Shipping policy
Effective Date: August 12, 2026
At Prime Puffs, we aim to process orders promptly and provide clear, straightforward information about shipping and delivery.
This Shipping & Delivery Policy explains how orders placed through primepuffs.ca are processed, shipped, tracked, and delivered.
1. Order Processing
Orders are generally processed within 1–3 business days after the order has been successfully placed and payment has been confirmed.
Processing times may take longer during:
- Statutory holidays;
- Promotional events;
- High-volume sales periods;
- Unexpected inventory issues; or
- Other circumstances that may temporarily affect order processing.
Orders are generally processed and shipped on business days. Orders placed on weekends or statutory holidays will normally begin processing on the next available business day.
Once your order has been shipped, we will provide tracking information when tracking is available.
2. Shipping & Delivery Times
After your order has been processed and shipped, delivery generally takes approximately 3–5 business days. Delivery times may vary depending on:
- Your delivery location;
- The shipping method selected;
- Carrier operating times;
- Weather and transportation conditions;
- Holidays and peak periods; and
- Other circumstances outside Prime Puffs’ reasonable control.
The estimated delivery timeframe does not include the order-processing period described above. As a result, the total time from placing an order to delivery may be longer than 5–7 business days.
Any delivery timeframe displayed at checkout or communicated to you is an estimated timeframe, unless we expressly state that a particular delivery date or timeframe is guaranteed.
Carrier delays can occur even after an order has left our facility.
If your order appears to be significantly delayed beyond the estimated timeframe, please contact us so we can help investigate its status.
3. Shipping Rates
Shipping costs are calculated based on the destination, order details, and available shipping options.
The applicable shipping cost will be displayed at checkout before you complete your purchase.
Where free or promotional shipping is offered, any applicable conditions will be displayed at the time of purchase.
4. Shipping Address
Customers are responsible for providing a complete and accurate delivery address.
Before completing your order, please carefully review:
- Your name;
- Street address;
- Unit or apartment number, where applicable;
- City;
- Province;
- Postal code; and
- Any other information required for successful delivery.
If you discover that your shipping information is incorrect, contact us immediately at:
Email: support@primepuffs.ca
Phone: (226) 581-9101
We will make reasonable efforts to update the address before the order is processed or shipped. However, an address change cannot be guaranteed once an order has entered processing or has been transferred to a carrier.
Prime Puffs is generally not responsible for delays, additional shipping costs, or delivery problems resulting from an incorrect or incomplete address supplied by the customer.
5. Order Tracking
Where tracking is available, tracking information will be provided after the order has been shipped.
Please note that tracking information may not appear immediately. It can take some time for the carrier to receive, scan, and update the shipment.
If tracking does not update immediately after shipment, we recommend allowing reasonable time for the carrier’s first scan before contacting us.
6. Delivery Attempts and Age Verification
Certain products sold through Prime Puffs may be subject to legal age restrictions.
Where age verification or proof of age is required, the customer must satisfy the applicable requirements before the order can be completed or delivered.
If the required age verification cannot be completed, the shipment may be refused, returned, or cancelled as required or permitted by applicable law.
Any applicable refund will be handled in accordance with our Return & Refund Policy and applicable law.
7. Lost or Delayed Packages
If your package appears to be delayed, please first review the tracking information provided by the carrier.
If the tracking information has not updated for an unusually long period or indicates a possible delivery issue, contact us at:
Email: support@primepuffs.ca
Phone: (226) 581-9101
We may work with the applicable carrier to investigate the shipment.
The outcome of a lost-package claim may depend on the carrier’s investigation and the circumstances of the shipment.
8. Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot locate it, please:
- Check around your delivery location;
- Check with other members of your household;
- Check with building management or a reception area, where applicable;
- Check with neighbours where appropriate; and
- Review the carrier’s delivery information.
If you still cannot locate the package, contact us as soon as possible.
Prime Puffs will make reasonable efforts to investigate delivery issues with the carrier.
Where a carrier confirms delivery to the address provided at checkout, Prime Puffs cannot guarantee a replacement or refund unless required by applicable law or the circumstances warrant another remedy.
9. Damaged Packages
If your package arrives visibly damaged, please document the condition before disposing of the packaging.
Where possible, take photographs of:
- The exterior of the package;
- The shipping label;
- Any visible damage;
- The product packaging; and
- The damaged product.
Contact support@primepuffs.ca with your order number and photographs so that we can assess the situation and determine the appropriate resolution.
10. Incorrect, Missing, or Incomplete Orders
If you receive an incorrect product or an item appears to be missing from your order, contact us as soon as possible.
Please provide:
- Your order number;
- A description of the issue; and
- Photographs of the package and its contents where appropriate.
We will review the order and work with you to determine an appropriate resolution.
11. Shipping Restrictions
Certain products may be subject to:
- Age restrictions;
- Transportation requirements;
- Carrier restrictions;
- Provincial or territorial requirements;
- Federal requirements; or
- Other applicable laws and regulations.
We reserve the right to refuse, cancel, or modify an order where fulfilling or shipping the order would violate applicable law or where delivery cannot reasonably be completed.
If we cancel an order for this reason, any applicable refund will be handled in accordance with our Return & Refund Policy and applicable law.
12. Order Cancellations
If you need to cancel an order, contact:
Email: support@primepuffs.ca
Phone: (226) 581-9101
as soon as possible after placing the order.
We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped.
Once an order has been processed or shipped, cancellation may no longer be possible and the Return & Refund Policy may apply.
Nothing in this section limits any cancellation or refund rights provided by applicable law.
13. Carrier Delays and Events Outside Our Control
Prime Puffs is not responsible for delays caused by circumstances outside our reasonable control, including:
- Severe weather;
- Natural disasters;
- Transportation disruptions;
- Carrier service interruptions;
- Labour disruptions;
- Holidays;
- Government restrictions;
- Address-related delivery problems; or
- Other unexpected events affecting transportation or delivery.
We will make reasonable efforts to assist customers when these situations occur.
14. Changes to This Shipping Policy
Prime Puffs may update this Shipping & Delivery Policy from time to time to reflect changes to our shipping practices, carriers, services, or applicable legal requirements.
The Effective Date at the top of this page will be updated when the policy is revised.
The version published on the Website will be the current version applicable to orders placed after the effective date, subject to any rights provided by applicable law.
15. Contact Us
For questions about shipping, delivery, tracking, or an existing order, please contact:
Prime Puffs
320 North Service Road West, Suite 1033
Oakville, Ontario L6M 2R7
Canada
Email: support@primepuffs.ca
Phone: (226) 581-9101