PortalPuff — Store Owner FAQ
This FAQ is designed for store owners and managers looking to get started on PortalPuff. Find answers to commonly asked questions below. Have a question not listed? Email support@portalpuff.com or reach out to your account manager directly.
What is PortalPuff?
PortalPuff is a platform that enables smoke shops to sell online and deliver on-demand without needing to hire their own drivers. Your customers can place orders directly from your store’s custom online menu, and nearby delivery drivers handle fulfillment automatically.
Who can join PortalPuff?
We work exclusively with smoke shops and help stores sell their tobacco, tobacco paraphernalia, hemp, alcohol, snacks, and beverage products to their customers.
How do I sign up my smoke shop?
Stores can sign up by filling out the form at merchant.portalpuff.com. Once submitted, an account manager will reach out to set up your store and guide you through the onboarding process.
Is there a setup fee?
No setup fees and no contracts. Trying out PortalPuff is completely risk-free. Stores can cancel at any time with no penalty if they decide the platform isn’t a fit.
What do I need to complete setup?
Log in to your PortalPuff Merchant account and add your store’s basic details (address, hours, logo, and order minimum), products and pricing, and banking information. You can also send us your existing product catalog, and our team will handle the setup for you.
Can PortalPuff upload my menu for me?
Yes. Email your existing product list to your account manager. Include the product name, any variants, price, quantity, and—if possible—an image. Our team will upload and format your menu for you.
How do I link my bank account for payouts?
Go to Dashboard → View Profile → Banking Information and enter your bank details. PortalPuff will never withdraw funds from your account. We only deposit order payouts after applicable fees are deducted.
How do deliveries work?
When a customer places an order, it automatically goes out to nearby drivers in our network. Once a driver accepts, they’re routed to your store for pickup. You’ll receive order notifications via your chosen methods and can view full order details in your Merchant Dashboard. After pickup, the driver travels to the customer, scans their ID to verify age and identity, and completes the delivery.
Who pays the delivery driver?
Delivery costs are handled automatically. Stores are charged a flat $5 per delivery, deducted from each order payout—regardless of how much the customer orders or how far they live. Stores can set an order minimum with this fee in mind to prevent small or unprofitable orders.
Can I do pickup orders too?
Yes. Your menu includes a pickup option at checkout. You’ll receive the same order notification, but no driver is dispatched. It’s ideal for customers who want to order online and pick up in-store.
Do I need my own drivers?
No. PortalPuff automatically connects your store to our on-demand driver networks. Average delivery time ranges from 30–60 minutes. If you already have your own drivers, you can still use PortalPuff to power your online ordering system.
How do customers verify age?
Customers upload a photo of their ID at checkout. Stores can view the ID from the order details page in the Merchant Dashboard. If anything seems off, stores can cancel the order with no penalty. Delivery drivers must also scan the customer’s physical ID before completing the handoff. If the ID is invalid or fails to scan, the driver returns the order to your store.
What are the fees?
Each order includes:
$5 flat delivery fee
4.1% online card processing fee
Stores receive subtotal + taxes – $5 delivery fee – 4.1% processing fee.
PortalPuff’s platform fee starts at $99/month per location, but we waive this for the first 3 months to let stores try the platform risk-free with no upfront cost.
How often do I get paid?
Payouts are sent weekly via ACH. Orders placed between Monday store open and Sunday store close are paid out every Monday morning. As your store’s volume grows, payout frequency can be adjusted with your account manager.
How can I see my sales performance?
View orders in the “Orders” tab or download payout reports directly from your Merchant Dashboard. You can also request detailed breakdowns from your account manager.
Do I get marketing materials?
Yes. You’ll regularly receive free PortalPuff marketing kits including banners, stickers, table tents, and business cards to help promote your delivery service. PortalPuff also runs recurring promotions and discounts with customers to boost your visibility.
Can I link PortalPuff to my Google Business page, Apple Maps, or social media?
Absolutely. Your store’s unique menu link can be added to Google, Apple Maps, Yelp, Instagram, Linktree, and more. Your account manager can assist with setup if needed.
Are there product restrictions?
Yes. PortalPuff supports sales of tobacco, tobacco paraphernalia, hemp, alcohol, snacks, and beverages only. All listed products must comply with federal law and any applicable state or local regulations.
Do customers need to be 21+?
Yes. Customers placing orders containing age-restricted products must be 21 or older and provide valid ID at delivery.
What happens if a delivery driver can’t verify ID?
If the customer fails to provide a valid ID or the ID cannot be verified, the driver will return the order to your store.
