The PufferBox FAQ: Frequently Asked Questions

Something wrong with your PufferBox experience? Find answers to popular questions here!

What is PufferBox?

PufferBox is a monthly membership subscription. Every month you’ll receive a box full of awesome smoking products and accessories!

How often is the PufferBox shipped?

PufferBox is sent out once each month, scheduled to begin shipping on the 20th (the day after if the 20th falls on a Sunday or a holiday) unless otherwise specified. Orders are taken until 12pm CST on the 18th (unless we sell out early, which will be posted). If you signup after 12pm CST on the 18th, your first PufferBox will arrive the following month.

Do you offer discreet shipping?

Your privacy is important to us. We would never jeopardize your privacy or safety. PufferBox is shipped in a plain white box. Even the shipping label is discreet, printed with no logos and our parent company’s info: Marq Media LLC.

When I signup, how often am I charged?

You are charged the day you signup and then every time your plan renews. For example, if you sign up for a month to month plan on January 10th, your plan will renew for another month and will be charged on February 10th. If you sign up for a six month plan on January 10th, your plan will renew for six more months and will be charged on July 10th.

Do I have to sign up every month?

Your membership will continue as long as your account and payment method is kept current.

Where is my box?

While we always ship on schedule, we can not control the boxes once they leave the PufferBox factory and placed in the hands of the carrier. Normally, delivery time is 2-5 days nationwide. However, there are instances when a box may get lost or stuck in the system. If you have not received your monthly box by the 25th of the month or your tracking information has not been updated, please send us a note at support@pufferbox.com. Once we verify the box is lost or missing, we will ship you out a replacement ASAP.

What if something is broken in my box?

We try to make each PufferBox withstand the shipping journey. However, sometimes glass breaks. It’s a rare occurrence but if you receive a defective or broken item just let us know! Send a note to support@pufferbox.com, we will get you out a replacement ASAP.

Is PufferBox available outside the U.S.?

PufferBox ships to all 50 United States. Please sign up for our newsletter at the bottom of our homepage to be updated on international shipping availability.

How do I cancel my membership?

Please log in to your account then select “Cancel” next to your subscription information. The My Account link is found on the top navigation menu on every page. Once you cancel, your membership will show as “Pending Cancellation”. You won’t be charged again and your subscription will automatically expire the day of your renewal date.

How do I renew my membership?

We’re happy to have you back! To renew your membership, simply log in to your account then select Resubscribe under Actions, next to your subscription. The My Account link is found on the top navigation menu on every page.

What is the status or my order?

To check the status of your order, log in to your account. The order status will be found next to each subscription.

Where can I find shipment tracking information?

Tracking information for your latest shipments can be found by logging into your account. Select the View button next to your order. Carrier and tracking information will be shown along with order details. You will also receive an email each time one of your orders ship.

Can I return my box?

If you would like to return your box for a 100% refund (excluding shipping & handling) please mail package along with all original contents to:

Puffer Box

4608 Nett St Unit B

Houston, TX 77007

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