At puffpuffdragon.net, we want you to love your experience shopping as much as your new vape products. Please feel free to contact our customer service department regarding to any questions or concerns. We are here to help with everything from placing orders, delivery questions and product details. Even if you’re set, we’d still love to hear your feedback. We value your opinions and want to keep on improving to serve you better.

FAQ

Order Issues

Unfortunately we are unable to make any item changes to orders once the order has been placed. Alternatively, we may cancel the order if the package has not yet begun processing with our shipping department. Please note that once the package has begun processing, the order will no longer be able to be canceled as the package is being prepped for shipment.

We are only able to cancel orders before the order has begun processing with our shipping department. Once an order has been processed for shipment, the order is no longer able to be canceled/refunded. If necessary you may refuse the package at time of delivery. Once we receive the package back at our facility we will be happy to modify or cancel and refund the order.

If you believe that an item in your order is missing/incorrect, please contact us immediately, and we will rectify the issue for you. Please be sure to include your order number, along with images of the invoice and products that you received. In regards to the invoice, please send us a complete image of the entire document where all text is visible. Upon reviewing the email, we will send you a prepaid return label at no charge to you to return to item back to us in exchange for the correct product. Please send this information to info@puffpuffdragon.net. Please note that all “Dead on Arrivals” (DOA), Missing, or Wrong Item claims must be reported back to us within 48-hours from the time of delivery. Please ensure to carefully inspect your items upon receiving the package, as it is the responsibility of the recipient to check the contents of the order within the designated time window, and to notify us if any issues are found.

If you have confirmed that the shipping address listed on your order is invalid/incorrect, you may contact USPS to arrange mail-forwarding, or to arrange pick-up at your local post office. Alternatively, if the order’s tracking history shows that the courier returned your package to the original sender, we will be able to make the necessary adjustments to your order once it is received back at our facility. Please contact us regarding the matter with your updated shipping address and we will have it on file to update your shipping address. https://www.usps.com/help/contact-us.htm

Unfortunately, we are unable to link placed orders to existing customer accounts after the order has been placed. Alternatively, we may apply the earned rewards points from your recent order to your Puffpuff Dragon account. You may contact us regarding the matter, and we will be sure to issue the rewards points to you. Please include the order number and your Puffpuff account information at the time of your initial email to us. info@puffpuffdragon.net

We currently offer a 30-day after sales limited warranty for all manufacturer defective items purchased from our website, with some restrictions*. The warranty period will begin once the package has been delivered in correspondence to the order’s tracking history. Once the item has been in the hands of the customer after the warranty period, the item(s) will be no longer eligible for a refund/replacement.

If you receive a defective product from our website, please notify us within our 30-day after sales warranty period and we will be sure to assist you in the returns process. Prior to contacting us please ensure to include the following items in your email for a speedy process:

  1. Order number
  2. Images / Video of the defective item, clearly showing the issue at hand
  3. A detailed description of the issue you are facing with the product

Please send the above information to info@puffpuffdragon.net

Please note that all minor scratches, cosmetic issues, and discoloration are considered normal wear and tear, which are not covered by our warranty.

Orders placed online at puffpuffdragon.net have a 30 Day Return Policy. We gladly accepts returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange within 30 days of original purchase. Please email us if you have any questions and the more details you are able to provide, the faster the situation can be handle.

Normally, popular items are restocked within 2 weeks. However, we do not guarantee that some items will be restocked on our website.

Unfortunately, the majority of the devices on our website do not include batteries as several manufacturers do not include them with the devices. You may verify if the device you wish to purchase contains batteries by reviewing the product description on the corresponding product listing page. However we do offer a number of different brands and types of external batteries at a discounted price when purchased with a device. You can find the external battery add-on option on any listing for starter kits and box mods that require them. You can also browse through our catalog of batteries: https://pufpuffdragon.net/battery

All other questions

Unfortunately, we currently do not offer phone support at this time, as our most efficient method of communication to our customers is via email. Our normal response time is between 24-48 business hours, excluding weekends and holidays.

We are currently located in Silver Spring, MD, and ship all packages from our facility.

Mon – Sat: 10am – 9:00pm | Sun: 10am – 6pm You can also visit our contact page for more information

If our system is unable to verify your legal age, you may alternatively send us an email containing an image of a valid government issued ID, and we will manually review your information to verify your legal age in the corresponding state of residence. You are more than welcome to cover or sensor any sensitive information such as your Driver License or Passport number. Once your account has been verified, you will no longer be asked to provide ID upon checkout while logged into your Puffpuff account. Due to the recent FDA regulations placed last year, we are required by law to check a valid ID in order to verify that you are of age in your state to purchase products from our website. https://www.fda.gov/TobaccoProducts/GuidanceComplianceRegulatoryInformation/Retail/ucm205021.htm#ecig Please note that we currently use the latest technology for Age Verification for all age verification screenings on our website.

Order confirmation emails are sent within 12-hours of the order being placed. If a contact email was not provided at the time of checkout, or an incorrect/invalid email address was entered, the confirmation email will not be properly sent to your inbox. Please also be sure to check your spam/junk folder if it does not appear in your inbox. Please verify the information at the time of checkout to avoid further issues. If you believe that the email was not received due to the reasons mentioned, please feel free to contact us regarding the matter and we will provide you with your order number along with your tracking number (if the order has already begun processing).

We currently ship all orders in discreet packaging with no logos or labels of affiliation.

Unfortunately No. We only ship within the United States.

If you received a “Gateway error”, and did not receive an order confirmation email, this may be the result of a declined transaction. A “Gateway Error” indicates that the card used for purchase was declined. Your card may have been declined due to an incorrect billing address entered at the time of checkout (including the name on the card). Please note that the billing information must accurately match the information attached to the card, as any discrepancies will result in a failure to place an order. Additionally, you may verify the billing information on file with your banking institution. If you see a pending charge on your account, it is important to note that this is not an actual charge. Since the card was declined, we were unable to receive any payments from you. Therefore, the pending charge is the result of the card issuer holding the funds from your account that were intended to be used for a purchase. The funds should become re-available to you within 2-3 business days (depending on the processing time of the card issuer). Alternatively, you may contact your banking institution to inquire about expediting the process to release the funds back into your account. If you received a confirmation page with a provided Order Number and received a confirmation email or Reward Points email update, your order is confirmed and successfully placed.

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