Shipping policy

Shipping Policy

Last Updated: May 1, 2026

Overview

This Shipping Policy applies to all orders placed with Pristine Carbon through our official website at pristinecarbon.com. By placing an order with us, you agree to the terms outlined below.

1. Shipping Coverage

We currently ship to all 50 US states, including Alaska and Hawaii.

We do not currently ship to US territories (Puerto Rico, Guam, U.S. Virgin Islands) or APO/FPO/DPO military addresses. If you are located outside the United States, please contact us at support@pristinecarbon.com to discuss availability.

2. Shipping Carriers

We use trusted carriers to deliver your orders, including:

• USPS
• UPS
• DHL

Carrier selection may vary depending on your location and order details. You will receive tracking information regardless of which carrier is assigned to your shipment.

3. Order Processing & Delivery Timeframe

Orders placed after 11:00 PM Pacific Standard Time will begin processing the next business day.

Orders placed on weekends or public holidays will begin processing on the following business day.

4. Shipping Costs

Free standard shipping on all orders — no minimum order value required.

There are no hidden shipping fees at checkout. The price you see is the price you pay.

5. Order Tracking

Once your order has been shipped, you will receive an email confirmation containing:

• Your tracking number
• The carrier assigned to your shipment
• A direct link to track your delivery in real time

If you have not received a tracking email within 3 business days of placing your order, please contact us at support@pristinecarbon.com.

6. Order Cancellations

Orders can be canceled before they have been processed (within the handling window). To request a cancellation, contact us immediately at support@pristinecarbon.com with your order number.

Once an order has been processed or shipped, cancellations are no longer possible. Please refer to our Return & Refund Policy for assistance with returns after delivery.

7. Damaged Parcels

Please inspect your order upon delivery.

• If your package arrives visibly damaged before opening, refuse the delivery if possible and contact us immediately
• If the package was delivered in your absence and is damaged, contact our support team within 48 hours of delivery with clear photos of the damaged packaging and item
• We will arrange a replacement or refund at no cost to you for verified delivery damage

8. Lost or Missing Packages

If your tracking shows delivered but you have not received your package:

1. Check with neighbors and any secure locations on your property
2. Wait 24 hours — carriers occasionally mark packages as delivered prematurely
3. If still missing after 24 hours, contact us at support@pristinecarbon.com with your order number and we will open a carrier investigation on your behalf

Pristine Carbon will work with the carrier to resolve lost package claims and provide a replacement or refund where appropriate.

9. Shipping Delays

While we aim to deliver within the estimated timeframe, delays may occasionally occur due to factors beyond our control, including:

• Severe weather conditions
• Carrier capacity issues during peak periods
• Public holidays

Pristine Carbon is not liable for carrier-caused delays but will assist in tracking and resolving any issues wherever possible.

10. Business Hours

Our customer support and order processing team operates during the following hours:

Monday–Friday: 9:00 AM – 5:00 PM (Pacific Standard Time) Saturday, Sunday & Public Holidays: Closed

11. Contact Information

For all shipping-related inquiries, our team is here to help. We aim to respond within 1–2 business days.

Email: support@pristinecarbon.com Phone: +1 (949) 539-5422 Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (Pacific Time)

Pristine Carbon LLC 2108 N ST STE N Sacramento, CA 95816 United States

By placing an order with Pristine Carbon, you acknowledge that you have read and agreed to this Shipping Policy.