FAQ

HAVING TROUBLE? READ THROUGH OUR
FREQUENTLY ASKED QUESTIONS BELOW TO
FIND ANSWERS.

GENERAL INFORMATION

Can I trust The Puff?

We have built our credibility and reliability by providing quality products, the lowest prices, guaranteed delivery via Canada Post shipping with discreet packaging to maintain our customer’s privacy. From the growers who produce our quality products, to the efficient processing, packaging and delivery, we make sure that we meet or exceed industry standards. Having a reputable online resource for customers to purchase cannabis products legally 24/7/365.

What are the benefits of cannabis products?

The most common use of cannabis products in Canada is for pain control. While cannabis isn’t strong enough for severe pain (for example, post-surgical pain or a broken bone), it is quite effective for the chronic pain that plagues millions of Canadians, especially as they age. Part of its allure is that it is clearly safer than opiates (it is impossible to overdose on and far less addictive) and it can take the place of NSAIDs such as Advil or Aleve if people can’t take them due to problems with their kidneys or ulcers or GERD.
Some other benefits of marijuana are for people who suffer from:

* Severe Arthritis
* Post Traumatic Stress Disorder
* Multiple Sclerosis
* Fibromyalgia
* ADD/ADHD
* Kidney Failure/Dialysis
* Alzheimer’s Disease
* Epilepsy
* Migraines
* Hepatitis C
* HIV/AIDS
* Arthritis
* Irritable Bowel Syndrome
* Chronic Pain
* Back & Neck Problems
* Eating Disorders
* Brain Injury
* Cancer
* Sleep Disorders
* Muscle Spasms
* Anxiety
* Crohn’s Disease
* Colitis
* Auto Accident(s)
* Chronic Nausea
* Muscular Dystrophy
* Gastrointestinal Disorders
* Parkinson’s Disease
* Spinal Cord Injury/Disease

How do I qualify to make a purchase from this site?

You must be on or over the age of 19 with a Canadian shipping address to be eligible to purchase cannabis products from The Puff. Sorry, but there are no exceptions to this rule.

Are bulk-deal products excluded from freebie gifts promotion?

All products listed as bulk-deal products are highly discounted and are not eligible for the Freebie Gift promotions.

ORDERING AND PACKAGING

How can I order products from this site?

Ordering is very simple you just need to verify you’re on or over the age of 19, live in Canada and place your order online. You can even receive a free gift on your first order just for signing up with us!

Once payment is confirmed your order will be processed within 1 business day.

If that’s not simple enough, you can always send us an email, speak with one of our customer service representatives or talk to us on our live chat. Live chat is available 24/7 and we will be more than happy to help you with your order.

An item was missing from my order

All orders and product details are tracked in our system and we record each order before it leaves our building. The value of any confirmed missing items will be credited* on your account to be used on your next purchase.

*Any credit will occur as points on your account, which can be applied to your next order.

How is my order packaged and delivered?

You can be certain when ordering from The Puff that the utmost discretion is taken for your benefit.  We only ship via Canada Post and you will be provided a Canada Post tracking number with every shipment.

For an added layer of discretion your items are placed in an odor-proof mylar bag thereby sealing in the freshness of the product.  The product is then placed into a generic box or bubble mailer before being shipped out.

Even the labeling of the package does not reflect the nature of the contents inside. For all intent and purposes, when you order from us, what you will get is from the mail is an ordinary looking package from the post office.

SHIPPING & DELIVERY

What are your shipping fees?

Its a flat rate of $15 for expedited shipping, or $20 for express post shipping for all orders under $150. On orders over $149, we offer free expedited shipping or a $5 charge for express post shipping. On orders over $200 we offer free express post shipping. We also offer priority post shipping at a rate of $45.

How long will the delivery take?

Delivery times vary depending on your location in Canada. All items are sent via Canada Post. Normally, your package is expected to arrive in 2 – 7 days. An additional 1-2 days may be required for rural locations.

Express post shipping is 2-4 days, and priority shipping is same day- next day.

Shipping to Northern Quebec, Northern Ottawa, Nunavut, Northwest Territories and Yukon Territories

We encounter significantly higher percentage of postal robberies when delivering to Northern Quebec, Northern Ottawa, Nunavut, Northwest Territories and Yukon Territories. We can not offer guaranteed delivery to these zones and you will not be eligible for a replacement if your package is lost or stolen.

Canada Post says "successfully delivered" but I have not received my order

There are 2 likely scenarios:

1. a) the postal worker put it in the wrong mailbox, or
2. b) what often happens is that a postal worker will scan in all the packages saying they were successfully delivered then spend that day and/or the next day delivering it.

If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file an investigation which can take 5 business days to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed unrecoverable, we will send you a 1x replacement free of charge.

From Canada Post
The investigation involves contacting the addressee to confirm delivery, or to better understand how they receive their mail and, as applicable, if they checked:

* with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf;
* their Community Mail Box for the item or parcel compartment key;
* around their property to see if the item was left in a safe location or in a mailbox attached to their home.

In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.â€

Why is my package being delivered to the wrong destination?

Although this rarely happens, it is more likely due to human error. Once you notice a discrepancy in delivery destination using Canada Post’s tracking website, please inform us immediately so we can inform Canada Post to ensure that the delivery address is corrected. Expect a slight delay in delivery date/time.

What if I don’t get my package?

In the unlikely event that you do not get your package at least 2 days after the determined date of arrival please contact us and we will coordinate with Canada Post using their Trace Service to recover your order.

Once a trace service is filed, Canada Post will conduct an investigation (which can take up to 5 business days to complete).  If they locate your package they will ship it to you and you should receive it within a few business days.  If it’s deemed “unrecoverable” we will replace your order up to $500 (one time) free of charge. We do not give postage refunds if your order arrives late due to any issues or delays from Canada Post.

*Please note that only orders with a “signature required” status will have an insured, guaranteed delivery and be eligible for a replacement order of  up to $500 (one time).

Do I need to sign for my package?

If you would like to have your order shipped with an insured and guaranteed delivery status you will need to check-mark the “signature required” box when checking out.
*Please note that only orders with a “signature required” status will have an insured, guaranteed delivery and be eligible for a replacement order of up to $500 (one time).

My package is going to the wrong destination

If you’re tracking your package on the Canada Post website and it looks like it’s headed to the wrong city, it’s most likely due to human error at Canada Post. Human errors happen on occasion as the postal employee has to manually enter each postal code in the system and if they are off by a digit/letter, it can cause a routing error and subsequent delay of 1-2 days.

PAYMENTS & FEES

What methods of payment do you accept?

Payment is accepted via Visa, Mastercard, American Express & Discovery credit cards, Interac E-transfer & Bitcoin.

I've sent my E-transfer. What next?

Once you’ve sent your E-transfer, it can take up to 40 minutes for us to receive an email notifying us of your payment. Your E-transfer will be pending until we collect the E-transfer (when we process your order). Once payment is received, your order will ship within 1 business day.

What will happen to my order if I don't submit payment?

Once you’ve placed your order, the next step in the process will be to submit payment. Your order will be kept On Hold till we receive your payment.

How Interac E-transfers Work

If you use online banking with a Canadian bank* or credit union, then sending an Interac E-transfer takes just a couple of minutes.

Payment by Interac E-transfer, you will be redirected to an order confirmation page where you will see your order number and instructions on sending an Interac E-transfer. Orders only ship after E-transfer has been received.

How do I send an Interac E-transfer?

If you use online banking with a Canadian bank* or credit union, then sending an Interac E-transfer takes just a couple of minutes!

You simply log on and find where it has the Interac E-Transfer™ option, then you go in and set up a new payee. You would enter the e-mail address as securetransferssl@gmail.com and set up your question and answer.

The question should be order number (enter your order number here) and the password needs to be The Puff to make it easy for us to accept.

If you get stuck, you can Google the name of your banking institution + how to send e-transfer and you should find lots of instructions. For information on sending an E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html

*Please note: If you bank with Tangerine, you need to call the customer service number prior to sending your e-transfer and confirm you want it to be processed. Once that is done, it can take up to 3 business days for payment to come through for processing. Thank you!

Is tax included in your prices?

GST/HST is added to your order on the Checkout page.