Our warehouse dispatch timeframes are 1-3 business days. Once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking details. If your order hasn’t been dispatched yet, don’t panic! During launches, sales and other high-volume periods, our warehouse can experience a much larger volume of orders than usual. Please also check whether your order contains a pre-order item, as your entire order will be shipped together once the pre-order item is ready.

Our usual dispatch timeframe is 1–3 business days. Please note: 1–3 business days refers to dispatch from our warehouse, not delivery to your door. Once your parcel has been collected by the carrier, delivery time will depend on your location and the shipping service selected. During major launches, sales or unusually high-volume periods, dispatch may take a little longer. If there are any significant delays affecting your order, we’ll do our best to keep you updated.

The 1–3 business day timeframe is our standard dispatch timeframe, not a guaranteed delivery timeframe. Once dispatched, your parcel still needs to travel through the carrier network before reaching you. You’ll receive tracking as soon as your order leaves our warehouse so you can follow its journey.

Tracking can sometimes take 24–48 hours after dispatch to begin updating, particularly between the first scan and the next carrier depot. It’s also normal for tracking to occasionally go a little while without an update while your parcel is moving between facilities. If your tracking hasn’t updated for an unusually long period or your parcel is past its expected delivery date, please contact our Customer Care team and we can help look into it.

First, please check around your property, any safe-drop locations and with anyone else at your address who may have accepted the parcel. If you still can’t locate it, check your tracking for any delivery information from the carrier. Still missing? We recommend contacting the courier directly to open an enquiry. You can also contact our Customer Care team with the enquiry number and your order number and we’ll help you investigate.

You might notice that we don’t currently include scoops in our products. This is intentional! We’ve removed plastic scoops to help reduce unnecessary single-use plastic in every pack. We know a scoop can make measuring your daily serve easier, so we’re currently working on a more sustainable alternative. In the meantime, for Gut Fibre™, one serve is approximately 1.5 tablespoons. For the most accurate measurement, you can also use kitchen scales and follow the serving size shown on the back of your pack.

If your order contains a product marked as PRE-ORDER, your entire order will be held and shipped together once the pre-order item is ready. The estimated dispatch date is displayed on the product page at the time of purchase. If you need your other products sooner, we recommend placing pre-order products in a separate order from in-stock products.

We display pre-order information and the estimated dispatch timeframe on the product page before purchase. If you’ve already placed your order and need help, please contact our Customer Care team with your order number and we’ll let you know what options are available.

If your order qualified for a free Electric Mixer promotion but your mixer wasn’t included in your parcel, please check the promotion information associated with your order. Due to the incredible demand for our mixers, during the month of July and August 2026 we unfortunately sold out sooner than expected. Rather than holding onto your order and making you wait, we've included a card with a discount code so you can claim your free mixer once they're back in stock. If you’re unsure or having issues claiming the mixer using the codes, contact Customer Care with your order number and we’ll check it for you.

It depends on what you’re looking to support: Skin & Gut Program™ — Our comprehensive program for people wanting to target problematic and acne-prone skin from the inside out. Gut Fibre™ — Our simple daily fibre supplement featuring Monash University Low FODMAP Certified Sunfiber® PHGG. A great option if you want to increase your daily fibre intake and support regularity and digestive health. Gut Balance™ — Our pre + probiotic formula designed for sensitive, bloat-prone guts. Ideal if you’re looking for more comprehensive daily digestive and microbiome support. GutGlow™ & Collagen Renew™ — Our collagen-based beauty supplement designed to support skin, hair, nails and joints while also supporting your gut. Pimple Pals™ — Hydrocolloid pimple patches for targeting individual spots from the outside. Still not sure? Our Customer Care team can help point you towards the most suitable PuraU product based on what you’re looking for.

Think of them as having two different jobs. Gut Fibre™ is primarily focused on helping you increase your daily fibre intake with Sunfiber® PHGG and supporting digestive health and regularity. Gut Balance™ combines prebiotic fibre with high-strength probiotics for more comprehensive microbiome and digestive support. They can also be used together as part of your daily gut-health routine.

GutGlow™ is our collagen-based beauty supplement for supporting healthy-looking skin, hair, nails, joints and gut health. The Skin & Gut Program™ is our more targeted program for people experiencing problematic or acne-prone skin and wanting to address skin health from the inside out.

Yes, all of our products have been formulated to complement each other and focus on different things. Meaning, they can all be used together in your daily routine.

We know waiting for your favourites is painful! Restock dates can vary depending on production and demand. If we have a confirmed restock date, we’ll display it on the relevant product page. For products that sell out quickly, we recommend signing up for restock notifications so you’re one of the first to know when they’re back.

Once your refund has been processed by PuraU, the funds are returned to your original payment method. While the refund may be processed by us immediately, it can take several business days for your bank or payment provider to return the funds to your account. If you’ve received confirmation that your refund has been processed but still can’t see it after the expected processing period, we recommend contacting your bank or payment provider first. If you need further help, contact our Customer Care team with your order number and we can confirm the refund status from our end.

Your refund will be processed once your return has been received and approved in accordance with our returns policy. Please allow 5-7 business days for our warehouse team to process the return. Once processed, you’ll receive confirmation from us. Your bank or payment provider may then require additional business days for the funds to appear back in your account.