Practical store help · Adults 21+
Adults 21+ only. The customer-care form is not live chat.
How to Contact Keep Puffin Customer Care
Learn how to contact Keep Puffin in Edinburg or Pharr, choose a reply method, send anonymous feedback, and save your customer-care ticket number.
Have a question about a Keep Puffin visit, a product listing, or something that did not go as expected? Start by choosing the right way to reach the team. A short call can help with an immediate store question; the Customer Care form lets you write a clear account of a concern and choose whether you want a response. Here is how to use it for Edinburg, Pharr, or the website without sharing information the team does not need.
Call for an immediate store question; write for a detailed concern
The Customer Care form is not monitored every minute. If you need to ask a store question before leaving home, use the phone link on the location page rather than assuming someone will see a written ticket right away. Say whether your question concerns Edinburg or Pharr.
For feedback, a store experience, a product or availability question, an accessibility concern, or another issue you want to explain in writing, open Customer Care. It is a message to Keep Puffin's private owner inbox, not a public review or a live conversation. Neither a form submission nor this guide promises a particular response time or outcome.
Open Customer CareEdinburg contact detailsPharr contact details
Choose the location connected to your message
Select Edinburg or Pharr for an experience at that store. If the issue is with a website page, choose the website option. If you are unsure which location applies, choose Not sure and explain what you remember instead of guessing.
You can start from a store-specific Customer Care link with the location already selected. Check that selection before submitting. The visit-date field is optional; if you know the date, include it. An approximate time in the message can also help the team understand which visit you mean.
Share useful details—not sensitive documents
A helpful message explains what happened, what you expected, and what would help resolve the concern. Keep the description factual and specific. For a catalog question, include the page or product name you were reading; for a store visit, describe the part of the experience you want reviewed.
Do not include passwords, Social Security numbers, identification images, payment-card or bank details, or medical information. The Customer Care form is not the place to upload identity documents. If you use the optional reference field, enter only a relevant reference you already have; you do not need to invent one to send feedback.
- Which store or website page is involved?
- When did the visit or issue happen, if known?
- What did you notice, and what did you expect instead?
- What question or follow-up would be useful?
Decide whether you want a reply
Choose email, phone, either, or No response needed. If you request an email response, provide a valid email address; if you request a phone response, include a valid phone number. Check the details before sending so the team has a usable way to contact you.
You may also choose Submit anonymously. That option clears the form's name and contact fields from the submitted ticket and switches it to no response. It means the team cannot reply through the ticket's contact details. Leave identifying information out of the message itself if you do not want to include it; the anonymous option does not remove names you type into your account of what happened.
Use English or Spanish, then save the confirmation
Customer Care has an English/Spanish switch, so choose the form language you prefer. Read the storage notice at the bottom and confirm it before sending: the ticket is kept in Keep Puffin's private owner inbox for customer-service follow-up.
A successful submission shows a ticket number on the confirmation screen. Save that number for your records. Submitting the form does not automatically send an email or text, so do not rely on an inbox notification as proof that your message was received. If the page reports an error or says the connection was interrupted, the message has not been confirmed; follow the on-screen instructions and try again.
Keep visit planning separate from a service ticket
If you are only planning a visit, use the Edinburg or Pharr page for that store's contact and directions links. The public website is an informational CBD catalog, not an online checkout. A catalog page or customer-care message does not reserve an item, confirm current stock, or complete a purchase.
Keep Puffin serves adults 21+ and requires valid government-issued photo ID in store. Do not send a photo of that ID through Customer Care. For product notices and the site's safety information, use Safety & Compliance rather than treating a service reply as medical guidance.
Browse the informational CBD catalogRead Safety & Compliance