Response times

Our targets — actual response times track these closely on weekdays.

Standard

• Support tickets: first response within one business hour during 9–5 ET weekdays.
• Compliance email (compliance@purityscience.com): within one business day.
• General email (support@purityscience.com): within one business day.
• Legal email (legal@purityscience.com): within two business days.

Outside business hours

Tickets opened evenings and weekends get a first response the next business morning. Order-fulfillment urgency does not move the queue — fulfillment cutoffs are documented on the order detail page.

Escalation

If a ticket hasn't received a first response within one business day, reply on the ticket with "Escalating" in the subject — that auto-flags the thread for a manager review.