FAQ

Frequently Asked Questions (FAQ)

Welcome to the Puff It FAQ page. Here you’ll find answers to the questions we receive most often. If you still need assistance, please contact our customer support team.

1. Who can purchase products from Puff It?

Puff It sells age-restricted vape products. Customers must meet the legal minimum age required in their province or territory before placing an order. Additional age verification may be required.

2. Where do you ship?

We currently ship to eligible locations within Canada. Shipping availability may vary depending on provincial regulations and your delivery address.

3. How long does shipping take?

Orders are typically processed within 1–2 business days. Delivery times depend on your location and the shipping method selected at checkout.

4. How can I track my order?

Once your order has been shipped, you’ll receive a confirmation email containing your tracking number and shipping updates.

5. Can I cancel my order?

Orders may only be cancelled before they have been processed or shipped. Once an order has been dispatched, cancellation may no longer be possible.

6. Do you accept returns?

Please review our Refund Policy for complete details. Due to the nature of vape products, opened or used items may not be eligible for return unless they arrive damaged, defective or incorrect.

7. Are your products authentic?

Yes. We are committed to offering authentic, high-quality vape products sourced from trusted suppliers.

8. What payment methods do you accept?

We accept secure online payment methods available during checkout. Payment options may vary depending on your location and the payment provider.

9. Is my payment information secure?

Yes. Payments are processed through secure payment providers using industry-standard encryption. Puff It does not store your complete payment card information.

10. How do I contact customer support?

If you have any questions about your order, products or shipping, please visit our Contact Us page or reach out to our support team. We’ll respond as quickly as possible during business hours.

11. Do you offer local pickup?

If local pickup is available, the option will appear during checkout. Availability depends on your selected location.

12. What should I do if I receive a damaged or incorrect item?

Please contact us within 48 hours of receiving your order. Include your order number and clear photos of the product and packaging so our team can review your request promptly.

13. Do product colours or packaging always look exactly the same?

Manufacturers may occasionally update product packaging or designs. Minor differences in appearance do not affect product authenticity or quality.

14. Can I change my shipping address after placing an order?

If your order has not yet been processed, we may be able to update your shipping address. Please contact us as soon as possible after placing your order.

Still Need Help?

Our customer support team is always happy to help. If you can’t find the answer you’re looking for, please visit our Contact Us page and we’ll assist you as quickly as possible.