Shipping & Returns

Does Puff Pipes ship orders on weekends?

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

How much does shipping cost?

Your estimated shipping cost will be calculated at check-out so it will vary depending on where the package is being shipped.  

How soon can I expect my order to arrive?

We require at least 48 business hours from the time of purchase to process all Standard shipping retail orders.  Unfortunately, a 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) 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.)

Is Puff as prompt with processing orders during peak times and sales as the rest of the year?

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,

Does Puff ship outside of Canada?

Currently we are only shipping within Canada

Can I have my order shipped to an address other than the one listed in my billing information?

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

What if I need to update my shipping information?

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.

Does Pipe Puffs deliver to P.O. Boxes?

We do not ship to P.O. Boxes.

Why doesn’t my tracking number work?

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].

Does Puff Pipes require I sign for my package?

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

What will my package look like?

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.

I refused my package upon delivery; or, I refused to sign for the delivery and was denied my package, am I eligible for a refund?

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.