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SHIPPING & RETURNS

SHIPPING

At Puff Depot, we provide various shipping options for our customers. The shipping method you select does not influence how quickly your order is placed or processed. We strive to ship all in-stock orders placed before 3:00 PM EST on the same day. However, some orders may take up to 3 days to process and ship. All packages are discreetly packed for your security. Backordered items will ship as soon as they become available.

For domestic shipments, Canada Post is our primary carrier. Packages are shipped via Canada Post until they reach the destination country, where they are handed off to your local carrier. If tracking updates are delayed, please check with your local carrier.

ORDER PROCESSING

We process in-stock orders 7 days a week, excluding Canadian holidays.

  • Tracking numbers generated on weekends or major holidays indicate your order is prepared for shipment but will not be handed off to the carrier until the next business day.

  • Additional processing time may be required for orders with questions or concerns. We’ll contact you via phone or email if necessary, so ensure your contact details are accurate during checkout.

  • Any anticipated delays in processing are noted on the product page. If order volumes are high, a site-wide notice will be posted.

Typically, in-stock orders placed before 3:00 PM EST are shipped the same day. Delivery depends on the carrier.

CARRIER RESTRICTIONS

Canada Post and most international carriers do not deliver packages on weekends or major holidays. Packages are shipped with Canada Post and then handed off to your local carrier.

TRACKING

Tracking numbers are automatically generated when your shipping label is printed. These numbers are emailed to the address provided at checkout.

  • Check your spam/junk folder if you don’t receive an email.

  • Canadian customers can track packages at Canada Post.

ORDER CHANGES & CANCELLATIONS

Orders can be modified or canceled before they are shipped. Contact us promptly for assistance. Once shipped, orders must be returned before refunds are processed. A 25% restocking fee applies, and shipping fees are non-refundable.

E-liquids cannot be canceled or refunded after creation or shipment.

WARRANTY

Customers may assess warranty claims by:

  • Visiting a retail location.

  • Shipping items to our location.

RETURN/EXCHANGE POLICY

We accept returns/exchanges within 14 days for unopened, unused items in their original packaging.

  • Consumables (e-liquids, coils, etc.) are final sale.

MANUFACTURER DEFECTS

Defective products reported within 30 days will be resolved per our warranty policy. Shipping costs for returning items are the customer’s responsibility.

RESTOCKING FEE

Returns/exchanges incur a 25% restocking fee. Store credit is issued for returns. Items returned incomplete or damaged are ineligible for refunds/credit.

UNDERAGE PURCHASES

Canada Post’s Age Verification Service ensures only legal-age recipients can receive packages. Packages not verified for age will be returned and are non-refundable. Associated fees, including restocking and shipping charges, will be deducted from any refund.

Proof of Age Requirements:

Age verification and signature upon delivery are mandatory for all shipments. Failure to meet these requirements will result in package return and associated fees.

Orders shipped outside Canada may incur additional fees, including import duties and taxes, which are beyond our control.

For further questions, contact us at info@puffdepot.com.

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