FAQ

Frequently Asked Questions About Retail Orders

Last Updated: Feb.2nd, 2016

How old do I have to be to place an order?

The Puff Pipes 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.


Is it legal to have glass products, vaporizers, and other such items shipped to my country, province, territory, and/or state?

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 Pipes 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.


When do you restock your products?

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.


Does Puff Pipes cover product warranty?

No. If you have warranty issues you must contact the manufacturer. The only exception is Arizer Solo (code: E-6). The Solo has a 2 year warranty, but please ensure you read the manual thoroughly as certain stipulations may still apply. Receipt and/or invoice required for your warranty to be honoured.


Can I place an item on hold or pay incrementally?

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.


Do I have to pay with a credit card?

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


How will I know when the items I want are back in stock?

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.


How do I stay informed on new products?

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, and Twitter: https://www.facebook.com/puffpipes, and for Twitter and Instagram, it’s @PuffCanada.


Do you take orders over the phone or by email?

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


Can I email to enter contests or giveaways?

We ask that you please refrain from emailing us about contests or giveaways. All the information you need will be available either in store (at one of our four retail shops here in Vancouver, BC), on our Facebook page, or on any one of our other social media channels. All customer emails regarding contests or free product will be disregarded.



Does Puff Pipes price match?

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 retail@puffipes.ca 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.


Does Puff Pipes ship orders on weekends?

We ship orders Monday through Friday from 9:00 a.m. to 4:00 p.m. Pacific Time. Puff Pipes is closed on weekends and on national and British Columbian statutory holidays.


Does Puff Pipes process orders as promptly 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, and 3 business days for Express shipments (a $10.00 special handling fee may apply to Express shipments).


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

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


Can Pipe Puffs deliver to a P.O. Box?

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


Can I choose my carrier?

Yes, you can choose between Canada Post and FedEx.


Can I order butane?

Butane is only shipped in master-cases and therefore cannot be shipped by Canada Post or FedEx; we use Purolator for this service. However, there are substantial fees which apply to butane shipments such as: Dangerous Goods fees, special handling fees, fuel surcharges, etc. Please contact puffpipes@gmail.com for more information.


What Merchant Information will I see on my credit card statement?

The card statement will show the merchant information as “Westone Distribution”, which is our parent company.


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 puffpipes@gmail.com as soon as you are able to ensure your new shipping address has been saved into our system.


What is Puff Pipes Retail Return Policy?

Puff Pipes 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 puffpipes@gmail.com if you require this form.Puff Pipes 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 Pipes sales rep.). We also recommend you insure your package(s) and/or purchase delivery confirmation since Puff Pipes is not liable for items that are lost or damaged during transit.


How long do I have to return product(s)?

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 Pipes Customer Service Rep. and accompanied by an RMA form. Please contact puffpipes@gmail.com if you require this form. *Puff Pipes 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 Pipes sales rep.). We recommend you insure your package(s) and/or purchase delivery confirmation since Puff Pipes is not liable for items that are lost or damaged during transit.


What if I receive my order with broken or damaged product(s)?

Please do not throw away packing material or boxes if you have received broken or damaged product and contact puffpipes@gmail.com 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 puffpipes@gmail.com. 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 Pipes.


Does Puff Pipes accept used products for return or exchange?

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.


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.


Does Puff Pipes require I sign for my package?

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


Can I change my order after I’ve made my online purchase?

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.


How can I find out correct size information for a particular product?

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


Do the photos and product information on the website reflect EXACTLY what I will receive?

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. When placing your order please indicate in the notes which colour(s) you DO NOT WANT in case the colour you ordered is not available (ex. you ordered a blue bowl and do not want pink, orange, or yellow if blue is not available; or, indicate that you do not want any substitute colours).


What if I simply don’t like my item(s) and want an exchange?

No problem. We definitely allow exchanges, but exchanges are subject to a 15% restocking fee. Puff Pipes 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 puffpipes@gmail.com.


Is there a restocking fee if I receive the wrong product or the right product in the wrong size? What if I receive the right product in the wrong colour?

There are no restocking fees if you receive an incorrect product or you receive the correct product in the incorrect size (ex. you ordered a 14mm bowl and received an 19mm bowl). 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 in the correct colour.


Is there a fee to cancel my order?

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


How long does it take for my credit card account to be refunded?

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


View Retail Shipping Information



 

**Please take note that Puff Pipes reserves the right to modify, replace, or update our policies at any time. We encourage everyone to check our site often for updates since all continued use of the site after any such amendments constitutes your acceptance of any and all new policies.

 

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