Customer Support

We offer several convenient payment options:

• Bank Transfer – You'll receive payment details after checkout. Please note that bank transfers can take up to 3 business days to process. Be sure to include your order number in the reference field so we can match your payment quickly!

Card Payment – Visa, Mastercard, Google Pay, Apple Pay, and Klarna

For bank transfers, it can take up to 3 business days for payments to appear in our system. If you included your order number in the reference, it will be matched automatically once we receive it.

Sometimes banks don't include the reference number. If that happens, just send us an email at support@canapuff.com with your IBAN and proof of payment, and we'll locate it manually.

For card payments (including Klarna, Apple Pay, or Google Pay), payments usually match automatically. If yours hasn't, reach out to us and we'll sort it out for you right away!

Once we confirm your refund request has been sent to our financial team, it takes up to 10 business days to process, plus about 3 more business days for the money to reach your account. Changed your mind? No problem – you can cancel the refund anytime during this period and choose to receive the products or a discount coupon instead.

No worries, this happens sometimes and is easy to fix! If you're still receiving payment reminders after paying, it's likely the payment just hasn't reached us yet, or it couldn't be automatically matched to your order. Simply send us an email at support@canapuff.com with your payment confirmation, and we'll get it sorted out for you right away. If you paid by bank transfer, including your order number in the reference field helps us match payments much faster since we process many transactions daily.

If you'd like to change your payment method, please email our support team at support@canapuff.com.

Once you place an order, it appears in our system and is marked as awaiting payment. As soon as we receive your payment, your order is forwarded to our dispatch team for processing.

We hand over parcels to the courier once per day. When your package is dispatched, you'll receive a tracking number with a link to follow its journey.

We usually ship orders on the same day or the next business day. Please allow up to three business days for dispatch, and note that during holidays, peak seasons (like Christmas), or special sales events, it may take a little longer.

You will be informed about the status of your order via email throughout the process. As soon as the courier picks up your order, you will receive an email with a tracking number and a link where you can track your package. From then on, if you have any questions about your package, please contact the selected courier for faster information and communication.

We work fast to get your order to you! Once you place an order, it moves through our system pretty quickly. If you need to make any changes or cancel, just reach out to us as soon as possible at support@canapuff.com – the sooner you contact us, the better chance we have of catching it before it's packed. Once a package enters the packing queue, we unfortunately can't make changes, but we'll always do our best to help if you reach out early.

You can choose between DPD, GLS, and UPS at checkout. We're always working on adding more options to make delivery even more convenient for you!

Austria 2 business days

Belgium 2 business days

Bulgaria 3-5 business days

Croatia 2-7 business days

Czechia 1-3 business days

Denmark 3 business days

Estonia 3-4 business days

France 3-4 business days

Germany 2 business days

Greece 4-6 business days

Hungary 2 business days

Ireland 4 business days

Italy 3-5 business days

Luxembourg 2 business days

Netherlands 2 business days

Poland 2 business days

Portugal 3-4 business days

Romania 2-4 business days

Slovakia 2-3 business days

Slovenia 2-3 business days

Spain 3-4 business days

Delivery times are estimates from the moment the package is handed to the courier.

Shipping costs depend on your location and chosen delivery method. You can see all the options and prices at checkout, or check our shipping info page for details (link coming soon).

Yes! Our products comply with EU regulations. That said, laws can vary from country to country, so we always recommend checking the regulations in your region before ordering – just to be safe. If you'd like to see which products we ship to your country, check out our shipping info page (link coming soon).

Absolutely! We know how important privacy is, so we make sure that all shipments are discreetly packed. There are no logos, labels, or any other hints about the contents on the outside of the package.

We're here to help! If you're experiencing an issue with your package, you can contact the shipping company directly since they handle the package during transit. Keep in mind that couriers don't work on weekends and packages aren't always scanned at every stop – so it's normal not to see updates for a few days. If the tracking hasn't been updated for 4-5 business days, feel free to reach out to the courier or email us at support@canapuff.com and we'll look into it for you.

We understand waiting can be frustrating! First, check your tracking information from the shipping confirmation email. It's completely normal for tracking to go quiet for 4-5 days during transit – packages aren't scanned at every stop. Delays can also happen during holidays, peak seasons, or due to unexpected circumstances.

If your tracking hasn't updated for more than a few days, reach out to us at support@canapuff.com and we'll start an investigation with the courier on your behalf. While we can't speed up the delivery once it's with the courier, we'll do everything we can to find a resolution and keep you updated along the way.

Unfortunately, due to the volume of packages we handle, we cannot offer priority or expedited shipping options.

Please send us an email at support@canapuff.com and we will figure something out. We're happy to resend the package to you as soon as possible.

Don't worry – we're here to help. Please email us at support@canapuff.com and we will start an investigation with the carrier on your behalf. We'll do everything we can to resolve the issue as quickly as possible and find a solution for you.

Shipping protection is a service that ensures coverage for lost, damaged, or stolen packages during transit. Once we hand a package over to the carrier, any issues that occur are in their hands. With shipping protection, if something happens to your package, we can act immediately by issuing a replacement or refund – no waiting required. Without shipping protection, we need to wait for the carrier to complete their investigation, which can take between 21 to 60 days. While that's a long time, it's unfortunately out of our control. Shipping protection gives you peace of mind and much faster resolution.

We're sorry to hear that! Please send us an email at support@canapuff.com with a description of the issue and, if possible, attach photos or videos so we can see what happened. We'll get back to you as quickly as we can – typically within 24 hours (though not on weekends). Please communicate in English so we can help you faster. We're committed to resolving every issue, and while we have up to 30 days for complex cases, we always aim to sort things out much sooner.

It depends on the situation! Sometimes we can resolve things in a single email, and other times we may need to investigate further or gather more information. We have a maximum of 30 days to resolve complaints, but we genuinely try to get everything sorted as quickly as possible, nobody likes waiting, and we don't want you to either.

No problem, we understand that things change! You can return sealed, unopened items. Simply pack them up with a note including your order number and send them to our address below. Once we receive the package, we'll email you with options for compensation. You can also reach out to us while the package is on its way so we can start the process early.

You have a 14-day withdrawal right from the date of delivery. To return items, they must be unopened and in their original packaging. Please email us at support@canapuff.com to initiate a return, and send the items back with a tracking number so we can verify the shipment was sent. Once we receive the items, we'll process your refund or exchange.

Yes, you can exchange unopened products for a different variant. Please email us at support@canapuff.com to arrange the exchange. You'll need to send the original item back with a tracking number, and we'll ship the replacement once we receive it.

Return Address: AVOS Trade s.r.o. Křimická 809/5 31800 Plzeň, Czech Republic (Please make sure to email us before you return a package. Packages that are sent without us expecting them may take longer to process)

We'd love to hear from you! You can reach us by email at support@canapuff.com or give us a call at +420 773 728 804 (Monday to Friday, 8:00 - 16:30 CET).

We aim to respond to all emails within 24 hours! Sometimes it may take a little longer during busy periods or over weekends (we're not in the office then), but don't worry – we read and respond to every single email. You will hear from us.

Don't worry – we've got your email and we're working through them in the order they arrive. We know waiting is hard, but please try to hold off on sending follow-up emails, as each new message can actually slow things down (it creates extra threads for us to sort through). Rest assured, we will get to your email and resolve your issue as quickly and effectively as possible. We're committed to helping every customer!

We communicate in English.

To help us assist you as quickly as possible, please include your order number in your message. This allows us to pull up your details right away and start working on your case without any back-and-forth!

Absolutely! Your information is kept secure and is only used for processing orders, handling inquiries, and coordinating with couriers. We take your privacy seriously.

Yes! Our THC Cookies & Gummies are 100% vegan and contains no animal-based ingredients. We want everyone to be able to enjoy our products!

Not sure where to start? No problem! Our product pages have detailed descriptions to help guide you. You can also take our fun quiz at canapuff.com/pages/quiz to get personalized recommendations, or just email us at support@canapuff.com – we're always happy to help you find the perfect fit!

Our standard vapes are disposable and can't be refilled. But if you prefer something more sustainable, check out our pen + cartridge sets – once you've used the cartridge, just unscrew it and pop in a new one!

Most of our vapes and pens need to be activated first – just press the button five times quickly, and you're good to go! If it's still not working, reach out to us and we'll help troubleshoot.

Great question! Subscribe to our newsletter to receive discount codes and special offers. And if you haven't used your one-time 25% welcome discount yet, look for the pop-up or small white bubble on our main page – the code will be sent to your email!

Easy! Just email us at support@canapuff.com or give us a call at +420 773 728 804, and we'll update your details for you.

Curious about what's in a specific product? Just send us an email or give us a call, and we'll be happy to share all the ingredient information with you.

Absolutely! Your safety matters to us. All our products undergo thorough lab testing to ensure purity, potency, and top-notch quality.

Yes, we do! Sign up at canapuff.com/pages/loyalty-program to see all the perks. You'll earn points for things like leaving reviews, and unlock special benefits as you move up the VIP tiers!

The best way is to subscribe to our newsletter – you'll get first access to new products, exclusive discounts, and special offers. You can also follow us on social media to stay in the loop!

We're Canapuff, a cannabinoid company based in Pilsen, Czech Republic. We're passionate about creating high-quality products and providing friendly, helpful support. Whether you're new to cannabinoids or a longtime enthusiast, we're here to make sure you have a great experience from browsing to delivery and beyond.

Quality is at the heart of everything we do! It starts with carefully selected hemp plants and continues through every step of production. Our experienced team develops each product with care, and everything goes through strict testing to make sure it meets our high standards. From cultivation to extraction to storage – we pay attention to every detail so you can enjoy reliable, premium cannabinoid products with confidence.

We've got something for everyone! Our selection includes:

• Flowers
• Vapes
• Joints
• Pen + Cartridge
• Cartridges
• E-Liquids
• Gummies
• Brownies
• Shots
• Chocolates
• Cookies
• Edibles

From classic flowers to modern vape devices and tasty edibles, there's something for every preference and occasion.

Note: In Spain, the Netherlands, and Portugal, customers can still order cannabinoids like HHC, THCP, and HHCP.