following taxes will apply:

Alberta: 5% GST
British Columbia: 12% HST
Manitoba: 5% GST
New Brunswick: 13% HST
Newfoundland and Labrador: 13% HST
Northwest Territories: 5% GST
Nova Scotia: 13% HST
Nunavut: 5% GST
Ontario: 13% GST
Prince Edward Island: 5% GST
Quebec: 5% GST + 9.975% PST
Saskatchewan: 5% GST
Yukon: 5% GST

 

How can I tell if my order went through?

After your payment information has been processed you should get an order confirmation page. In addition to that, an automatic confirmation e-mail will be sent to you. If you did not get an order confirmation page or you did not receive a confirmation e-mail, please let any of our Sales Representatives know about it before re-ordering.

You can also sign in to your account and check your order status. If no orders are displayed we suggest contacting any of our Sales Representatives via Live Help or E-Mail.

 

Can I track my order online?

Tracking your order has never been easier, simply click "Account" in the top right corner.

 

Account Location

 

On the next page you'll have access to your recent orders and account information. To view the details of an order, click on the "View Order" link associated with that order.

 

Recent Orders

 

When will I get my order?

The following are expected travel times after the item leaves our warehouse. Most orders ship from our warehouse the next day from the date the order was placed.

Standard Shipping: 1-2 Business Days, delivered in the morning.

 

Where do I get support for my purchase?

Pure Mobile does not provide end-user technical support on any of the items that it sells. For warranty service after PureMobile's 15-day return policy contact the product manufacturer, using the contact information included in the package, or found on the product manufacturer's website.

Please read our Warranty and Return Policy section for further information.

If you are unable to get support from your GSM Service Provider on configuring your added services such as GPRS, MMS, SMS, and any other service, you can contact our support department for help. In most of the cases, we are able to provide easy to follow steps on how to configure your phone.

 

Shipping Methods and Shipping Rates

 

Where does Pure Mobile ship from?

Pure Mobile will ship from either Canada or the United States depending on stock availability at the time the order is processed. The only case in which an item is not shipped from North America is when a customer places a special order for an item that Pure Mobile usually does not carry in stock. The customer will be notified that the item will come from overseas in such a case.

 

Can you ship my items just anywhere?

If an order was placed using a credit card or PayPal, for security reasons, we will only ship to the billing address (Confirmed Address) of the credit card or PayPal account. There will be No Exceptions.

Please refer to our Payment Information section for further information.

 

What shipping methods does Pure Mobile use?

PureMobile has the following shipping options for North America:

United States Priority: $19.99 US (1 to 2 business day* service). 
United States Regular**: $4.99 US (4 to 7 business day* service).

Canada Priority: $19.99 CAD (1 to 2 business day* service).
Canada Regular: $4.99 CAD (4 to 7 business day* service).

The above times are met when items are available and orders are received before 5PM EST.

*Business day refers to Weekdays (Monday to Friday) only. Holidays and weekends (Saturday/Sunday) are excluded.
**United States Regular Shipping is only offered on orders under $200 US.

 

What about shipping insurance?

Orders shipped via Express or Priority shipping will be insured at no extra cost.

 

How are shipping rates calculated?

Pure Mobile uses the total ($) dollar amount of the order to calculate shipping rates. Shipping will be calculated at the checkout point, and it will be displayed in the shopping cart summary.

 

Are there any customs and duty fees involved?

US and Canadian Customers:
No. There are no customs and/or duty fees involved as we are mostly shipping from within North America.

United Kingdom Customers:
Please contact a Sales Representative for further information.

 

Account Related

 

Can I place an order without registering my account?

Before you place an order with us, you must register with us. We understand how valuable your time is and our registration has been designed to take up less than a minute of your time. You will not be required to enter your billing or shipping until you've placed your 1st order, at which time your billing and shipping will be saved for future purchases saving you even more time.

 

Can I have more than one billing address?

No. You cannot have more than one billing address, however you can change your billing address at any time by editing it via your Account in the top right corner.

 

Can I have more than one shipping address?

No. We can only ship items to your billing address.

 

How do I make changes to an address in my Account?

In the top right corner click Account, and the next page with show your account information with links to edit.

 

Account Location

 

Edit Billing or Shipping Address

 

How do I cancel an order?

To cancel an order, you must contact our customer service executive either by e-mail or through telephone and they will give you further information.

 

What should I do if I forget my password?

Retrieving your password is very easy. From the login page locate the "Forgot Password?" link located to the right of the Login button. This will bring up a new page requesting your email you used upon registration. Click submit and our system will generate an email with a link to reset your password. If your encounter problems at any time retrieving your password, please contact our Customer Support.