We hope that you love the PuffCuff as much as your curls will! In the case something isn’t quite up to your expectations, we’ve put this page together to help you with any questions you may have regarding returns, replacements, refunds, and more customer service related questions regarding the PuffCuff. If you find that your question is not answered or addressed on this page, please contact us at customerservice@thepufcuff.com or browse our FAQ page for more information surrounding the PuffCuff. 


The PuffCuff Promise

 

30-DAY MONEY BACK GUARANTEE

Our 30-day money-back guarantee gives you time to make sure your purchase is perfect. If you need to return your item for any reason within 30-days of purchase, we'll happily provide you with a full refund.

Please note your refund will NOT be processed until the item(s) have been received by us. To be eligible for a return and refund, items must be in their original purchased condition and include all product documentation.

The following are excluded from refunds:

  • All Kits & Sets sales are final.
  • All items purchased at a 20% sale are final and not eligible for return, no exceptions.
  • Merchandise damaged by the consumer is not eligible for a return.
  • Item(s) must be shipped within 30-days of purchase to qualify for a refund.
  • Store credit will be issued for items that are returned after 30 days of purchase.
  • For products purchased from an authorized dealer, that specific retailer’s return policy applies. Please contact the retailer whom you purchased your PuffCuff from directly to initiate a return.
IMPORTANT: ALL SALES ARE FINAL for any items purchased at 20% OFF or more. ABSOLUTELY NO EXCEPTIONS!!

30-Day Money Back Guarantee DOES NOT apply to items purchased at deep discounts (i.e. > than 20%).

 

3-Month Product Replacement Policy

We understand that accidents happen and your curls deserve to fall in love with the PuffCuff! If you encounter the rare instance of a broken PuffCuff, you have three (3) months after your purchase date to request a replacement.

If you find yourself in need of a replacement PuffCuff, contact our customer service at customerservice@thepuffcuff.com to get the profcess started! Each customer gets only one replacement per PuffCuff purchased and redemption is limited to the person who purchased the item. Only individual PuffCuffs are covered by the PuffCuff Promise. Sets, kits, tools, cases, headwear, t-shirts, combs, and brushes are not covered by the PuffCuff Promise.

 

Frequently Asked Questions

 

I have a question about my product or order, who can help me?

We have a knowledgeable customer service department waiting for you at customerservice@thepuffcuff.com! You can contact them to request updates or ask questions regarding your order, and can typically expect to hear back within two business days. If you have a question on how to use your new PuffCuff, you can also consult our FAQ page.

Can I exchange my purchase?

If you experience a broken PuffCuff, you can ask for one replacement PuffCuff per order via the PuffCuff Promise by reaching out to our customer service at customerservice@thepuffcuff.com. All other items (including but not limited to sets, kits, tools, cases, headwear, t-shirts, combs, and brushes) are not covered by the PuffCuff Promise and are not eligible for exchange.

My product arrived damaged. What should I do?

Should you discover that one of your products is damaged, please email us at customerservice@thepuffcuff.com to arrange return authorization. All claims for damages must be made within 24 hours of receipt of your merchandise. Once you have a return authorization number (RA), please place that number on the outside of your mailing box in a prominent location. No return will be accepted without this RA number.

If we have confirmation/proof of delivery, there are absolutely no refunds for items claimed not to have been received. In these instances, the buyer is encouraged to file a claim with USPS. PuffCuff will not be held responsible for filing any claims with USPS.

I purchased a SET/KIT/BUNDLE. Can I return it?

All Sets & Kits/bundles are final sale and not eligible for refunds.

How do I make a return after 30 days?

Each return request is handled on an individual basis. We reserve the right to grant or decline any/all requests for returns. You must contact customerservice@thepuffcuff.com to request an return authorization (RA) Number. Any product returned to PuffCuff without prior authorization from PuffCuff will be considered an unauthorized return. In the case of an unauthorized return, you will not receive credit for the product and PuffCuff will not ship the product back to you.

If you are granted an RA number, please do the following:
  • Secure the merchandise in original packaging and enclose a detailed description of your item.
  • Return merchandise in purchased condition by mail to the address listed below. Credit will be processed within 7-10 business days of receipt and verification of the returned merchandise.
  • All shipping costs, including both original and return, are non-refundable.

MORE PRODUCT RETURN FACTS

  • ALL brushes, t-shirt turbans, sleep bonnets, headbands and Luxe Toolboxes are FINAL SALE. No exceptions. All items will have their return exclusions listed on their respective pages.
  • Items that have been laundered or altered in any way, cannot be accepted for return.
  • Any item not purchased at full price cannot be returned. Special orders, sets, kits, bundles, and sale items are non-returnable. 
  • Only items purchased from www.thepuffcuff.com can be returned to this online store. Items purchased from authorized retailers are subject to the original retailers return policy and procedure.
  • It is suggested the buyer insure your package for its full value when returning items.
  • PuffCuff will not be responsible for return shipping fees or problems in transit. 

Where should I ship my returns?

All returns for PuffCuffs purchased directly from www.ThePuffCuff.com are processed by and should be sent to this location only:

PuffCuff LLC

869 Pickens Industrial Drive, Suite 5 

Marietta, GA 30062

How do I receive credit for my return?

Your credit will be processed within 2 to 3 business days of receipt and verification. Initiate the return process by contacting our customer service department at customerservice@thepuffcuff.com.

Please be aware that depending on your credit card company’s policies, it may take one or two billing cycles for the credit to appear on your statement.

When will my order be processed?

Each order takes 2 to 3 business days for internal processing. All orders that are received after 2 pm EST on Fridays are shipped with USPS on Monday. All orders will receive an email confirmation when the order is placed and when the order is shipped. Please remember that carriers do not include weekend days in their count of business days. No orders are processed or shipped on weekends and noted government holidays.

What methods of shipping are available?

We offer domestic standard shipping by USPS First Class Mail USD. Priority shipping (2-3 business days depending on location) and express shipping (1-2 business days depending on location) are available by request only.

How much will it cost to ship my order?

All items are shipped according to weight and are shipped domestic standard shipping by USPS First Class Mail. 

Is it safe to use my credit card online?

Yes. Our servers process each payment with industry standard encryption to protect your information and maintain your privacy to ensure your credit card information is secure as it is transmitted to us.

What methods of payment do you accept?

We accept payments online via the following credit cards: VISA, MasterCard, and Discover. 

Unfortunately, we are unable to accept payments by C.O.D., check or e-check.

When will my credit card be charged?

Your credit card purchase is authorized when you place your order and charged when your order is shipped.

Sales and promos

Active sales, promotions, and discounts can not be retroactively applied to previously purchased items or combined with any other offer, coupon, or discount.

What happens if something I ordered is not available?

We do our best to keep everything in stock at all times. However, there may be instances when an item you wish to purchase is back-ordered and the warehouse is temporarily out of stock of the particular item you ordered or desired. Shipping confirmation via emails will notify you of any back-ordered items, if any. Your credit card will not be charged for back-ordered items until the back-ordered item is shipped to you.

Can I cancel an order once it has been placed?

To submit a cancellation request, please contact customerservice@thepuffcuff.com. Cancellation requests will be handled on an individual basis, but generally, they should be requested within 4 hours of placing your original order to facilitate order cancellation prior to processing your order.

What are PuffCuff's customer service hours?

Please call our customer service department to speak to a live person or leave a voicemail at 888.717.6777. You can also email customerservice@thepuffcuff.com Monday thru Friday, 10:30 am - 4:30 pm EST. All customer service inquiries received after hours or during the weekend will be addressed on the next regular business day. Customers typically hear back within two business days.

What if I am having difficulty ordering online?

If you are having a problem placing an online order, please contact customer service at customerservice@thepuffcuff.com.

Who can I contact if the carrier cannot trace my order?

Please contact our customer service department by email at customerservice@thepuffcuff.com. Please include your order confirmation or your shipping confirmation information, a daytime phone number and email address available so that we can better assist you.

How long will it take to get my order?

Generally speaking for ground deliveries our carriers quote 3 - 7 business days for Continental US street addresses, depending upon distance. Parcels shipped by USPS can be tracked via their online tracking tool which provides step-by-step details of each shipment.

How will I know when my order was shipped?

You will receive an email shipping confirmation when your order ships, including the appropriate order tracking numbers and a link so that you may track your package through their shippers tracking system.

Do you offer international shipping?

We ship all international orders via First Class International Mail, USPS Priority Mail International Service and UPS. International shipments must clear customs in their destination countries. International customers are responsible for any and all customs duties, taxes and brokerage fees that their package may incur. These extra costs are not included in our shipping/handling fees. Please allow 2 - 3 weeks delivery time. For many major markets, an actual number of days may vary based on origin and customs delays. We reserve the right to cancel and refund any international orders placed that are requesting delivery to countries that we deem as high-risk countries to ship to.

**Please note that during the COVID-19 pandemic, certain countries are restricting international shipping. Please consult your local mail carrier for more information for our respective country’s shipping restrictions.**



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