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.

  • Is an adult signature required for delivery?

    Some states require an adult signature on delivery in addition to age verification on site. You can find more information on this requirement here. For specific orders requiring an Adult Signature Requirement (ASR) upon delivery, our shipping carrier will attempt delivery three times. If unsuccessful, the package will be returned to us. Any reshipment will incur shipping costs.

    Will I be charged a shipping cost?

    The shipping cost is always specified during checkout when placing an order. You can select a Shipping Option at the bottom left of the checkout page and view the cost in your Order Summary on the right. Please ensure you fill in your address details for the final shipping quote calculation.

    I don't see my state listed for delivery. Does this mean you don't deliver there?

    Due to certain state regulations governing the online sale of tobacco and nicotine products, we are unable to deliver to every state. If your state is not on the list, unfortunately, we cannot deliver to your location. You can find information about state regulations and shipping here.

    Is it possible to track my order?

    You can access information on how to track your order here.

    I haven't received a shipping confirmation. What should I do?

    You will receive a shipping confirmation once your order has been dispatched from our warehouse. While we aim to ship all orders promptly, please note that it may take a day or two before you receive the shipping confirmation email. Our warehouse operates Monday to Friday, except for national public holidays.

    I provided the wrong shipping address. Can I make changes to it?

    If you need to change your address, please contact our customer service team via phone here +1 (844) 516-4699 as soon as possible. We are able to fix minor errors with the originally provided shipping address. However, we are unable change the provided address to a new address.

    What shipping providers are available for your services?

    Here you can find information about our shipping providers and delivery times.

    What is the expected delivery time?

    Information about our shipping providers and estimated delivery times can be found here. More information can also be found when selecting your shipping preference at checkout.

    Do you offer shipping to military bases?

    Yes we do! You can find more information about guidelines and restrictions for delivering to military addresses here.

  • Can I return my order if I've changed my mind?

    Due to the freshness of our products, returns, unfortunately, cannot be accepted.

    Where can I find my order confirmation?

    Upon placing an order, you should automatically receive an order confirmation email. In case you don't see it in your inbox, please check your junk or spam folder as it might have been filtered there. If you still can't locate it, please contact our Customer Service here.

    Am I able to cancel my order?

    If your order hasn't been shipped yet, you can cancel it by contacting our customer service team via phone +1 (844) 516-4699. Please initiate this process as soon as possible because once an order has been processed and packed by our warehouse, we cannot cancel it.

    Can I modify the products in my order?

    Regrettably, we are unable to modify the products within an order once it's been placed. If you have just placed the order please contact us as soon as possible to see if it can be cancelled so you can place a new order with the correct products.

    I received the incorrect product. What steps should I take?

    In the rare event of any discrepancies with your order, like incorrect quantities or receiving the wrong products, we guarantee the correction of your order or provide you with the option for a refund here. Please retain the products, packaging, and shipping documents during the claims period. When contacting us, please provide us with order number, information about the products you received and a picture of all the products that you received in your order.

    I received products with quality issues. Do you accept returns?

    While nicotine pouches typically have an extended shelf life and maintain quality for a long period, we recognize that unforeseen circumstances can arise. If you experience any issues regarding product quality, please reach out to us promptly here. We are committed to helping resolve your concerns and ensuring your satisfaction.

    Is there a minimum or maximum ordering limit?

    There is a maximum limit of 150 cans per customer per 45 days. For On! Products, the limit is set at 50 cans per order. ZYN Pouches are temporarily limited to 50 cans per order.

  • Why do I see different prices at checkout compared to the base prices listed earlier?

    The prices listed before checkout are base prices. To the base prices we usually apply volume discounts and/or other deals that you will find frequently. During checkout, applicable taxes, including Sales taxes and State Excise Tax (SET), are added based on your location. The SET and Sales taxes is usually applied to both base prices and shipping.

    What is SET, and how does it affect the pricing of nicotine pouches?

    State Excise Tax (SET) is a specific tobacco/nicotine tax applied on a state level, and as the name suggest it is a tax applied by the tax authorities. Not all states impose SET, but when applicable, it is added during checkout. Before reaching the checkout, all prices displayed are base prices.

    How can I determine if State Excise Tax (SET) is applied to my order?

    The application of State Excise Tax (SET) is clearly indicated during the checkout process. Before reaching the checkout, the prices you see are the base prices.

    Are sales taxes and State Excise Tax (SET) included in the listed product prices?

    No, the prices listed for our nicotine pouches are base prices. Sales taxes and State Excise Tax (SET), if applicable, are added during checkout.

    Is State Excise Tax (SET) applied uniformly across all states?

    No, State Excise Tax (SET) varies by state, and not all states impose it. The specific application of SET is determined by your shipping address and is clearly communicated during checkout.

  • What should I do if my payment failed?

    If a payment fails during the transaction process, the order is automatically canceled. We advise checking with your bank or credit card provider to ensure sufficient funds are available and that your card is authorized for online purchases.

    Why isn't the age verification process working?

    To verify the age of our customers and ensure compliance, we employ a third-party age-verification system on our website. This system may use information such as your name or address to confirm your age.

    Experiencing issues with the age checker? Please contact AgeChecker at help@agechecker.net or dial +1-888-276-2303 for assistance.

    What payment options are available?

    We provide payment options via debit or credit cards through our partners PayPal, Stripe, and Klarna. It's important to know that we don't directly handle your credit card information.

    My payment failed, but money has been deducted. What should I do?

    Stripe, Klarna, and PayPal are payment methods where funds are directly debited from your account. If there are insufficient funds or if your bank doesn't release the amount immediately, your order may fail in our system. Once the instant payment fails, we're unable to alter the payment status. If you have further questions please contact your payment provider. Klarna also offers a pay-later option.

    Are there any available discount codes?

    We do offer discount codes as part of various promotions and campaigns. However, please note that we cannot provide discount codes on request.

    Why isn't my discount code working?

    Your discount code might not meet the specific conditions of the related campaign. Some codes have conditions related to product types, quantities, and expiration dates.

    I placed an order before the campaign started. Can you apply that price to my order?

    We're unable to apply campaign discounts to orders made outside of the campaign period.You're invited to subscribe to our newsletter to stay updated on temporary campaigns and discounts as they become available.

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

    If you've placed an order but cannot locate it within your customer account, it indicates that you were not logged in while placing the order. We are not able to attach an order placed as a guest to your account, however we will still send order confirmation and shipping information to your email address. Always ensure that you're logged in to your account during the ordering process. This allows you to track your order status.

    How can I update my address?

    To update your address on the site, click on the account button and navigate to My Account. In your Address Book section, you'll find options to modify your Billing Address and Shipping Address separately. Additionally, you can add a new address to your book for specific orders delivered to an alternate address. Please note that the address cannot be changed for an existing order.

    I would like to close my account. How can I proceed?

    To close your account, please contact our Customer Service team. You can reach out to them here.

    For complaints and further assistance, what should I do?

    For detailed information concerning complaints and dispute resolution, kindly refer to our Terms & Conditions page here. We aim to offer transparency and clarity on how we handle various situations, ensuring a positive customer experience.