Contact information
We are the seller and merchant of record for every order placed on this store. Every question about an order, a product, delivery, a return or a refund is handled by us directly — our payment provider does not resolve product or order disputes.
Contact details
Legal entity: BIGBRO LLC
Trading as: PURTITAN
Registered address: 1209 Mountain Road PL NE STE R, Albuquerque, NM 87110, United States
Physical Office address: 311 Truman St NE, Albuquerque, NM 87108, United States
Email: contact@purtitan.com
Telephone: +1 (505) 353-0510
The fastest way to reach us is the contact form on this page. Please include your order number and, where relevant, photographs of the item, its packaging and the shipping label.
Response times
We aim to respond within 2 business days, Monday to Friday, excluding public holidays. During promotional periods and peak seasons, responses may take longer. Response times are targets, not guarantees. We answer in English; messages in other languages may take longer to process.
What to contact us about
| Subject | What to include |
|---|---|
| Order status, tracking, address changes | Order number and the email used at checkout |
| An unrecognised charge | The descriptor shown on your statement, the amount and the date — please contact us before raising a bank dispute |
| Returns and refunds | Order number and the item concerned — see our Return & Refund Policy for conditions and deadlines |
| Damaged, defective, incomplete or incorrect items | Order number and photographs of the item, outer packaging and shipping label, within the deadline in our Return & Refund Policy |
| Parcel not received | Order number and tracking reference, within the deadline in our Shipping Policy |
| Cancellation before dispatch | Order number, as early as possible |
| Right of withdrawal (EU and EEA consumers) | An unambiguous statement of withdrawal, order number and delivery date |
| Privacy requests and appeals | The email used at purchase, marked "Privacy Request" |
| Legal notices, notice-and-cure, arbitration opt-out | Your full name, address, the email used at checkout and a clear statement of the notice, marked "Legal Notice" |
| Intellectual property notices | The information required under 17 U.S.C. § 512(c)(3), marked "IP Notice" |
Important
Our published policies are our complete terms. No member of our team, and no automated or third-party support channel, may vary our Terms of Service, Return & Refund Policy or Shipping Policy except in writing signed by an authorised officer. Any indication given in correspondence about delivery timing, import duties, taxes or product suitability is informal and is not binding on us.
Please contact us before initiating a chargeback, payment dispute or reversal. Our Terms of Service ask you to allow us thirty (30) days to resolve the matter first, and most issues are resolved faster this way.
We do not provide medical, veterinary, legal, tax or other professional advice. If you have experienced an adverse reaction or a safety incident, stop using the product immediately, seek qualified professional advice, and then let us know.
This is not an emergency channel. In an emergency, contact your local emergency services.
Correspondence
By contacting us you consent to receive our reply and related communications electronically. Correspondence may be recorded, monitored and retained for quality, training, security, fraud prevention and legal compliance purposes, and is handled in accordance with our Privacy Policy. Unsolicited commercial messages, marketing approaches and supplier solicitations sent through our support channels will not receive a reply.
BIGBRO LLC
1209 Mountain Road PL NE STE R, Albuquerque, NM 87110, United States - 311 Truman St NE, Albuquerque, NM 87108, United States
All enquiries, legal notices and requests: see our Contact page.