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FAQ

Due to the pandemic impact on the global supply chain, we would greatly appreciate your kind patience for the extended delivery timeframe to your location.

 

[SHIPPING]

Free Shipping

We offer free standard shipping for all U.S. orders over $40. Free shipping is based on your order total after promotional discounts have been applied and before shipping charges, taxes, etc.

 

Shipping Rates

For U.S. orders under $40, a standard shipping rate of $3.99 will be applied. For orders above $40, we offer free shipping and will be applied automatically in your cart.


Where do you shipping to?

We currently deliver to U.S.. As soon as we are able to deliver to more countries, we will update this section.

For orders placed in U.S. dollars to ship within US it must have a matching billing and shipping address. To minimize potential fraud, if the addresses do not match on an order that ships from the billing address, your order may be cancelled. Please contact us at support at puffastores.com if your order has been cancelled due to the mismatched address.


How long will it take to receive my order?

As the product will be processed from our warehouses based across different warehouses overseas. Please allow additional processing and shipping timeframe based on the mentioned on the country location below. All orders may have a processing time of up to 5 business days before shipping, especially during the peak holiday shopping season.

Approximate shipping time:

USA: Estimated 8-14 days

Everywhere else: US currently, if you would love to have PUFFA sooner in your country, be sure to join our community via our email subscription and be first to know once we are delivering PUFFA to you!

If you don't receive your order in the designated timeframe, please contact us via email at support at puffastore.com and we will get back to you as soon as possible!

 

How do I track my order?

Upon fulfillment, a tracking number will be emailed to you. Please allow up to 72 hours for the tracking status to be updated.

You can track your order status either in your account or through this page with your order number and email.

 

Order Accuracy

We are unable to make changes to orders that have been processed. To ensure that your package is properly delivered, please make sure that your address is entered correctly at checkout and includes all pertinent information including the correct abbreviations, street numbers, and building or apartment numbers.

We will not take responsibility (ex. refund or replace) for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase. We are also unable to combine orders and refund shipping if, for instance, you forget to order additional items and would like to add it later.

The USPS and other fulfillment delivery partners are experiencing unprecedented delays due to Covid. These delays are beyond our control, as are delays due to weather, mishandling by the carrier, undeliverable addresses, or incorrect contact information for all shipments including Priority and Express shipping options. Unfortunately, we are not able to provide refunds for delayed orders.

Also, we cannot guarantee the all items will be delivered within the suggested time frame, even though we strive to do so.

So please note that a late delivery CANNOT be a reason to request for a refund.

  

COVID-19

During the COVID-19 pandemic, we are taking extra precautions to ensure the health and safety of our team members. Orders may take 5 business days to process before shipment. You will receive a shipping confirmation and tracking numbers as soon as they are generated via the email address you provided during checkout.

 

Apple/Google Pay

Please take caution when using Apple/Google Pay, as we most frequently have issues with the stored address or email address associated with your Apple or Google Pay being inaccurate and automatically entered during checkout. Please confirm all information entered is accurate before completing checkout as it may not be able to be changed after the order has been placed.

Due to the pandemic impact on the global supply chain, we would greatly appreciate your kind patience for the extended delivery timeframe to your location.

 

[RETURN POLICY]

On any circumstance please DO NOT send the products back to the shipping address on the package. The reason is simple, as your product may come from our different warehouses where we process orders.

Due to the recent pandemic and hygiene purposes and to be eligible for a return, your item must be unopened, unused, undamaged, unworn and in the same condition that you received it. It must also be in the original packaging.

Returns that do not meet our policy will not be accepted and will be returned to you at your cost.

A final inspection will be done to ensure all items are in their original condition before processing your returns.

If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the market value of the GWP

Some restrictions apply, our customer service team will verify if your product is eligible for returns.


How do I make a return?

Please contact us prior to sending it back to us at support at puffastore.com. We recommend you opt for a shipment method that enables tracking. PUFFA will not be responsible for the loss of a returned parcel.

For a fast request processing, please follow the following four steps below:

1. You must notify us within seven (7) days, starting from the day you received your delivery package. Please contact our customer service via email at support at puffastore.com with the subject title: Return Request – [Your Order Number]. 

2. In your email please state your order invoice number, a receipt of proof of purchase, your contact information, and the name you used in purchasing the order.

3. Please take a picture and send us the image of the product and package clearly identifying the defective item and with the description.

4. Once we have received the claim from you, along with the package image, our customer representative will inspect your order and contact you.

 

 

Refund Process

If you request a refund and the return has been approved, the purchase price (excluding delivery charges and discounts) will be refunded to you using the original payment method within 20 - 30 business days once we have received the returned item and confirm that it meets the conditions above.

Refunds will be based on the value of the merchandise as reflected on your order invoice. 

* Please note that your refund will take up to 30 working days if you have made your purchase during holiday and our online sales period. * 

If there is an issue with your return, you will also notified as to why your return was rejected and why we cannot issue a refund. This typically only happens when we receive used products back that are in unsellable condition.

We seek your understanding with delays to your refund caused by special events.

 

Late and Lost Orders

The USPS and other fulfillment delivery partners are experiencing unprecedented delays due to Covid. These delays are beyond our control, as are delays due to weather, mishandling by the carrier, undeliverable addresses, or incorrect contact information for all shipments including Priority and other shipping options.

Unfortunately, we ARE NOT ABLE to provide refunds for delayed orders due to the areas highlighted which are beyond our control ability.

If you are concerned that your package may be lost please contact support at puffastore.com within 7 days from the last scanned date as notified by the delivery courier. All issues must be notified within 7 business days of original contact.


Damaged Or Faulty Items

If an item is faulty (see definition below) or different from the sample shown, we will take corrective action, which may include refunding the purchase price, or providing a replacement product for the incorrect item.

*We will not replace items that have clearly been damaged because of wear and tear*

If you have entered the wrong address, moved or need to change a product variant AFTER your order has been shipped, we will not be able to accommodate a refund.


Late Or Missing Refunds

Due to the refunding process through the respective credit card processors, please allow at least 20 to 30 business working days to process your refund by your bank or credit card processors.

* Please note that your refund will take up to 30 working days if you have made your purchase during holiday and online sales period. * 

Please check your bank account again after the refund processing timeframe and contact your credit card company and bank should you not receive the refund after 30 business working days. Please allow additional processing time before a refund is posted or reflected in your bank or credit card statement.

If you’ve done all of this and you still have not received your refund yet, please contact us by email support at puffastore.com


Clearance and All Sales Items

Only regular priced items may be refunded once the return has been reviewed and approved, all sale items WILL NOT be refunded unless they are defective.

 

 

Gifts

Subjected to the return review approval process by our customer service team:

  • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and notify the return request.
  • If the item was marked as a gift when purchased and shipped directly to you, we will send a refund to the gift giver and notify the return request.

 

 

[TERMS & CONDITIONS]

1. PUFFA reserves all rights to inspect the condition of the item(s) before accepting any returns, refunds or exchanges (“Returns”). You shall bear the shipping and handling charges of returning any rejected item(s) to you.

 

2. All risks in shipping the item(s) to PUFFA shall be borne by you. PUFFA shall not be responsible for any loss or damage to the item(s) which is being returned to us.

 

3. Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.

 

4. Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.

 

5. PUFFA shall not be responsible for damage to any item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Our Returns policies do not cover such damage.

 

6. Our Returns policies does not cover item(s) used in a manner or for a purpose not reasonably contemplated by PUFFA, or if the item(s) has been modified in a manner not authorised by PUFFA

 

7. PUFFA makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.

 

8. All Returns are at all times governed by Singapore law. PUFFA and you agree to submit to the non-exclusive jurisdiction of the Singapore courts.

 

9. PUFFA's decisions on Returns are final.


    PUFFA shall reserve the right to amend, vary or modify these Terms at any time, without giving prior notice to you and such amendments shall be effective immediately upon inclusion/publication of such amendment on the Website.

     

    Contact Information

    For customer service, please еmаіl uѕ at support at puffastore.com or through our support form here