Shipping, Refunds and Warranty

Shipping and Tracking

Sunpuffs offers a variety of shipping options to customers and provides free shipping on all Canadian orders above $100 (before taxes). Orders are generally processed and shipped out from our warehouse within five business days, excluding the time it takes for our courier partners to deliver the package to you.

Delivery and Order Pickup

Proof of Age Required
Sunpuffs utilizes national couriers’ proof of age requirements on all packages, with no exceptions. Signatures will be obtained upon delivery. If you are unable to receive your package upon delivery, it will be sent to your nearest post office, where you will be required to show proof of age to receive the package. Packages cannot and will not be left at the door or in a mailbox.

Any fees associated with packages being returned, because proof of age was not verified, will not be refunded.

In accordance with Canadian vaping legislation, proof of age requirements cannot be removed—even if Sunpuffs has verified your age. Only the person named in the shipping fields of an order can pick up a package. Couriers will not release packages to anyone who is not verified by identity.

We do not ship to P.O. boxes. Upon delivery, you must show a piece of valid, government-issued photo identification to confirm your age of majority, and we cannot do this with a P.O. box.

Order Processing

After an order has been placed, you will be notified with an order confirmation email. Your order will be processed within five business days, subject to peak holiday periods. If you receive a tracking number during a weekend or major holiday, your order is prepared for shipment, but it is not handed off to a shipping carrier until the following business day. Once your order has been picked up, you will receive an email or text message from the courier containing your tracking information.

We reserve the right to additional processing time if any questions or concerns regarding your order arise. We always do our best to get in touch with you via email or phone only when necessary. Please make sure to provide us with current contact information during checkout.

Order Tracking

Tracking numbers are automatically generated when we print your shipping label during order processing. You will receive an email notification or text message containing the tracking number of your order. Please check your email’s ‘spam’ folder if you have not received a tracking number.

Cancellations

Although we try our best to accommodate changes, orders cannot be cancelled once they have been fulfilled. By placing an order with us, you acknowledge that the items ordered and delivery information are accurate.

Lost or Damaged Packages

Lost In Transit
If a package has exceeded its estimated delivery date by more than 21 business days, please notify us at info@sunpuffs.ca, and we will open a claim on your behalf as the shipper with the courier company.

Damaged Packages
If your package arrives damaged, please contact our customer service team within 5 days of delivery. We may initiate an investigation, and you may be required to submit pictures of the condition in which the package arrived. The courier may contact you for an inspection. Please monitor your emails and respond to communications from Sunpuffs and our courier partner.

Courier Investigation
A courier investigation may take up to 15 business days, or longer in complex cases. Unfortunately, we must wait until the investigation is completed before resending or refunding the order.

For any inquiries relating to lost or damaged packages, please contact info@sunpuffs.ca for assistance.

Taxes
All taxes will be applied subject to federal and provincial tax legislation.

Refunds

Any products purchased on Sunpuffs.ca can be returned and refunded, provided they are in their original sealed condition. All products that have been opened and/or used are final sale and cannot be returned or refunded. In case of a product defect, please see the warranty section below.

Refund payments typically take up to five business days to process after the refund has been initiated and another five business days from the date and time we receive the returned product.

Unauthorized Returns

If a package has been returned to our warehouse due to a delivery failure (e.g., incorrect address, unclaimed order, etc.), our customer service team will attempt to reach out to you at the email listed on your order, offering the option of refunding your shipment minus the original shipping cost. Orders that were eligible for free shipping will be charged a $10 flat rate.

Warranty

If a product defect occurs, a warranty claim must be requested and filled out within 30 days from the date of delivery.

Warranty claims are subject to proof or purchase details and photo/video submissions of the defective product. Please note more than one type of proof of purchase may be required to process a warranty claim (such as purchase receipt and confirmation of purchased items).

Exclusions and Limitations

The Limited Warranty does not apply to any (a) Damage due to acts of nature or God, for example, weather; (b) Negligence; (c) Commercial use; (d) Modifications to any part of the Product; (e) Damage caused by use with non-Sunpuffs products; (f) Damage caused by accident, abuse, misuse, flood, fire earthquake or other external causes; (g) Damage caused by operating the product outside its permitted or intended use; or (h) Damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Sunpuffs. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

Limitation of Damages

Except to the extent prohibited by applicable law, Sunpuffs shall not be liable for any incidental, indirect, special or consequential damages, including but not limited to loss of profits, revenue or data, resulting from any breach of express or implied warranty or condition, or under any other legal theory, even when Sunpuffs has been advised of the possibility of such damages. Some jurisdictions do not allow the exclusion or limitation of special, indirect, incidental, or consequential damages, so the above limitation or exclusion may not apply to you.

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