Puffer Cloud FAQ

Who are we, you ask? We are a group of people that share a love and passion for the smoking culture. We wanted to create an online smoke/head shop that allowed people to shop safely and smartly from their own home or place of comfort. This spares you those awkward visits to those WAY overpriced local smoke shops and those other online smoke shops. All prices are upfront with no hidden fees or add on costs. If you ever have any questions or just want to say "Hey!", please don't hesitate to email us. You can contact us at Support@PufferCloud.com

We price our products at a price that people can actually afford. We don't believe in overcharging and we want you to get the stuff you have always dreamed of having, at a price that you've always dreamed of. If you can show us a cheaper price on anything we offer then we will happily beat that price!

Of course! If you find a lower price somewhere else and can provide a link or evidence showing us, then we will certainly match that price. In fact, we will beat that price! Contact us at Support@PufferCloud.com or live chat with us if you spot a lower price.

Shipping is FREE for all U.S. orders and can take 1-7 business days, but average around 3 business days. All international orders are subject to shipping charges and shipping times average around 7-21 business. Please be aware that sometimes the wait time for international orders can go beyond that, due to the customs clearance process that all packages have to go through at the customs agency. Holidays and unforeseen shipping carrier issues can effect the shipping times of both U.S. orders and international.

We ship worldwide using USPS, UPS and FEDEX as our chosen shipping carriers. All orders are shipped out within 24 hours of receiving your order and will be shipped same day if your order is placed before 1:00 pm EST, Monday through Friday (because we're that good!). Shipping times will very, however U.S. orders are usually received within 1-3 business days after your order has shipped from our processing center. Holidays and unforeseen shipping carrier issues can sometimes delay this. International orders can take a little longer and average around 7-21 business days after your order has shipped from our processing center. Please be aware that sometimes this wait time can go beyond that, due to the customs clearance process that all packages have to go through at each border. Again, holidays and unforeseen shipping carrier issues could delay this. You will be provided with a tracking number for every order to allow you to track the progress of your shipment.

After every order you will be provided with a tracking number that you can use to track the shipping progress of your item. Please be aware that we cannot gurentee the accuracy of the tracking information provided by the shipping carrier and at times the shipment tracking can be delayed up to 72 hours or more.

We ship most of our products using USPS, but we will occasionally use UPS, or FEDEX. We choose which method would be the most efficient after receiving your order. All orders are usually shipped out within 1-3 business days of receiving your order.

All orders are shipped out within 24 hours of receiving your order and will be shipped same day if your order is placed before 4:00 pm EST, Monday through Friday (because we're that good!). We pride ourselves on fulfilling your order quickly and efficiently. Any order cancellations or modifications need to be made immediately, so contact us at Support@PufferCloud.com right away. After your order is packaged and shipped we are unable to modify or cancel the order.

Yes, if you need to change the shipping address on your order please contact us at Support@Puffercloud.com and we will be happy to assist you. Once your order is shipped we are unable to modify the destination.

In the unfortunate event that your item arrives broken, please do not discard the item, shipping box or any of the packaging materials. We will request clear images of the damaged items so that we can file a claim with the shipping carrier.

If items are missing from your order please contact us at Support@PufferCloud.com within 72 hours of recieivng your order and we will get you taken care of.

Your order will arrive discreetly, in either a plain brown box or a plain white box (both of which are proudly made from 100% recycled material and are American made). Orders with fragile items will be labeled with some sort of "Fragile" label or other indication to let the shipping carrier and anyone else handling the package to take extra care with it.

You may return all UNUSED items within 7 days of receiving your order. Contact us for an RMA number and carefully surround the item in bubble wrap and packing peanuts in the a safe and sturdy shipping box or the one that the item arrived in. We will process the return amount or send out the replacement item as soon as we receive your return package. If the item arrives back to us broken, then no refund or exchange will be issued until a claim has been filed and paid out with the shipping carrier.

If for some reason you are not pleased with your purchase, please contact us within 7 days of the delivery date of your order.  To be eligible for a return or exchange, your item must be UNUSED. All returns are provided with an RMA number. No return will be excepted without and RMA number. After 7 days your return may be subject to a 25% restocking fee.

You will be responsible for paying for your own shipping costs for returning your item. Unless you received a defective/damaged item. In which case we will supply a return shipping label.

Our full Return/Exchance policy can be found here:

https://www.puffercloud.com/pages/return-exchange-policy

Contact us a Support@PufferCloud.com and we will issue you an RMA number and you will have to send the item back to us. Once we receive your returned item we will send out the replacement/exchange item. If the item you want is of lesser value, then we will refund you the difference. If the item you want is of greater value then you will have to pay the difference.

Once we receive your return package, we will send out the refunded amount. Depending on your bank/credit card policy, this could take 1-3 business days.