FAQ Topics

Shipping
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    Shipping

  • 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.

  • 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.

  • 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.

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

  • 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.

  • 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.

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

  • 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. However, while orders placed before 2pm do have a greater chance of being shipped same day, we do require at least 24 hours for order processing before orders are shipped due to the volume of the orders received.

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

    Order

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

  • 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.

  • 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.

  • 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.

  • 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.

  • 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. Please note, the time frame for compensation to be issued to orders is 60 days.

  • 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 15 cans per order.

    Taxes

  • 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.

  • 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.

  • 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.

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

  • 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.

    Payments

  • 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.

  • 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.

  • 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.

  • 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.

  • In most cases, our discount codes are only applicable to our Nicotine pouches and tobacco-free products. These codes do not apply to, or include, our tobacco products.

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

  • 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.

  • 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.