Contact Us

Get in Touch with Pura

At Pura, we’re dedicated to making your smart fragrance experience seamless. Whether you have questions about your order, need help with your diffuser, or want to adjust your subscription, our team is ready to assist. Choose the contact method that works best for you—we’re here to listen and resolve.

1. Direct Contact Channels

We offer multiple ways to connect, so you can reach us when and how it’s convenient:

Email Support

Our team responds to inquiries within 24-48 business hours. For the fastest resolution, include your order number (if applicable) in your message.
Ideal for: Order issues, subscription changes, product troubleshooting, and general questions.

Mailing Address

For formal correspondence or returns (per our 60-day return policy), send mail to our headquarters:
🏢 Address: 431 Diamond Street, San Francisco, California 94114, United States
Note: Returns require a pre-authorized return number—contact us first via email to initiate.

Website Portal

Access real-time account tools and support resources directly through our site:
🌐 Official Site: puraoutlet.com
Use for: Managing subscriptions, tracking orders (1-3 day fulfillment, 6-12 day delivery), updating payment details, and browsing FAQs.

2. Scenario-Based Support

Find tailored help for common needs—we’ve streamlined the process to save you time:
Your Need
Best Contact Method
Key Details
Order tracking or delivery issues
Website portal + Email
Include your order number; we’ll share tracking updates and resolve delays (including expedited delivery concerns).
Subscription adjustments (savings, refills)
Website portal
Log in to update fragrance preferences, pause deliveries, or cancel (20% monthly savings apply to active subscriptions).
Diffuser troubleshooting
Email
Describe the issue (e.g., connectivity, battery) and we’ll share step-by-step fixes or warranty support.
Refund status
Email
Reference your return tracking number; refunds process within 5-10 business days of return acceptance.
Partnership or business inquiries
Email (subject line: “Business Inquiry”)
Our team reviews partnership requests and responds within 3-5 business days.

3. Visit Us (By Appointment)

Our San Francisco headquarters is open for in-person assistance by appointment only. Schedule a time to discuss product demos, subscription plans, or support needs:
📅 Schedule an Appointment: Include “In-Person Visit Request” in your email to service@puraoutlet.com.

4. Self-Service Resources

Skip the wait with our handy guides—most questions are answered here:
  • FAQs: Find quick answers to shipping, returns, subscriptions, and device setup.
  • User Manuals: Download guides for Pura smart diffusers and app integration.
  • Troubleshooting Hub: Fix common issues like connectivity errors or fragrance clogs.
Access all resources via the “Support” tab on puraoutlet.com.

We’re Committed to Your Experience

At Pura, every question matters. We prioritize clear, timely communication to ensure your home fragrance journey is stress-free. Whether you’re a new customer or a long-time subscriber, we’re here to help you make the most of your Pura products.