Pure Products Support & FAQ

Need help with a Pure product, specification, order or commercial cultivation program? Start here or contact the Pure team at info@growhaussupply.ca or 1-866-420-4287.

Where can I get current technical documents?

Use the Pure Technical Library or contact us with the product name and the document you need. For lot-specific documentation, include the lot number where applicable.

Can Pure help me choose the right product for my facility?

Yes. Send us the crop stage, room size, irrigation strategy, current substrate or equipment and the result you are trying to improve. We can help narrow the relevant Pure system or product.

How are commercial shipping charges determined?

Shipping charges, delivery method and lead time depend on the product, destination and order size. The applicable terms are confirmed at checkout, on the quotation or with the order.

What if an order ships by freight?

Large equipment and commercial orders may require a loading dock, forklift, liftgate or another receiving arrangement. Confirm receiving requirements before shipment if your site has restrictions.

What should I do if a shipment arrives damaged?

Inspect cartons, pallets and equipment before signing for delivery. Photograph visible damage and note it on the carrier paperwork. Contact Pure Products or the dealer shown on your order promptly with the order information and photos.

Can I return a product?

Return eligibility depends on the product, condition, sales channel and order terms. Contact Pure Products or the selling dealer before sending anything back. Products that have been installed, used, opened, custom-configured or special ordered may not be eligible for return.

How does warranty support work?

Warranty support follows the applicable product or manufacturer warranty. Contact Pure Products or your selling dealer with the order details, product name, serial number where applicable, photos and a description of the issue.

Can I use website specifications for engineering or a project quotation?

Use the current technical sheet for the exact product configuration. Some products have multiple wattages, spectra, voltages or project-specific options. Where a product page notes a specification discrepancy, obtain the current manufacturer document before final design or ordering.

Where can I learn more about product selection?

Visit the Pure Knowledge Centre for commercial cultivation guides on coco, propagation, fertigation, lighting, airflow, vertical systems and product trials.

How do I become a dealer?

Visit the Dealer Program page and contact us with your territory, customer base and the Pure product systems you are interested in representing.