Frequently Asked Questions

1. What Do I Need to Get Started?

To get started using your Pura device, you will need a power outlet, a phone that will connect to your device via Bluetooth, and a high-speed home internet connection with a 2.4GHz WiFi network. See our article on Setting Up Your Pura Device for more information!

2. Where Is My Order/Missing Item?

We would be happy to assist you with questions regarding lost products, orders, and items that might be out of stock. For more information, see our Missing Items, Lost Shipment, and Order Shipping & Tracking articles.

3. Can I Return/Exchange My Items?

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 Our Return & Exchange Portal today. Check out our Returns & Refunds Article for more information!

4. Why Can’t I Smell My Pura?

There are many variables that may contribute to why you are not smelling your Pura. We recommend first checking out our Weak Smell Checklist to understand these fragrance variables. Then, if you are still noticing issues or have questions, please contact our Customer Support Team via live chat located on our Help Center and we will be happy to help!

5. What are the Subscription Benefits?

Having a Pura subscription is the easiest way to keep your device filled with your favorite fragrances and get the best discounts for every scent. To view all the amazing benefits of a subscription, see our Introduction to Your Pura Subscription for more details.

6. How Do I Manage My Subscription?

We are so glad you chose to subscribe with Pura! We have multiple options for controlling your subscriptions on both our app and website. See our article on Managing Your Subscription for more information.

7. Is My Device Covered Under Warranty?

Every Pura Device has a warranty that you can count on in the event of device issues. If you experience issues from defects with any Pura hardware and we are unable to resolve your issue, we will provide a replacement device! See our Device Warranty for more information.

8. Are Your Fragrances Kid & Pet Friendly?

All of our fragrances are gluten free, vegan, cruelty free, and non-GMO. Our fragrances are kid and pet friendly. Safety is our number one concern here at Pura, so we want to provide all the safety information you need to feel comfortable using our products. Click here for our fragrance ingredients and don’t forget to check out our safety guidelines!

9. What Ingredients are in Your Fragrances?

Each unique fragrance is essential oil based and contains natural ingredients to ensure the highest quality fragrance for your home. For more information, you can find our Fragrance Ingredients on our Help Center.

10. Where is Pura Available?

Pura is based in the United States, and we currently only ship our products here in the US. Though we plan to expand to other regions in the future, it is not recommended to use the Pura app or devices outside the United States, for more information visit Pura Availability & Retailers article.

You can find our products in stores like Macy's, Nordstrom, and Anthropologie! We are always expanding our relationship with major retailers across the country and you can expect to find Pura at more stores in the future.

11. Where Are My Rewards Points?

Are you an active subscriber? Then you are eligible to receive and activate your Pura rewards points. You can access your rewards points on trypura.com/pages/rewards. To learn more about rewards points, including how they are used and how you can earn them, see our rewards program article.  

12. How Do I Become an Ambassador?

Becoming a Pura Ambassador allows you to earn Pura discounts, rewards points, and even cash by being a part of our brand ecosystem. Sign up to be an ambassador today on our Ambassador Landing Page or for more information about our ambassador program, see here.

13. Where Can I Find Technical Support?

Are you experiencing technical difficulties? For any unanswered questions we are here to assist you! Check out our technical support articles for how to’s, troubleshooting, and step by step guides. If your issues persist after reviewing these articles, please contact our Customer Support Team via live chat located on our Help Center!