Shipping, Return & Refund Policy

Welcome to ExpressPuffa’s policy page. Please select a section below:

📦 Shipping Policy

Delivery Coverage

We currently ship across Australia only. Orders placed through expresspuffa.com will be delivered directly to your nominated address via registered courier services.

Processing Time

Orders are processed within 1–2 business days. Orders placed on weekends or public holidays will be processed on the next business day.

Estimated Delivery Time

  • Metro areas: 2–4 business days
  • Regional areas: 3–7 business days
  • Remote areas: Up to 10 business days

Note: Delivery timeframes may vary depending on courier delays or unforeseen events.

Delivery Charges

  • Orders over 3+ packs of loose tobacco, or 2+ carton of cigarettes: Free Shipping
  • Orders under 3+ packs of loose tobacco, or 2+ carton of cigarettes: $14.95 flat-rate shipping

Tracking

You will receive a shipping confirmation email with a tracking link once your order has been dispatched.

Delivery Issues

If your parcel is delayed, lost, or damaged in transit, please contact us at:
📧 customerservice@expresspuffa.com
We will work with our delivery partners to resolve any issues promptly.

↩️ Return & Refund Policy

Due to the nature of our products (tobacco and related items), we do not accept change-of-mind returns once the order has been shipped.

We accept returns or refunds only if:

  • The wrong item was sent
  • Items were received damaged or defective
  • There are missing products in your order

Conditions for Returns/Refunds:

  • Requests must be made within 3 days of delivery
  • Items must be unopened, unused, and in their original packaging
  • Clear photo evidence is required for damaged or incorrect items

How to Request a Return or Refund:

Please email us at:
📧 customerservice@expresspuffa.com

Include the following:

  • Your full name
  • Order number
  • Description of the issue
  • Photos (if applicable)

Refunds

Approved refunds will be processed to your original payment method. Please allow 3–5 business days for the funds to appear, depending on your bank.

📬 Contact Us

If you have any questions regarding our policies, shipping, or products, please feel free to contact us.

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