Questions about PanCAN?
Contact our customer service team at info@pancan.org

Questions about your order?
Contact our ShopPurple customer service team at shoppurple@pancan.org

What is your Returns & Refund Policy for International Returns?
We guarantee to refund any item purchased on ShopPurple@pancan.org that you are not completely happy with when you return it to us in a saleable condition within 14 days of receipt. Items should not have been worn or laundered. We are not able to refund the shipping and import charges from delivery nor will we pay for shipping the return item back unless it was our error or the item was damaged.

I've returned my items but not yet received my refund.
We aim to process all returns as quickly as possible. If you have received an email to confirm your refund, please allow up to 5-10 working days for this to appear in your account.

If you have not yet received an email to confirm your refund is being processed, please allow up to 28 days from the date you sent your item before querying your return.

How do I return an online purchase?
To return an Internet purchase by post you will need to request a return within 14 days of receiving your item.

Please contact Customer Service at shoppurple@pancan.org or at (310) 706-3378 during the hours of 9 AM and 4 PM PST Monday through Friday.

Please remember to ask your Post Office for proof of postage (either by stamping your returns label or providing a receipt) and keep it safe for your reference. Without this, we cannot refund any money if we do not receive your parcel.

Please allow 28 days from the day the parcel is posted for your refund to be processed. We will email you to let you know once your parcel has been received and your refund is complete. It may take up to 5 to 10 working days for the refunds to show in your account after the goods have been received. Refunds will be credited to your original method of payment. 

Do you offer free returns?
Unless your item was received in error or was received damaged we require the customer to pay for shipping.

Also, always remember to keep a copy of your proof of postage in case a returned item goes missing, as we cannot refund any money if we do not receive the returned items without this.

Can I exchange my item?
Please contact shoppurple@pancan.org regarding exchanges. The customer is responsible for shipping costs unless your item was received damaged.

I am unable to log in to my account or create a returns number
If you experience any technical difficulties when accessing your account, please click on the link below to contact our Customer Service team who can enable your account and arrange a password reset. shoppurple@pancan.org.

My international order is late
Most parcels will reach their destination within two weeks, however, some destinations may require additional time allowed for parcels to arrive.

As most parcels will reach their destination within two weeks, we are unable to query your parcel before this time. If this time has passed and you have still not received your parcel please contact our Customer Service team at shoppurple@pancan.org.

Which countries do you delivery to?
For international shoppers to make sure you're shopping on the best site for you please contact shoppurple@pancan.org before placing your order.

Who will be delivering my parcel?
US shipments will be delivered by USPS. We use various couriers depending on the destination for international orders. Once you receive your shipping confirmation you should contact ShopPurple@pancan.org

Do you deliver to PO Box destinations?
Yes, we are able to deliver to PO Box destinations.

What payment methods do you accept?
We accept American Express, Visa, Discover, MasterCard, PayPal, Apple Pay, Google Pay and Meta Pay. Transactions are charged at the time the goods are ordered, when you click on the confirm and pay option.

If for some reason we are unable to ship your goods, the value of the items that are not shipped will be refunded to the original method of payment.

All prices are exclusive of shipping charges, handling fees and sales tax (if applicable). The total cost of the order is the price of the products ordered plus the delivery charge and sales tax (if applicable).  

There is a missing or incorrect item in my order
Please contact shoppurple@pancan.org for questions about your order.

The item I have received is damaged
We are sorry that your goods have not reached you in perfect condition. Please contact shoppurple@pancan.org for return procedures for all faulty or damaged items.

 Can I cancel or amend my order?
Once an order has been placed, we are unable to amend any aspect of the order including sizes, number of items and delivery address.

Why have I received additional charges?
Please note, all orders are shipped from the US. International customers will be responsible for paying any applicable import duties and taxes unless you have selected Express & Duty Paid shipping where duties are paid by us. 

Charges may vary based on the content of the order. Customers are advised to contact their local customs office for further information on current import regulations.

My order did not go through but the money has been taken out of my account
If we cannot ship your order, a refund will be processed within 72 hours.

If this timeframe has elapsed, or you are a PayPal customer and the money still has not been released, please contact us at ShopPurple@pancan.org.

I need my account to be unlocked or my password reset
If you have forgotten your password, please contact us at ShopPurple@pancan.org.

Our Customer Service department is open between:
9 AM and 4 PM (PST) Monday through Friday

I want to unsubscribe from the newsletter
Click on the "unsubscribe" link at the bottom of the last email that you have received from us. If you have tried this and it did not work, please contact us at info@pancan.org.

My promotion code didn't work when I placed my order
Please contact us at ShopPurple@pancan.org.

I have a general product query
If your query relates to an item that has been advertised online, please provide a detailed description of the product using the Contact Us form online so that we may locate information.

We are unable to place orders for items that are not currently available on our website. While we do sometimes replenish stock, we are unable to notify you if more has arrived. Please continue to check our website for updates on stock availability.

Can I use a gift card to pay online?
ShopPurple Gift Cards can be purchased and used to purchase items from the online store.