Frequently Asked Questions

To start experiencing Pura, you’ll need:

• A Pura Smart Fragrance Diffuser

• One or two fragrances

• A power outlet

• A phone that will connect to the diffuser via Bluetooth

• A high-speed home internet connection with a 2.4GHz WiFi network (5 GHz is not supported).

Follow the easy steps in the Pura app to set up your diffuser. If you need extra help, see our article on Setting Up Your Pura Diffuser and WiFi Network Requirements.

To check the status of your order, click here. You can find your order number in your order confirmation email. If you’re missing something from an order you recently received, check out our Missing Items article. You can also contact us.

At Pura, we understand everyone has their own fragrance preference and we want to help you find your signature scent! This is why we provide the best policy for exchanging and returning items. To request a return or exchange, visit the Return & Exchange Portal. Check out our Returns & Exchanges Article for more information.

There are a few reasons why you might not be able to smell your Pura. Check out our Weak Smell Variables to see if one of these might be the reason. Then, if you are still noticing issues or have questions, please visit our Weak Smell Troubleshooting article or contact us.

Probably the #1 best reason to subscribe to fragrances is the discount! You get 30% off fragrances when you subscribe to Pura—no strings attached. You can easily adjust or cancel your subscription and swap fragrances to try new ones. Take a look at the Pura Subscription page for more benefits.

The best way to manage your subscription is to log into your account on the website or Pura app. From there, you can edit your delivery schedule, cancel, or swap fragrances. See Account & Subscription for more help.

Your diffuser comes with a one-year manufacturing warranty. Fragrance subscribers receive the added benefit of a lifetime manufacturing warranty on their diffusers. If your diffuser is having manufacturing issues, contact us. See Device Warranty for more information.

Our mission at Pura is to bring safe, premium fragrance to your home. Pura fragrances are pet and kid friendly, paraben/phthalate free, and cruelty free. Take a look at our Pura Promise page to see how we’re always trying to do the right thing.

Pura fragrances are thoughtfully designed to never include harsh chemicals. We avoid ingredients known to cause potential harm to health or the environment, and each fragrance is ethically sourced. You can view the main ingredients of each fragrance on the website under each fragrance description. For more information on fragrance ingredients, including Pura's 'No List', see the Pura Promise.

Pura is based in the United States and currently only ships in the U.S. It is not recommended to use the Pura app or devices outside the United States. For more information, visit Pura Availability & Retailers.

We are working to bring Pura to more countries and are expanding our reach to major retailers across the globe. We’re growing, so you can expect to see more of us!

When you have a Pura account, you rack up rewards points with every purchase you make. Access your rewards points and find out more ways to earn them here.

Check out our technical support articles for how tos, troubleshooting, and step-by-step guides. If your issues aren’t resolved after looking at these articles, feel free to contact us.