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Payment

What payment methods are accepted?

We accept a variety of payment methods, including credit cards, paypal, SEPA, crypto-currencies, etc. You can view the available payment options on the payment page.

Why was my payment refused?

Payments may be declined for a variety of reasons, such as incorrect credit card information, insufficient funds or problems with the payment provider. Please ensure that the payment information you provide is correct, or contact your payment provider to resolve the problem.

How can I get an invoice?

You can request an invoice at the time of payment and we will send it to you by e-mail.

Do you offer a COD option?

We do not offer payment on delivery. You must use online payment methods when placing an order.

Is it possible to enter a discount code or gift card?

Yes, if you have a discount code or gift card, you can enter the relevant information on the payment page to benefit from discounts.

Is payment secure?

We take multiple measures to ensure payment security, including encryption technology and PCI-compliant payment processing.

How can I receive an order confirmation after making a payment?

You will receive an order confirmation e-mail immediately after successful payment, containing detailed information about the order.

How can I request a refund?

If you require a refund, please contact our customer support team with your order details. We will assist you in processing refund requests in accordance with our refund policy.

How can I view my order history after making a payment?

Log in to your account and access the "My Account" page. In the "Order History" section, you can view payment information and the status of past orders.

Shipping

What is the shipping policy?

Countries we can ship to DDP (Customs duties paid) In this way, you don't have to clear customs, and there are no customs duties for you.

  • United States - UPS Express (except Alaska and Hawaii)
  • UK - Local DPD Express
  • Europe - UPS Express/ DPD Express/ DHL Express

List of DDP Europe countries: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.

Shipments to European countries, with the exception of the UK, will be cleared through customs in Germany and shipped to other European countries from Germany.

  • UAE (Dubai only)
  • South Africa
  • Vietnam
  • West Malaysia（expcet Kalimantan island）
Shipping times for certain countries :
COUNTRYSHIPPING METHODSHIPPING TIME
UNITED STATESLocal UPS Ground10-15 days
UNITED KINGDOMDPD Express premises7-12 days
GermanyUPS/DPD/DHL Germany8-13 days
FranceUPS/DPD/DHL Germany8-13 days
BelgiumUPS/DPD/DHL Germany8-13 days
LuxembourgUPS/DPD/DHL Germany8-13 days
NetherlandsUPS/DPD/DHL Germany8-13 days
Czech RepublicUPS/DPD/DHL Germany8-13 days
PolandUPS/DPD/DHL Germany8-13 days
CroatiaUPS/DPD/DHL Germany8-13 days
SlovakiaUPS/DPD/DHL Germany8-13 days
SloveniaUPS/DPD/DHL Germany8-13 days
FinlandUPS/DPD/DHL Germany8-13 days
DenmarkUPS/DPD/DHL Germany8-13 days
SwedenUPS/DPD/DHL Germany8-13 days
AustriaUPS/DPD/DHL Germany8-13 days
ItalyUPS/DPD/DHL Germany8-13 days
HungaryUPS/DPD/DHL Germany8-13 days
LithuaniaUPS/DPD/DHL Germany8-13 days
EstoniaUPS/DPD/DHL Germany8-13 days
LatviaUPS/DPD/DHL Germany8-13 days
GreeceUPS/DPD/DHL Germany8-13 days
IrelandUPS/DPD/DHL Germany8-13 days
PortugalUPS/DPD/DHL Germany8-13 days
SpainUPS/DPD/DHL Germany8-13 days
UAE (Dubai)Specialized line from Dubai12-18 days
South AfricaSouth Africa dedicated line15-25 days
VietnamVietnam dedicated line3-5 days
West MalaysiaSpecialized line in Malaysia4-8 days

Other countries
With the exception of the countries listed above, you must customs clearance and salary rights When the parcel arrives at customs, the amount of tax to be paid is determined by local customs.

Your customs authorities may ask you to provide business license also (if applicable)

How are shipping costs calculated?

Shipping costs are generally calculated according to item weight, destination and shipping method. You can check shipping costs when you place your order.

What should I do if my parcel is lost or delayed?

If your parcel is lost or significantly delayed, please contact our customer care team. We'll investigate the situation and help you resolve the problem.

How can I track my order?

You can track your order by logging into your account and accessing the "Order History" section. We also send order tracking information by e-mail.

Do I have to pay customs duties?

Not currently required, except in Canada and Denmark.

What is the estimated delivery time?

Depending on the product, stocking time is 1 to 5 days and shipping time 7 to 15 days.

Security

How is website security ensured?

We use several levels of security measures to protect your data and transactions, including data encryption, firewalls and regular security audits.

How is my personal information protected?

We strictly adhere to our privacy policy and do not sell or share your personal information. Your information is used solely for order processing and customer support.

Are payment details secure?

We use a PCI-compliant secure payment processing system to ensure the security of your payment information.

How do I create a strong password?

To create a strong password, use a combination of letters, numbers and special characters, avoiding easy-to-guess information such as birth dates. Changing your password regularly is another way of reinforcing security.

How can I check the authenticity of the website?

Check that the site URL matches that of the official site. In addition, check the SSL certificate, which should indicate that the site is secure.

How do I report suspicious activity?

In the event of suspicious activity or security concerns, please contact our Customer Service Department immediately. We will investigate and take appropriate action.

Are anti-phishing measures in place?

Yes, we have anti-phishing measures in place to help prevent fraudulent activity on websites and malicious e-mails.

Returns

I'd like to change the items I've ordered. What do I have to do?

You can change your order no later than 23:00 (PDT -7 GMT) on the day the order was placed. Please contact us at support@puff9k.com to request changes.

How do I return a product?

We have a 15-day return policy, which allows you to request a return within 15 days of receiving your item.

In order to be returned, your item must be in the same condition as when you received it, unworn or unused, with tags and in its original packaging. You will also need your receipt or proof of purchase.

To make a return, please contact us at support@puff9k.com. If your return is accepted, we will provide you with a return label and instructions on how and where to send your package. Items returned without a return request will not be accepted.

If you have any questions about returns, please contact us at support@puff9k.com.