Dear Customers,
At ePuffer, we are closely monitoring the COVID-19 situation and work tirelessly to serve the needs of smokers and vapers, as we all pull together to curtail this outbreak. In response to the virus and to ensure health and safety of our employees and customers, most employees in our Canadian headquarters are now working from home. We have temporarily limited on-site business operations to essential staff, to ensure fulfillment and delivery of orders with minimal interruption.
A message from Canada Post:
Daily pickups and delivery of mail and parcels are continuing nationally and any changes in response to new developments can be found from the link below.
The COVID-19 situation remains fluid and ePuffer is committed to helping customers manage through this difficult time. We will continue to monitor and follow federal, province and local health authorities instructions to protect our employees and serve our customers safely.
Sincerely,
Shawn Shal
CEO, ePuffer International Inc.
Updated Sales & Support operating hours:
Mon-Thur: 10AM - 6PM EST | Fri: 10AM-4PM EST ( Excluding Federal Holidays).
Please allow 3-6 hours for a response to your inquiry. ( During Office Hours )
To streamline support requests efficiently, we utilize a Ticket system. Every ticket has a unique number, which you can use to access responses online. For your reference, we provide a complete history of all support requests and replies. You will receive an auto-response message confirming receipt of your ticket.
Any support request sent after office hours or during the weekends will be answered the next business day.
If you do not receive replies or notifications, please check your spam folder.
Submit a new support request. Please provide as much detail as possible so we can best assist you. To update a previously submitted ticket, please click on the " Check Ticket Status" link below. A valid email address is required.
Check status of previously opened ticket. we provide archives and history of all your support requests complete with responses.
Contact By Mail:
ePuffer Canada
800 Steeles Ave. West, Unit B10 Suite 185
Toronto, Ontario, L4J 7L2
TOLL FREE: 855-378-3337, Toronto: 905-695-5476
Contact Us from Overseas: +1 905-695-5476 | FAX: 1-866-464-3133
How to utilize our support ticket system: If this is the first time you are opening a ticket please click on "Open New Ticket" button and follow the instructions. Once you have submitted your ticket, an auto-response message will be sent to you confirming the receipt of your trouble ticket. You will also receive a link where you can track your ticket status, history and archives. Please reopen the same ticket on reply whenever you have any additional questions to avoid miscommunication and ensure prompt response. If you open new ticket instead of reopening the existing one it would not be assigned to the same agent. This may delay the answer as a ticket will be queued and answered in priority sequence. You should expect a response within 3-6 hours. Thank you!
