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. Puff Pipes is closed on weekends and on national and British Columbian statutory holidays.
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. We can send your package with either Canada Post or FedEx, your choice.
Does Puff Pipes offer EXPRESS shipping?
Yes, Express shipping is available and calculated at check-out; however, there may be a $10 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.
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, and at least 24 business hours for Express 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) 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.)
Is Puff Pipes 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, and 3 business days for Express shipments (a $10.00 special handling fee may apply to Express shipments).
Does Puff Pipes ship outside of Canada?
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 yet, but we're working on it! Please email email@example.com 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 Pipes is not responsible for any taxes and/or duties charged upon delivery. Puff Pipes 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.
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 firstname.lastname@example.org 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@example.com.
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 Pipes 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.
I am an International customer and I have yet to receive my shipment. Where is it?
Although it is rare, your shipment is either being help 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 Pipes 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 Pipes 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.