Support
PUFFY is always here to assist.
Orders and Shipping
Our fraud system routinely checks all orders and if it suspects something suspicious it will flag the order for review. Once we review the order we will then change it to processing and have shipping start preparing the order for shipment. For protection purposes, we’re required to reach out to you to verify additional information about the order. The system will not let us process the order until it’s been verified.
We do everything we can to package and ship all orders in the order they’re received within 2 to 4 business days from the date of purchase. Please note that we do not process or ship orders over weekends or major holidays.
For example: If your order is placed on Friday at 4:00 PM, it will be processed within 2-4 business days on the following week. The shipping carrier’s estimated delivery time starts once your package has been processed. (i.e. Priority Mail estimates delivery in 1-3 business days. If your order was processed and shipped on Tuesday, it is estimated to arrive by Friday).
PLEASE NOTE: Our shipping carrier does not guarantee exact delivery dates due to delivery time variances and unforeseen circumstances.
Access your account, choose “Edit Profile,” navigate to Customer Shipping Address, input your new information, and click “Update Profile.”
Upon order completion, expect a confirmation email confirming your purchase. A follow-up email with your tracking number will notify you when the package is shipped. Check both your inbox and Spam folder. For assistance finding your shipping details, contact info@myqwin.com.
We do not ship THCa products to the following states where THCa is restricted or illegal: Alaska, Arkansas, Colorado, Delaware, Hawaii, Idaho, Iowa, Minnesota, Montana, Nevada, New Hampshire, New York, North Dakota, Oregon, Rhode Island, South Dakota, Utah, Vermont, Washington.
International orders: Due to varying regulations and procedures in different countries, we are unable to guarantee delivery for orders shipped internationally. Once your order leaves our facility, it becomes subject to the customs processes of your country. By placing an order with us for international shipping, you agree to take full responsibility for any issues that may arise with customs. This includes, but is not limited to, delays, additional fees, or, in worst-case scenarios, the confiscation of goods. We highly recommend that you familiarize yourself with your country’s import regulations and restrictions to help avoid any potential issues.
Lab results can be found on the product page.
Returns and Exchanges
We offer a 30-day satisfaction guarantee policy. If you wish to return a product that you’ve purchased and are not satisfied with, you may do so within 30 days of receipt for a full refund or exchange. ALL SALE ITEMS ARE FINAL.
ALL RETURNED ITEMS MUST be returned with no damage to the outer packaging or to the product itself.
If free shipping was offered and chosen for your order, the actual shipping cost incurred by us from the shipping carrier will be deducted from your refund.
You must obtain a Return Merchandise Authorization number (RMA #) prior to shipping your return. We reserve the right to refuse RMA requests. Please ensure to carefully package the product when shipping it back to us to fully protect it during transit.
If the product is returned and cannot be restocked due to shipping damage and/or user damage as deemed by a returns processing specialist, then a minimum 50% processing and replacement fee (actual fee will vary depending on the condition of return) will be deducted from your store credit/refund.
While we strive to provide exceptional support to all customers and will assist in making the return process as painless and easy as possible, we are not responsible for lost or damaged returns.
Reach out to info@myqwin.com, including your order number, which serves as proof of your original purchase. Attach a photo of the unopened item in its original packaging. We’ll promptly provide you with a Return Merchandise Authorization (RMA). Upon confirmation that the package is en route back to us, we will send you the correct product along with your new tracking number.
Photograph the damaged product and promptly reach out to customer service. They will issue an RMA, and once the package is en route back to us, your new product will be sent immediately.
15170 Goldenwest Circle, Westminister California 92683, United States
For customer support, please email info@myqwin.com and allow up to 24 hours for a response. The office is closed on weekends and holidays.
Contact customer service promptly. If your order hasn’t been processed, we’ll update your address and provide a new tracking number.
We ship most orders within 1-2 business days of receipt of the order. If your order has already been shipped, it may not be possible to cancel it. Every effort will be made to accommodate the cancellation of your order if it has not been charged and/or shipped. If Shipment In Transit: We may not be able to cancel your order. Please contact us IMMEDIATELY upon receipt of the order so that we may issue an RMA for your return. Upon processing your return, we will provide you with store credit for the full value of the products purchased and returned.
To obtain a return merchandise authorization number (RMA #) for your return, please follow the instructions below: 1. Email info@myqwin.com. 2. Provide your full name, order number, reason for return, and a contact phone number. 3. Allow 1-2 business days for a response from a customer service representative. Please note that we reserve the right to refuse RMAs if our return policy is being abused. When shipping the product back to us, ensure it is carefully packaged to fully protect it during transit. While we strive to provide exceptional support and make the return process as easy as possible, we are not responsible for lost or damaged returns.
We do not handle refunds for purchases made at independent retail locations or 3rd party websites. If you purchased a Puffy product at a retail location, or through a website other than www.myqwin.com, you will need to deal directly with the store or website where you made the purchase, as we have no way to monitor the transactions or sale of Puffy products after we ship them.
If you have any questions regarding our refund policy, please email us at info@myqwin.com