Snusdaddy FAQ
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. Unlike traditional tobacco-based snus (prohibited in most countries), tobacco-free nicotine pouches are a completely different product category. Every product in the Snusdaddy 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 (amended 2020 and 2023) is the relevant legislation.
Will I need to pay GST or customs charges?
Snusdaddy doesn't collect GST at checkout — as the importer, that's your responsibility at the NZ border. Here's the honest picture:
Orders under NZ$1,000 (including shipping): With high probability, your order clears NZ Customs without any additional GST or duty charges. This is the threshold we recommend staying under.
Orders over NZ$1,000: We actively advise against this. Above that value, your order may no longer be treated as personal use, which can mean GST being collected before release and additional scrutiny from Customs. Our bulk discount tiers are designed so you can stock up well within the NZ$1,000 limit — 60 cans gets you 14% off and sits comfortably below it.
Tobacco excise duty: Doesn't apply to our products. 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 is comfortably in personal use territory and earns you a solid bulk discount. Keep your order value under NZ$1,000 including shipping and you're in the sweet spot: smooth customs clearance, no additional charges, and good savings on product.
How quickly will my order arrive, and can I track it?
Orders ship from our warehouse in Lidköping, Sweden. Delivery to New Zealand typically takes 5–8 working days via express carriers (DHL or UPS), or 10–15 working days via PostNord standard. 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 crossing the Pacific where the tracking looks like nothing's happening. It's on the plane. Once it hits New Zealand, PostNord parcels are often trackable through NZ Post using the same tracking number.
If your order hasn't arrived after 14 business days from 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 1–3 business days. Our NZ delivery success rate is 99%. If your parcel gets held up, we're here to help sort it out.
Which nicotine strength should I start with?
Depends where you're coming from, mate:
- Occasional or social smoker? Start with Low (1–4 mg/pouch). Easy introduction, won't knock you around.
- Light smoker (under 10 a day)? Go for Regular (4–6 mg/pouch). A gentle but noticeable effect.
- Moderate smoker (10–20 a day)? Try Strong (6–12 mg/pouch). The most popular range for Kiwis making the switch.
- Heavy smoker (20+ a day)? Step up to Extra Strong (12–20 mg/pouch). Solid kick, long-lasting effect.
- Very heavy smoker with high tolerance? Super Strong (20–30 mg/pouch) — experienced users only.
- Absolute maximum? Don't Go There (30 mg+). You've been warned.
When in doubt, start lower. You can always move up, but starting too strong can put you off entirely. Not sure what to pick? Browse the full strength range or drop us an email and we'll point you in the right direction.
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, 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 only through Snusdaddy — which honestly works out better for you. Online means 600+ products across brands like ZYN, VELO, White Fox, LOOP, Pablo and more — versus the limited selection you'd find in the few NZ shops that stock any. Better prices, bulk discounts, and delivered 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 go out within 1 business day. 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 order before hitting confirm.
Are there products you'd recommend for ex-smokers?
For most people coming off cigarettes, 8–12 mg/pouch in a mint flavour is the sweet spot — specifically ZYN Cool Mint Extra Strong or VELO Freezing Peppermint. Mint is by far the most popular choice for people making the switch, and both deliver solid, consistent nicotine. Light smoker? Drop to 3–6 mg/pouch. Heavy smoker? Try 15–20 mg/pouch. Not sure? Start in the middle and adjust from there.
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. The 60-can tier is the sweet spot for most Kiwis: meaningful saving, well under the NZ$1,000 customs threshold, and enough stock to last a few months without reordering constantly. Mix and match brands and flavours — the discount applies regardless.
Are there seasonal delays I should know about?
A few periods worth planning around:
- 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
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. What strength are you using? If you're a heavy smoker on 3–6 mg/pouch, that's likely too low — step up to 8–12 mg/pouch or higher. Are you using them correctly? Pouch goes under your upper lip, not chewed or swallowed — leave it there for 20–30 minutes. Long-time heavy nicotine user? Your tolerance might just be high and you need a stronger option. Also worth knowing: nicotine pouches deliver nicotine more slowly and steadily than cigarettes — it's a different sensation. Give it a bit of time. Still not working? Email us and we'll help find the right product for you.
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: drop down to a lower strength (if you were on 20+ mg/pouch, try 8–12 mg/pouch instead), use it for a shorter time (10–15 minutes rather than 30), and keep it to the side of your mouth rather than front and centre. Build up gradually. There's no prize for the strongest pouch — use what works comfortably for you.
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 CET (that's 9pm–6am NZT in summer, 10pm–7am NZT in winter)
- 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?
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?
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!
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?
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?
What happens to my personal information?
• 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 (DHL, UPS, PostNord) 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 request to see, correct, or delete the data we hold on you, and opt out of marketing at any time via the unsubscribe link in every email. Email [email protected] to exercise any of these rights — no hassles.
How do I find a specific product?
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?
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?
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?
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?
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.
Can I change or cancel my order after placing it?
If it's already shipped, you can refuse delivery when it arrives and we'll refund you once it comes back to us. Best bet is always to double-check your order before hitting confirm.
How do I use a discount code or voucher?
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?
1. At checkout: You tick a box confirming you're 18+
2. At delivery: The courier checks your ID before handing over the parcel
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
How can I save money on my order?
• 10 cans = 10% off
• 30 cans = 12% off
• 60 cans = 14% off
• 100 cans = 16% off
Discounts apply automatically across the full NZ range — mix and match brands and flavours freely.
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 sweet spot: 60 cans at 14% off sits well under the NZ$1,000 customs threshold and gives you a solid few months of stock without reordering constantly.
What's the best way to stock up?
Ordering with mates? Go in together on a bulk order to hit the higher discount tiers. Everyone saves, one delivery to deal with.
Keep it under NZ$1,000 including shipping — that's the threshold to stay under for smooth customs clearance and to ensure your order is treated as personal use.
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?
Express (DHL or UPS): 5–8 working days to New Zealand
Standard (PostNord): 10–15 working days
Auckland, Wellington, and Christchurch are generally faster than rural addresses — add a couple of days if you're further out. Both options include full tracking from our warehouse to your door.
Typical express breakdown:
• Sweden → NZ transit: 4–7 business days
• NZ border clearance: 1–2 business days (occasionally up to 5 if your parcel is pulled for inspection — this is random and doesn't mean anything's wrong)
• Last-mile delivery once cleared: 1–3 business days
If your order hasn't arrived after 14 business days from dispatch, contact us with your order number and we'll get onto the courier straight away.
How much does shipping cost?
Typical range: NZ$40–120 depending on order size and courier. Express (DHL, UPS) costs more than standard (PostNord).
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?
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?
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: It's crossing the Pacific. Tracking often goes still for a day or two while it's on the plane.
• "Arrived in NZ" then nothing: It's in customs clearance — typically 1–3 business days.
• PostNord specifically: Updates are sparse until it reaches NZ, then NZ Post takes over. Use the same tracking number on the NZ Post website.
When to contact us: If there's been no movement for 7+ business days, 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?
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?
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?
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.
AFTER AN ORDER HAS BEEN PLACED
I didn't receive an order confirmation or tracking email – what now?
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.
Can I cancel or change my order?
We can't modify orders once they're in the system, so if you need changes the fastest path is to cancel and reorder. If it's already shipped, you can refuse delivery when it arrives and we'll refund you once it comes back to us.
Best prevention: double-check your products, quantities, and delivery address before hitting confirm.
My package arrived but items are missing or wrong – help!
My package arrived damaged – what now?
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?
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?
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?
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?
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.