The FatPuffWholesale.com customer service team is very kind. I received 2 boxes of the 1600 Puff XXL and I had 3 dud’s between the two boxes. I emailed in, notifying Fat Puff of the duds. The owner, Karsten replied promptly and told me they have around a 6% defect rate, but gave me a 60% off promo code with free shipping for another box to make it right. 5/5 HIGHLY recommend.