Puffco Customer Support and Help

[Shop Glacier](/content/pages/glacier "https://www.puffco.com/pages/glacier"/index.html) // All devices ship free (U.S. only).

Support

What do you need help with?

Do you have questions about your product? Need help with your order? We are here to support you.

Select a topic below to get more information.

[Peak Pro 3DXL](/content/pages/the-peak-pro-support-page "Peak Pro 3DXL Support"/index.html) or [Peak Pro Link](/content/pages/peak-pro-link-support "Peak Pro Link Support"/index.html)

[New Proxy](/content/pages/proxy-support "New Proxy support page"/index.html)

[New Peak](/content/pages/new-peak-support "New Peak Support"/index.html)

[Pivot](/content/pages/pivot-support "Pivot Support"/index.html) or [Plus](/content/pages/puffco-plus-support-page "Puffco Plus support page"/index.html)

[Hot Knife](/content/pages/hot-knife-support "Hot Knife Support"/index.html)

Orders, Billing & Shipping

Filter questions by selecting tags

Orders
Billing
Shipping
Do you ship internationally?

Puffco ships to the following countries. If your country is not listed, we do not ship there at this time. Please check back for updates.

North America

- United States

- Canada

Europe

- Austria

- Belgium

- Bulgaria

- Croatia

- Cyprus

- Czech Republic

- Denmark

- Estonia

- Finland

- France

- Germany

- Hungary

- Ireland

- Italy

- Latvia

- Lithuania

- Luxembourg

- Malta

- Netherlands

- Poland

- Portugal

- Romania

- Slovakia

- Slovenia

- Spain

- Sweden

- United Kingdom

Central & South America

- Aruba

- Bahamas

- Barbados

- Belize

- Bolivia

- Chile

- Costa Rica

- Dominican Republic

- Ecuador

- El Salvador

- Guatemala

- Haiti

- Jamaica

- Paraguay

- Peru

- Trinidad and Tobago

Can I change or cancel my order?

Due to our automated systems we cannot edit or cancel an order once it has been placed. Please contact our support team if you wish to return your order for a refund.

Can I change my shipping address for my order?

Due to our automated systems we cannot edit a shipping address once the order has been placed & submitted. Please be sure to thoroughly proof-read your information before submitting your order.

How do I return my puffco.com order?

A Puffco.com order is eligible for a refund so long as the item has never been used and is returned in its original, sealed packaging within 14 days of the original purchase date. You must pay the cost of shipping to have the item returned to our warehouse. If you are looking to return an order for a refund, please contact Puffco Support for further assistance.

How long will my order take?

Orders take 3-5 business days to process prior to shipping, followed by up to 10-21 business days for delivery. There are no express or upgraded shipping options. Once an order has been submitted, it cannot be cancelled or edited.

How can I track my order?

Tracking information will be automatically sent to the email address used to place the order once processed. Due to COVID-19, we regretfully cannot guarantee arrival times for shipments. Reference your tracking number for expected delivery date.

*** Due to recent amendments to Federal law, we have been forced to change the way that we ship (please see [**Store Locator**](/content/pages/puffco-store-locator "Store Locator"/index.html) for further details). With our new carrier it is expected that tracking information will provide minimal updates until the package reaches its final mile of delivery.

Often, this can be the day before the first delivery attempt will be made or so. Typically, 2-3 delivery attempts will be made before the package is returned to sender.

My tracking information shows nothing, did my order ship?

If you’ve received your tracking information, your order has been successfully processed from our facility.

\\\* Due to recent amendments to Federal law, we have been forced to change the way that we ship (please see [**Store Locator**](/content/pages/puffco-store-locator "Store Locator"/index.html) for further details).

With our new carrier it is expected that tracking information will provide minimal updates until the package reaches its final mile of delivery. Often, this can be the day before the first delivery attempt will be made or so. Typically, 2-3 delivery attempts will be made before the package is returned to sender.

If you do not see any updates within 5-7 business days of receiving the tracking information, please contact Puffco Support.

What do I do if my package is lost?

If your tracking information shows as “delivered” but you have not received the item we always suggest seeing if the package was possibly left with a neighbor. Orders may need to be signed for by someone 21 or older in order to be marked as complete.

If you are not able to locate your shipment, please contact our support team right away so they can take the appropriate steps in finding your package. Note that missing shipments must be reported to us within 24-48 hours of the tracking showing “delivered” for our team to help.

Please note our team is not authorized to refund/reship until we hear back with the results of the investigation.

Keep receiving a billing address error / AVS mismatch error, what am I doing wrong?

Normally in a case like this, you are entering an invalid billing address or the address is being entered incorrectly. The billing address is the address associated with your account and your shipping address is where the package will be sent. We offer the option to enter a separate billing and shipping address.

If you're confident that the billing/shipping information has been inputted correctly, the error could be due to using an international bank or debit card which sometimes gets declined by our systems security. We recommend using a standard credit card to complete your purchase.

Some banks automatically debit the amount of a declined purchase and place a "hold" on the funds that were unsuccessfully charged hence the pending charges on your account. How long this temporary hold lasts is entirely dependent on the policies of your bank.

What is Sezzle?

Sezzle is a payment plan option that allows you to make a purchase online and pay off the purchase in installments, if approved. For more information on how Sezzle works you can check out the following link: https://sezzle.com/how-it-works

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