Frequently Asked Questions


What payment methods does offer?

At you can pay with either credit card (VISA or MasterCard) or PayPal. Online transactions are processed through an SSL (Secure Socket Layer)-secured server with password protection. Please make sure that there are sufficient funds in your account to avoid delays or any other inconveniences.

Is it safe to pay with your card at

Yes, it’s safe to make a payment at All transactions made via the payment gateway used by are sent through a SSL (Secure Socket Layer)-secured server with password protection. We use Nets for electronic card transactions between you and our bank.

What is a CVV/CVC security code?

To prevent credit card fraud, Visa and MasterCard have introduced an additional card code on their cards. They’re called Card Verification Value (CVV) for VISA Cards, and Card Validation Code (CVC) for MasterCard. These security codes can be found on the back of your card, just above the signature line, and they consist of the three last digit from that number.

Will I receive an order confirmation e-mail?

Yes. Once you have completed the order process, we will send an order confirmation to the e-mail address you have registered within your customer account at The confirmation e-mail contains detailed information about your order such as the products you have purchased, shipping cost and more.

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

If you haven’t received your order- or shipping confirmation e-mail, please check that the e-mail address you have registered on your customer account is correct. If it’s correct, make sure that there is no SPAM-filter blocking our e-mails and/or that the storage limit for your e-mail account has not been reached. Another possible reason for these kinds of problems could be that an e-mail server is temporarily down, which could cause delays. You can always check your order and its status by logging in on your customer account at

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

Please make sure that you have used a valid credit- or debit card, we only accept VISA and MasterCard. VISA Electron cards do not work at the payment gateway.

Check your card’s expiration date, has it expired? Have you entered it correctly?

Are there sufficient funds for the purchase in your card account?

Have you filled in all the fields correctly? The card number and the CVV/CVC code (the three last digits of the number on the back of your card) must be written in an unbroken sequence.

Errors might also be caused by a temporary rise in overall transactions or a downtime at one of the institutional servers involved. If you know that your card is valid and your card information has been entered correctly, and it does not bear any restrictions for international online purchases, please try again at a later time. If the problem persists, please contact your card issuer.


What shipping options does offer?

UPS Standard:

Scheduled day-definite delivery within five days throughout Europe depending on origin and destination (no shipping to EU-countries). In case of time-sensitive shipments, please contact and consult with UPS at for a shipping time quote or select an Express-option.

UPS Express Saver:

Next business day delivery during the day to almost all European business centers (no shipping to EU-countries).

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 selected areas in Asia.

Day-definite delivery during the day to other countries worldwide.

In case of time-sensitive shipments, please consult with the UPS at for a shipping time quote.

UPS Express:

Next day delivery by 10:30 a.m. or 12:00 noon to most business addresses in Europe (no shipping to EU-countries).

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 the end of day to all other addresses in the United States and Canada.

Day-definite delivery in 2 to 3 business days by 10:30 a.m. or by 12:00 noon to selected areas in Asia.

In case of time-sensitive shipments, please contact and consult with the UPS at for shipping time quote.

Postal shipping by Air-Mail:

Your order will be shipped as a 1st priority letter. The approximate delivery times are 2 to 5 business days within Europe (no deliveries to EU-countries) and 7 to 14 business days to countries outside of Europe.

Postal orders don’t have tracking numbers, and it’s not possible to track these kinds of shipments. We can therefore not accept any responsibility for your order once it has been shipped from our warehouse. Because of this it’s of utmost importance that your registered address is correct and complete. We are not liable if a shipment gets lost or has been delivered to wrong address because of an incorrect or incomplete address.

IMPORTANT: The estimated delivery times serve only as a guidance, and can not be held responsible or issue refunds/replacement for any delays caused by a shipping agent, the postal service or the customs clearance process.

How much does shipping cost?

Shipping costs vary and depend on package weight, destination country and the selected shipping alternative. All shipping costs are presented to you during the check-out process.

Can I track my order?

Order tracking is only available for orders shipped with UPS. If you have chosen Postal delivery, order tracking is unfortunately not available.

Customs, duties, import regulations, taxes and fees?

Please note that your delivery may be subjected to import duties, taxes and other fees that are levied once the merchandise has reached the county of destination. Any such fees are to be paid by the buyer in addition to the purchase price quoted in the order confirmation.

Some countries have limited or prohibited the import of tobacco products, or require additional documents such as an import license or permit. As the buyer, it’s your responsibility to provide all necessary paperwork for custom clearance.

As an importer of the merchandise purchased, you are responsible for obtaining specific information on import and customs requirements. Customs employees will advise and give information to importers about detailed customs rules. Custom regulations can change from time to time, we recommend that you check your country’s legislations carefully in order to avoid preventable delays or other problems.

You parcel won’t be released by customs if you refuse to pay the applicable charges. doesn’t issue refunds or send out replacement products, even if the parcel has been sent back to us. This is due to the nature of our products, snus and nicotine pouches are perishable products and can therefore not be restocked nor resold when they have been dispatched once. This principle also applies if you don’t collect a shipment in time, or if the order has been stopped by customs due to a violation of the import regulations in the destination country.

If you have any questions regarding import rules and fees, please contact customs or the postal service in the country of destination.

Please keep in mind that shipments might be subjected to opening and examination by customs authorities. As an importer of the merchandise, its important that you comply with the laws and regulations of your destination country to fulfill any request made by customs authorities and provide documents that might be requested. is not liable for the receipt, whereabouts, refunds nor replacement of any shipments that are being delayed, held or destroyed by customs authorities.

Is it possible to return an order I have received?

Snus and nicotine pouches are perishable products and can’t be resold when they have been shipped once, we can therefore unfortunately not accept any product returns.

Can I cancel my order?

Cancellation of a paid order is only possible if 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 as soon as possible, and we will do our best to fulfill your request.

Can I make changes to my order?

Only if your order hasn’t entered the shipping process. Please note that most orders at enter the shipping process very quickly, so please contact us via our Contant page as soon as possible, and we will do our best to fulfill your request.

I have received wrong/damaged product(s), what should I do?

Make sure to always check your package immediately upon receipt. Control that you have received the right product(s) and that there is no damage in any way. If the package does not contain the quantity or the products you have ordered, is damage or defective, inform us within 10 business days. Reclamations received after 10 business days will not be considered. To notify us of any such incident, please send us message via our Contact page.

In the case of valid claim, we will send/replace the products in question. You should also immediately report/claim any package damages at your local post office or UPS upon receipt of damage package.

Other questions:

How does handle my personal data?

The protection of your personal data is of utmost importance for us at, and we use generally recognized technical and organizational security standards. We only collect your data with the purpose to process your order and to improve our service. We will never pass on your personal data to a third party without your consent. Detailed information about or Privacy Policy can be found here: Privacy Notice.

Is the snus bought at fresh?

To ensure that our snus and nicotine pouches are as fresh a possible, we keep our stock low and receive fresh deliveries directly from the manufacturers several times a week. All of our products are stored refrigerated and almost all of our orders are shipped within 24 hours (on business days), so you’ll always receive fresh snus and nicotine pouches.

What happens when our stocks don’t cover the items in your order?

If our stock doesn’t cover the items in your order, we will notify you by e-mail as soon as possible. Your order will not be shipped until all ordered items are available, partial deliveries are not possible. We strive to keep our website up to date to avoid these kinds of inconvenience and problems.