FREQUENTLY ASKED QUESTIONS  

We at Northerner want to make sure that you have a great shopping experience with us. Therefore we have collected some questions that might come up when browsing for your favorite snus, snuff or chew. Basic info like shipping times can be viewed in our Terms & Conditions section. 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. All US orders are shipped from within the United States, but due to the developing situation there may be unforeseen delays in shipping, so normal shipping estimates may not apply.


Known Issues

As of Friday 27th of March UPS cannot guarantee normal delivery times. California, Florida and New York are the most heavily affected.


Due to increased demand and some difficulties getting deliveries from our suppliers, we have an unusually large number of products going out of stock at the moment. If you have ordered a product that is now out of stock and your order has not been shipped, you can contact customer service here to request any order changes.

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 21 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. The age-verification may pull data such as name or address to confirm your age.
If you are having a problem with the age checker, please contact AgeChecker at [email protected] or 1-888-276-2303.


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.
If you are having a problem with the age checker, please contact AgeChecker at [email protected] or 1-888-276-2303.


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 my state to send to in your delivery list. Does it mean you do not deliver there?

Due to certain state regulations on the sale of tobacco and nicotine products online, we cannot deliver to every state. If your state is not in the list, then unfortunately we cannot deliver to you.


What currency is my order charged in?

All orders to the United States 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 the United States 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

 

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

If you want to change your address, please contact our customer service team here as soon as possible. Please note that we can only change the address as long as the order has not yet been shipped and we can only correct faults in the given address, not change it to another address.

 

Where is my order?

From the moment your order leaves our warehouse (usually within 48 hours), estimated shipping times are 1 to 7 working days, depending on the destination.

Sometimes delays occur due to local postal delays. If your parcel isn’t with you by the end of the estimated delivery times, please contact your local post office to see if any packages are held under your name.

If no further information can be obtained there, you can contact our customer support team here for further assistance.

 

Can I track my order?

If you select UPS shipping for your order, you receive a tracking number from UPS and can track your order.

If you select USPS your order is shipped with regular mail. There is unfortunately no tracking option.

If you have a customer account, you can check the status of your order from the moment you place it until it leaves our warehouse. You can open an account here.

 

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

We strongly recommend that you state a shipping address where you will be staying for at least 2 months after placing the order. Otherwise we can unfortunately not guarantee that you will receive your order in time since sometimes delivery times can be delayed due to postal services which is beyond our control. We do not reship or refund orders which were sent to a temporary address.

If you’re unsure what to do, don’t hesitate to contact our customer support team for further assistance.

 

US states we do not ship to: Arkansas, Louisiana, Maine, Oklahoma and Vermont. Online sales of nicotine and tobacco products are forbidden in these states.

U.S states with restrictions: If you live in New York State or Rhode Island, we can only send you tobacco or mint (mint, wintergreen, frosted, cold) flavored tobacco products. There are local laws in the states of NY and RI that prohibits sales of tobacco products with other flavors than mint and tobacco. If you order products with other flavors they will be cancelled and refunded. If you live in Arizona, Georgia, Iowa, Maryland, Oregon, South Dakota, Utah, Washington state or Wisconsin, we are not allowed to sell tobacco products to you. However, we have a wide range of tobacco-free products available to these states.

Shipping Costs

Shipping costs vary depending on weight and destination, and what shipping options are available to your destination. Once you’ve placed the items of your choice in the shopping cart and filled in your address details the shipping costs can be calculated and will be displayed.

Shipping Methods

We currently offer two types of shipping:

UPS: All tobacco orders to the US are sent out by UPS signed-for-delivery. This means that you will have to be at the delivery location to sign for your parcel upon arrival. UPS makes 3 delivery attempts before returning the items to us.

USPS: USPS is available when ordering tobacco free products only. This shipping method does not have tracking.

APO, DPO and FPO: Please note that you need to place any order to an APO, DPO or FPO address to United States and not the country that you are located in. Make sure to choose the United States site view and your state (Armed Forces location) before browsing and adding items to your cart. All orders to US military addresses are sent with mail and not UPS.

Order Processing Times

We aim to ship all orders within 48h after payment has been matched with your order. However, we do not guarantee shipping within 48 hours, for example if you have ordered out of stock products. Our warehouse operates Monday to Friday with exceptions for national public holidays.

Shipping Times

We offer several shipping options. Therefore, shipping times vary. Below you can see estimated shipping times. Please note that these are stated in business days (Monday-Friday).

1 business day (UPS Next Day Air***)

2 business days (UPS 2nd Day Air***)

1-5 business days (UPS Ground***)

2-7 business days (USPS)

*** Adult signature requirement, the minimum age requirements might vary, please check with your local authorities.  You have to be at the delivery location to sign for your package when it arrives. UPS makes 3 delivery attempts before returning the delivery to us. UPS only delivers to physical addresses, not to PO box, or APO/FPO addresses. This due to the adult signature requirement.

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 correct the address for you. We can only correct errors in the address and not change it to a different postal address due to the Age Verification system. Orders that are already shipped cannot be changed 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.

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. The age-verification may pull data such as name or address to confirm your age.
If you are having a problem with the age checker, please contact AgeChecker at [email protected] or 1-888-276-2303.


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.