PureBurner customer service

How to reach us

Everything goes through support@pureburnerau.com. We keep support on email on purpose: every request is written down, nothing depends on who picked up the phone, and you keep a copy of what we agreed. Our team works Monday to Friday, 9am–5pm AEST, excluding Australian public holidays.

There is no call centre script and no chatbot loop to escape. A person reads your message and replies to it. If your question needs the carrier or the warehouse involved, we tell you that rather than leaving you wondering.

What we can help with

• Order status, tracking and delivery enquiries.
• Address corrections before dispatch.
• Damaged, missing or incorrect items.
• Refunds and returns under the guarantee.
• Questions about the label, serve size and storage.
• Confirming whether a website or listing selling PureBurner is genuinely ours.
• Invoice copies and receipt reissues.
• Changing the email address attached to an order.

What we cannot do

We cannot give medical advice, tell you whether PureBurner is suitable alongside your medication, or set a weight-loss target for you. Those questions belong with your GP or pharmacist, and we would rather say so than guess. We also cannot promise a delivery date the carrier has not committed to, refund an order placed through a marketplace seller we have no record of, or predict results — no honest supplement seller can.

How to get a same-reply resolution

Include these in the first email and we can usually finish the matter in one reply:

• Order number from your confirmation email.
• The email address and name used at checkout.
• Delivery postcode.
• For damage or a wrong item: photos of the parcel and its contents.
• For refunds: whether the bottles are unopened, and your preferred outcome.
• For a late parcel: the last tracking status you can see and its date.

If you cannot find your order number, send the full name and email you used at checkout plus the approximate order date and we will locate it.

Response times

We answer on Australian business days. Expect a reply within one business day for most messages; enquiries requiring a carrier investigation take longer to resolve, but we will acknowledge them in the same window and keep you posted rather than leaving you guessing. Messages sent on Friday evening or over the weekend are picked up on Monday morning, and the days around Australian public holidays run a day behind.

Refunds, plainly

If PureBurner is not for you, email us within 60 days of delivery. We reply with return instructions, and once the return is confirmed we refund to the original payment method. Card refunds typically appear within a few business days depending on your bank. Opened bottles are accepted — you cannot judge a supplement without trying it. The full policy is on our returns and refunds page.

Payments and your statement

Card payments are processed securely through Shopify's checkout. Your receipt email shows how the charge will appear on your statement. If you see a charge you do not recognise, email us before disputing it — we can identify the order far faster than a bank enquiry can. We never see or store your full card number; it goes straight to Shopify's secure checkout.

If you are not happy with an answer

Reply to the same email thread and say so plainly. Every message stays with the same small team, so nothing restarts from scratch. If we have made a mistake we will say so and fix it, and your rights under the Australian Consumer Law apply regardless of what any reply from us says.

Customer service questions we get asked