Payment, Shipping, Changes and/or Returns

Placing an order with Snus.us is easy, quick and secure! You will be taken through the steps to create an account when placing your first order with us. Once you have created your new customer account, your password will be e-mailed to you, so you can sign into your account at Snus.us any time.

Please note that - due to the EU ban on snus - we do not ship to any EU-countries.

Payment


What payment methods does Snus.us offer?

You may use Visa or MasterCard at Snus.us. Online transactions are processed through a SSL (Secure Socket Layer)-secured server with a password protection. Please ensure that there are sufficient funds in your account to avoid delays or any other inconveniences.


Is it safe to make an online-payment at Snus.us?

Yes, it is safe to make a payment at Snus.us. All transactions that are made via the payment gateway used by Snus.us are securely sent through a SSL (Secure Socket Layer)-secured server with password protection. We use DIBS for electronic card transactions between your and our bank.


What is the CVV2 security code?

This Card Verification Number appears on the back of your credit card, within the signature field. The three last numbers printed there, are your CVV2 code. This number helps to protect you from fraud, as it ensures that only the person being in physical possession of your card can place an order.


Will I receive a confirmation e-mail?

Yes, once you have completed the ordering process, we will send you a confirmation e-mail to the e-mail address registered within your customer account at Snus.us. The confirmation e-mail will contain detailed information about your order, of course including the products purchased, shipping costs and more.


I have not received an order confirmation, what should I do?

Please check your online customer account – any successful orders will be listed within your order history. Send us a message using our Contact form and enter the requested details. We will then resend the information to your registered e-mail address as soon as possible.


Things to check if you have not received an e-mail:

- Is your e-mail address registered correctly?
- Is your SPAM filter blocking our messages?
- Has your e-mail storage reached its limits?

Another reason could be a temporary downtime of one of the e-mail servers involved. In this case, confirmation e-mails might be delayed or even bounce, but a resent confirmation should then get through to you without any problems.


An error was displayed when I tried to make a payment – what is wrong?

Please make sure that you have used a valid and personalized credit or debit card, VISA or MasterCard are accepted. VISA Electron cards do not work at the payment gateway.

Check the card’s expiry date – has it passed? Have you entered it correctly?

Are there sufficient funds in your card account?

Have you completed all fields correctly? The card number and CVV2 code (the three last digits of the number on the back of your card, within the card signature field) have to be written in an unbroken sequence, do not use any spaces etc.

Lastly, errors might also be caused by a temporary rise in overall transaction or a downtime at one of the institutional servers involved. If you know that your card is working and does not bear any restrictions for international online purchases, please retry later. If the problem persists, please contact your card issuer for further explanations. A growing number of mainly U.S. banks block international online purchases by default. Such restrictions can however be lifted upon the cardholder’s request.


Processing & Shipping


How are orders being processed and shipped?

  1. You place an order on Snus.us.
  2. As soon as you have confirmed your order, an order confirmation will be sent to your registered e-mail address.
  3. We will send your products in one or several envelopes or boxes, depending on what you have ordered. Orders up to 13 cans are usually sent in flat padded or cardboard envelopes, protecting the snus against damage. The envelopes are also very light and will not add to the shipping cost when you order. Larger orders are being sent in cardboard boxes. Orders sent by UPS are usually being sent in a cardboard box, even if ordering less than 13 cans.
  4. As soon as your order has been shipped, you will receive an e-mail from our distribution center.
  5. Times of delivery depend on the destination country and shipping method selected when the order was placed. According to the Swedish Postal Service, postal delivery within Europe takes 2 – 5 business days, and 7 – 14 business days to destinations outside of Europe. Please find additional shipping alternatives further down this page. If UPS shipping is selected, you will be able to track your order via a tracking link included in your order confirmation. The link can also be found within your customer account’s order history.
  6. UPS require an adult signature upon delivery of your order, so please ensure that an adult is available to take receipt of your package at your selected shipping address. As “Adult 21” is the only available option, the person signing for an UPS package will have to be at least 21 years old.

All preliminary delivery times presented at our web site ONLY apply to products that are currently in stock at our warehouse.


Which shipping alternatives do Snus.us offer?

We offer the following shipping alternatives:

UPS Express
Next day delivery by 10:30 a.m. or 12:00 noon to most business addresses in Europe
Second business day delivery by 10:30 a.m. or 12:00 noon to most business addresses in the United States and major business areas in Canada
Second day delivery by end of day to all other addresses in the United States and Canada
Day-definite delivery in 2 to 3 business days as early as 10:30 a.m. or by 12:00 noon to select areas in Asia

UPS Express Saver
Next business day delivery during the day to almost all European business centers
End of second business day delivery to most business addresses in the United States and all major business centers in Canada
Delivery during the day within two to three business days to countries in Asia
Day-definite delivery during the day to other countries worldwide

UPS Standard
Scheduled day-definite delivery within five days throughout Europe depending on origin and destination.

The Postal Service
“Posten” is one of the Nordic region’s largest messaging and logistics operators. Your order will be sent as 1st priority letter. The approximate delivery times are 2 to 5 business days within Europe and 7 – 14 business to countries outside Europe.

Orders sent by post do NOT bear a tracking number, and there is no possibility to track such an order. We can therefore not accept any responsibility for your shipment once it has been handed over to the postal service.

Estimated delivery times of any orders sent by post do only serve as guidance, and we cannot be held responsible for any delays caused by any postal services involved or the customs clearance process.

Packages lost due to a wrong of incomplete shipping address are not being replaced or refunded. If and when such a package is being returned to us, we will notify you immediately and give guidance on the re-sending process.


What is the shipping cost?

Shipping costs depend on package weight, destination country and the selected shipping alternative. All shipping costs will be presented to you within the check-out process.


Can I track my order?

Order tracking is only available for UPS shipments. If postal delivery is selected, order tracking is unfortunately not available.

UPS shipments can be traced from within your customer account – just select “My Account” from the top of our web site or use the tracking link sent to you within your shipping confirmation.

The delivery option you selected will be indicated in your customer account’s order history. If you need to contact UPS, you can do so at www.ups.com. Please make sure to have your UPS shipping number available when inquiring about your shipment.


Is it possible to return an order I have received?

As snus is a fresh product which cannot be resold once it has been shipped once, we can unfortunately not accept any product returns. This applies to orders for the wrong product, as well cases of change-of-mind.


Can I cancel my order?

Cancellation of a paid order is only possible as long as that order has not entered the shipping process.

If you would like to cancel an order that has not yet been processed, please send us a message via our Contact page, and we will do our best to fulfill your request.


Changing an order before it ships

Changes to a paid order are only possible as long as that order has not entered the shipping process. Please note that most orders at Snus.us enter the shipping process very quickly. Please send us a message via our Contact page, and we will do our best to fulfill your request.


I have received the wrong / a damaged product

You should always check your package immediately upon receipt. Make sure that you have received the right products and that they are not damaged in any way. If the package is incomplete, the goods received are not what you ordered, are damaged or defective, you will have to inform us within 10 business days. Reclamations received at a later date will not be considered. To notify us of any such incident, please send us a message via our Contact page.

In cases of a valid claim, we will send/replace the product in question. You should also immediately report/claim any package damages at your local post office / mail person or UPS upon receipt of a damaged package.