Shipping & Returns
Worldwide Shipping Information
We have €20.00 minimum order.
If you're in Ireland please insure to include your Eircode, orders without an Eircode will not be processed.
Attention customers in the USA; RAW Rolling Papers and RAW Cones CANNOT be shipped to the USA.
Currently there are delays with orders being delivered; please be patient during this time.
Your privacy is very important to us and to ensure this, we ship all orders DISCREETLY. Any package you receive from Puff 'N' Stuff will be plain and give no hints about the delights hiding inside.
All orders ship from Youghal, Co. Cork, Ireland.
USA and Canadian Customers
Due to restrictions on RAW Rolling Papers and RAW Pre-Rolled Cones; these products are not available to customers located in the USA or Canada. If you're interested in these products, please check out our subsidiary company "Twist 'n' Puff" located in Florida (www.twistnpuff.com).
Shipping Carriers and Services:
UPS: with tracking and insurance
The shipping cost is based on the weight and size of the order. The cost is calculated during checkout or in your shopping cart by clicking on "Estimate Shipping & Taxes". In the event that you get a message that says "Unfortunately the items in your cart can't be shipped to your country", please contact us for a shipping quote. Order shipped outside of the EU may incur Taxes and/or Customs Fess that are the responsibility of the customer.
UPS Extended Area Surcharge
UPS provides a delivery service in extended areas as well as urban areas. An additional charge of €32.00 applies for each shipment that is delivered in an extended area. If you're in an extended area, we will notify you before the order is processed. Please click here to see a list of Zip Codes, Postal Codes and/or cities that are in the "Extended Area".
If you should have any questions, please contact us by calling +353 (0) 83 065 6304.
Shipping Cut-Off Times:
We aim to ship all orders placed Monday to Thursday within 24 hours; orders placed Friday, Saturday, Sunday or a bank holiday will be shipped the next working day.
*** Please note that these times are approximate and can take longer during holiday seasons and bad weather conditions ***
- Ireland and Northern Ireland: 1 to 2 days (EXPECT DELAYS DUE TO COVID-19)
- Europe: 3 to 6 working days, depending on your country (EXPECT DELAYS DUE TO COVID-19)
UPS - www.ups.com
We will ship your order to the address as you enter it, and we can not accept any liability for late or failed delivery if the quoted address is incorrect, so please be careful when entering delivery address details.
What to do if parcel is damaged?
At the time of shipment delivery, the recipient’s obligation is to evaluate shipments outer packaging.
At the presence of courier – if you notice that:
1. Parcels outer packaging is damaged or shows any signs of being opened - point it out to courier and inform that you want to check the content of the shipment. Sign for receiving your shipment and along with courier carry out shipment content evaluation. If the content of shipment:
Is not damaged, then we hope for your understanding because small damages to shipments outer packaging may occur during shipment processing. Your signature confirms that the content of the parcel has been delivered without damages.
Is damaged, then ask courier to compile the act of damage. In this case you can take or refuse to take this parcel. In case you refuse to take the parcel, courier will make a note about the reasons of refusal. If you want to submit complaint about parcel content damages, we encourage you to contact with us
2. The outer packaging is not damaged, but there is a suspicion of damage to the contents of the shipment: point it out to courier and inform that you want to check the content of the shipment. Sign for receiving your shipment and along with courier carry out shipment content evaluation. If the content of shipment:
Is not damaged, then no additional actions are necessary.
Is damaged, then ask courier to compile the act of damage. In this case parcel must be left to receiver. If you want to submit complaint about parcel content damages, we encourage you to contact us
After courier has left – if you notice that:
1. Parcels outer packaging is damaged and the content of shipment:
Is not damaged, then we hope for your understanding because small damages to shipments outer packaging may occur during shipment processing.
Is damaged, then immediately inform the sender of the situation and add to the application pictures with both external and internal state of shipment, i.e., the outer packaging, inner packaging, contents of the shipment damage.
2. Parcels outer packaging is not damaged, but the content of shipment is damaged, then immediately inform the us of the situation and add to the application pictures with both external and internal state of shipment, i.e., the outer packaging, inner packaging, contents of the shipment damage.
Please immediately inform us by email or phone of any of the following problems you may have with your delivery. Please inform us within 48 hours of delivery. We cannot accept any liability unless we are notified within the 48 hours of delivery.
Damage on Delivery:
Always examine the packaging at the point of delivery before signing for any package. If the package appears to be damaged in anyway, insist on writing a note on the carriers delivery consignment note. It is then your responsibility to inform us of any damage to products within 48 hours of delivery. Please provide pictures of the damage box and/or products. Do not dispose the packaging or the box the order was shipped in, UPS may want to examine them.
It is your responsibility to inform us of any damaged products within 48 hours of delivery. Please provide pictures of the damaged products. Do not dispose the packaging.
It is your responsibility to inform us of any shortages within 48 hours of delivery.
In-correctly supplied goods:
Please notify us immediately if any incorrectly supplied goods have been sent to you. It is your responsibility to inform us within 48 hours of delivery.
Please notify us within 3 working days from the expected delivery date of a non delivery.
Orders Returned to us:
Depending on the return reason, we may or may not charge you with the re-shipping cost if you would like us to replace your parcel.
The following return reasons require a reshipping fee (if you would like us to resend your parcel):
- Unknown reason/Refused or Rejected - customs tax, import tax or extra fees not settled by the recipient;
- Insufficient/ Incorrect address - recipient incorrectly input a wrong address;
- Unclaimed - Parcels left in local customs and post office and was not claim during the allotted time.
If your order should be returned for one of the reasons above, UPS will charge a return feee that you will be reasonable for paying, if a refund is processed the original shipping charge and the return fee will be deducted from the refund.
Countries we do not ship to:
Order Statuses and Meaning:
Awaiting Payment: Payment not received or the payment hasn't been verified.
Awaiting Fulfilment: Order is waiting to be picked.
Awaiting Shipment: Order has been picked and is being packed.
Awaiting Courier Pick UP: Order has been picked, packed and waiting for courier to pickup.
Shipped: Order has been shipped, you'll receive an email with the tracking number. Tracking numbers may take 6 to 12 hours to become active.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within 14 days of your package being received, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.