FREQUENTLY ASKED QUESTIONS

We want to make sure that you have a great shopping experience with us, and have all the information you need to shop at Northerner. Therefore we have collected some questions that might come up when browsing or shopping on the site. Information on our Terms and Conditions can be found here. And in case you have a more specific question, our customer service team is always happy to assist you. You can reach them here.

COVID-19

What is your response to the COVID-19 situation?

We are monitoring the situation carefully, and following guidelines from the World Health Organisation and the government.
So far, we are able to continue operating as normal, and you are able to continue placing orders as normal. This page will be updated if the situation changes.


How will this affect my orders?

You are still able to place orders from the website as normal, and they will be packaged and shipped normally. However, as the situation is changing, and many border checks are becoming stricter, there may be delays in delivering your orders.
Normal shipping estimates may not apply at the present moment, especially if you are ordering to a country which has enacted new border controls, or to an area that is in lockdown. Although Northerner and our logistics partners are working hard to get your orders to you, we cannot guarantee that your order will not be affected, and cannot be liable if there is an issue arising from the current situation.


Known Issues

Priority Mail shipping is not available to New Zealand or Australia. UPS can still deliver to New Zealand and Australia, although delays are to be expected. Unfortunately this does mean that we are not currently able to offer Free Shipping to New Zealand or Australia.

Order Placement

Issues/Errors


Why is my shopping cart empty?

Product availability depend on the country you are ordering to. If you have, for example, started placing an order and then switched to another country where the product is not available, the product in question will be removed from checkout.
Once you proceed to card payment, you will be redirected to PayEx. Should you cancel the transaction, or press the “Back”-button in your browser, your order will be cancelled and the checkout is reset.


An error occurred when I tried to make a card payment, what is wrong?

We recommend that you check with your bank or credit card provider that there are sufficient funds, the card is unlocked for online purchases and for foreign transactions. Northerner is registered in Sweden, as well as PayEx, our card payment provider.
PayEx accepts VISA and Mastercard debit and credit cards, as well as American Express. The transaction is instant, which means that any failed payments will result in a cancelled order.
You can always contact our Customer Service team herefor further assistance.


My payment failed. What do I do?

If a payment has failed, the order becomes cancelled. We recommend that you check with your bank or credit card provider that there are sufficient funds, the card is unlocked for online purchases and for foreign transactions. Northerner is registered in Sweden, as well as PayEx, our card payment provider.
PayEx accepts VISA and Mastercard debit and credit cards, as well as American Express. The transaction is instant, which means that any failed payments will result in a cancelled order.
You can always contact our Customer Service team herefor further assistance.


Age Verification


How old do I have to be to shop on Northerner?

Due to the nature of our products you must be at least 18 to shop at Northerner.


What happens if I order as a minor?

We use a third-party age-verification system on our website to ensure that all our customers are of age to order from Northerner.


Why doesn’t the age verification work?

We use a third-party age-verification system on our website to ensure that all our customers are of age to order from Northerner. Depending on country, the age-verification may pull data such as name or address to confirm your age.
You can always contact our Customer Service team herefor further assistance.


I can't verify my age

We use a third-party age-verification system on our website to ensure that all our customers are of age to order from Northerner. Depending on country, the age-verification may pull data such as name or address to confirm your age.
You can always contact our Customer Service team herefor further assistance.


Checkout


Why does the total amount for my order change when I go to the checkout?

Tax and shipping costs are calculated at checkout, so you may see a different order total when you proceed to the checkout. You can see a breakdown of these costs in the Order Summary at checkout.


Do I get the shipping cost specified when I order?

The shipping cost will always be specified in checkout when you place an order. You can select a Shipping Option in the bottom left of the checkout and see the cost in your Order Summary on the right.
Please note that you need to fill in your address details before the final shipping quote is calculated.


I do not see the country to send to in your delivery list. Does it mean you do not deliver there?

You can find a full list of the countries that we deliver to on our Terms & Conditions page here. If your country is not in this list, then unfortunately we cannot deliver to you. If it is in the list but not appearing in the dropdown menu then go to the main page and select your country in the dropdown menu at the top to make sure that you are on the correct site view.


What currency is my order charged in?

All orders to Australia, Canada, New Zealand and South Korea are charged in US Dollars.


Do you have a minimum/maximum ordering limit?

We do not have a minimum or maximum order limit, feel free to order as much or as little as you need! Be aware that large orders may be split into several smaller packages.


What is 3D secure?

3D secure is a safety function for online transactions with Visa and Mastercard. It is used to keep you safe when shopping online.
3D-Secure is a safety function for VISA and MasterCard online, also known as Verified by Visa and MasterCard SecureCode. This means that you, apart from giving your card details, go through an extra step where your bank or card provider issues a temporary code or password. This increases online shopping security and prevents fraudulent activity.


What is a (CVV) Credit Card Code?

This is a 3-digit code on the back of your debit or credit card. It is used to verify the card without requiring you to enter your PIN.


Other Questions


Do you have local stores?

Northerner is an online only reseller, so we do not have any physical stores.


Can I order and collect products from your warehouse directly?

It is not possible to collect products directly from our warehouses.

Payment

Payment Options


Which payment options do you offer?

We offer payment by debit or credit card on all orders, through our partner PayEx.


How do you charge me?

All orders to Australia, Canada, New Zealand and South Korea are charged in US Dollars.


Security


Is my payment safe?

We do everything we can to ensure that payments made on Northerner are completely safe and secure.


What is 3D secure?

3D secure is a safety function for online transactions with Visa and Mastercard. It is used to keep you safe when shopping online.
3D-Secure is a safety function for VISA and MasterCard online, also known as Verified by Visa and MasterCard SecureCode. This means that you, apart from giving your card details, go through an extra step where your bank or card provider issues a temporary code or password. This increases online shopping security and prevents fraudulent activity.


How are you handling my credit card data?

All payments at Northerner are done through a third-party payment company, PayEx. Northerner does not directly handle your credit card information.


What is a (CVV) Credit Card Code?

This is a 3-digit code on the back of your debit or credit card. It is used to verify the card without requiring you to enter your PIN.


Payment Conditions


When do I have to pay for my order?

Payment for all orders on Northerner must be received before an order can be processed. If you pay by debit or credit card through PayEx then money will be drawn immediately, and we will start processing your order right away.


What are the purchasing conditions?

All terms and conditions for making a purchase at Northerner can be found here. By making an order on the website you agree to abide by the terms and conditions contained therein.


Payment Issues


My payment failed but money has been drawn

PayEx is a payment option where the amount is drawn straight from your account. If the amount is unavailable due to insufficient funds or if your bank doesn’t release the money immediately, your order will fail in our system. Once the instant payment has failed in our automated system we are unable to change the payment status of an order.
If that is the case, please contact our customer service team here.


I’m getting an error when trying to pay

If you are having technical issues while trying to make a payment on the site, please contact our customer service team here so that they can help you.
Try to provide as much information as you can to help them diagnose the problem, such as which browser you are using, and which payment option you have selected.


Store Credit


I’ve been issued store credit, how do I use it?

To see your available store credit you can click on the account button and go to My Account. Under Store Credit, you can see your current balance.
To pay with store credit, proceed to place your order. At checkout, you may select to use your available store credit under Payment Options.


Why can’t I see my store credit?

In order to see your store credit you need to be logged into your account. To view your current store credit on the site you can click on the account button and go to My Account. You will find the Store Credit button on the right.

Order Process (Post-Order)

Order Changes


Can I cancel my order?

If your order has not yet been shipped, you can cancel it by contacting our customer service team here. Please do this as promptly as possible, as we cannot cancel an order once it has left the warehouse.
We aim to respond to your message within no more than 1 working day.


Can I change products in my order?

Unfortunately, we cannot change the products in an order. If the order has not been shipped then you can cancel it and get a refund by contacting our customer service team here. Please do this as promptly as possible, as we cannot cancel an order once it has left the warehouse.
We aim to respond to your message within no more than 1 working day.


Can I add an existing order to a customer account afterwards?

Unfortunately, we cannot add existing orders to customer accounts. To make sure you get all the benefits of our membership scheme make sure that you are logged into your account before placing an order.


Issues/Errors


Why can't I see my order in my account?

For an order to be linked to your account, you must be signed in at the time you place the order. If you were not signed into your account, the order will not appear in in the My Orders section of your account.
If an order that you placed while logged into your account has not appeared in your list, you can contact our customer team herefor help.


I have not received an order or shipping confirmation, why?

You should receive an order confirmation email automatically when you place an order. If you cannot see one, please check your junk or spam folder as it may have ended up there.
You will receive a shipping confirmation once your order has been shipped from our warehouse. Although we aim to ship all orders as quickly as possible, please be aware that it may be a day or two before you receive a shipping confirmation email, or even longer if you have ordered products which are currently out of stock.
If you have not received any order confirmation or it has been several days and you have not received a shipping confirmation, then please contact our customer service team here.


My order has been cancelled but my money has been taken

PayEx is a payment option where the amount is drawn straight from your account. If the amount is unavailable due to insufficient funds or if your bank doesn’t release the money immediately, your order will fail in our system. Once the instant payment has failed in our automated system we are unable to change the payment status of an order.
If that is the case, please contact our customer service team here.
It may be the case that your bank has reserved the funds, but did not transfer them to us when the payment failed. In this case the funds will be released back into your account automatically by your bank shortly.


I was charged more than once for my order, why?

We will never charge you multiple times for the same order, but if something goes wrong and the same order is placed multiple times then you will be charged for each. This could be because you have accidentally clicked the order button multiple times when going through the checkout. If this happens you will receive a separate order confirmation email for each order that has been processed. Please contact our customer support team here for help cancelling the additional orders that were placed in error.
If you have not received multiple order confirmation emails, then it may be that your bank has both released funds to us and reserved funds in your account, therefore showing two transactions. In this case the reserved funds will be released back into your account shortly.


Order Completion Process


My order status says “complete”, but I haven’t received it yet

Orders are marked as complete as soon as they have been packed by the warehouse, so don’t worry that it hasn’t arrived with you yet! You will receive a shipping confirmation email once your order has been shipped.


Will I receive an order and shipping confirmation by e-mail?

You will receive an order confirmation by email once you have placed an order on the site. This email will come to the email address that you provide in the checkout, so make sure that you have typed your email address correctly.


My order has been processed for several days, is this normal?

When your order has been placed, it will process as soon as the payment has been matched and all products are available to be shipped. We aim to ship all orders within 48 hours after payment has been matched with your order. However, we do not guarantee to ship within 48 hours in all instances, for example if you have ordered out of stock products it may take longer to ship your order.
If your order has not been shipped after several days, please contact our customer support team herefor assistance.


How long does it take before my order gets shipped?

When your order has been placed, it will process as soon as the payment has been matched and all products are available to be shipped. We aim to ship all orders within 48 hours after payment has been matched with your order. However, we do not guarantee to ship within 48 hours in all instances, for example if you have ordered out of stock products it may take longer to ship your order.

Shipping

Tracking


Can I track my order?

Tracking is available when selecting UPS. Priority Mail shipments from Sweden cannot be tracked.


Where is my order?

If tracking is available with the shipping method you have selected, you can follow the progress of your shipment from when it has left our warehouse up until it arrives at your door.

Estimated delivery times for international orders are:

Priority Mail (PostNord): 5-14 business days

UPS Express Saver: 1-3 business days


Changes


I stated a wrong shipping address, can I change it?

If your order has not yet been shipped, please contact our customer service team here and they will be able to amend the address for you. We aim to respond to all inquiries within 24 hours. Orders that are shipped to the wrong address will not be automatically returned to our warehouse and so we cannot offer refunds on these orders.

To avoid this problem you can set up an automatic shipping address in your account so you do not have to manually fill in your address every time you order.


Destinations


Which countries do you ship to?

We ship to the US and EU, along with a number of other countries. You can find a complete list of the countries that Northerner ships to in our Terms & Conditions here. In addition, our sister sites ship to Norway (snus.com), Switzerland (snusmarkt.ch), Austria (haypp.com/de) and Sweden (snusbolaget.se).


I do not see my country in your delivery list. Does it mean you do not deliver there?

You can find a full list of the countries that we deliver to on our Terms & Conditions page here. If your country is not in this list, then unfortunately we cannot deliver to you. If it is in the list but not appearing in the dropdown menu then go to the main page and select your country in the dropdown menu at the top to make sure that you are on the correct site view.


Can you ship my order to my hotel while I’m on holiday?

You may select any delivery address that is convenient to you, as long as it is in a country that we deliver to. However we do not refund or reship orders that were sent to a temporary address (for example hotel addresses during your holiday) and did not arrive in time before the end of your stay. We recommend that you use a shipping address where you will be staying for a duration of at least 2 months from the date of the order placement.


Shipping Process


What’s the shipping process?

Priority Mail ships your order with PostNord from Sweden. Once the package has reached your country, the package is handed over to the local postal service.
When selecting UPS Express Saver, your package will be shipped with UPS all the way from our warehouse to your destination.
Depending on your country and post services, the package may either be delivered to your door or to the nearest service point. We recommend that you check with your local postal service on what their service includes.


What are the shipping alternatives?

We offer shipping via Priority Mail and UPS Express Saver.


Why is my order split up in several shipments?

We may split larger orders up into multiple parcels in order to fit our packaging.

We also try to stay updated on the latest customs regulations and ship our orders in batches accordingly, based on weight.

Orders to Canada are shipped in batches of approximately 20 items per package and day.

Orders to Australia are shipped in batches of approximately 2-4 items per package and day.

Orders to New Zealand and South Korea are shipped in batches of approximately 10 items per package and day.


Can you split shipments into smaller shipments?

We may split larger orders to fit our packaging and based on specific country regulations. However, we cannot split orders upon request.


Can you combine shipments into larger shipments?

We try to stay updated on the latest regulations and ship our orders in batches accordingly, based on weight. Due to this, we cannot combine shipments upon request.

Orders to Canada are shipped in batches of approximately 20 items per package and day.

Orders to Australia are shipped in batches of approximately 2-4 items per package and day.

Orders to New Zealand and South Korea are shipped in batches of approximately 10 items per package and day.


What is the estimated shipping time?

Priority Mail (PostNord): 5-14 business days

UPS Express Saver: 1-3 business days


Will I receive an order and shipping confirmation by e-mail?

Yes, you will automatically receive both an order and shipping confirmation by email.


Shipping Costs


Do you offer free shipping?

We do offer free shipping on certain orders. Shipping is currently free on all orders of Nicotine Pouches only. In addition, Diamond members receive free shipping on all orders over a certain threshold. For full information on our membership program look here.


What is the shipping cost for my order?

Shipping costs are calculated at the checkout, where you will see a list of shipping options along with the cost for each.


Miscellaneous


Is your logo on the packages?

No, all our packages are sent in plain parcels, without our branding on them.


Are you shipping the products in plain envelopes?

All our packages are sent in plain parcels, without our branding on them.


What is your policy on expiration dates?

To ensure that they are fresh for consumption when received, our policy is to always ship products with at least 4 weeks remaining on their shelf life.


Delivery Issues


What would happen if I am not at home to collect the delivery?

We recommend that you contact your local post service to see if the package can be delivered to a service point instead. We do not refund or reship orders if you have failed to collect your package within the pickup timeframe that your local postal service has set.


I didn’t receive a notification to collect

We recommend that you contact your local postal service to see if and where the package has been delivered.
If the shipment method you have selected has tracking available, our Customer Service team will gladly assist you in locating the package, you can contact them here.


I missed the pick up window

Unfortunately, we cannot refund or reship orders if you have failed to collect your package within the pickup timeframe that your local postal service has set.

Customs

Customs Regulations


Which customs regulations apply to my order?

The customs regulations that apply to your order depend on the customs rules in your country. We recommend that you contact your local customs authority as regulations may vary depending on the products and quantities you have ordered.

You can find information on importing to Canada here and here.

You can find information on importing tobacco products to Australia here.

You can find some information about importing to South Korea here.

You can find information on importing to New Zealand here.


How much can I import to my country?

We try to stay updated on the latest regulations and ship our orders in batches accordingly, based on weight.

Orders to Canada are shipped in batches of approximately 20 items per package and day.

Orders to Australia are shipped in batches of approximately 2-4 items per package and day.

Orders to New Zealand and South Korea are shipped in batches of approximately 10 items per package and day.


What happens if Customs refuse my package?

As the importer of a regulated substance you are obliged to know and follow the current laws, restrictions and regulations when placing your order.
If you refuse your order due to local duties, or your local customs refuses your package due to local restrictions there is unfortunately nothing we can do. We do not reship or refund refused orders, since this matter is between you (the Importer) and your local Customs Authority.


Customs Fees


Will I be charged for taxes or other customs handling fees?

Taxes and handling fees do apply in most cases, however, these are levied once the package has arrived in the destination country. Unfortunately, we don’t know what the fees will be in advance, as it is up the Customs Authority in your country to make a decision on each parcel that arrives in the country.


Is the customs fee included in the shipping cost?

No, you are only charged for the products, applicable taxes and shipping by us.


I was charged high import duties by Customs, why?

We unfortunately do not know how Customs base their decisions regarding import duty, and we cannot affect their decision.


I want to reassess my customs duty, how do I do that?

Some Customs authorities provide information on how you can request a reassessment. Our customer service will gladly assist you in finding the information, however we cannot request reassessments or file claims with your Customs authority on your behalf.


Can you mark the package as a present to avoid customs fees?

We at Northerner play by the rules and can therefore not mark your order as a present. We have to mark all packages with a specific product description and state the full product value.

Damages and Returns

Returns


Can I return my order?

Unfortunately, because our products are perishable, we cannot accept returns. If there was a problem with your order you can contact our customer service team hereto request a refund.


I ordered the wrong product, can I return the unopened cans?

Unfortunately, because our products are perishable, we cannot accept returns.


I accidentally entered the incorrect shipping address, will it get returned to your warehouse?

If your order has not yet been shipped, please contact our customer service team here and they will be able to amend the address for you. Orders that are shipped to the wrong address will not be automatically returned to our warehouse and so we cannot offer refunds on these orders.
To avoid this problem you can set up an automatic shipping address in your account so you do not have to manually fill in your address every time you order.


Damages & Mistakes


My package was damaged during transport, what do I do?

Please contact our customer service team here. Please keep all products and packaging (including packing slip) that you received, as you may be asked to provide photographs in order to claim your refund.


I didn't get the correct products I ordered, can I get reimbursement?

Please contact our customer service team here. Please keep all products and packaging (including packing slip) that you received, as you may be asked to provide photographs in order to claim your refund.


There’s an issue with the product I ordered

Please contact our customer service team here. Please keep all products and packaging (including packing slip) that you received, as you may be asked to provide photographs in order to claim your refund.


My package was open when I received it

Please contact our customer service team here. Please keep all products and packaging (including packing slip) that you received, as you may be asked to provide photographs in order to claim your refund.


I bought a faulty product in a local store, can I get reimbursement?

Northerner are not the manufacturer of any of the products that we sell on the site, so we cannot take responsibility for any products that you did not purchase from us. Please contact the store that you purchased the faulty products from or the manufacturer of the products.

General Product Questions

Do you have any organic products?

We are not a manufacturer and do not produce any of the products on the site. Instead we source products from many manufacturers to provide our customers with a wide variety of high-quality products. We recommend that you contact the manufacturer of the product you are interested in to get a full description of the ingredients.
You can see the name of the manufacturer on the product page under “More Information”.


Where are the products we sell made?

Most of the manufacturers of the products we sell are based in Sweden and Denmark. You can see the name of the manufacturer on the product page under “More Information”.


Are the products fresh?

At Northerner we receive regular deliveries from our suppliers and strive to always provide our customers with the freshest products possible.


What is your policy on expiration dates?

To ensure that they are fresh for consumption when received, our policy is to always ship products with at least 4 weeks remaining on their shelf life.


Are you the manufacturer?

We are not a manufacturer and do not produce any of the products on the site. Instead we source products from many manufacturers to provide our customers with a wide variety of high-quality products.


My favourite product is out of stock/discontinued, which one can I order instead?

If you are looking for similar products, we recommend that you use the “Shop by” filter which is located to the left on all category pages. Click on the type of product you are looking for in the top menu, and then proceed to select your favourite brand, strength, flavour and type. You will see a selection of products that fit your preferences.


I can't find the product I'm looking for

If a product has been discontinued, it will be taken down from the website and will no longer be visible. Our range also varies depending on country, so make sure to select your country before browsing our products. If you wish to find similar products, we recommend that you use the “Shop by” filter which is located to the left on all category pages. Click on the type of product you are looking for in the top menu, and then proceed to select your favourite brand, strength, flavour and type. You will see a selection of products that fit your preferences.

About Nicotine Pouches

What are Nicotine Pouches?

Nicotine Pouches are the new and modern way of using Nicotine without using tobacco or compromising on flavour.
They are discreet, comfortable & fresh, designed to be used wherever and whenever you want a burst of flavour and a hit of Nicotine. The products do not contain any tobacco whatsoever, but do contain Nicotine that is extracted from the Nicotiana Tabacum plant.
A unique blend of natural fibres, fresh flavours, Nicotine extract and a small amount of chewing gum base gives the portion bags an optimal softness that fits discreetly under your lip.


Who’s it for?

Nicotine Pouches are a great option for anyone who is looking to move away from tobacco products, whether for health reasons, for convenience or simply for a fresher and cleaner taste.


How do I use Nicotine Pouches?

Simply place the pouch between your top lip and gum and leave it there as long as you want.


What is the difference between smokeless tobacco and these products?

Nicotine Pouches contain no tobacco at all, but all the Nicotine effect of regular smokeless tobacco products.


Ingredients


Are they vegan friendly?

Nicotine Pouches are normally made with plant fibres and flavouring, along with Nicotine extracted from the Nicotiana Tabacum plant, so are generally vegan friendly. However, for a full breakdown of the ingredients in specific products it’s best to check directly with the manufacturers, as they regularly change their ingredients to ensure their products are as high quality as possible.


Are they sugarfree?

For a full breakdown of the ingredients in specific products it’s best to check directly with the manufacturers, as they regularly change their ingredients to ensure their products are as high quality as possible.


Are sweeteners used in the nicotine pouches?

For a full breakdown of the ingredients in specific products it’s best to check directly with the manufacturers, as they regularly change their ingredients to ensure their products are as high quality as possible.


What does it contain?

For a full ingredients list of a product it is best to contact the manufacturer, or get in touch with our customer service team here.


Oral Use


Can you chew it?

No, Nicotine Pouches should not be chewed, simply place it under the lip and enjoy!


Can I use it at work?

Nicotine Pouches are very discrete and will not be noticed by anyone who sees you while you have one in, so they can be used anywhere!


How do you use it?

Simply place the pouch between your top lip and gum and leave it there as long as you want.


How often should I use it?

How often you should use Nicotine Pouches depends on several factors, such as the Nicotine effect you want, the strength of the products you are using and whether you are an ex-smoker. Only you can judge what is the right amount for you.


How long does it last?

The effect of the pouch can last up to around an hour, but most users tend to enjoy it for somewhere between 10 to 40 minutes. This may vary depending on the strength of the portion and the effect that you’re looking for.


Is the product safe to swallow?

No, it’s not safe to swallow a pouch. Always discard your used pouch in the extra compartment on the can, or in a trash can.


Can I swallow the juice?

The juice is absolutely safe to swallow.


Can I use Nicotine Pouches while pregnant or nursing?

Nicotine products should not be consumed while pregnant or nursing.


What is the extra compartment for?

The extra compartment is for the disposal of the used pouches.


Miscellaneous


How to keep the product fresh?

Nicotine Pouches do not need to be refrigerated, but the freshness of the products tends to be prolonged if they are.
To avoid the products drying out it is best to avoid keeping them in warm conditions. A cool, dark cupboard is normally suitable.


Do Nicotine Pouches need to be refrigerated?

Nicotine Pouches do not need to be refrigerated, but the freshness of the products tends to be prolonged if they are.


How long does the product stay fresh?

Nicotine Pouches have a very long shelf-life, sometimes up to a year. Most of the products have a best before date printed on them.


What different strengths are there?

Nicotine Pouches come in a wide variety of strengths, and each manufacturer uses their own scale to rank the strength of different products.
At Northerner we use our own scale for all Nicotine products, ranking strength from 1 to 5, with one being the weakest and 5 the strongest. You will find a scale like the one below on every product page.

Most products will also have specific information about the Nicotine content (in mg/gram) and the Portion Weight (in grams), if you want to know the exact Nicotine content of a product.


What do the different strengths mean?

The strength scale refers only to the Nicotine content and effect of a pouch, and doesn’t include other factors such as flavour.
A 1 on the scale is the weakest available, these options are suitable for first timers, or people trying to reduce their Nicotine consumption or dependency.
Most regular strength pouches score a 2 or 3, with a 3 being on the strong side.
A 4 is a very strong pouch, for most brands this will be the strongest Nicotine Pouch available in their range. Pouches of this strength are only suitable for experienced users who want a real hit of Nicotine!
A 5 on the scale is seriously strong stuff, and we haven’t yet come across a Nicotine Pouch that reaches this level of kick.

About Nicotine Free Pouches

What are they?


What are Nicotine Free Pouches?

Nicotine Free Pouches are an innovative new product for those who enjoy the taste and feel of snus or Nicotine Pouches but would like to reduce or stop their consumption of tobacco or Nicotine.


Who’s it for?

Nicotine Free Pouches are suitable for anyone, as they contain no Nicotine or tobacco, instead using alternatives such as plant fibres or tea to provide a similar experience.


How do I use these products?

Simply place the pouch between your top lip and gum and leave it there as long as you want.


What is the difference between smokeless tobacco and these products?

Nicotine Free Pouches contain no tobacco or Nicotine, so you can enjoy them as a safe and non-addictive alternative.


Ingredients


Are they vegan friendly?

Nicotine Free Pouches are normally made with plant fibres and flavouring, so are generally vegan friendly. However, for a full breakdown of the ingredients in specific products it’s best to check directly with the manufacturers, as they regularly change their ingredients to ensure their products are as high quality as possible.


Are they sugarfree?

For a full breakdown of the ingredients in specific products it’s best to check directly with the manufacturers, as they regularly change their ingredients to ensure their products are as high quality as possible.


Are sweeteners used in the nicotine pouches?

For a full breakdown of the ingredients in specific products it’s best to check directly with the manufacturers, as they regularly change their ingredients to ensure their products are as high quality as possible.


What does it contain?

For a full ingredients list of a product it is best to contact the manufacturer, or get in touch with our customer service team here.


Oral Use


Can you chew it?

No, Nicotine Free Pouches should not be chewed, simply place it under the lip and enjoy!


Can I use it at work?

Nicotine Free Pouches are very discrete and will not be noticed by anyone who sees you while you have one in, so they can be used anywhere!


How do you use it?

Simply place the pouch between your top lip and gum and leave it there as long as you want.


How often should I use it?

As often as you want, as long as it is comfortable and enjoyable for you.


Is the product safe to swallow?

No, it’s not safe to swallow a pouch. Always discard your used pouch in the extra compartment on the can, or in a trash can.


Can I swallow the juice?

The juice is absolutely safe to swallow.


Can I use these while pregnant or nursing?

Although these products contain no Nicotine or tobacco, if you are unsure whether a product is suitable to use while pregnant or nursing you should speak with your doctor.


What is the extra compartment for?

The extra compartment is for the disposal of the used pouches.


Miscellaneous


How do I keep the products fresh?

Nicotine Free Pouches do not need to be refrigerated, but the freshness of the products tends to be prolonged if they are.
To avoid the products drying out it is best to avoid keeping them in warm conditions. A cool, dark cupboard is normally suitable.


Do these need to be refrigerated?

Nicotine Free Pouches do not need to be refrigerated, but the freshness of the products tends to be prolonged if they are.


How long does the product stay fresh?

Nicotine Free Pouches have a very long shelf-life, sometimes up to a year. Most of the products have a best before date printed on them.

About Snus

What is Snus?


What is snus?

Snus is a traditional Swedish smokefree tobacco product with a history stretching back over 200 years. It is made from dried and ground tobacco, and is normally packaged in small bags, called portions. It is used by simply placing the portion between your top lip and gum.


Who’s it for?

Snus is a great alternative for people who want to quit smoking or chewing tobacco, but still want to experience the taste and effect of tobacco. No smoking, no spitting, just great taste and convenience.


How do I use snus?

Simply place a portion between your top lip and gum, sit back and enjoy!


What is the difference between snus and other smokeless tobacco products?

Unlike most other smokeless tobacco products, snus does not need to be spat out, but can be safely left under the lip until you are ready to take it out and throw it away. It is therefore a more discreet and cleaner way of enjoying tobacco, while also avoiding the harmful effects of inhaling tobacco smoke.


Ingredients


Is it vegan friendly?

Snus is normally made with dried tobacco and flavouring, in pouches made from plant fibres, so it is generally vegan friendly. However, for a full breakdown of the ingredients in specific products it’s best to check directly with the manufacturers, as they regularly change their ingredients to ensure their products are as high quality as possible.


Is it sugarfree?

For a full breakdown of the ingredients in specific products it’s best to check directly with the manufacturers, as they regularly change their ingredients to ensure their products are as high quality as possible.


Are sweeteners used in the Snus?

For a full breakdown of the ingredients in specific products it’s best to check directly with the manufacturers, as they regularly change their ingredients to ensure their products are as high quality as possible.


What does it contain?

For a full ingredients list of a product it is best to contact the manufacturer, or get in touch with our customer service team here.


Oral Use


Can you chew it?

No, snus should not be chewed, simply place it under the lip and enjoy!


Can I use it at work?

Snus is generally very discrete and will not be noticed by anyone who sees you while you have one in, so they can be used anywhere! However, some varieties can be very juicy and can discolour the teeth or even drip, so it’s best to try at home first to make sure that your favourite snus is suitable for the workplace.


How do you use it?

Simply place a portion between your top lip and gum, sit back and enjoy!


How often should I use it?

How often you should use snus depends on several factors, such as the Nicotine effect you want, the strength of the products you are using and whether you are an ex-smoker. Only you can judge what is the right amount for you.


How long does it last?

The effect of the portion can last up to around an hour, but most users tend to enjoy it for somewhere between 10 to 40 minutes. This may vary depending on the strength of the portion and the effect that you’re looking for.


Is the product safe to swallow?

No, it’s not safe to swallow a snus portion. Always discard your used portion in the extra compartment on the can, or in a trash can.


Can I swallow the juice?

The juice is safe to swallow.


Can I use snus while pregnant or nursing?

Nicotine products should not be consumed while pregnant or nursing.


What is the extra compartment for?

The extra compartment is for the disposal of used portions.


Miscellaneous


How to keep the product fresh?

To keep the product fresh, it is best to store Snus in a refrigerator. If this is not possible, store it in a cool, dark place to preserve freshness and flavour.


Does Snus need to be refrigerated?

Only loose Snus has to be refrigerated, although portion Snus also should be if possible. If not, keep it is a cool, dark place and use within a few days once the can has been opened.


How long does the product stay fresh?

Snus will generally stay fresh for 2-3 days once the can has been opened, and can last longer if refrigerated. Most of the products will also have a best before date printed on them.


What different strengths are there?

Snus comes in a wide variety of strengths, and each manufacturer uses their own scale to rank the strength of different products. At Northerner we use our own scale for all Nicotine products, ranking strength from 1 to 5, with one being the weakest and 5 the strongest. You will find a scale like the one below on every product page.

Most products will also have specific information about the Nicotine content (in mg/gram) and the Portion Weight (in grams), if you want to know the exact Nicotine content of a product.


What do the different strengths mean?

The strength scale refers only to the Nicotine content and effect of a portion, and doesn’t include other factors such as flavour.
A 1 on the scale is the weakest available, these options are suitable for first timers, or people trying to reduce their Nicotine consumption or dependency.
Most regular strength portions score a 2 or 3, with a 3 being on the strong side.
A 4 is a very strong portion and products of this strength are only suitable for experienced users who want a real hit of Nicotine!
A 5 on the scale is seriously strong stuff, and we certainly don’t recommend this to anyone who has not used Snus before. But if you know what you’re doing and you want to test the limit when it comes to strength, then these are the portions for you!

Membership and Account

Log In Issues


I can't sign in to my account

If you are experiencing issues with logging in, please contact our customer service hereso that they can investigate any possible technical issues.


Forgotten password?

If you’ve forgotten your password you can reset it here.


I need to change my password

To change your password on the site you can click on the account button and go to My Account. You will find the option to Change Password on your Dashboard.
If you cannot access your account then you can reset your password hereusing the email address your account is connected to.


Membership


Was my membership discount applied to my order?

Your membership discount is automatically applied to your order if you are logged into your account on the site. However, it will not be applied if you are already getting a larger discount from your order volume or a sale price. We will always use the highest discount available to ensure that you’re getting the best price we can offer.
The membership discount is applied to all products on the website, and will show as “Special Price”.


I'm interested to start a wholesale account. Is this possible?

We are an online reseller of smokeless tobacco, and our business model is to sell to individuals for personal use. We cannot set up a wholesale account, but you are welcome to place orders on our website and make use of our regular quantity discounts and member rewards.


Why is my membership discount not shown in checkout?

The membership discount is applied to all products on the website, and will show as “Special Price”. Therefore, your discount will not be quoted separately in checkout.
However, it will not be applied if you are already getting a larger discount from your order volume or a sale price. We will always use the highest discount available to ensure that you’re getting the best price we can offer.


How does the membership program work?

While you are logged into your account at Northerner your membership discount will be automatically deducted from the prices displayed on the site. You can find out more about how our Membership Program works here.


Account Update


How do I update my address?

To update your address on the site you can click on the account button and go to My Account. You will find the option to change your address in your Address Book. You can change your Billing Address and Shipping Address separately, or add a new address to your address book if you want us to deliver to another address for certain orders.
Please note that you cannot change the address on an existing order. If the order has not yet been shipped, please contact our Customer Service team hereand they will amend the address.


I want to close my account

To close your account you will need to contact our Customer Service team. You can do that here.


Store Credit


I’ve been issued store credit, how do I use it?

To see your available store credit you can click on the account button and go to My Account. Under Store Credit, you can see your current balance.
To pay with store credit, proceed to place your order. At checkout, you may select to use your available store credit under Payment Options.


Why can’t I see my store credit?

In order to see your store credit you need to be logged into your account. To view your current store credit on the site you can click on the account button and go to My Account. You will find the Store Credit button on the right.
Store credit is only issued to a certain site view. Therefore, please make sure that you have the correct shipping country selected. If the store credit is still not visible, please contact our Customer Service team here.

Campaigns and Offers

Why does my discount code not work?

Your discount code may not meet the conditions of the campaign to which it relates. Some discount codes have conditions concerning product type, quantity, customer group or country. All discount codes also have expiration dates. All conditions are stated in the email that was sent out to you with the code.


Do you have any discount codes?

We do offer discount codes as part of promotions and campaigns, but we can’t offer them on request.


What are the conditions on discount codes?

Conditions on our discount codes vary, you will find the specific conditions that apply to you discount code in the email you received with the code.


I placed an order before the campaign started, can you apply that price to my order?

We cannot apply campaign discounts to orders placed outside of the campaign period.
You are welcome to sign up to our newsletter to be the first to know about temporary campaigns and discounts.


Can you send me a free sample?

We may sometimes send out free samples with your order as part of a campaign, but we cannot offer samples on request.


How do I sign up for the newsletter?

You can sign up for our newsletter at the bottom of any page on the site, just put your email in the box and hit subscribe so you’ll never miss any of our great offers!


How do I unsubscribe from the newsletter?

At the bottom of all our newsletters you will find a link through which you can unsubscribe from the newsletter.

Technical Issues

Why is my shopping cart empty?

Product availability depends on the country you are ordering to. If you have, for example, started placing an order and then switched to another country where the product is not available, the product in question will be removed from checkout.
Once you proceed to card payment, you will be redirected to PayEx. Should you cancel the transaction, or press the “Back”-button in your browser, your order will be cancelled and the checkout is reset.


Why doesn’t the age verification work?

We use a third-party age-verification system on our website to ensure that all our customers are of age to order from Northerner. Depending on country, the age-verification may pull data such as name or address to confirm your age.
You can always contact our Customer Service team herefor further assistance.


I can't verify my age

We use a third-party age-verification system on our website to ensure that all our customers are of age to order from Northerner. Depending on country, the age-verification may pull data such as name or address to confirm your age.
You can always contact our Customer Service team herefor further assistance.


I can't sign-in to my account

If you are experiencing issues with logging in, please contact our customer service hereso that they can investigate any possible technical issues.


Why can’t I see my store credit?

In order to see your store credit you need to be logged into your account. To view your current store credit on the site you can click on the account button and go to My Account. You will find the Store Credit button on the right.
Store credit is only issued to a certain site view. Therefore, please make sure that you have the correct shipping country selected. If the store credit is still not visible, please contact our Customer Service team here.


Why does my discount code not work?

Your discount code may not meet the conditions of the campaign to which it relates. Some discount codes have conditions concerning product type, quantity, customer group or country. All discount codes also have expiration dates. All conditions are stated in the email that was sent out to you with the code.


I’m getting an error when trying to pay

If you are having technical issues while trying to make a payment on the site, please contact our customer service team here so that they can help you.
Try to provide as much information as you can to help them diagnose the problem, such as which browser you are using, and which payment option you have selected.