The Puff website is not for use by anyone under 19 years of age and under no circumstances should anyone under the age of 19 be permitted to use our website.

It is the customer’s responsibility to confirm the legality of receiving glass pipes, vaporizers, and other such items in the country, province, territory, and/or state where the order will be shipped. Puff cannot be held responsible for persons who act in conflict with their national, provincial, and/or state laws and we strongly discourage anyone from doing so.

We place orders with our manufacturers on a constant basis, and we upload received items to our site as soon as we are able. Please bear in mind that certain items may become back-ordered without notice at which point an estimated arrival date may not be available. This is especially true of handmade glass items and products we import from outside of Canada.

No. If you have warranty issues you must contact the manufacturer. 

We follow a strict “first come, first served” policy so unfortunately we are unable to hold any of our products. All payments must be made in full.

Yes, we only accept VISA and MASTERCARD credit card payments through our website.

At this point, since we are new to online retail, there is no back-order policy in place; but, we will do everything we can to ensure that you are notified the moment the item you want is back in stock. Again, please remember that certain items may become back-ordered without notice at which point an estimated arrival date may not be available. This is especially true of handmade glass items and any products we import from outside of Canada.

You can subscribe to our RSS feeds to stay informed and updated on new products, or check out the New Products tab on our website. We also use social media to post about new and returning products, sales, and more. You can find us on Facebook, Instagram,  https://www.facebook.com/puffpipes, and and Instagram, it’s @PuffCanada.

All orders must be placed through our website, but if you are having difficulty please email us at [email protected] and we’ll get back to you with a solution.

We ask that you please refrain from emailing us about contests or giveaways. All the information you need will be available either in-store (here in Vancouver, BC), on our Facebook page, or on any one of our other social media channels. 

Yes, we are willing to price match with domestic retailers on some items but reserve the right to do so on a case-by-case basis. Email [email protected] with the item code and its price on our site, your name, and the URL of the product you would like price matched (copy the website address and paste the link in your email). A Puff sales rep. will contact you with price match information.

We ship orders Monday through Friday from 9:00 a.m. to 8:00 p.m. Pacific Time.

Due to the high volume of orders during sales and peak times (like Christmas), we require up to 5 business days for processing and completion of Standard shipping orders, and 3 business days for Express shipments (a CAD $10.00
Convert special handling fee may apply to Express shipments).

Unfortunately no --even if it's a gift. The billing address must match the shipping address.

No, we do not ship to P.O. Boxes.

Currently all Canadian orders ship with Canada Post.

Due to the dangerous goods fee we recommend sourcing a local supply supply.  

The card statement will show the merchant information as "0870582 BC LTD”, which is our parent company.

No problem! Change your shipping address on the website during your order and contact us at [email protected] as soon as you are able to ensure your new shipping address has been saved into our system.

Puff will not accept returns on one-off pieces (pieces which are not part of regular production such as heady pieces) and any merchandise which is discontinued or on sale. Otherwise, our retail return policy varies depending on the type of item you would like to return, and why. Some returns may be subject to a 15% restocking fee, but all returns must be approved and accompanied by a Return Merchandise Authorization form. Please contact [email protected] if you require this form. Puff is not responsible for items returned to us without an RMA form. Customers are responsible for all shipping costs associated with the return process (unless otherwise advised by a Puff sales rep.). We also recommend you insure your package(s) and/or purchase delivery confirmation since Puff is not liable for items that are lost or damaged during transit.

You have 10 days from the date of receipt (when your order was delivered) to contact us about returning your order. Some returns may be subject to a 15% restocking fee. Any returns made between 11 and 30 days after receiving your purchase are subject to a 25% restocking fee. After 30 days, all purchases are ineligible for return.

All returns and exchanges must be approved by a Puff Customer Service Rep. and accompanied by an RMA form. Please contact [email protected] if you require this form. *Puff is not responsible for items returned to us without an RMA form. Customers are responsible for all shipping costs associated with the return process (unless otherwise advised by a Puff sales rep.). We recommend you insure your package(s) and/or purchase delivery confirmation since Puff is not liable for items that are lost or damaged during transit.

Please do not throw away packing material or boxes if you have received broken or damaged product and contact [email protected] within 5 business days of receiving the item(s). We require photos of the damaged original packaging as well as photos of the damaged or broken product(s). Send your name, tracking number, invoice number, the broken or damaged item’s product code, and photos to [email protected]. We require all of the aforementioned information in order to process your claim. We will replace the broken or damaged item; but, if this is not possible, we will offer a refund or exchange. In this case, all exchanges must be of equal or lesser value. Refunds or exchanges of product will be approved or denied at the sole discretion of Puff.

We do not accept the return of any used product(s) for refund or exchange. Please do not attempt to return used product. If your item has been approved for return or exchange and upon receiving we suspect that the item has been used we reserve the right to refuse refund or exchange.

We ship all of our orders discreetly in plain, brown boxes with nothing on it but your name, a shipping label, an invoice, and fragile stickers.

Yes, we have an adult signature (19+) requirement for all orders.

Yes, but only if your order has not yet been packaged and the shipping arranged. If this is the case you could be subject to a 15% re-packing fee.

Item measurements are listed in the descriptions of many of the products on our website.

We take all of our product photographs in house, unless we are provided with hi-resolution images from the supplier; so, nearly all of the photos on our website are genuine photographs of products from our stock. However, not all products can always be shown (ex. there are too many different mixed-colour combinations of one style pipe). There are also instances where a supplier may slightly alter their design: moving or changing their logo, slightly altering the colour, etc.

Handmade glass items especially tend to fluctuate in size, colour, and sometimes overall appearance. Having said that, if the design has changed significantly we will upload a new image to our site. 

No problem. We definitely allow exchanges, but exchanges are subject to a 15% restocking fee. Puff is not responsible for the shipping costs incurred for re-shipping the exchange item(s) to you, that is the sole responsibility of the customer. All exchanges must be accompanied by an RMA form. Please contact [email protected].

There are no restocking fees if you receive an incorrect product or you receive the correct product in the incorrect size. Since colour can be very subjective (i.e. blue vs. navy, purple vs. violet, etc.) your return/exchange may be subject to a 15% restocking fee if we feel that you were, in fact, sent the item you chose is the correct colour.

Only if the order has already been packaged and the shipping arranged, then a 15% cancellation fee will apply.

Once a refund is approved, we ask that you please allow at least 5 business days for your refund.

We only ship orders Monday through Friday from 9:00 a.m. to 4:00 p.m. Pacific Time. 

Your estimated shipping cost will be calculated at check-out so it will vary depending on where the package is being shipped. We send your package with Canada Post signature and age verification are required.

Yes, Express shipping is available and calculated at check-out; however, there may be a CAD $10.00 special handling fee for Express shipping orders. We also require at least 24 business hours from the time of purchase to process all Express orders. *Please note that we reserve the right to update and change the Express shipping options at any time, so please check back often.

We require at least 48 business hours from the time of purchase to process all Standard shipping retail orders, and at least 24 business hours for Express orders. Unfortunately, specific delivery date and time for your shipment cannot be provided since arrival time relies heavily on where the package is being shipped (i.e. rural or urban area) and which shipping service you choose. All tracking information will automatically be emailed to you after the shipment has been collected and processed by the carrier. Please check your junk/spam folder before contacting us about not receiving this automated email. (Please see our Estimated Shipping Time-Frame post for a more specific breakdown of Canadian delivery dates.)

Due to the high volume of orders during sales and peak times (like Christmas) we require up to 5 business days for processing and completion of Standard shipping orders, and 3 business days for Express shipments (a CAD $10.00 special handling fee may apply to Express shipments).

Yes, we are able to ship internationally with DHL and will do our best to accommodate all of our international customers. We are currently not shipping to the USA.  Please email [email protected] and we'll get you a quote. Please note that all international shipments are subject to taxes, duties, and brokerage fees which are normal rates associated with shipments crossing international borders. These rates are based on the weight and size of the package, where the package is being shipped, and the value of the package itself. Puff is not responsible for any taxes and/or duties charged upon delivery. Puff is not able to control the actions executed by any Customs agency and therefore denies any responsibility for said actions including delayed or denied deliveries.

The billing address must match the shipping address --even if your purchase is a gift.

No problem! Change your shipping address on the website during your order and contact us at [email protected] as soon as you are able to ensure your new shipping address has been saved into our system. If you need to change your shipping address after your order has been shipped, please note that package redirection during transit is possible; however, there are substantial fees (which the customer is responsible for) and the shipping time will increase by an additional 2 to 3 business days depending on the re-direction address.

We do not ship to P.O. Boxes.

Though your order may have already been processed, it often takes several hours for the tracking information to enter the carrier’s system. We ask that you please wait at least 6 hours after you have received your confirmation email from the carrier before you attempt to track your package. If you are still having difficulty please contact [email protected].

Yes, we have an adult signature (19+) requirement for all orders.

We ship all of our orders discreetly in plain, brown boxes with nothing on it but your name, a shipping label, an invoice, and fragile stickers.

All of our deliveries require the adult signature (19+) of the recipient in order to ensure that no minors are receiving our products as well as to eliminate fraudulent purchases. For this reason, we cannot remove the signature option.

We do offer refunds for situations like this. Once we receive the package from the carrier we will refund the purchase price of your items, minus the shipping cost and its tax, to the credit card used to make the purchase. Puff does not cover the shipping cost on refused or denied packages since it is the customer's responsibility to ensure that all information submitted regarding personal identification and shipping address are correct and facilitate a successful delivery.

Although it is rare, your shipment is either being held up in Customs, or it has been misplaced temporarily by the carrier. If misplaced by the carrier, please contact the carrier's customer service department with your tracking number for more information on your package's whereabouts.

In regards to Customs, Puff is not able to control the actions executed by any Customs agency and therefore denies any responsibility for said actions. There is no indication of what is contained in your package; however, Customs reserves the right to inspect any package they wish. This may take a few business days and generally, your package will ship out normally after such an inspection. That situation notwithstanding, if your purchase is not in line with the laws which pertain to the delivery location, customs may deny the delivery completely and send your order back to us. In this case, Puff will refund your account with the purchase price of your items, but not the shipping costs since it is the customer’s responsibility to confirm the legality of receiving glass pipes, vaporizers, and other such items in the country, province, territory, and/or state where the order will be shipped.

Atlantic Provinces (NB, PEI, NS, NFLD):

• 5-11 business days STANDARD, 2-3 business days EXPRESS

Central Provinces (ON, QC):

• 4-9 business days STANDARD, 2-3 business days EXPRESS

Prairies (MB, SK, AB):

• 3-6 business days STANDARD, 1-3 business days EXPRESS

British Columbia:

• 1-4 business days STANDARD, 1-2 business days EXPRESS

Territories (YT, NWT, NU):

• 7-12 business days STANDARD, 2-5 business days EXPRESS

Atlantic Provinces (NB, PEI, NS, NFLD):

• 5-9 business days STANDARD, 2-4 business days EXPRESS

Central Provinces (ON, QC):

• 4-6 business days STANDARD, 1-2 business days EXPRESS

Prairies (MB, SK, AB):

• 3-6 business days STANDARD, 1-2 business days EXPRESS

British Columbia:

• 1-4 business days STANDARD, 1-2 business days EXPRESS

Territories (YT, NWT, NU):

• 4-11 business days STANDARD, EXPRESS delivery date not available