FAQs

Customer Service

Our customer service team can be reached at support@shoppureencapsulations.com anytime or 1-844-419-7870 Monday – Friday 7:00- 5:00 MST. Our representatives are standing by to answer any questions you may have about your order or the products.

Our Guarantee/Return Policy

All products purchased from Pure Encapsulations® and its authorized sellers are guaranteed for quality, purity and potency through their expiration date. Products purchased from unauthorized sellers do not come with the guarantee. Returns must be made within 30 days and require preauthorization. Any claims of shortage or damage must be made within 7 days of receiving package. All returns are subject to a 15% return fee.

Shipping & Delivery

As the manufacturer, we carefully control our inventory. Orders placed before 4:00pm ET will ship that day. Shipping is FREE for US orders. Orders outside of our 1-2 day UPS delivery zone will ship UPS 2-Day Air at no additional charge. For Hawaii, Puerto Rico, and Alaska there is a $12 flat rate shipping fee and free shipping is at $500. Please note that UPS does not deliver to P.O. Boxes and will only accept shipments to a valid street address.

Payment Terms

Orders are shipped pre-paid by Discover, MasterCard, VISA or American Express. A charge on your credit card statement will appear as shoppureencapsulations.

Do you manufacture your own supplements?

Yes. We manufacture supplements in our own state-of-the-art facility in Sudbury, Massachusetts. Every step of the manufacturing process exceeds the requirements for nutritional supplement manufacturing. Our dedication to cleanliness is obvious from the moment you enter our plant. A large staff is dedicated full-time to the task of ensuring that every inch of our plant meets the highest standards. Every piece of equipment used in the manufacturing of our supplements is dismantled and sanitized before each production run. This includes scales, blenders, powder fillers, encapsulating machines and capsule counters.

What are your quality control procedures?

Ingredient quality, manufacturing excellence and quality control are our most important priorities. We hold our suppliers to the highest standards and by following strict Current Good Manufacturing Practices (cGMP) manufacturing procedures at our FDA inspected plant. Please visit our Quality Assurance page for more information.

What product testing does Pure Encapsulations® do?

We have a rigorous testing policy. Each raw material is tested for identity, potency, a complete panel of solvent residues (~32 compounds), heavy metals (lead, mercury, arsenic and cadmium) and microbial contaminants. All plant-derived compounds/herbal extracts are also tested for a complete panel of pesticide residues (~70 compounds). Fish oils are also tested for oxidation, PCB’s and PCB-like compounds, dioxins, and furans. In addition, we also test for any specific contaminants known to be potential adulterants; for example, grapefruit seed is tested for several potential preservative contaminants. This testing is done through high-quality, third-party independent laboratories, such as Eurofins and Covance, that are considered the gold standard in the industry. We do use DNA testing for probiotics and are investigating its validity for our herbal ingredients. Pure Encapsulations typically uses herbal extracts, and DNA testing is less conclusive for extracts. In addition, we are NSF-certified. NSF is an outside organization that inspects products and the manufacturing facility for compliance with the FDA GMPs. Pure Encapsulations’ products, as well as our manufacturing and testing procedures, are thoroughly inspected twice annually by the NSF to ensure compliance with the FDA GMP's.

Is everything in the capsule listed on the label?

We provide full transparency in our labeling. Our supplement labels have always listed all ingredients. Additionally, standardizations of herbal extracts are provided to indicate primary active marker compounds. Also, minerals are listed by their true elemental weights.

Do your products contain artificial ingredients or common food allergens like gluten and dairy?

Our products are free from wheat, gluten, nuts, egg, and hydrogenated oils. Most products are free from soy, dairy, and preservatives, unless specifically noted on the label. Our products contain no hidden coatings, unnecessary excipients, binders, fillers, shellacs, artificial colors, artificial flavors or fragrance. We do not use magnesium stearate, preservatives, BHA or BHT in our products.

Are Pure Encapsulations® products Kosher?

No. Our products are not certified as kosher.

What does hypoallergenic mean?

The term hypoallergenic is used to describe products that are free of binders, fillers, unnecessary excipients, dyes and common allergens. Learn more by viewing our Hypoallergenic White Paper.

What is the source of your vegetable capsules?

The capsules are made from soft wood, including Southern Pine, grown in North America. The pine is pesticide free.

Do your products contain corn?

Many of our ingredients, including vitamin C, B12 and B2, are derived from corn dextrose fermentation. This process starts with isolating dextrose (a sugar, so it does not contain allergenic corn protein) from the corn, then feeding it to microorganisms. The nutrients produced by the microorganisms are then isolated and purified away from the starting materials. While no corn proteins or sugar remain in the final product (and we have tested with negative results), we do not routinely test for corn allergens, and therefore cannot guarantee its safety for someone with a corn allergy.

Are Pure Encapsulations® ingredients GMO-free?

All Pure Encapsulations ingredients, including those derived from corn, are GMO-free. This means that we have obtained statements from our suppliers certifying that the ingredients do not contain GMO. For some nutrients of particular concern, we have done PCR testing to confirm the absence of genetically modified material.  Please visit the Quality Assurance section of our healthcare professional website for more information on our GMO policy.

Are Pure Encapsulations® ingredients organic?

While we do always try to source certified organic ingredients, we are often unable to find organic ingredients that meet our strict microbial standards. While many studies have found comparable nutrient levels between organic and non-organic crops, pesticide residues have been a concern. For this reason, each plant-derived ingredient is tested for a full panel of pesticides (approximately 70 compounds), in addition to the standard tests for identity, potency, solvent residues, heavy metals, and microbial contamination.

Do your products contain gluten? Nuts? Egg?

No, none of Pure Encapsulations® products contain gluten, nuts/peanuts or egg.

We have received gluten-free certification from the Gluten-Free Certification Organization (GFCO) and have added the GFCO logo on over 300 of our products.

We have a strict allergen SOP in place to ensure that ingredients containing major allergens do not contaminate other ingredients or finished products. The SOP outlines procedures for flagging allergen-containing ingredients, separating these ingredients throughout storage and manufacturing, as well as thorough cleaning of all equipment after handling an allergen-containing material. Additionally, random testing of non-allergen containing products and equipment for the presence of allergens is done monthly to determine no contamination has occurred. All production and quality employees are trained twice annually on the safe handling of allergenic materials, products and finished products to avoid cross-contamination. Please visit the Certified Gluten-Free section of our healthcare professional website for more information on our ingredients.

Do Pure Encapsulations® products contain soy?

Most of our products are soy-free; however, there are eight ingredients used in the line derived from soy. Some of our products contain vitamin E derived from soybean oil. While originally sourced from soybean oil, the oil is purified to remove all soy allergens and would be tolerable even to individuals with soy allergy. The source of soy is listed on each product listing, where relevant.

Do I take my supplements with meals or between meals?

General recommendations can be found on each product’s label. Typically, amino acids and many botanicals are taken between meals, vitamins and minerals with meals.

Can your products be taken during pregnancy or lactation?

Pure Encapsulations® does not make recommendations concerning the use of products during pregnancy or lactation. Some products may have known contra indications, while the effects of others have not been studied.

Is my probiotic viable if it arrived warm? Was it left at room temperature overnight?

Pure Encapsulations® probiotics are designed to be able to tolerate three to five days at room temperature without falling below label claim; however, if they are kept at room temperature for longer than this or exposed to high heat, a decline in potency is likely. The ice pack in the probiotics will be warm by the time of arrival at 48 hours. However, we have done shipping studies to Utah in the heat of the summer months and determined that it protects the probiotics through the shipping process. Despite no longer being cold at the time of arrival, the probiotic viability (based on our shipping study results) will not be compromised during a two-day shipping process, even to very warm climates.