Customer Service
We are committed to providing the best products and friendliest customer service. If you should have any questions about ordering or a question about any of our great products, please feel free to contact us with the information provided below. For customer service, please call 866-955-4574 or email PureChillShop@rephelpdesk.com.To check the status of your order, please click here.
Distributed by Ontel Products, 21 Law Drive, Fairfield, NJ 07004
Shipping Policy
This product will ship within 30 days from the time the order is processed and will be mailed via FED EX Smart Post. If you have any questions concerning the status of your order, please contact our customer service department.
Return Policy
60-Day Money Back Guarantee (Less Shipping, Processing, Handling, and Fees). Return via USPS. To obtain your return authorization number, please call our customer service department at 866-955-4574. Please include your complete name, address, daytime telephone number and email address inside the return package when returning your item.
Security Policy
Your payment and personal information is always safe. Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read over the internet.
Shipping Insurance
Lost Orders
An order is considered lost if tracking never confirms package status as "delivered". If tracking shows no movement or looks to be stuck after exceeding the appropriate amount of shipping days (2-3 weeks), then orders may be considered lost and a claim can be made by contacting customer service. Claims for orders lost in-transit must be filed no later than 30 days from the last available tracking update.
Stolen Orders
An order is considered stolen if tracking confirms package status as "delivered," but the package was not received. We ask that you wait 5 days from the day your package status was marked "delivered" before contacting customer service and filing your claim. This allows time for your package to arrive. Claims for stolen orders must be filed within 15 days from the date your package was marked "delivered".
Damaged Orders
If your item arrives damaged, unusable, or in an unacceptable condition, we encourage customers to file a claim immediately. Please contact customer service and include a photo reference of the damaged item and packaging received. Claims for damaged orders must be filed within 15 days from the date your package was marked "delivered".