Need to report an issue or return something? No worries - we've got you covered. Just follow the steps below for your situation, and we'll take care of the rest.
Something arrived broken or not working? Here's what to do:
Take photos or video showing the damage or defect
For vapes/pens: a short video showing it's not working (won't charge, no vapor, etc.)
For gummies: photo of the melted or damaged product
For flowers: photo of the product on a scale if it's a weight issue
For other items: clear photo of the damage
Email us at support@canapuff.com with:
Your order number
Description of the issue
Photos/video attached
We'll review everything and get back to you with a solution - usually within 24 hours.
Got something different from what you ordered? Let's fix that:
Take photos of:
The product you received (showing the label/details)
The packaging it came in
Email us at support@canapuff.com with:
Your order number
What you ordered vs. what you received
Photos attached
We'll verify the mix-up and offer you a resolution (discount code, exchange, or in some cases a resend).
Some items missing from your package? Here's what to do:
Take photos of:
The outer packaging (the box/envelope it arrived in)
The opened package showing all the contents you received
Email us at support@canapuff.com with:
Your order number
Which item(s) are missing
Photos attached
We'll check our records and arrange a resolution for you.
Want to return an unopened item? No problem - you have 14 days from delivery.
Make sure the item is:
Unopened and sealed
In its original packaging
Email us at support@canapuff.com with:
Your order number
What you'd like to return
Reason for return (optional)
Once we confirm, ship the item back to:
AVOS Trade s.r.o.
Křimická 809/5
31800 Plzeň
Czech Republic
Send us the tracking number so we know it's on the way
Once we receive the item, we'll process your refund.
Note: Return shipping is at your own cost.
Want to swap an item for a different flavor or variant?
Make sure the item is unopened and in original packaging
Email us at support@canapuff.com with:
Your order number
What you have and what you'd like instead
Ship the original item back to our address (above) with a tracking number
We'll send your replacement once we receive the original
Note: You'll cover return shipping; we'll cover the replacement shipping.
Tracking hasn't updated for several days? Here's what to do:
Wait at least 4-5 business days - it's normal for tracking to go quiet during transit
If still no movement, email us at support@canapuff.com with:
Your order number
When you last saw a tracking update
We'll open an investigation with the carrier and keep you updated. Once resolved, we'll arrange a redelivery, discount code, or refund - your choice.
Tracking says delivered, but it's not there?
First, double-check:
With neighbors
Hidden spots around your door (behind plants, in a mailbox, etc.)
Any delivery notes left by the courier
If still not found, email us at support@canapuff.com with:
Your order number
Confirmation that you've checked the above
We'll send you a declaration form to sign and return
We'll then open an investigation with the carrier (takes about 7 days)
Once resolved, we'll arrange a redelivery, discount code, or refund.
If your package couldn't be delivered and is being sent back:
Email us at support@canapuff.com with:
Your order number
Let us know if you want a redelivery, discount code, or refund
What happens next:
For redelivery or discount code: We can usually process this right away
For refund: We may need to wait until the package arrives back at our warehouse
Got more Questions? Just email us at support@canapuff.com - we're always happy to help!
