Frequently Asked Questions
How old do you have to be to purchase from Puffecig.com?
You must be 21 or older to purchase from our website. Before you can officially place an order, your ID must be uploaded to our verification system.
How do I join the #PuffMob?
Puff Mob members receive exclusive offers and earn Puff Points when they shop. Joining the community is easy – sign up on our website by clicking the crown icon in the bottom right corner of the homepage.
When are items restocked?
We typically restock sold out products within 1-2 weeks. Please let us know if one of your go-to items has been sold out for a longer period of time and we’ll get it back on the shelves.
Puff Brand E-Liquid has been discontinued and will no longer be available on the website.
Where do you ship?
We currently ship to every state that does not have governmental vaping restrictions. We cannot ship to: Rhode Island, New York, Vermont, South Dakota, Utah, Maine and Massachusetts. Any order from these states will be immediately cancelled and refunded. We plan to ship internationally in the near future.
What are your payment methods?
We accept American Express, Visa, Discover and MasterCard. You can use a debit card, but all transactions are ran as credit cards. We also accept pre-paid gift cards.
What is your return policy?
If there’s any issue with your order, please contact us within 48 hours of the delivery date. Be sure to include your order number, along with a description and photo of the issue.
Do I have to return the whole kit if only one part is defective?
Yes, if your vape kit is defective in any way, the whole kit must be returned.
Which coil is right for my device?
Our product descriptions indicate which coils pair with each device. Our knowledgeable staff is happy to answer any further questions regarding coils.
What happens if my order got declined, but my account was charged?
If your order was declined by our system, it did not accept any payment. However, your bank might have placed a pre-authorization hold on the funds. It can take an average of 1-7 business days for your bank to lift the hold. Please contact our customer service team if you’re facing this issue.
Why hasn’t my order shipped?
We typically ship orders within 24 hours of the order date, but we do not ship on the weekends. We’ll email you a shipping confirmation once your package leaves our warehouse. Please contact our customer service team if you believe your package should have already shipped.
Why isn’t my tracking information updating?
Occasionally, the carrier’s system skips package scans, thus delaying real-time tracking information. If your tracking number does not update within 7 days, please contact us along with the carrier.