FAQ about PAYMENT
We currently only accept PayPal personal transfers. We chose PayPal for its secure payment processing and buyer protection features, giving you peace of mind with every transaction. You can file a dispute at any time if you have an issue with your order.
We do not offer cash-on-delivery. You need to use offline payment methods when placing an order.
You will receive an order confirmation email immediately after a successful payment, containing detailed order information.
To request a refund, please contact our customer support team with your order number and details. We will process your request in line with our refund policy.
To access your order history and payment information, simply log in to your account and navigate to the "My Account" page. From there, you will find the "Order History" section, which provides a comprehensive overview of all your past orders, including their current status and payment details.
FAQ About SHIPPING
We deliver e-cigarettes and accessories to all cities and counties across Taiwan, including both the main island and outlying islands.
Our delivery service covers all of Taiwan, including but not limited to: Taipei City, New Taipei City, Keelung City, Hsinchu City, Taoyuan City, Hsinchu County, Yilan County, Taichung City, Miaoli County, Changhua County, Nantou County, Yunlin County, Kaohsiung City, Tainan City, Chiayi City, Chiayi County, Pingtung County, Penghu County, Hualien County, and Taitung County.
We offer a range of shipping options to ensure your orders are delivered efficiently and without unexpected costs. Our primary method is Delivery Duty Paid (DDP), which simplifies the process for you by handling all customs clearance and import duties on our end.
DDP Shipping (Delivery Duty Paid)
With our DDP service, we cover all customs clearance procedures and import duties, ensuring a smooth and hassle-free delivery to your location. You will not be responsible for any additional taxes or fees upon arrival.
Countries we can ship to with DDP:
- USA: UPS Express (excluding Alaska and Hawaii)
- United Kingdom: Local DPD Express
- Europe: UPS Express, DPD Express, and DHL Express. Shipments to mainland European countries are cleared in Germany and then forwarded to your final destination.
- European DDP Countries: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.
Shipments to European countries, except the UK, will be cleared in Germany and then shipped to other European countries from Germany.
We offer free shipping to European countries for orders of 50 pieces or more.
The shipping cost for your order is calculated at checkout and is based on:
- The total weight of your items
- The shipping destination
- The shipping method you choose
You can track your order in two ways:
- Log in to your account: Find the "Order History" section to see the latest updates.
- Check your email: We will send you an email with tracking information.
Not required for the time being, except in Norway and Switzerland.
Lead times vary by product, from 1 to 5 days. Shipping time is typically 7 to 14 business days.
FAQ About RETURNS
If your package is lost or significantly delayed, please contact our customer support team. We'll investigate and help resolve the issue for you.
Our 15-Day Return Policy
You have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in its original condition: unused, unworn, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, please contact us at support@bestbigpuff.com. If your return is accepted, we'll send you a return shipping label and instructions. Please do not send your item back to us without first requesting a return.
If you have any questions about our return policy, feel free to contact us at support@bestbigpuff.com.
We offer free shipping to European countries for orders of 50 pieces or more.
