At Puffle, we're dedicated to getting you what you want, wherever you may be. But for us to do that, we'll need your trust. And so, we've built the entire company by focusing on your privacy and security.
Don't take our word for it.
Let us show you why.
No other site has been this transparent. But you deserve to know what happens behind-the-scenes.
How do you protect my data against theft or leaks?
When you send us your debit or credit card information, we do not store it on our servers. Instead, we have partnered with a number of renowned payment processing companies such as PayPal, Braintree, WePay and Stripe to facilitate the payments. By having these companies process the payments, we do not store, save or keep any of your debit or credit card information. Since we do not keep your payment information on file, there's no way anyone can steal them, even if (in the unlikely event) we got hacked.
Below are some of the companies we partner with:
The payment processing companies we use at Puffle process your payments with military grade encryption (AES-256 encryption) -- it is the most secure form of security protection on the Internet.
HOW DO YOU KEEP MY ADDRESS AND OTHER DATA I SEND YOU SECURE?
Your connection to this website is completely secure, and is protected under the SSL-encryption protocol. In the event that someone is trying to capture your data without authorization, the SSL-encryption protocol will terminate all suspicious access to this website. Having the SSL-encryption protocol also means that your address, orders as well as any information is encrypted during its transfer to our servers, and once it reaches our servers, is kept completely confidential and secure.
what happens if something goes wrong with my order?
We understand that international shipping is complicated and often times, tricky. Many things can go wrong, and often times, they do. Maybe you've had a bad experience in the past.
At Puffle, our goal is for you to experience the same joy you do when opening your hard-to-get package, without the frustration that comes before that. While it has never happened before, we anticipate that we might get it wrong one day, and your package will not arrive at your door completely undamaged or on-time. In those unlikely events, we will initiate a full refund.
The moment you suspect something is wrong, please contact our support staff -- we're on standby 24/7 to help you out.
Once we receive the claim from you, we will open a case to investigate what happened, and refund the amount you paid to the debit or credit card you paid with. You will not need to contact your bank or the company you shopped from for this to happen, as it will be done automatically. You will see the full amount we refunded in your bank account in the next 3 to 7 days.
As a company, what will we not ever do?
At Puffle, there are a few values we have, and all of it centers around making sure you have the best experience each and every time you use us to get something shipped to you.
This is a brief overview of the values we hold and prioritize in the company. We will never...
- Sell, use or transfer your data unless you approve of it beforehand.
- Charge you more than what is necessary.
- Prioritize our profits over how quickly we can get your packages to you.
- Not answer your questions, comments or concerns as quickly as we can. You'll always have a direct line of communication with us.
- Offer you a service that we think is not exponentially better than what is already out there.
- Choose a slower way of shipping when a faster one exists.
- Not continuously work to improve the experience for you, with the goal of making it faster and easier with every iteration.
What makes our locations different?
Instead of having 6 warehouses across the country and a bloated, inefficient staff, we only maintain the facilities that are absolutely essential. We do this so we can pass on the savings to you.
Unlike many other mail-forwarding services that exist today, we also have a HQ in Singapore so we can give our customers in Asia the level of attention and service they deserve.
What's our process for handling packages?
Once you have paid, we will purchase your order and have the store send it to our warehouse in California, United States. We will typically choose the fastest shipping option or the best deal that they are offering. The moment your package arrives in our warehouse, it is automatically scanned and catalogued. You will receive an email notifying you that we are in possession of your package. At 6 p.m. PT that evening, the shipping carriers will pick your packages up from our warehouse and transfer it to an air freight holding center. Your packages will soon be airborne and arrive even before you know it. ✈️
- To prevent the possibility of missing or damaged packages, we limit the number of people who are allowed to have any contact with your packages. In the company, only employees who have passed extensive background checks have the authorization to interact and/or handle your packages.
- The cataloging and notification of packages that have arrived in our warehouse is done automatically; there's no need for you to notify us.
- Our HQ and warehouses are secured 24/7, and all packages are guarded by a team of security guards.
WHy are we qualified to handle your order?
International orders and shipments used to be a hassle because of all the labor required to make send something from one country to another (including customs, paperworks, going to the post office, etc.). We've completely reimagined how the experience should be so it is fast, efficient and above all, easy for you.
How do we do it?
Dealing with customs is annoying and time-consuming; fortunately, with Puffle, you'll never have to touch any customs paperwork. We will deal with it for you, instead. We're able to handle hundreds of thousands of customs forms because we do not fill these forms out ourselves manually. Instead, we build upon the artificial intelligence work we've researched and developed at the University of Southern California, one of the world's top research universities. Our A.I. algorithm can fill out each form that goes through our system -- including yours -- accurately within seconds, without any human intervention (of course, if there's are any special circumstances or issues, we will handle them manually).
PARTNERSHIPS WITH CARRIERS
Once your product arrives in our HQ or warehouse, we will immediately ship them out the same day at 6 p.m. P.T. In order to ensure that your packages arrive on-time and at the right location, we have partnerships with the biggest shipping carriers in the world, DHL Express, UPS and FedEx. If the last-mile delivery is within Southeast Asia, then Singapore Post will deliver your packages.
Partnering with these shipping carriers means that you will have a reliable and trustworthy experience each time you use Puffle. We have also ensured that your packages will always be delivered to your door, instead of having to pick them up at the post office (except under the most unusual circumstances).
Lastly, you will enjoy the bulk-shipping discounts that these shipping carriers offer only to large-scale businesses!
GREAT PARTNERS AND INVESTORS
We're proud to have these partners and investors who believe in our mission to provide customers like yourself the full online shopping experience without any barriers!