WARNING: This product contains nicotine. Nicotine is an addictive chemical.

Snusdaddy NZ FAQ — Shipping, Customs & Ordering Help

Common Questions from Kiwis

Are nicotine pouches legal in New Zealand?

Yes — tobacco-free nicotine pouches can be imported for personal use by adults in New Zealand. Products like ZYN, VELO, Pablo, and Killa contain no tobacco leaf — and that distinction is what matters under NZ law. Tobacco-free nicotine pouches are a completely different product category from traditional tobacco-based snus. Every product in our nicotine pouches NZ range is tobacco-free.

Worth knowing: the sale of these products in NZ retail stores is currently restricted, which is exactly why ordering online from an overseas supplier like Snusdaddy works — and why you won't find them at your local dairy. Personal import for your own use is permitted. You must be 18 or over — that's the law, and we take it seriously. The Smokefree Environments and Regulated Products Act 1990 is the relevant legislation. For the full legal breakdown — personal import, customs and what happens at the border — see our complete guide: Are nicotine pouches legal in NZ?

Is snus legal in New Zealand?

Selling it isn't. Importing tobacco for oral use for sale is prohibited, so you won't find traditional tobacco snus in NZ shops. Importing it for your own use is allowed — NZ Customs says snus can be imported for personal use without a permit, with tobacco taxes on top. We don't sell tobacco snus. What we sell is different: tobacco-free nicotine pouches (ZYN, VELO, Pablo etc.) contain no tobacco leaf at all — a separate product category that's legal to import for personal use.

Are ZYN pouches legal in New Zealand — and where can I buy them?

Yes — ZYN is tobacco-free and legal to import for personal use. You won't find ZYN in NZ retail stores; online is the only practical option. Orders ship from Sweden and arrive in 4–7 working days by express courier. Browse ZYN pouches NZ →

What are nicotine pouches — how are they different from snus?

Nicotine pouches contain no tobacco. You place one under your upper lip for 20–40 minutes — no smoke, no vapour, no spit. Traditional snus contains ground tobacco and can't be sold in NZ. Nicotine pouches are tobacco-free, which puts them in a different legal category. Browse the full nicotine pouches NZ range →

Will I need to pay GST or customs charges?

GST is already included. Every price on snusdaddy.com/nz includes 15% New Zealand GST. We pay it, so you won't be asked for GST again when your parcel arrives.

Low-Value Goods Levy: Since 1 April 2026, New Zealand charges a goods levy on low-value shipments (NZ$1,000 or less) arriving as freight — NZ$2.21 excluding GST per shipment for air freight (NZ$1.46 to NZ Customs, NZ$0.75 to the Ministry for Primary Industries). It's charged to the courier, and some couriers pass it on to you on delivery. It isn't part of our price. Customers who've mentioned it to us have paid NZ$2.21. Source: NZ Customs goods levies.

Orders over NZ$1,000: We actively advise against this. On shipments above NZ$1,000, NZ Customs assesses duty, GST and fees itself at the border, and the parcel takes longer to clear. Keep each order under NZ$1,000, shipping included — even our 60-can tier (14% off) comes in well below it.

Customs duty: In our experience, normal-sized orders under NZ$1,000 don't attract anything at the border beyond the levy. Tobacco excise is for products containing actual tobacco — ours don't. All shipments are labelled "tobacco-free nicotine products" for correct customs classification.

How much can I order for personal use?

There's no specific number written into NZ law — the test is genuine personal use. Most Kiwi customers order 30–60 cans at a time, which in our experience hasn't raised questions at the border, and it earns you a solid bulk discount. We recommend keeping each order under NZ$1,000 including shipping — above that, NZ Customs assesses charges itself and clearance takes longer.

How quickly will my order arrive, and can I track it?

Orders ship from our warehouse in Lidköping, Sweden. Order before 12:00 Swedish time (Monday–Friday) and it goes out the same day. Delivery to New Zealand typically takes 4–7 working days by express courier (UPS or DHL). Auckland, Wellington, and Christchurch are usually faster than rural addresses — add a couple of days if you're out in Northland, Southland, or the West Coast.

Every order comes with full tracking. Once your order leaves Lidköping you'll get a tracking number by email — follow it on the courier's website all the way to your door. There's often a quiet day or two while it's in the air where the tracking looks like nothing's happening. It's on the plane.

If your order hasn't arrived 10 working days after dispatch, contact us with your order number and we'll get onto the courier straight away.

What if my parcel is inspected by NZ Customs?

Routine, and nothing to stress about. NZ Customs and the Ministry for Primary Industries (MPI) regularly inspect incoming international parcels — it doesn't mean anything is wrong with your order. We send complete, accurate commercial invoices and correct customs classification codes with every shipment, so inspected parcels typically clear within a few business days. Our NZ delivery success rate is 99%. If your parcel gets held up, we're here to help sort it out.

Do you have to declare nicotine pouches at NZ Customs?

No separate declaration needed on your end for orders under NZ$1,000 — we handle the customs documentation (commercial invoice, CN22/CN23, HS classification codes) as part of every shipment. For the full walkthrough of what happens at the border, see our NZ shipping and customs guide.

Which nicotine strength should I start with?

Every can shows the nicotine content in mg per pouch, and we group our range into strength levels so it's easy to compare:

If you're new to pouches, start low. Starting too strong is the most common way to have a bad first experience. The full strength guide explains the levels in more detail.

What happens if my order doesn't arrive or gets lost?

Doesn't happen often, but when it does, we'll sort it. First, check your tracking — parcels sometimes sit in customs or at a courier depot for a day or two. If it's genuinely lost or damaged in transit, contact us and we'll send a replacement or refund you. When things go pear-shaped, we take responsibility and make it right.

How do you verify I'm over 18?

Two-step process. First, you tick a box confirming you're 18+ when you order. Second, every parcel is sent with adult signature required, so the courier will ask for ID on delivery — driver's licence, passport, or 18+ card all work. No valid ID, no parcel. This double-check is how we make sure we're not selling to minors, which is illegal and something we take seriously.

Can I order if I live rurally or on an island?

Yeah, for sure. We deliver everywhere in New Zealand — North Island, South Island, and inhabited offshore islands. Remote spots like Chatham Islands or Stewart Island might take a few extra days on top of standard timeframes. Put your address in at checkout and if we can ship there, it'll go through. If we genuinely can't deliver (very rare), we'll contact you before processing anything.

Are these products genuine or fakes?

100% genuine. We work directly with manufacturers — Swedish Match, BAT, NGP, and all the major producers. Stock comes straight from them, not through dodgy third-party importers. Every can is authentic, made under proper controlled conditions. We wouldn't risk our reputation selling knock-offs.

How should I store my pouches once they arrive?

Keep them cool and dry — the fridge is ideal. Chuck them in there and they'll stay fresher way longer, keeping the flavour sharp and the nicotine effective. Avoid hot cars and warm, humid spots. Unopened cans last 12–18 months stored properly (best-before date is on each can). Once opened, use within a few weeks for best results.

Can I buy these in stores or only online?

Online — you won't find this range in NZ shops. Ordering from Snusdaddy means 600+ products across brands like ZYN, VELO, White Fox, LOOP, Pablo and more, bulk discounts, and delivery to your door.

What's the difference between slim, mini, and regular pouches?

It's about size, fit, and how much nicotine you get per pouch:

  • Slim pouches: Long and thin, sits comfortably under your lip. The most popular format — good balance of discretion and nicotine delivery.
  • Mini pouches: Smaller and more discreet. Lower nicotine per pouch, easier to use in meetings or social situations.
  • Regular pouches: Bigger, more nicotine per pouch. More satisfying but less subtle.

Personal preference — try a couple of formats and see what fits your lifestyle. Most Kiwis end up on slim.

Will my neighbours or flatmates know what's in the package?

Nah. Plain packaging, no branding, no indication of contents — just looks like a regular parcel. The only person who knows what's inside is the courier, for age-verification purposes. Discreet shipping is standard.

How long do pouches last once I start using them?

Most people keep a pouch in for 20–40 minutes, but it varies. You'll feel the effect within a few minutes, then a gradual release over time. Some go an hour, others 15 minutes — no hard rule. When the flavour's gone and there's no more effect, bin it. You'll work out your timing pretty quickly.

Can I order as a gift for someone in New Zealand?

Yes — with a few things to keep in mind. The recipient must be 18+ (the courier will verify ID on delivery), the order should stay within personal use quantities, and you'll need to include their full name and address. Give them a heads-up that a parcel is coming so they're ready to show ID when it arrives.

What happens if I'm not home when the courier delivers?

They'll leave a card with collection instructions. Because age verification is required, the parcel can't be left unattended — someone 18+ needs to sign and show ID. If you know you'll be out, arrange for a neighbour (18+) to take delivery, or redirect to your work address. Most couriers try 2–3 times before holding the parcel at their depot for collection.

Can I cancel or change my order after placing it?

If you're quick, yes. Contact us straight away at [email protected] and we'll try to catch it before it leaves Sweden — orders placed before 12:00 Swedish time go out the same day, so the sooner you reach us the better. We can't modify orders once they're in the system, so the fastest path for changes is to cancel and reorder. If it's already dispatched, you can refuse delivery when it arrives and we'll refund you once it comes back. Best bet is always to double-check your products, quantities, and delivery address before hitting confirm.

Can nicotine pouches help me quit smoking?

Nicotine pouches aren't a quit-smoking product, and we can't give stop-smoking advice. If you want to quit nicotine, Quitline (0800 778 778) offers free, personalised support for New Zealanders. If you already use nicotine and want to know more about a particular product, email us and we'll tell you what we know about it.

What if I'm not happy with the products?

Get in touch within 30 days and we'll make it right. We're a real business run by real people — if you're not happy, we want to know. We can't accept returns on opened products for hygiene reasons, but for genuine quality issues, damaged goods, or wrong items sent, we'll replace or refund. No arguments.

How can I save money on my order?

Bulk discounts are the easiest way: 10 cans gets you 10% off, 30 cans 12% off, 60 cans 14% off, and 100 cans 16% off — applied automatically across the full NZ range. Mix and match brands and flavours — the discount applies regardless.

Weekly specials: Check "Deal of the Week" for up to 40% off selected products — changes every week.

Short date products: Products approaching best-before are discounted up to 80%. Still perfectly good — just use them sooner rather than later.

The 60-can tier is the sweet spot for most Kiwis: meaningful saving, well under NZ$1,000, and enough stock to last a few months without reordering constantly.

Are there seasonal delays I should know about?

  • Christmas/New Year (mid-December to late January): High freight volumes, reduced courier schedules, and slower customs clearance globally. Order earlier than you think you need to.
  • NZ public holidays: Waitangi Day, Easter, ANZAC Day — these affect NZ courier networks and can add a day or two to last-mile delivery.
  • Swedish public holidays: Midsummer, Easter, and Christmas affect dispatch from our Lidköping warehouse. If you order around these periods, allow an extra day or two before dispatch.

Troubleshooting

What happens if you accidentally swallow a nicotine pouch?

Contact the National Poisons Centre on 0800 764 766 (0800 POISON) for advice straight away, even if there are no symptoms yet. Have the can handy so you can tell them the product and the nicotine strength. Don't try to make the person vomit.

If the person is unconscious, has trouble breathing or is having a seizure, call 111 immediately. Keep pouches — new and used — out of reach of children and pets.

Pouches taste stale or weak — what's wrong?

A few possibilities. Check the best-before date first — if it's expired, contact us and we'll sort a replacement. Been storing them in a hot car or warm spot? Heat kills freshness fast — fridge is always best. Had the can open for a few weeks? They dry out and lose potency over time — use within a few weeks of opening for best results. If none of those apply and they're genuinely off, get in touch and we'll get fresh stock out to you.

I'm not feeling any effect from the pouches

A few things to check. Are you using them correctly? The pouch goes under your upper lip — not chewed or swallowed — and stays there for 20–30 minutes. Nicotine pouches also release more slowly and steadily than people expect, so the sensation can feel different from what you're used to. Is the can fresh? Old or warm-stored pouches lose flavour and moisture. Still not sure? Email us and we'll help you understand the product you've got.

Pouches are too strong — feeling dizzy or sick

You've gone too strong too fast. Remove the pouch immediately and drink some water — the feeling passes within 10–20 minutes. Next time, choose a lower strength or keep the pouch in for a shorter time. There's no prize for the strongest pouch. If symptoms are severe or don't pass, call Healthline on 0800 611 116, or 111 in an emergency.

Tracking shows "delivered" but I haven't received it

First, check with flatmates or family — sometimes someone signs without mentioning it. Check your mailbox and around the property. In an apartment or complex? Check with reception or building management. Still nothing? Contact the courier directly using your tracking number — they can tell you exactly where it was left and who signed. If it's genuinely missing, contact us and we'll lodge a claim with the courier and arrange a replacement.

What documentation comes with my NZ shipment?

Every order includes a commercial invoice (itemised with accurate descriptions and values), customs declaration forms (CN22 or CN23), HS classification codes for tobacco-free nicotine products, English-language health warnings as required under NZ regulations, and an 18+ age verification notice on the external packaging. Everything your parcel needs to clear NZ Customs efficiently.

Still Got Questions?

If it's not covered here, just get in touch. Our team knows this stuff inside out — we use the products ourselves — so you'll get proper advice, not a copy-paste from a script.

How to reach us:

  • Email: [email protected]
  • Hours: Monday to Friday, 9am–6pm Swedish time — that's evening through to early morning in New Zealand.
  • Response time: Usually within 2–4 hours during business hours — next morning NZT at the latest. After hours or weekends, we'll get back to you first thing Monday.

We're real people running a real business. Straight answers, honest advice, no corporate runaround. If we've stuffed something up, we'll own it and fix it.

Ordering and Using the Site

What payment options work in New Zealand?

We've got you sorted with all the main payment methods:

Credit & Debit Cards: Visa, Mastercard, and American Express

Apple Pay & Google Pay: Quick checkout from your phone or device

Direct Bank Transfer: Transfer straight from your NZ bank account

All payments are processed through certified gateways with full SSL encryption. Pick whatever works best for you.

My payment didn't go through — what now?

The most common reason is your bank blocking the transaction. NZ banks are cautious about international online purchases, especially for first-time orders — they may flag it as unusual activity or need you to confirm it's you.

Quick fixes:

  • Check your banking app — there may be an approval notification waiting
  • Try again after approving it
  • Make sure funds are available
  • Try a different card if you have one

Still not working? Give your bank a quick call and let them know you're making a legitimate purchase from Snusdaddy — they'll whitelist us and you'll be sweet. Or email us at [email protected] and we'll help sort it.

I got an error but money's been taken from my account — help!

Don't stress — this happens occasionally and we'll sort it. Your payment most likely went through fine on our end, but the site glitched and sent you to a blank page instead of the confirmation screen.

Check these first:

  1. Wait 5–10 minutes and check your email for an order confirmation
  2. Log into your account and check "My Orders" — your order may be there even without an email
  3. Check your bank — sometimes it's just a pending charge that'll drop off if the order didn't process

Still unsure? Email [email protected] with the amount charged, approximate time of the transaction, and the last 4 digits of your card. We'll check our system and either confirm your order or refund you — we won't leave you hanging.

Should I get an order confirmation email?

Yep — you should receive one within 5–10 minutes of placing your order. Nothing arrived? Check your spam/junk folder, Promotions tab (Gmail), and trash before worrying. If it's still not there after 30 minutes, log into your account and check "My Orders" — your order will show there if it processed correctly. Or contact us at [email protected] and we'll resend it or investigate.

How safe is my credit card information?

Very safe. Payments are processed through certified gateways (Stripe and others) that meet PCI-DSS standards — the same level used by major NZ retailers. All transactions use SSL encryption (the padlock in your browser), and we never store your full card number on our servers. Your card details are handled entirely by the payment processors, not us. Buying from Snusdaddy is as secure as buying from any established online retailer.

What happens to my personal information?

We only use your information for what's necessary:

  • Processing and delivering your orders
  • Sending order updates and tracking info
  • Customer service
  • Marketing (product deals, new stock) — only if you've opted in

We share the minimum required with courier companies (UPS and DHL) for delivery and payment processors (Stripe etc.) for transactions. We do not sell your data to third parties.

Your rights: Under the Privacy Act 2020 you can ask to see the personal information we hold about you and ask us to correct it. You can also ask us to delete it, and we will unless we're required to keep it (for example, for accounting). You can opt out of marketing at any time via the unsubscribe link in every email. Email [email protected] — no hassles.

How do I find a specific product?

Two ways:

Search bar: Click the magnifying glass at the top, type what you're after — brand, flavour, strength — and hit enter.

Browse by category: Use the menu to filter by brand (ZYN, VELO, Pablo etc.), strength, flavour, or deals. Filters on the left side let you narrow it down further.

Can't find what you're after? Email [email protected] and we'll track it down or suggest something similar.

A product's out of stock — what are my options?

Get notified (easiest): Hit "Notify Me When Available" on the product page, enter your email, and we'll ping you the moment it's back. No need to keep checking.

Check alternatives: Scroll down on the product page for similar products that are in stock.

Ask for an ETA: Email [email protected] and we'll give you a rough timeframe or suggest something to tide you over.

What if a product gets discontinued?

Yeah, that's gutting when it happens. Manufacturers discontinue products regularly — usually replacing them with something new or cutting lines that weren't selling globally.

When a product gets discontinued we mark it on our site and suggest alternatives based on brand, flavour, strength, and what similar customers have ordered. Need a more personal recommendation? Email [email protected] — tell us what you loved about it and we'll find you something close. Our team uses these products themselves, so you'll get real advice.

Pro tip: Found something you love? Stock up with our bulk discounts while it's available — 60 cans at 14% off is a smart hedge.

How do I place an order?

  1. Find your products — browse by brand, strength, or flavour using the menu, or search for exactly what you want.
  2. Add to cart — choose your quantity (bulk discounts apply automatically) and click "Add to Cart".
  3. Review your cart — check products and quantities, confirm your bulk discount is showing, then click "Proceed to Checkout".
  4. Enter delivery details — fill in your name and NZ delivery address, choose your courier option.
  5. Pay — choose your payment method, confirm you're 18+, and click "Complete Order".
  6. Confirmation — you'll see a confirmation page immediately and receive a confirmation email within 5–10 minutes. A second email with tracking info follows once we dispatch.

Need help at any step? Email [email protected].

Do I need to create an account to order?

Nah — guest checkout works fine, no account required. That said, an account is worth it if you order regularly: saved delivery address, full order history, easy tracking, saved favourites, and access to member-only deals. Takes 30 seconds to set up during checkout or any time before. Up to you.

How do I use a discount code or voucher?

Add your products to cart, go to checkout, and enter your code in the "Discount Code" or "Voucher Code" field near the payment section. Click "Apply" — the discount shows immediately.

Code not working? Check whether it's expired, already used, requires a minimum spend, or if you're trying to use two codes at once (usually only one per order). Copy and paste the code to rule out typos. Still stuck? Email [email protected] with the code and we'll sort it or apply it manually.

Why do I need to verify my age?

Because it's the law. Under the Smokefree Environments and Regulated Products Act, nicotine products can only be sold to people aged 18 and over. We verify in two ways:

  1. At checkout: You tick a box confirming you're 18+
  2. At delivery: Every parcel is sent with adult signature required, so the courier checks your ID before handing it over

Accepted ID: NZ Driver's Licence, Passport, 18+ Card, or any government-issued photo ID showing your date of birth.

No valid ID means no delivery — the parcel comes back to us and we'll refund you. Nicotine is addictive and can harm young people, and we take our responsibility here seriously.

Ordering Tips for Kiwis

What's the best way to stock up?

Find your 2–3 go-to flavours, then order 30–60 cans when they're in the weekly specials. Chuck them in the fridge — unopened cans keep for 12–18 months stored properly.

Keep it under NZ$1,000 including shipping — above that, NZ Customs assesses charges itself and clearance takes longer.

Mix and match: The bulk discount applies to your total order, not per product — so you can spread across brands and flavours and still get the full discount.

Shipping

Where do you ship from, and how long does it take?

Every order ships from our warehouse in Lidköping, Sweden. Order before 12:00 Swedish time, Monday to Friday, and it goes out the same day.

Express (UPS or DHL): 4–7 working days to New Zealand

Auckland, Wellington, and Christchurch are generally faster than rural addresses — add a couple of days if you're further out. A customs inspection can add a few days now and then; it's random and doesn't mean anything's wrong. Every order includes full tracking from our warehouse to your door.

If your order hasn't arrived 10 working days after dispatch, contact us with your order number and we'll get onto the courier straight away.

How much does shipping cost?

Shipping cost depends on your location in NZ, the weight of your order, and the method you choose. The exact amount is always shown before you confirm your order — no surprises.

Typical range: NZ$40–120 depending on order size and courier.

The easiest way to check: add your products to cart, go to checkout, enter your NZ address, and the options and costs will be displayed.

Worth noting: Larger orders make better use of the shipping cost. 60 cans at 14% off means the shipping cost per can drops significantly compared to ordering 10 cans at a time. Ordering less frequently also means fewer shipping charges overall.

Do I need to sign for the package?

Yes — every parcel is sent with adult signature required. An adult (18+) needs to be present to sign and show ID when the courier delivers. The parcel can't be left unattended.

Not home? The courier will leave a card with instructions for redelivery or depot pickup. Most carriers attempt delivery 2–3 times before holding it for collection — bring your ID when you go to pick it up.

Alternatives if you're out during the day:

  • Use your work address as the delivery address
  • Have it sent to a mate or family member who's home (they need to be 18+)
  • Once you have your tracking number, contact the courier to arrange a specific delivery window or redirect to another address

We can't deliver to PO Boxes — an adult signature at a physical address is required.

My tracking hasn't updated in days — what's going on?

International tracking gaps are normal, especially between Sweden and New Zealand.

What's usually happening:

  • No updates for a few days after dispatch: The parcel is in transit and hasn't been scanned at intermediate points. Normal.
  • Quiet period mid-journey: Tracking often goes still for a day or two while it's on the plane.
  • "Arrived in NZ" then nothing: It's most likely in customs clearance or a sorting centre — usually a few business days at most.

When to contact us: If there's been no movement for 7+ business days, or your order hasn't arrived 10 working days after dispatch, email [email protected] with your order number, tracking number, and what the tracking currently shows. We'll investigate with the carrier.

What if my parcel gets stuck in NZ Customs?

Customs holds are routine and usually resolve within a few business days. It doesn't mean there's a problem with your order — a percentage of all international parcels get pulled for inspection at random.

We send every shipment with complete, accurate commercial documentation and correct HS classification codes for tobacco-free nicotine products, which keeps clearance straightforward in the vast majority of cases.

If Customs contacts you directly: You as the importer of record are responsible for responding to any requests and paying any charges that apply. We can't intervene with NZ Customs on your behalf, but we can provide any additional documentation they might need from our end — just let us know.

If your tracking shows "held by Customs" for more than 5 business days, contact NZ Customs directly on 0800 428 786 or at customs.govt.nz — they're the only ones who can tell you what's happening with a specific parcel.

I entered the wrong delivery address — what do I do?

Email [email protected] straight away with your order number, the incorrect address, and the correct one.

If we haven't dispatched yet, we can fix it — no problem. Once it's left Sweden, changing the address becomes difficult or impossible depending on where the parcel is and which carrier is handling it. If a redirect isn't possible and the parcel is returned to us, we'll work out a solution — but you'd cover reshipping costs.

Best bet: double-check your street number, suburb, postcode, and that it says New Zealand before hitting confirm.

When does Snusdaddy dispatch, and what affects timing?

Order before 12:00 Swedish time, Monday to Friday, and your order goes out from Lidköping the same day. Orders after 12:00 go out the next working day.

Weekend orders: Dispatched Monday.

Swedish public holidays that affect dispatch: New Year's Day, Easter (Good Friday through Easter Monday), May 1st, Ascension Day, Midsummer (late June), and the Christmas/New Year period. If you order around these dates, allow an extra day or two.

NZ public holidays (Waitangi Day, ANZAC Day, Easter, etc.) affect last-mile delivery once your parcel is in New Zealand — typically adds a day or two.

Peak periods: Mid-December through late January is the busiest time globally for freight. Order earlier than you think you need to if you want reliable timing over Christmas.

Can I bring nicotine pouches on a plane to or from New Zealand?

Nicotine pouches are generally permitted in carry-on luggage as they are not flammable and produce no smoke or vapour. Rules vary by airline and destination country — check with your airline before travelling, and check NZ Customs for what you can bring in as a traveller.

After an Order Has Been Placed

I didn't receive an order confirmation or tracking email — what now?

Check your spam/junk folder, Promotions tab (Gmail), and trash first — confirmation and tracking emails occasionally end up there.

If you have an account, log into "My Account" → "My Orders" — your order and tracking details will be there even if the email didn't come through.

Still nothing? Email [email protected] with the email address you used and your approximate order time. We'll look it up and resend.

My package arrived but items are missing or wrong — help!

We'll sort it. Email [email protected] with your order number, a photo of what you received, and a photo of the packaging. We'll get back to you within 1 business day and arrange replacements or a refund — whichever makes more sense. Hold onto everything until we confirm what to do with it.

My package arrived damaged — what now?

Don't throw anything away — we may need photos for a courier claim.

Email [email protected] with your order number and photos of the damaged outer box, the damaged items, and how everything was packed inside. We'll review it and arrange replacements or a refund. If it's just the box that copped it but the product is fine, let us know anyway — good to have on record.

Can I return my order?

We don't accept returns on opened products — that's standard for oral nicotine products for hygiene reasons.

That said, if something's wrong — damaged goods, wrong items, missing items, products past or near expiry — we'll make it right through replacement or refund. Just get in touch within 30 days at [email protected].

If you've simply changed your mind or ordered the wrong thing, we can't help with that — which is why we recommend starting with smaller quantities when trying something new, and reaching out before ordering if you're unsure. We're happy to steer you in the right direction.

I was charged but my order was cancelled — where's my refund?

We process refunds on our end within 1–2 business days of cancellation. After that, your bank takes over — international refunds (Sweden to NZ) typically take 5–10 business days to appear in your account, so the full process is usually 7–12 business days from cancellation.

The refund goes back to your original payment method. If nothing's appeared after 14 days, email [email protected] with your order number and payment method — we'll provide proof of processing so you can chase it with your bank.

Can I get a copy of my invoice?

If you have an account: log in → "My Account" → "My Orders" → click the order → download or print the invoice.

Guest checkout? Email [email protected] with your order number and email address and we'll send you a PDF copy within 1 business day.

How do I leave a review or feedback?

Product reviews: go to the product page, scroll to the reviews section, and click "Write a Review." Honest feedback helps other Kiwis make informed decisions — don't just leave five stars if you didn't love it.

Had a problem? Email us at [email protected] before leaving a negative public review — most issues get sorted quickly when you give us the chance to fix them.