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.
Damaged or Defective Product
Something arrived broken or not working? Here's what to do:
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Take photos or video showing the damage or defect:
- For vapes or 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
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Email us at support@canapuff.com with:
- Your order number
- Description of the issue
- Photos or video attached
We'll review everything and get back to you with a solution – usually within 24 hours.
Wrong Item Received
Got something different from what you ordered? Let's fix that:
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Take photos of:
- The product you received (showing the label and details)
- The packaging it came in
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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).
Missing Items
Some items missing from your package? Here's what to do:
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Take photos of:
- The outer packaging (box or envelope)
- The opened package showing all contents you received
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Email us at support@canapuff.com with:
- Your order number
- Which item or items are missing
- Photos attached
We'll check our records and arrange a resolution for you.
Returns (Changed Your Mind)
Want to return an unopened item? No problem – you have 14 days from delivery.
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Make sure the item is:
- Unopened and sealed
- In its original packaging
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Email us at support@canapuff.com with:
- Your order number
- What you'd like to return
- Reason for return (optional)
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Once we confirm, ship the item back to:
AVOS Trade s.r.o.
Křimická 809/5
31800 Plzeň
Czech Republic
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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.
Exchanges (Want a Different Variant)
Want to swap an item for a different flavor or variant?
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Make sure the item is unopened and in its original packaging
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Email us at support@canapuff.com with:
- Your order number
- What you have and what you'd like instead
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Ship the original item back to our address above with a tracking number
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We'll send your replacement once we receive the original
Note: You'll cover return shipping; we'll cover the replacement shipping.
Package Lost in Transit
Tracking hasn't updated for several days? Here's what to do:
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Wait at least 4–5 business days – it's normal for tracking to pause during transit
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If there's 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.
Package Shows Delivered But You Didn't Receive It
Tracking says delivered, but it's not there?
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First, double-check:
- With neighbors
- Hidden spots around your door (behind plants, mailbox, etc.)
- Any delivery notes left by the courier
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If still not found, email us at support@canapuff.com with:
- Your order number
- Confirmation that you've checked the above
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We'll send you a declaration form to sign and return
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We'll then open an investigation with the carrier (usually takes about 7 days)
Once resolved, we'll arrange a redelivery, discount code, or refund.
Package Being Returned to Sender
If your package couldn't be delivered and is being sent back:
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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: usually processed right away
- For refunds: 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.
