Customer Policies

How to Reach Us

Want to place an order with a person? Have a question about Pure Pro products? We are excited to speak with you during our business hours, Monday through Thursday from 8:30 am to 6:00 pm Eastern Time. Call us toll free at 800-900-7873 or direct at 413-775-9998. You can also fax orders to 413-775-0544 and we will confirm your order with you before shipping. Contact us for more details.


Pure Pro products are sold by select spa, medical, and massage supply distributors in the US, Canada, and UK. Please call us at 800-900-7873 if you need assistance finding a distributor in your area.


Orders must be pre-paid by credit card or debit card with a credit card logo before shipping. For your convenience we accept the following cards: MasterCard, Visa, American Express, and Discover. If you wish to pay by check or money order, please call us toll-free at 800-900-7873 to place your order. Please do not send cash.


Orders placed Monday through Wednesday will be shipped the following business day and orders placed by 2pm (EST) Thursday will be shipped the same day.  Orders placed after 2pm (EST) on Thursdays through Sunday will be shipped the following Monday.

Orders for in-stock items ship within 2 business days. Most orders ship to the contiguous 48 states via United Parcel Service (UPS) Ground shipping, and for smaller orders we can ship via United States Postal Service (USPS). Orders to Alaska, Hawaii, Puerto Rico, and US military addresses ship only via United States Postal Service. Please allow 1-2 weeks for your order to arrive. Expedited services such as 3 Day, 2 day, and Next Day shipping via UPS are available at checkout. NOTE: Allow one business day to process your order such that if you order on a Monday and select Next Day UPS shipping, that order will ship out on Tuesday and be delivered on Wednesday.


Our goal is to fit your practice with the best products. If you are dissatisfied with your purchase, please let us know. Call us for a Return Authorization Number before sending your return. We accept authorized returns of unopened merchandise up to 30 days from date of purchase. Shipping charges are non-refundable and there is a restocking fee of 20% of the purchase price. Securely re-pack and insure product to assure safe return to Pure Pro.

No returns on sale or closeout items. Returns are accepted on DVDs only if defective and any defective item will be exchanged for the same item. Returns will not be accepted without our Return Authorization Number

If you are unhappy with a product, we want to know why!

Your complete satisfaction is important to us and we understand that buying a product you've never tried before from a web site or catalogue can be unsettling. We try to provide you with as much information as possible to make an informed purchase and are always happy to speak or e-mail directly with you regarding any specific questions you may have about our products. Additionally, we offer samples and small sizes for you to purchase so that you can feel the products and try them in your practice before you invest in discounted bulk sizes. 

How do I make a return?

  • Contact us with your feedback and to obtain an RMA number. We are happy to help you decide how to ship the item safely back to us, estimate your refund amount or arrange to exchange it for a different item.
  • Repackage the item securely to ensure safe return to us. We recommend that you purchase insurance and have the ability to track the return in transit.
  • Write the assigned RMA number clearly and prominently on the outside of the box.
  • When your return is received we will notify you by phone, e-mail or in writing that your refund has been processed or your exchange has been made. If you have a preference of notification, please enclose a note with your return package or call to let us know.

No returns on sale or closeout items. Returns are accepted on DVDs only if defective and any defective item will be exchanged for the same item. Returns will not be accepted without our Return Authorization Number. 


If your order arrives incomplete or damaged, please contact us so we can arrange for an immediate replacement.

Shelf Life

All of our massage oils, lotions, creams, Arnica products, and essential oils are warrantied for 6 months from date of purchase under normal use conditions. We store samples of every batch we make for comparison in the event of a complaint. Pure Pro natural massage oils have at least a 6 - 12 month shelf life; lotions and creams have a 12 - 18 month shelf life. Store all products tightly capped in a cool, dark place away from sunlight. If storing for more than 12 months, we recommend refrigeration immediately.


Proper storage and laundering of oily linens is very important. All vegetable oils are potentially combustible if overheated in a dryer. Refer to laundry tips for more information.


Statements about product benefits made on this website have not been evaluated by the Food and Drug Administration. Pure Pro products are not intended to diagnose, treat, cure or prevent any disease or ailment. Persons with medical concerns and needs, the elderly, women who are pregnant or nursing or treating infants, those taking prescription medications, and those currently under care of a medical professional should consult with their primary care practitioner before using any product.



Your privacy is important to us and we take it very seriously. We do not and will not sell, rent, barter, give away or disclose your personal information to other companies or organizations. We are a small, ethical business run by people just like you. We value your wishes, your security, and your loyalty.

Information We Gather

The information that we retain includes anything you willingly provide to us on our forms. This also includes any personal information you provide to us by email, by telephone, by fax or in writing. All of this information is used solely to service your account and is securely protected both online and in our offices. At any time a visitor can choose to just browse our site without providing any personal information.

Use Of Information

We seek your permission to send you educational, informational, and promotional emails. When you set up your account, you can choose what kind of non-essential contact you desire. You can modify these preferences at any time in My Account section of our web site. You can also click unsubscribe in the email, or call or write us directly to remove your name. Please understand that we may still need to contact you for clarification purposes when processing orders as well as requests for catalogues, pricing, and product information.


"Cookies" are small pieces of information that are stored by your Internet browser on your hard drive. Cookies help our site remember information to make your shopping experience faster and easier, such as storing items in your shopping cart and remembering you as you return to the site from your computer. To safeguard your personal information and protect your account from unauthorized use, we recommend that you "Log out of purepro.com" at the end of your visit, especially if you use a public or shared computer.


This web site contains links to other sites. Though we have thoughtfully chosen the sites with which we affiliate ourselves, we are not responsible for the privacy practices, content, or activities of any other sites or the companies or organizations that operate those sites. Nonetheless, we do welcome your feedback regarding our selection and your experiences with those companies and organizations.


We take every precaution to protect your information. When you submit or access your personal information (log in to the site, request an online account, modify your account information, view your shopping cart, place an order), your personal information is transmitted via a secure server. All credit card account information that you provide is encrypted by Secure Socket Layer technology to ensure safe transmission to us. We take full responsibility for ensuring that all of your personal and financial information is protected from unauthorized access.

In addition to protecting your information online, we also safeguard your personal and financial information in our offices. This information is accessible only to authorized personnel for the purposes of servicing your account and managing our financial records.