Dear Customers,
At ePuffer, we’re closely monitoring the COVID-19 situation and working tirelessly to serve the needs of smokers who are quickly adapting to new ways of life as we all pull together to curtail this outbreak. In response to the virus, we’ve implemented updated best practices in our workplace to help ensure the health and safety of our employees and customers.
Putting our Employees and Customers First
In accordance with UK's recent stay-at-home order, most employees are now working from home. We have temporarily limited on-site business operations to essential staff in our warehouses to ensure fulfilment and delivery of customer orders with minimal interruption.
A message from Royal Mail:
Daily pickups and delivery of mail and parcels is continuing nationally, and any changes in response to new developments can be found from the link below.
https://www.royalmail.com/coronavirus?iid=HP_M1_CORONAVIRUS
Looking Ahead
The COVID-19 situation remains fluid, and ePuffer is committed to helping customers manage through this difficult time. We will continue to monitor and respond to federal, state and local health authorities to protect our employees and serve our customers safely, and with minimal disruption.
Sincerely,
Shawn Shal
CEO, ePuffer International Inc.
Sales & Support operating hours: Mon-Fri: 10:00am - 6:00pm GMT (Excluding UK Bank 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 Ltd.
60 Charles St., Leicester LE1 1FB
United Kingdom
Contact Us by Phone: 0207 490 5064
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!
