About Us
Welcome to PuffLab, your go-to online vape store in London, Ontario. We understand the challenges of finding the perfect vaping products, which is why we strive to make your shopping experience as simple and enjoyable as possible.
We treat each customer as if they were our only one
FREQUENTLY ASKED QUESTIONS
Before initiating a return request, please review our return and exchange policy. Our detailed policy can be found here.
You can alternatively visit our store location to speak to us directly, this is recommended so we can resolve the issue on the spot.
If an item is indicated as “out of stock,” it is likely that we plan to restock it in the near future. However, the restocking timeline may vary depending on factors such as product availability, supplier lead times, and market demand.
Please add the items you wish to see back in stock to your wishlist by pressing the heart icon (must be logged in). This would let us know if you would like this item. You will also be notified by email when it is restocked.
Same-Day Delivery in Under an Hour: For customers located within our designated service area, we provide a lightning-fast delivery service that ensures your order reaches you in under an hour. This service is available for orders placed before our daily cutoff time. Please check our website or contact our customer service team for more information on the service area and cutoff times.
To take advantage of these convenient delivery options, simply select Same-Day Delivery method during checkout. Once your order has been confirmed, you will receive a confirmation email with tracking information, allowing you to monitor the progress of your delivery.
If you have any questions or concerns regarding our same-day delivery services, please don’t hesitate to contact our customer service team for assistance.
If you place an order before 10:00 PM, on any day, we will deliver it within the same day. Make sure to choose the right time slot at checkout.
Please be aware that delivery times can vary and may be rescheduled by us in rare situations due to unforeseen circumstances such as carrier delays, adverse weather conditions, or other factors beyond our control.
Please be aware that we have a strict zero-tolerance policy for sales to individuals under 19.
Customers must provide valid ID upon request. Orders placed by individuals under 19 will be canceled without a refund.
To verify your age, submit your photo ID online with your first order. Your email will be linked to your ID, so future orders won’t need additional verification if you use the same email. Avoid using multiple emails to prevent the need for re-verification.
If the account holder is not the person receiving the order, we may terminate your access. You are responsible for keeping your account secure and for your own use only.
SIMPLE ORDERING PLATFORM
Our FULL in-house system not only keeps you and your information safe, but makes PuffLab one of one. We allow you to place an order for same-day delivery at ANY-TIME you prefer!
REAL-TIME DRIVER TRACKING
Not only do you receive text message updates directly to your phone number, you will receive an estimated time of arrival with a link to track your driver, all to your phone.
CREATE AN ACCOUNT
We offer e-Transfer, Debit/Credit, and Cash on the go payment methods. We also try to make it as easy and fast as possible to order. We've timed it, you can place an order on PuffLab in under 30 seconds!
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At PuffLab, we prioritize the safety of your data with a blend of robust security measures and professional expertise. Our operations are based on a state-of-the-art Virtual Private Server (VPS) managed entirely by our skilled in-house team, ensuring complete control and protection of our systems.
Our security infrastructure is akin to an Iron Dome, fortified with bank-level SSL encryption and custom enhancements across our servers, websites, and email systems. This setup not only deters unauthorized access but also promptly alerts us to any intrusion attempts. Additionally, we ensure that sensitive information, such as credit card and personal details, is not stored on our servers, favoring secure in-person transactions.
We acknowledge that no system is entirely invulnerable. Therefore, our approach to security is both diligent and practical. At PuffLab, we combine a serious commitment to data protection with continuous technological innovation. This commitment ensures that we safeguard your data with the same care as if it were our own.
As one of the top vape stores in London, Ontario, we take your data privacy seriously.
PuffLabs introduces a Live-Chat system that streamlines customer support with instant access and personalization. Here’s why it’s a game-changer:
Instant Personalized Support: Customers can start a live chat from anywhere on our site, immediately connecting with an agent who sees their order history and profile for tailored assistance.
Smart Navigation Assistance: With page tracking, agents understand the customer’s site journey, enabling them to resolve issues and guide users more effectively.
Direct Call and Screen Sharing: Our unique feature lets customers call directly through the website and even share their screen, making troubleshooting a breeze without the need for additional software or steps.
Unified Communication: Messages from different channels like Instagram and Messenger are pulled into one place, so agents can respond quickly, ensuring a seamless experience across platforms.
Privacy First: All conversations through our Live-Chat are encrypted and held with the highest standards of privacy, ensuring that your information and discussions remain confidential.
In summary, PuffLabs’ Live-Chat system represents a significant advancement in customer support by combining personalized assistance, real-time issue resolution, and cross-platform communication. This system not only streamlines the support process but also showcases PuffLabs’ dedication to leveraging technology to deliver exceptional customer experiences.
PuffLabs elevates the online shopping experience with its bespoke in-house delivery system, tailored to meet and exceed customer expectations with precision and care. Here’s what sets us apart:
Same-Day Delivery Guarantee: Any order placed with PuffLabs before 10 PM is guaranteed to be delivered the same day. This commitment ensures that you receive your items promptly, without any unnecessary wait, maximizing your convenience and satisfaction with every purchase.
1-Hour Delivery Slots: Understanding that our customers have dynamic schedules, we offer the flexibility of 1-hour delivery time slots. This allows you to select a delivery window that best fits your day, ensuring that your items are delivered at a time that’s most convenient for you, without disrupting your plans or commitments.
ASAP Delivery: For those urgent needs, PuffLabs offers an ASAP delivery option at just $5. This premium service ensures that your items are prioritized and delivered to you as swiftly as possible, making waiting times a thing of the past.
Dedicated In-House Drivers: We take pride in our team of dedicated drivers, all of whom are in-house employees of PuffLabs. This means every delivery is handled by someone who shares our values and commitment to customer satisfaction, ensuring a personalized and secure delivery experience.
Fair Delivery Fees: Our delivery charges are thoughtfully calibrated based on distance, ensuring that you never pay more than what is fair. We’ve meticulously designed our pricing model to reflect the true cost of delivering your order, guaranteeing transparency and fairness in every transaction.
Free Delivery on Orders Over $100: To further enhance your shopping experience, PuffLabs offers free delivery on all orders exceeding $100. This not only provides great value but also encourages our customers to take full advantage of our diverse product range, all while enjoying the convenience of having their orders delivered directly to their doorstep.
At PuffLabs, we’re dedicated to not just meeting but exceeding your delivery expectations, providing a seamless, fast, and fair service every step of the way.
At PuffLabs, customer satisfaction is the heart of our business. We openly share customer reviews on our website to underscore our commitment to transparency and improvement. Our aim is straightforward: to ensure every customer is delighted with their experience. By valuing your feedback, we’re dedicated to not just meeting, but exceeding your expectations, fostering a community where every customer feels valued and heard.
We understand the need for flexibility, which is why we accept delivery orders until 10:00 PM. For urgent requirements, we can accommodate ASAP orders placed after 10:00 PM, with a final cut-off at 11:00 PM every day.
Our store is open for in-person visits until 11:00 PM daily, ensuring you have ample time to shop or place your orders at your convenience.
Vapers in London, Ontario, should choose PuffLabs for several compelling reasons:
In-House Innovation: PuffLabs stands out with its bespoke in-house delivery system, ensuring your vaping products are delivered swiftly and securely, right to your doorstep. Whether it’s our ASAP delivery for immediate needs or the flexibility of choosing 1-hour delivery slots, we’ve tailored our services for your convenience.
Customer-Centric Approach: We place customer satisfaction at the core of our operations. Our transparent review system on the website ensures you have access to honest feedback and experiences from fellow vapers, making us a community-driven brand that listens and adapts to your needs.
Quality and Variety: Our products are curated to meet the highest standards of quality and variety, catering to both seasoned vapers and newcomers. From premium e-liquids to the latest vaping devices, we offer an extensive selection to enhance your vaping experience.
Fair Pricing and Special Offers: With competitive pricing, including free delivery on orders over $100 and fair delivery fees based on distance, we ensure you get the best value for your money. Plus, our same-day delivery guarantee for orders placed before 10 PM means you never have to wait long to enjoy your purchases.
- Special Offers and Discounts: Enjoy member-only discounts, promotions, and special offers designed to provide exceptional value. These benefits are tailored to enhance your vaping journey, making premium products more accessible and enjoyable.
Commitment to Security and Privacy: Our in-house delivery team and encrypted system underline our dedication to your security and privacy. You can shop with confidence, knowing that your data and deliveries are protected by PuffLabs’ robust security measures.
Choosing PuffLabs means opting for a service that values innovation, convenience, community feedback, and, most importantly, customer satisfaction. We’re not just a brand; we’re a partner in your vaping journey, dedicated to providing a superior experience for the vaping community in London, Ontario.
Contact Us!
Learn more about how to contact our team, or when we are online using the button below.
