Snusdaddy FAQ
Common Questions from Kiwis
Are nicotine pouches legal in New Zealand?
Absolutely. New Zealand law permits individuals to import tobacco-free nicotine pouches for personal use. These products aren't classified as prescription medicines in NZ (unlike across the Tasman), so you can order brands like ZYN, VELO, and Pablo without needing a prescription. The Smokefree Environments and Regulated Products Act 1990 (amended in 2020 and 2023) covers these products. You must be 18 or over ā that's the law. Unlike traditional snus (wet tobacco products banned in most places), tobacco-free nicotine pouches are completely legal here. No grey area whatsoever.
Will I need to pay GST or customs charges?
Orders under NZ$1,000: Most parcels valued below NZ$1,000 (including shipping) clear customs without triggering additional GST or duty payments.
Orders exceeding NZ$1,000: NZ Customs will collect 15% GST plus a small import processing fee before releasing your parcel.
Tobacco excise duty: Our products are 100% tobacco-free, so they're not subject to tobacco excise duties that apply to cigarettes or loose tobacco. All shipments are marked "tobacco-free nicotine products" for correct customs classification.
How much can I order for personal use?
To stay within the "personal use" definition under NZ law, we suggest limiting orders to roughly a 3-month supply. For most customers, this works out to about 30-60 cans per order. Keeping within this range helps ensure smooth processing through Auckland or Christchurch mail centres where international parcels are cleared.
How quickly will my order arrive in New Zealand?
Orders ship from our Lidkƶping, Sweden warehouse and typically take 5-8 working days to reach New Zealand via express carriers (DHL, UPS), or 10-15 working days via PostNord standard. Auckland, Wellington, and Christchurch often receive parcels faster than rural areas. You'll get a tracking number to monitor your parcel's journey from Sweden through NZ customs to your door.
What if my parcel is inspected by NZ Customs?
Customs inspections are routine for international shipments. The Ministry for Primary Industries (MPI) and NZ Customs regularly check overseas parcels. We provide detailed commercial invoices and accurate customs classification codes for tobacco-free nicotine products, so inspected parcels typically clear within 1-3 business days. Our NZ delivery success rate is 99%. If there are delays with customs clearance, we're here to help sort it out.
Which nicotine strength should I start with?
Depends where you're coming from, mate:
- Light smoker (under 10 a day)? Start with 3-6 mg per pouch. Nice and easy, won't knock you around.
- Moderate smoker (10-20 a day)? Go for 8-12 mg. Most popular range for Kiwis making the switch.
- Heavy smoker (20+ a day)? Try 15-20 mg. Solid kick, long-lasting effect.
- Very heavy smoker? 25-50 mg, but these are seriously strong. Only for experienced users.
When in doubt, start lower. You can always move up to something stronger, but starting too strong might put you off.
What happens if my order doesn't arrive or gets lost?
Doesn't happen often, but if it does, we'll sort it. First, check your tracking ā sometimes parcels get held up at customs or a depot. 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 ordering. Second ā when the courier delivers, they'll ask for ID. No valid ID showing you're 18+, they won't hand it over. Driver's licence, passport, 18+ card all work. This double-check ensures 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 ā North Island, South Island, and inhabited offshore islands. Rural delivery takes a bit longer than main centres. Remote locations like Chatham Islands or Stewart Island might take a few extra days. Put your address in at checkout ā if we can ship there, it'll go through. If we genuinely can't deliver (super rare), we'll contact you before processing.
Are these products genuine or fakes?
100% genuine. We work directly with manufacturers ā Swedish Match, BAT, NGP, and all major producers. Our stock comes straight from them, not through dodgy third-party importers. Each can is authentic and 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 ā the fridge is ideal. Seriously, chuck them in the fridge and they'll stay fresher way longer. Keeps flavour sharp and nicotine effective. Avoid hot cars or warm, moist places. Unopened cans last 12-18 months when stored properly (best-before date's on each can). Once opened, use within a few weeks for best results.
Can I buy these in stores or only online?
Currently online-only, which works out better for you. Online means way more variety (200+ flavours vs 10-20 in shops), better prices (no retail markup), and bulk discounts. Plus you don't have to drive around hunting for your brand ā just order from your couch and we'll deliver to your door.
What's the difference between slim, mini, and regular pouches?
It's all about size and fit:
- Slim pouches: Long and thin, comfortable under your lip. Most popular format ā good balance of size and nicotine.
- Mini pouches: Smaller, more discreet. Less nicotine per pouch, easier to hide in meetings.
- Regular pouches: Bigger, more nicotine. More satisfying but less discreet.
Try a few formats and see what you prefer. Personal preference ā some Kiwis swear by slim, others love mini.
Will my neighbours/flatmates know what's in the package?
Nah, plain packaging with no branding or indication of contents. Just looks like a regular parcel. Only the courier knows (for age-verification). Discreet shipping is standard ā we're not broadcasting what you've ordered to your street.
Can I track my order after it's shipped?
Yeah, absolutely. As soon as we dispatch, you'll get an email with a tracking number. Click the link or paste it into the courier website (DHL, UPS, or PostNord) and see exactly where your parcel is. Once in NZ, you can often track through NZ Post using the same number.
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 nicotine hit within a few minutes, then gradual release over time. Some keep them in an hour, others 15 minutes. No hard rule ā do what feels right. When the flavour's gone or no more effect, bin it. You'll figure out your timing quickly.
Can I order as a gift for someone in New Zealand?
Yes, but remember: recipient must be 18+ (courier will verify at delivery), order should stay within personal use quantities (30-60 cans), include recipient's full name and address, and they'll need valid ID when courier delivers. Let them know a parcel is coming so they're prepared.
More Questions About Ordering in NZ
What happens if I'm not home when courier delivers?
They'll leave a card with collection instructions. Because they need to age-verify, they can't just leave it at your door ā someone 18+ needs to sign and show ID. If you know you'll be out, arrange with the courier to leave it with a neighbour (18+) or redirect to your work address. Most couriers attempt delivery 2-3 times before holding at depot for collection.
Can I cancel or change my order after placing it?
If you're quick, yeah. Contact us straight away and we'll see if we can catch it before dispatch from Sweden. Orders are dispatched within 1 business day. If already dispatched, you can refuse delivery or return unopened within 14 days. Best bet: double-check your order before completing purchase.
Are there products you'd recommend for ex-smokers?
For most people coming off cigarettes, we'd suggest ZYN or VELO in 8-12 mg range ā specifically ZYN Cool Mint Extra Strong or VELO Freezing Peppermint. Both are mint flavours (most ex-smokers prefer this), solid nicotine delivery, and most popular with Kiwis making the switch. Light smoker? Drop to 3-6 mg. Heavy smoker? Try 15-20 mg. The 8-12 mg mint pouches are the sweet spot for most transitioning from cigarettes.
What if I'm not happy with the products?
Give us a shout within 30 days and we'll make it right. We're reasonable people running an honest business. If you're not happy, we want to know so we can fix it. Due to hygiene reasons we can't accept returns on opened products, but for genuine quality issues, damaged goods, or wrong items, we'll replace or refund.
Are there seasonal delays I should know about?
Christmas/New Year (mid-Dec to late Jan): High volumes slow processing, some couriers have reduced schedules, customs clearance takes longer.
NZ Public holidays: Waitangi Day, Easter, ANZAC Day, etc. affect processing.
Weather events: Severe weather can delay deliveries, especially rural. We provide realistic delivery estimates based on current conditions.
Troubleshooting Common Issues
Pouches taste stale or weak ā what's wrong?
Few possibilities: Check the best-before date (if expired, contact us for replacement). Been storing them properly? Hot car or warm storage kills freshness fast ā keep them cool, fridge is best. Had the can open for weeks? They dry out and lose potency ā use within a few weeks after opening. If none of those apply and they're genuinely off, get in touch and we'll sort you with fresh stock.
I'm not feeling any effect from the pouches
Could be a few things. What strength are you using? Heavy smoker trying 3-6 mg? Too weak ā step up to 8-12 mg or higher. Are you using them right? Pouch goes under upper lip, not chewed or swallowed. Leave there 20-30 minutes. Long-time heavy nicotine user? Your tolerance might be high ā need stronger pouches. Nicotine pouches hit differently than cigarettes ā slower, steadier release rather than quick hit. Give it time. Still stuck? Contact us and we'll help find the right product.
Pouches are too strong ā feeling dizzy/sick
You've gone too strong too fast. Remove the pouch immediately and drink water. Feeling passes in 10-20 minutes. Next time: use lower strength (if using 20+ mg, drop to 8-12 mg), use for shorter time (10-15 minutes instead of 30), keep it to the side of your mouth rather than front centre. Build up gradually. There's no prize for using the strongest pouches ā use what works comfortably.
Delivery shows "delivered" but I haven't received it
First, check with flatmates or family ā sometimes someone signs without telling you. Check mailbox and around property. Apartment/complex? Sometimes left at reception or with building management. Still can't find it? Contact courier first (use tracking number) ā they can tell you exactly where it was left and who signed. If genuinely missing, contact us and we'll lodge claim with courier and send replacement.
What documentation comes with my NZ shipment?
Every order includes: commercial invoice (itemized with accurate descriptions and values), customs declaration (CN22 or CN23 forms), HS classification codes for tobacco-free nicotine products, English-language health warnings as required by NZ regulations, and 18+ age verification notice on external packaging. This ensures your parcel meets all NZ import requirements and clears customs efficiently.
Still Got Questions?
If your question isn't covered here, no worries ā just get in touch. Our team knows this stuff inside out (we use the products ourselves), so we can give you proper advice, not just read off a script.
How to Reach Us:
- Email: [email protected] ā We usually reply within a few hours during business hours
- Hours: Monday to Friday, 9am - 6pm CET (Central European Time)
We're real people running a real business. You'll get straight answers, honest advice, and no corporate BS. If we don't know something, we'll tell you and find out. If we've stuffed something up, we'll own it and fix it. That's the Kiwi way, and that's how we operate.
When You'll Hear Back:
- Email: Usually within 2-4 hours during business hours, next business day at the latest
- After hours/weekends: We'll get back to you first thing Monday morning
ORDERING AND USING THE SITE
What payment options work in New Zealand?
We've got you sorted with all the payment methods Kiwis actually use:
Credit & Debit Cards: Visa, Mastercard, and American Express
Apple Pay & Google Pay: Quick checkout with your phone or device
Direct Bank Transfer: Transfer straight from your account
All payments are 100% secure and encrypted. Pick whichever method works best for you ā we're not fussed as long as you can pay easily.
Credit & Debit Cards: Visa, Mastercard, and American Express
Apple Pay & Google Pay: Quick checkout with your phone or device
Direct Bank Transfer: Transfer straight from your account
All payments are 100% secure and encrypted. Pick whichever method works best for you ā we're not fussed as long as you can pay easily.
My payment didn't go through ā what now?
Yeah, that's annoying when it happens. Here's what's usually going on:
Most Common Culprit: Your bank has blocked the transaction. NZ banks are pretty cautious about online purchases, especially if it's your first time ordering with us. They might flag it as unusual activity or need you to verify it's really you making the purchase.
Quick Fixes:
ā¢ Try again in a few minutes ā sometimes it just needs a second go
ā¢ Check your banking app ā there might be a notification asking you to approve the payment
ā¢ Make sure you've got enough funds/credit available
ā¢ Try a different card if you have one
Still Not Working?
Give your bank a quick call. Tell them you're trying to make a legitimate purchase from Snusdaddy.co.nz and they'll usually sort it on the spot. Most NZ banks just need to whitelist us and you'll be sweet.
If you're still stuck, contact us at [email protected] and we'll help you figure it out.
Most Common Culprit: Your bank has blocked the transaction. NZ banks are pretty cautious about online purchases, especially if it's your first time ordering with us. They might flag it as unusual activity or need you to verify it's really you making the purchase.
Quick Fixes:
ā¢ Try again in a few minutes ā sometimes it just needs a second go
ā¢ Check your banking app ā there might be a notification asking you to approve the payment
ā¢ Make sure you've got enough funds/credit available
ā¢ Try a different card if you have one
Still Not Working?
Give your bank a quick call. Tell them you're trying to make a legitimate purchase from Snusdaddy.co.nz and they'll usually sort it on the spot. Most NZ banks just need to whitelist us and you'll be sweet.
If you're still stuck, contact us at [email protected] and we'll help you figure it out.
I got an error but money's been taken from my account ā help!
Don't panic, mate ā this happens occasionally and we'll sort it.
What's Probably Happened:
Your payment actually went through fine on our end, but the website glitched and sent you to a blank page or empty cart instead of the confirmation page. Annoying, but fixable.
What to Do:
1. Wait 5-10 minutes and check your email for an order confirmation
2. Check your bank account ā sometimes it's just a pending charge that'll drop off if the order didn't actually process
3. Log into your account on our site and check "My Orders" ā your order might be there even if you didn't see a confirmation
Still Unsure?
Just shoot us an email at [email protected] with:
ā¢ The amount charged
ā¢ Approximate time of the transaction
ā¢ Last 4 digits of the card used
We'll check our system and either confirm your order went through or refund you if it didn't. Easy as. We won't leave you hanging with a charge and no products ā that's not how we roll.
What's Probably Happened:
Your payment actually went through fine on our end, but the website glitched and sent you to a blank page or empty cart instead of the confirmation page. Annoying, but fixable.
What to Do:
1. Wait 5-10 minutes and check your email for an order confirmation
2. Check your bank account ā sometimes it's just a pending charge that'll drop off if the order didn't actually process
3. Log into your account on our site and check "My Orders" ā your order might be there even if you didn't see a confirmation
Still Unsure?
Just shoot us an email at [email protected] with:
ā¢ The amount charged
ā¢ Approximate time of the transaction
ā¢ Last 4 digits of the card used
We'll check our system and either confirm your order went through or refund you if it didn't. Easy as. We won't leave you hanging with a charge and no products ā that's not how we roll.
Should I get an order confirmation email?
Yep, absolutely. You should get a confirmation email within 5-10 minutes of placing your order.
Haven't Received It?
Before you panic, check these spots:
ā¢ Spam/Junk folder: Sometimes our emails end up there (annoying, we know)
ā¢ Promotions tab: If you use Gmail, check the Promotions or Updates tabs
ā¢ Trash: Occasionally overzealous filters bin them automatically
ā¢ Other folders: Some email providers auto-sort newsletters and receipts
Still Nothing After 30 Minutes?
Two options:
1. Log into your account on our site and check "My Orders" ā your order should be visible there
2. Contact us at [email protected]
We'll resend your confirmation or let you know if something went wrong with the order. Either way, we'll get you sorted.
Haven't Received It?
Before you panic, check these spots:
ā¢ Spam/Junk folder: Sometimes our emails end up there (annoying, we know)
ā¢ Promotions tab: If you use Gmail, check the Promotions or Updates tabs
ā¢ Trash: Occasionally overzealous filters bin them automatically
ā¢ Other folders: Some email providers auto-sort newsletters and receipts
Still Nothing After 30 Minutes?
Two options:
1. Log into your account on our site and check "My Orders" ā your order should be visible there
2. Contact us at [email protected]
We'll resend your confirmation or let you know if something went wrong with the order. Either way, we'll get you sorted.
How safe is my credit card information?
Super safe, mate. We take payment security seriously.
Here's How We Keep Your Data Secure:
ā¢ All payments are processed through certified payment gateways (Stripe and others) that meet international security standards
ā¢ We use SSL encryption (that's the padlock you see in your browser) for all transactions
ā¢ We don't actually store your full credit card details on our servers ā the payment processors handle that
ā¢ All transactions are PCI-DSS compliant (that's the payment card industry's security standard)
What This Means for You:
Your card details are encrypted during transmission and we never see or store your full card number. Even if someone somehow hacked our systems (they won't, but hypothetically), there's no credit card data to steal because we don't have it.
Basically, buying from us is as safe as buying from any major NZ retailer. Your money and your data are protected.
Here's How We Keep Your Data Secure:
ā¢ All payments are processed through certified payment gateways (Stripe and others) that meet international security standards
ā¢ We use SSL encryption (that's the padlock you see in your browser) for all transactions
ā¢ We don't actually store your full credit card details on our servers ā the payment processors handle that
ā¢ All transactions are PCI-DSS compliant (that's the payment card industry's security standard)
What This Means for You:
Your card details are encrypted during transmission and we never see or store your full card number. Even if someone somehow hacked our systems (they won't, but hypothetically), there's no credit card data to steal because we don't have it.
Basically, buying from us is as safe as buying from any major NZ retailer. Your money and your data are protected.
What happens to my personal information?
Your privacy matters to us, and we handle your info carefully. Here's the straight goods on what we do with your data:
What We Use Your Info For:
ā¢ Processing and delivering your orders
ā¢ Sending you order updates and tracking info
ā¢ Customer service (if you contact us with questions)
ā¢ Occasional marketing (product recommendations, deals, new stock alerts) ā but only if you're cool with that
Who We Share With:
We only share the bare minimum with:
ā¢ Courier companies (DHL, UPS, PostNord) ā they need your address to deliver, obviously
ā¢ Payment processors (Stripe, etc.) ā to handle transactions securely
ā¢ Age verification ā we need to confirm you're 18+, as required by NZ law
We do NOT sell your data to third parties, spam you relentlessly, or do anything dodgy with your information.
Your Rights (Privacy Act 2020):
ā¢ You can request to see what data we have on you ā free of charge
ā¢ You can ask us to correct any incorrect information
ā¢ You can request we delete your data (unless we legally need to keep it for tax/compliance reasons)
ā¢ You can opt out of marketing emails at any time (there's an unsubscribe link in every email)
Want to Exercise These Rights?
Just email us at [email protected] and we'll sort it out. No hassles, no arguments ā it's your data and you're in control.
What We Use Your Info For:
ā¢ Processing and delivering your orders
ā¢ Sending you order updates and tracking info
ā¢ Customer service (if you contact us with questions)
ā¢ Occasional marketing (product recommendations, deals, new stock alerts) ā but only if you're cool with that
Who We Share With:
We only share the bare minimum with:
ā¢ Courier companies (DHL, UPS, PostNord) ā they need your address to deliver, obviously
ā¢ Payment processors (Stripe, etc.) ā to handle transactions securely
ā¢ Age verification ā we need to confirm you're 18+, as required by NZ law
We do NOT sell your data to third parties, spam you relentlessly, or do anything dodgy with your information.
Your Rights (Privacy Act 2020):
ā¢ You can request to see what data we have on you ā free of charge
ā¢ You can ask us to correct any incorrect information
ā¢ You can request we delete your data (unless we legally need to keep it for tax/compliance reasons)
ā¢ You can opt out of marketing emails at any time (there's an unsubscribe link in every email)
Want to Exercise These Rights?
Just email us at [email protected] and we'll sort it out. No hassles, no arguments ā it's your data and you're in control.
How do I search for a specific product?
Dead simple, mate:
Option 1 ā Search Bar:
Click the magnifying glass icon at the top of the page, type in what you're after (brand name, flavour, strength, whatever), and hit enter. Our search is pretty smart ā it'll find what you need even if you don't spell it perfectly.
Option 2 ā Browse Categories:
Use the menu to browse by:
ā¢ Brand (ZYN, VELO, Pablo, etc.)
ā¢ Strength (Beginner, Regular, Strong, Extra Strong)
ā¢ Flavour (Mint, Fruit, Coffee, etc.)
ā¢ Deals (Weekly Specials, Short Dates, etc.)
Pro Tips:
ā¢ Search by brand name if you know what you want: "ZYN", "VELO", "Pablo"
ā¢ Search by flavour: "mint", "berry", "coffee"
ā¢ Search by strength: "extra strong", "50mg", "light"
ā¢ Use filters on the left side to narrow down results
Can't find what you're after? Give us a shout at [email protected] ā we'll help you track it down or suggest something similar.
Option 1 ā Search Bar:
Click the magnifying glass icon at the top of the page, type in what you're after (brand name, flavour, strength, whatever), and hit enter. Our search is pretty smart ā it'll find what you need even if you don't spell it perfectly.
Option 2 ā Browse Categories:
Use the menu to browse by:
ā¢ Brand (ZYN, VELO, Pablo, etc.)
ā¢ Strength (Beginner, Regular, Strong, Extra Strong)
ā¢ Flavour (Mint, Fruit, Coffee, etc.)
ā¢ Deals (Weekly Specials, Short Dates, etc.)
Pro Tips:
ā¢ Search by brand name if you know what you want: "ZYN", "VELO", "Pablo"
ā¢ Search by flavour: "mint", "berry", "coffee"
ā¢ Search by strength: "extra strong", "50mg", "light"
ā¢ Use filters on the left side to narrow down results
Can't find what you're after? Give us a shout at [email protected] ā we'll help you track it down or suggest something similar.
Product's out of stock ā what are my options?
Yeah, we know it's frustrating when your favourite product's sold out. Here's what you can do:
Option 1 ā Get Notified When It's Back (Recommended):
On the product page, there's a "Notify Me When Available" button. Click it, chuck in your email, and we'll ping you as soon as it's back in stock. No need to keep checking the site ā we'll do the work for you.
Option 2 ā Check Similar Products:
Scroll down on the product page and we'll show you similar alternatives that are in stock. Often these are just as good (sometimes better!) than what you were originally after.
Option 3 ā Contact Us for ETA:
Email [email protected] and ask when we expect to have it back. We can usually give you a rough timeframe and might even suggest something similar to tide you over.
Why Do Things Go Out of Stock?
Sometimes products are just really popular and we sell out between shipments. Other times there's supply issues from the manufacturer. We do our best to keep everything in stock, but occasionally stuff sells faster than we can restock it. The notify feature is honestly your best bet ā you'll be first to know when it's available again.
Option 1 ā Get Notified When It's Back (Recommended):
On the product page, there's a "Notify Me When Available" button. Click it, chuck in your email, and we'll ping you as soon as it's back in stock. No need to keep checking the site ā we'll do the work for you.
Option 2 ā Check Similar Products:
Scroll down on the product page and we'll show you similar alternatives that are in stock. Often these are just as good (sometimes better!) than what you were originally after.
Option 3 ā Contact Us for ETA:
Email [email protected] and ask when we expect to have it back. We can usually give you a rough timeframe and might even suggest something similar to tide you over.
Why Do Things Go Out of Stock?
Sometimes products are just really popular and we sell out between shipments. Other times there's supply issues from the manufacturer. We do our best to keep everything in stock, but occasionally stuff sells faster than we can restock it. The notify feature is honestly your best bet ā you'll be first to know when it's available again.
What if a product gets discontinued?
Yeah, that's gutting when it happens. Manufacturers discontinue products all the time ā usually because they're replacing them with something new, or sales weren't strong enough globally (even if you loved it).
What We Do to Help:
When a product gets discontinued, we mark it clearly on our site. If you search for it or click an old link, we'll automatically suggest alternatives that we reckon are similar. We base these suggestions on:
ā¢ Same brand, different flavour
ā¢ Same flavour, different brand
ā¢ Same strength and format
ā¢ What other customers who bought that product also purchased
Need More Help Choosing?
Contact us at [email protected]. Tell us what you loved about the discontinued product (flavour, strength, format) and we'll give you personalised recommendations. Our team actually uses these products ourselves, so we can give you proper advice, not just generic suggestions.
Pro Tip:
If you've found a product you absolutely love, consider stocking up with our bulk discounts. That way if it does get discontinued, you've got a supply to see you through while you find a new favourite. Just saying!
What We Do to Help:
When a product gets discontinued, we mark it clearly on our site. If you search for it or click an old link, we'll automatically suggest alternatives that we reckon are similar. We base these suggestions on:
ā¢ Same brand, different flavour
ā¢ Same flavour, different brand
ā¢ Same strength and format
ā¢ What other customers who bought that product also purchased
Need More Help Choosing?
Contact us at [email protected]. Tell us what you loved about the discontinued product (flavour, strength, format) and we'll give you personalised recommendations. Our team actually uses these products ourselves, so we can give you proper advice, not just generic suggestions.
Pro Tip:
If you've found a product you absolutely love, consider stocking up with our bulk discounts. That way if it does get discontinued, you've got a supply to see you through while you find a new favourite. Just saying!
How do I place an order?
Super straightforward, mate. Here's the step-by-step:
Step 1 ā Find Your Products:
ā¢ Browse by brand, flavour, or strength (use the menu at the top)
ā¢ Or use the search bar to find exactly what you want
ā¢ Click on a product to see more details
Step 2 ā Add to Cart:
ā¢ Choose your quantity (remember: bulk buying = bigger discounts!)
ā¢ Click "Add to Cart"
ā¢ Keep shopping or click the cart icon to review
Step 3 ā Review Your Cart:
ā¢ Check you've got the right products and quantities
ā¢ You'll see your bulk discount automatically applied
ā¢ Use the + and ā buttons to adjust quantities if needed
ā¢ Click "Proceed to Checkout" when you're happy
Step 4 ā Enter Delivery Details:
ā¢ Fill in your name and delivery address
ā¢ Choose your preferred courier (we'll show you the options and delivery times)
ā¢ Double-check everything's correct ā saves hassles later
Step 5 ā Payment:
ā¢ Choose your payment method (card, Apple Pay, Google Pay, or bank transfer)
ā¢ Fill in payment details securely
ā¢ Tick the box to accept our terms and conditions (you're confirming you're 18+)
ā¢ Click "Complete Order" or "Pay Now"
Step 6 ā Confirmation:
ā¢ You should see a confirmation page immediately
ā¢ Check your email for the order confirmation (within 5-10 minutes)
ā¢ You'll get another email with tracking info once we dispatch it
Need Help at Any Step?
There's a help chat on the site, or you can email [email protected]. We're here to help you out.
Step 1 ā Find Your Products:
ā¢ Browse by brand, flavour, or strength (use the menu at the top)
ā¢ Or use the search bar to find exactly what you want
ā¢ Click on a product to see more details
Step 2 ā Add to Cart:
ā¢ Choose your quantity (remember: bulk buying = bigger discounts!)
ā¢ Click "Add to Cart"
ā¢ Keep shopping or click the cart icon to review
Step 3 ā Review Your Cart:
ā¢ Check you've got the right products and quantities
ā¢ You'll see your bulk discount automatically applied
ā¢ Use the + and ā buttons to adjust quantities if needed
ā¢ Click "Proceed to Checkout" when you're happy
Step 4 ā Enter Delivery Details:
ā¢ Fill in your name and delivery address
ā¢ Choose your preferred courier (we'll show you the options and delivery times)
ā¢ Double-check everything's correct ā saves hassles later
Step 5 ā Payment:
ā¢ Choose your payment method (card, Apple Pay, Google Pay, or bank transfer)
ā¢ Fill in payment details securely
ā¢ Tick the box to accept our terms and conditions (you're confirming you're 18+)
ā¢ Click "Complete Order" or "Pay Now"
Step 6 ā Confirmation:
ā¢ You should see a confirmation page immediately
ā¢ Check your email for the order confirmation (within 5-10 minutes)
ā¢ You'll get another email with tracking info once we dispatch it
Need Help at Any Step?
There's a help chat on the site, or you can email [email protected]. We're here to help you out.
Do I need to create an account to order?
Nah, you can checkout as a guest if you want ā no account required.
But Creating an Account Has Perks:
ā¢ Save your delivery address for faster checkout next time
ā¢ View your order history
ā¢ Track your orders easily
ā¢ Save your favourite products
ā¢ Get exclusive member-only deals
ā¢ Easier returns/exchanges if needed
Creating an Account is Quick:
Just email and password ā takes 30 seconds. You can do it during checkout or beforehand. Up to you, mate ā we won't force you either way.
But Creating an Account Has Perks:
ā¢ Save your delivery address for faster checkout next time
ā¢ View your order history
ā¢ Track your orders easily
ā¢ Save your favourite products
ā¢ Get exclusive member-only deals
ā¢ Easier returns/exchanges if needed
Creating an Account is Quick:
Just email and password ā takes 30 seconds. You can do it during checkout or beforehand. Up to you, mate ā we won't force you either way.
Can I change or cancel my order after placing it?
Maybe, depends how quick you are!
If You're Fast:
Contact us immediately at [email protected]. Orders are dispatched within 1 business day, so get in touch as soon as possible and we'll do our best to catch it before it ships. No dramas.
If It's Already Shipped:
Once it's dispatched, we can't pull it back. But you've got options:
ā¢ Refuse delivery when the courier arrives (it'll come back to us and we'll refund you)
ā¢ Return it unopened within 14 days for a refund (you pay return postage)
Pro Tip:
Double-check your order before clicking "Complete Order" ā saves everyone hassle. Make sure you've got the right products, quantities, and delivery address. Takes 30 seconds and prevents headaches later.
If You're Fast:
Contact us immediately at [email protected]. Orders are dispatched within 1 business day, so get in touch as soon as possible and we'll do our best to catch it before it ships. No dramas.
If It's Already Shipped:
Once it's dispatched, we can't pull it back. But you've got options:
ā¢ Refuse delivery when the courier arrives (it'll come back to us and we'll refund you)
ā¢ Return it unopened within 14 days for a refund (you pay return postage)
Pro Tip:
Double-check your order before clicking "Complete Order" ā saves everyone hassle. Make sure you've got the right products, quantities, and delivery address. Takes 30 seconds and prevents headaches later.
How do I use a discount code or voucher?
Easy as, mate:
At Checkout:
1. Add your products to cart and proceed to checkout
2. Look for the "Discount Code" or "Voucher Code" field (usually near the payment section)
3. Enter your code exactly as it appears (case-sensitive sometimes)
4. Click "Apply"
5. Your discount should show up immediately, reducing your total
Code Not Working?
Check these common issues:
ā¢ Is the code still valid? (Check the expiry date)
ā¢ Have you already used it? (Most codes are one-use only)
ā¢ Does your order meet the minimum spend? (Some codes require you to spend over a certain amount)
ā¢ Are you trying to stack multiple codes? (Usually only one discount code per order)
ā¢ Is it typed correctly? (Copy and paste it to be sure)
Still Not Working?
Contact us at [email protected] with the code you're trying to use and we'll sort it out or apply it manually if it's valid.
At Checkout:
1. Add your products to cart and proceed to checkout
2. Look for the "Discount Code" or "Voucher Code" field (usually near the payment section)
3. Enter your code exactly as it appears (case-sensitive sometimes)
4. Click "Apply"
5. Your discount should show up immediately, reducing your total
Code Not Working?
Check these common issues:
ā¢ Is the code still valid? (Check the expiry date)
ā¢ Have you already used it? (Most codes are one-use only)
ā¢ Does your order meet the minimum spend? (Some codes require you to spend over a certain amount)
ā¢ Are you trying to stack multiple codes? (Usually only one discount code per order)
ā¢ Is it typed correctly? (Copy and paste it to be sure)
Still Not Working?
Contact us at [email protected] with the code you're trying to use and we'll sort it out or apply it manually if it's valid.
Why do I need to verify my age?
Because it's the law in New Zealand ā and we take it seriously.
Legal Requirement:
Under the Smokefree Environments and Regulated Products Act, nicotine products can only be sold to people aged 18 and over. We're legally required to verify your age before selling to you. It's not optional ā if we don't do it, we're breaking the law and could lose our license to operate.
How We Verify:
1. Online: When you order, you tick a box confirming you're 18+
2. At Delivery: The courier will ask for ID and only hand over the parcel if you can prove you're 18 or over
What ID Works?
ā¢ NZ Driver's Licence
ā¢ Passport
ā¢ 18+ Card
ā¢ Any government-issued photo ID showing your date of birth
No ID? No Delivery:
If you can't show valid ID proving you're 18+, the courier won't hand over your parcel. They'll return it to us and we'll refund you. It's strict, but that's the law and we've got to follow it.
Why So Strict?
Nicotine is addictive and can harm young people's development. We don't want these products ending up with anyone under 18. The double-verification system (online + courier check) ensures we're doing everything possible to comply with the law and protect young people.
Legal Requirement:
Under the Smokefree Environments and Regulated Products Act, nicotine products can only be sold to people aged 18 and over. We're legally required to verify your age before selling to you. It's not optional ā if we don't do it, we're breaking the law and could lose our license to operate.
How We Verify:
1. Online: When you order, you tick a box confirming you're 18+
2. At Delivery: The courier will ask for ID and only hand over the parcel if you can prove you're 18 or over
What ID Works?
ā¢ NZ Driver's Licence
ā¢ Passport
ā¢ 18+ Card
ā¢ Any government-issued photo ID showing your date of birth
No ID? No Delivery:
If you can't show valid ID proving you're 18+, the courier won't hand over your parcel. They'll return it to us and we'll refund you. It's strict, but that's the law and we've got to follow it.
Why So Strict?
Nicotine is addictive and can harm young people's development. We don't want these products ending up with anyone under 18. The double-verification system (online + courier check) ensures we're doing everything possible to comply with the law and protect young people.
ORDERING TIPS FOR KIWIS
How can I save money on my order?
Heaps of ways to save, mate:
1. Bulk Discounts (Easiest Way):
ā¢ 10 cans = 10% off
ā¢ 30 cans = 12% off
ā¢ 60 cans = 14% off
ā¢ 100 cans = 16% off
2. Weekly Specials:
Check our "Deal of the Week" ā up to 40% off selected products. Changes every week.
3. Short Date Products:
Products approaching their best-before date are up to 80% off. Still perfectly good, just need to be used sooner.
Pro Tip:
Combine bulk buying with weekly specials for maximum savings. Stock up when your favourite brands are on sale and save heaps.
1. Bulk Discounts (Easiest Way):
ā¢ 10 cans = 10% off
ā¢ 30 cans = 12% off
ā¢ 60 cans = 14% off
ā¢ 100 cans = 16% off
2. Weekly Specials:
Check our "Deal of the Week" ā up to 40% off selected products. Changes every week.
3. Short Date Products:
Products approaching their best-before date are up to 80% off. Still perfectly good, just need to be used sooner.
Pro Tip:
Combine bulk buying with weekly specials for maximum savings. Stock up when your favourite brands are on sale and save heaps.
What's the best way to stock up?
Here's the smart way to do it:
For Solo Buyers:
ā¢ Buy 60-100 cans of your favourites to get maximum discount (14-16% off)
ā¢ Mix different flavours within the same brand if you like variety
ā¢ Keep them in the fridge ā they'll stay fresh for months
For Groups/Mates:
ā¢ Go in together on a bulk order to hit the higher discount tiers
ā¢ Everyone saves money and you only deal with one delivery
Storage Tips:
ā¢ Fridge is best for long-term storage
ā¢ Unopened cans last 12-18 months
ā¢ Buy within your usage pattern ā no point buying 100 cans if it'll take you 3 years to use them
Smart Strategy:
Find 2-3 flavours you love, buy 30-40 cans of each when they're on special, stick them in the fridge. You'll save heaps and always have stock.
For Solo Buyers:
ā¢ Buy 60-100 cans of your favourites to get maximum discount (14-16% off)
ā¢ Mix different flavours within the same brand if you like variety
ā¢ Keep them in the fridge ā they'll stay fresh for months
For Groups/Mates:
ā¢ Go in together on a bulk order to hit the higher discount tiers
ā¢ Everyone saves money and you only deal with one delivery
Storage Tips:
ā¢ Fridge is best for long-term storage
ā¢ Unopened cans last 12-18 months
ā¢ Buy within your usage pattern ā no point buying 100 cans if it'll take you 3 years to use them
Smart Strategy:
Find 2-3 flavours you love, buy 30-40 cans of each when they're on special, stick them in the fridge. You'll save heaps and always have stock.
SHIPPING
Where do you ship from?
We ship from our warehouse in Lidkƶping, Sweden. All products are dispatched from Sweden and shipped directly to New Zealand. Orders are dispatched within 1 business day of being placed.
How long does shipping to New Zealand take?
Delivery to New Zealand typically takes 5-8 working days via express carriers (DHL or UPS), or 10-15 working days via PostNord standard.
What Affects Delivery Time:
ā¢ Location: Auckland, Wellington, and Christchurch are usually faster; rural areas take a bit longer
ā¢ Shipping method: Express (DHL, UPS) is faster than standard (PostNord)
ā¢ Customs processing: Your parcel needs to clear NZ customs, which can add 1-2 days
ā¢ Dispatch timing: Orders are dispatched within 1 business day from Sweden
Typical Timeline (Express):
ā¢ Order placed: Day 0
ā¢ Dispatched from Sweden: Day 0-1
ā¢ In transit: 5-8 business days
ā¢ Delivered to you: Usually within 5-10 days total from order
You'll get a tracking number via email once your order ships, so you can follow its journey from Sweden to New Zealand.
What Affects Delivery Time:
ā¢ Location: Auckland, Wellington, and Christchurch are usually faster; rural areas take a bit longer
ā¢ Shipping method: Express (DHL, UPS) is faster than standard (PostNord)
ā¢ Customs processing: Your parcel needs to clear NZ customs, which can add 1-2 days
ā¢ Dispatch timing: Orders are dispatched within 1 business day from Sweden
Typical Timeline (Express):
ā¢ Order placed: Day 0
ā¢ Dispatched from Sweden: Day 0-1
ā¢ In transit: 5-8 business days
ā¢ Delivered to you: Usually within 5-10 days total from order
You'll get a tracking number via email once your order ships, so you can follow its journey from Sweden to New Zealand.
Do I need to pay customs fees or import duties?
This is your responsibility to check and pay, mate. Here's the honest truth:
What You Need to Know:
New Zealand has import rules and customs regulations that apply to nicotine products. You as the buyer are responsible for:
ā¢ Understanding NZ's import rules for tobacco-free nicotine pouches
ā¢ Paying any customs fees, duties, or GST that apply
ā¢ Ensuring the products are legal to import into New Zealand
We Can't Help With This:
We ship from Sweden and can't provide specific advice about NZ customs regulations because they can change and vary by product type and order value. You need to check with NZ Customs or relevant authorities before ordering.
Our Responsibility:
We're responsible for getting the parcel to New Zealand and declaring it properly to customs. What happens after that ā fees, clearance, potential seizure ā is between you and NZ Customs. We cannot offer refunds or replacements if goods are seized at customs.
Before You Order:
Make sure you understand:
ā¢ Are tobacco-free nicotine pouches legal to import into NZ? (Currently yes, but check for updates)
ā¢ What's the GST threshold for imports?
ā¢ Will you need to pay duties on your order value?
ā¢ Are there quantity limits?
Check the NZ Customs website or contact them directly if you're unsure. Once you place an order, you're accepting responsibility for any fees or consequences related to importing the goods.
What You Need to Know:
New Zealand has import rules and customs regulations that apply to nicotine products. You as the buyer are responsible for:
ā¢ Understanding NZ's import rules for tobacco-free nicotine pouches
ā¢ Paying any customs fees, duties, or GST that apply
ā¢ Ensuring the products are legal to import into New Zealand
We Can't Help With This:
We ship from Sweden and can't provide specific advice about NZ customs regulations because they can change and vary by product type and order value. You need to check with NZ Customs or relevant authorities before ordering.
Our Responsibility:
We're responsible for getting the parcel to New Zealand and declaring it properly to customs. What happens after that ā fees, clearance, potential seizure ā is between you and NZ Customs. We cannot offer refunds or replacements if goods are seized at customs.
Before You Order:
Make sure you understand:
ā¢ Are tobacco-free nicotine pouches legal to import into NZ? (Currently yes, but check for updates)
ā¢ What's the GST threshold for imports?
ā¢ Will you need to pay duties on your order value?
ā¢ Are there quantity limits?
Check the NZ Customs website or contact them directly if you're unsure. Once you place an order, you're accepting responsibility for any fees or consequences related to importing the goods.
Do I need to sign for the package?
Yep, absolutely. An adult signature is required upon delivery.
Why the Signature Requirement?
To make sure our products don't end up in the wrong hands. These are nicotine products that can only be sold to adults (18+ in New Zealand). The courier will need someone to sign for the parcel and may ask for ID to verify age.
What This Means:
ā¢ Someone 18+ needs to be present when the courier delivers
ā¢ They may need to show ID (driver's licence, passport, etc.)
ā¢ The parcel can't just be left at your door without signature
If no one's home, the courier will usually leave a card with instructions for redelivery or pickup.
Why the Signature Requirement?
To make sure our products don't end up in the wrong hands. These are nicotine products that can only be sold to adults (18+ in New Zealand). The courier will need someone to sign for the parcel and may ask for ID to verify age.
What This Means:
ā¢ Someone 18+ needs to be present when the courier delivers
ā¢ They may need to show ID (driver's licence, passport, etc.)
ā¢ The parcel can't just be left at your door without signature
If no one's home, the courier will usually leave a card with instructions for redelivery or pickup.
I'm at work during the day ā how can I receive my delivery?
Yeah, this is a common issue. Here are your options:
Option 1 ā Deliver to Your Workplace:
Put your work address as the delivery address. Just make sure someone 18+ will be there to sign for it.
Option 2 ā Deliver to Someone Else:
Have it sent to a mate, family member, or neighbour who's home during the day. They'll need to be 18+ to sign for it.
Option 3 ā Arrange with Courier:
Once you have your tracking number, you can sometimes contact the courier to arrange a specific delivery time or location. This depends on which carrier is handling your shipment.
Get in Touch:
If you need help figuring out the best option, email us at [email protected] and we'll work something out with you.
Option 1 ā Deliver to Your Workplace:
Put your work address as the delivery address. Just make sure someone 18+ will be there to sign for it.
Option 2 ā Deliver to Someone Else:
Have it sent to a mate, family member, or neighbour who's home during the day. They'll need to be 18+ to sign for it.
Option 3 ā Arrange with Courier:
Once you have your tracking number, you can sometimes contact the courier to arrange a specific delivery time or location. This depends on which carrier is handling your shipment.
Get in Touch:
If you need help figuring out the best option, email us at [email protected] and we'll work something out with you.
Can I have it delivered to a hotel or temporary address?
You can, but there are risks you need to understand:
Yes, You Can Order to Temporary Addresses:
Hotels, motels, Airbnbs, friend's places ā all fine. Just make sure:
ā¢ The address is correct and complete
ā¢ Someone 18+ can sign for it
ā¢ They know you're expecting a parcel
But Here's the Important Bit:
We can never guarantee delivery within a specific timeframe. Express shipping typically takes 5-8 working days from Sweden, but things can delay it (customs, weather, carrier issues). If you're only at a location for a few days, there's a genuine risk the parcel might not arrive in time.
No Refunds for Travel Issues:
If you order while travelling and the delivery doesn't work out because you've left the location or weren't present, we cannot offer a refund. Coordinating deliveries and changing addresses while you're on the move is complicated and often doesn't work out.
Better Option:
If you're travelling around NZ, have it sent to a permanent address where someone can hold it for you. Much safer bet.
Yes, You Can Order to Temporary Addresses:
Hotels, motels, Airbnbs, friend's places ā all fine. Just make sure:
ā¢ The address is correct and complete
ā¢ Someone 18+ can sign for it
ā¢ They know you're expecting a parcel
But Here's the Important Bit:
We can never guarantee delivery within a specific timeframe. Express shipping typically takes 5-8 working days from Sweden, but things can delay it (customs, weather, carrier issues). If you're only at a location for a few days, there's a genuine risk the parcel might not arrive in time.
No Refunds for Travel Issues:
If you order while travelling and the delivery doesn't work out because you've left the location or weren't present, we cannot offer a refund. Coordinating deliveries and changing addresses while you're on the move is complicated and often doesn't work out.
Better Option:
If you're travelling around NZ, have it sent to a permanent address where someone can hold it for you. Much safer bet.
What can delay my shipment?
Quite a few things, unfortunately ā but delays aren't super common. Here's what can slow things down:
Common Delays:
ā¢ Customs processing: Sometimes NZ Customs holds parcels for inspection
ā¢ Weather: Severe weather in Europe, NZ, or along the shipping route
ā¢ Carrier issues: Machine failure, sorting errors, staff shortages
ā¢ Address problems: Incorrect or incomplete addresses need clarification
ā¢ Missing information: If customs needs additional documentation
ā¢ Warehouse errors: Occasionally things get held up at our Swedish warehouse
ā¢ Peak periods: Christmas, Chinese New Year ā everything slows down globally
ā¢ Failed delivery attempts: If no one's home to sign, courier tries again
Important to Know:
The estimated delivery time of 5-8 working days (express) is a guideline, not a guarantee. It's based on normal conditions with no issues. Most shipments arrive within this timeframe, but occasionally things take longer and there's nothing we can do about it.
Track Your Parcel:
Use the tracking number we email you. If tracking shows no movement for 5+ days, or if something looks wrong, contact us at [email protected] and we'll investigate with the carrier.
Common Delays:
ā¢ Customs processing: Sometimes NZ Customs holds parcels for inspection
ā¢ Weather: Severe weather in Europe, NZ, or along the shipping route
ā¢ Carrier issues: Machine failure, sorting errors, staff shortages
ā¢ Address problems: Incorrect or incomplete addresses need clarification
ā¢ Missing information: If customs needs additional documentation
ā¢ Warehouse errors: Occasionally things get held up at our Swedish warehouse
ā¢ Peak periods: Christmas, Chinese New Year ā everything slows down globally
ā¢ Failed delivery attempts: If no one's home to sign, courier tries again
Important to Know:
The estimated delivery time of 5-8 working days (express) is a guideline, not a guarantee. It's based on normal conditions with no issues. Most shipments arrive within this timeframe, but occasionally things take longer and there's nothing we can do about it.
Track Your Parcel:
Use the tracking number we email you. If tracking shows no movement for 5+ days, or if something looks wrong, contact us at [email protected] and we'll investigate with the carrier.
When will my order be dispatched from Sweden?
All orders are dispatched within 1 business day from our Lidkƶping warehouse.
Weekend Orders:
Orders placed on Saturday or Sunday are dispatched on Monday. In Sweden, Saturdays and Sundays are not business days.
Swedish Public Holidays:
Our shipping suppliers don't pick up goods on Swedish public holidays. For example, if you order on Friday and Monday is a Swedish holiday, your order ships Tuesday.
Key Swedish Holidays That Affect Shipping:
ā¢ New Year's Day
ā¢ Easter (Good Friday through Easter Monday)
ā¢ May 1st (Labour Day)
ā¢ Ascension Day (in May)
ā¢ Midsummer (late June)
ā¢ Christmas/New Year period
Time Zone Reminder:
We operate on Central European Time (CET/CEST). That's 11-12 hours behind New Zealand Time, depending on daylight savings.
Tracking Info:
You'll get an email with tracking information once your order ships from Sweden.
Weekend Orders:
Orders placed on Saturday or Sunday are dispatched on Monday. In Sweden, Saturdays and Sundays are not business days.
Swedish Public Holidays:
Our shipping suppliers don't pick up goods on Swedish public holidays. For example, if you order on Friday and Monday is a Swedish holiday, your order ships Tuesday.
Key Swedish Holidays That Affect Shipping:
ā¢ New Year's Day
ā¢ Easter (Good Friday through Easter Monday)
ā¢ May 1st (Labour Day)
ā¢ Ascension Day (in May)
ā¢ Midsummer (late June)
ā¢ Christmas/New Year period
Time Zone Reminder:
We operate on Central European Time (CET/CEST). That's 11-12 hours behind New Zealand Time, depending on daylight savings.
Tracking Info:
You'll get an email with tracking information once your order ships from Sweden.
Do you deliver to PO Boxes?
Nah, sorry ā we can't deliver to PO Boxes.
Why Not?
Because an adult signature is required upon delivery, and that doesn't work with PO Box collection. The courier needs to hand the parcel directly to someone who can sign for it.
What If I Only Have a PO Box?
You'll need to provide a physical street address where someone 18+ can receive the parcel. Options:
ā¢ Your work address
ā¢ A friend or family member's house
ā¢ Your actual residential address
We Try to Catch These:
We monitor for PO Box addresses and try to stop orders going through, but occasionally one slips past. If that happens and delivery fails, you'll need to either provide an alternative physical address or accept a refund.
We cannot take responsibility for failed deliveries to PO Boxes ā please use a physical street address.
Why Not?
Because an adult signature is required upon delivery, and that doesn't work with PO Box collection. The courier needs to hand the parcel directly to someone who can sign for it.
What If I Only Have a PO Box?
You'll need to provide a physical street address where someone 18+ can receive the parcel. Options:
ā¢ Your work address
ā¢ A friend or family member's house
ā¢ Your actual residential address
We Try to Catch These:
We monitor for PO Box addresses and try to stop orders going through, but occasionally one slips past. If that happens and delivery fails, you'll need to either provide an alternative physical address or accept a refund.
We cannot take responsibility for failed deliveries to PO Boxes ā please use a physical street address.
I entered the wrong delivery address ā what do I do?
Contact us ASAP at [email protected].
What to Include in Your Email:
ā¢ Your order number
ā¢ The incorrect address you entered
ā¢ The correct address you need it sent to
If We Catch It Early:
If we haven't dispatched it from Sweden yet, we can fix it ā no worries. Just send us the details quickly.
If It's Already Shipped:
Once it's left Sweden, changing the address becomes very difficult or impossible. It depends on which carrier and where exactly the parcel is. We'll try, but can't guarantee success.
If It Can't Be Redirected:
If we can't change the address and it gets delivered to the wrong location or returned to us, we'll work out a solution. This might involve reshipping (you'd cover the shipping cost) or a refund, depending on the circumstances.
Pro Tip:
Double-check your delivery address before completing your order. Make sure you've got:
ā¢ Correct street number and name
ā¢ Suburb/city
ā¢ Postcode
ā¢ New Zealand (country)
ā¢ Any special delivery instructions
Takes 10 seconds and saves massive headaches later.
What to Include in Your Email:
ā¢ Your order number
ā¢ The incorrect address you entered
ā¢ The correct address you need it sent to
If We Catch It Early:
If we haven't dispatched it from Sweden yet, we can fix it ā no worries. Just send us the details quickly.
If It's Already Shipped:
Once it's left Sweden, changing the address becomes very difficult or impossible. It depends on which carrier and where exactly the parcel is. We'll try, but can't guarantee success.
If It Can't Be Redirected:
If we can't change the address and it gets delivered to the wrong location or returned to us, we'll work out a solution. This might involve reshipping (you'd cover the shipping cost) or a refund, depending on the circumstances.
Pro Tip:
Double-check your delivery address before completing your order. Make sure you've got:
ā¢ Correct street number and name
ā¢ Suburb/city
ā¢ Postcode
ā¢ New Zealand (country)
ā¢ Any special delivery instructions
Takes 10 seconds and saves massive headaches later.
Which shipping companies do you use for New Zealand?
We use three international carriers depending on the shipping method you select at checkout:
DHL Express:
ā¢ Fast express option
ā¢ Typically 5-8 working days to New Zealand
ā¢ Full tracking throughout the journey
ā¢ Reliable door-to-door service
UPS Express / UPS Saver:
ā¢ Fast express option
ā¢ Typically 5-8 working days to New Zealand
ā¢ Full tracking available
ā¢ Reliable international service
PostNord (Standard):
ā¢ More affordable option with tracking
ā¢ Takes 10-15 working days to New Zealand
ā¢ Tracking may not update frequently until the parcel reaches New Zealand
ā¢ Once in NZ, final delivery is handled by NZ Post ā you can track through NZ Post using the same tracking number
Which One Gets Used?
You choose your preferred carrier at checkout. You'll see the options, delivery times, and costs before completing your order. You'll also receive your tracking number by email once dispatched.
All Require Signature:
Regardless of carrier, all deliveries require an adult (18+) signature upon delivery.
DHL Express:
ā¢ Fast express option
ā¢ Typically 5-8 working days to New Zealand
ā¢ Full tracking throughout the journey
ā¢ Reliable door-to-door service
UPS Express / UPS Saver:
ā¢ Fast express option
ā¢ Typically 5-8 working days to New Zealand
ā¢ Full tracking available
ā¢ Reliable international service
PostNord (Standard):
ā¢ More affordable option with tracking
ā¢ Takes 10-15 working days to New Zealand
ā¢ Tracking may not update frequently until the parcel reaches New Zealand
ā¢ Once in NZ, final delivery is handled by NZ Post ā you can track through NZ Post using the same tracking number
Which One Gets Used?
You choose your preferred carrier at checkout. You'll see the options, delivery times, and costs before completing your order. You'll also receive your tracking number by email once dispatched.
All Require Signature:
Regardless of carrier, all deliveries require an adult (18+) signature upon delivery.
Do you offer free shipping to New Zealand?
No, we don't offer free shipping to New Zealand.
Why Not?
Because we ship internationally from Sweden, shipping costs are significant. Unlike our EU customers who can get free shipping over ā¬80, the distance to New Zealand and customs requirements mean we can't absorb those costs.
How to See Shipping Cost:
1. Add your products to cart
2. Go to checkout
3. Enter your NZ delivery address
4. The shipping options and costs will be displayed
You can choose between different shipping methods (faster/more expensive vs slower/cheaper) at checkout.
Save on Products Instead:
While we can't offer free shipping, you can still save money through our bulk discounts:
ā¢ 10 cans = 10% off
ā¢ 30 cans = 12% off
ā¢ 60 cans = 14% off
ā¢ 100 cans = 16% off
The bulk discounts often more than make up for the shipping cost if you're ordering in larger quantities.
Why Not?
Because we ship internationally from Sweden, shipping costs are significant. Unlike our EU customers who can get free shipping over ā¬80, the distance to New Zealand and customs requirements mean we can't absorb those costs.
How to See Shipping Cost:
1. Add your products to cart
2. Go to checkout
3. Enter your NZ delivery address
4. The shipping options and costs will be displayed
You can choose between different shipping methods (faster/more expensive vs slower/cheaper) at checkout.
Save on Products Instead:
While we can't offer free shipping, you can still save money through our bulk discounts:
ā¢ 10 cans = 10% off
ā¢ 30 cans = 12% off
ā¢ 60 cans = 14% off
ā¢ 100 cans = 16% off
The bulk discounts often more than make up for the shipping cost if you're ordering in larger quantities.
How much is shipping to New Zealand?
Shipping cost depends on your location in NZ, the weight of your order, and which shipping method you choose.
To Find Out Exact Cost:
1. Add your products to cart
2. Proceed to checkout
3. Enter your New Zealand delivery address
4. You'll see the available shipping options with costs
What Affects Cost:
ā¢ Order weight: More cans = heavier package = more expensive
ā¢ Your location: Urban addresses in Auckland, Wellington, Christchurch are usually cheaper than rural areas
ā¢ Shipping speed: Express options (DHL, UPS) cost more than standard shipping (PostNord)
Typical Range:
Shipping to New Zealand from Sweden usually ranges from around $25-75 USD depending on the factors above. The exact amount is always shown before you complete your order ā no surprises.
Pro Tip:
Larger orders (60-100 cans) have better value because:
1. You get bigger bulk discounts (14-16% off)
2. The shipping cost per can becomes much lower
3. You order less frequently, saving on multiple shipping charges
To Find Out Exact Cost:
1. Add your products to cart
2. Proceed to checkout
3. Enter your New Zealand delivery address
4. You'll see the available shipping options with costs
What Affects Cost:
ā¢ Order weight: More cans = heavier package = more expensive
ā¢ Your location: Urban addresses in Auckland, Wellington, Christchurch are usually cheaper than rural areas
ā¢ Shipping speed: Express options (DHL, UPS) cost more than standard shipping (PostNord)
Typical Range:
Shipping to New Zealand from Sweden usually ranges from around $25-75 USD depending on the factors above. The exact amount is always shown before you complete your order ā no surprises.
Pro Tip:
Larger orders (60-100 cans) have better value because:
1. You get bigger bulk discounts (14-16% off)
2. The shipping cost per can becomes much lower
3. You order less frequently, saving on multiple shipping charges
My tracking shows the parcel hasn't moved in days ā what's happening?
Yeah, international tracking can be frustrating. Here's what might be going on:
Common Tracking Issues:
ā¢ Stuck at "Departed from Sweden": It's in transit but hasn't been scanned at intermediate points. Normal for international shipping.
ā¢ No updates for 3-5 days: Likely in transit between Sweden and NZ. International parcels often don't get scanned until they arrive in the destination country.
ā¢ "Arrived in New Zealand" then nothing: It's probably in customs clearance. This can take 1-3 days.
ā¢ PostNord tracking: Often shows very little until the parcel arrives in NZ, then NZ Post takes over and you can track it through the NZ Post website using the same tracking number
When to Contact Us:
If your tracking hasn't updated in 7+ business days, something might be wrong. Email us at [email protected] with:
ā¢ Your order number
ā¢ Your tracking number
ā¢ What the tracking currently shows
What We Can Do:
ā¢ For UPS: If no movement in 72+ hours, we'll contact UPS and possibly start a search
ā¢ For other carriers: We'll investigate and contact the carrier to find out what's happening
ā¢ If it's lost: We'll arrange a replacement or refund
Be Patient with International Shipping:
Parcels from Sweden to NZ are covering half the world. Some gaps in tracking are normal. If it's been under a week with no updates, it's probably fine and just in transit.
Common Tracking Issues:
ā¢ Stuck at "Departed from Sweden": It's in transit but hasn't been scanned at intermediate points. Normal for international shipping.
ā¢ No updates for 3-5 days: Likely in transit between Sweden and NZ. International parcels often don't get scanned until they arrive in the destination country.
ā¢ "Arrived in New Zealand" then nothing: It's probably in customs clearance. This can take 1-3 days.
ā¢ PostNord tracking: Often shows very little until the parcel arrives in NZ, then NZ Post takes over and you can track it through the NZ Post website using the same tracking number
When to Contact Us:
If your tracking hasn't updated in 7+ business days, something might be wrong. Email us at [email protected] with:
ā¢ Your order number
ā¢ Your tracking number
ā¢ What the tracking currently shows
What We Can Do:
ā¢ For UPS: If no movement in 72+ hours, we'll contact UPS and possibly start a search
ā¢ For other carriers: We'll investigate and contact the carrier to find out what's happening
ā¢ If it's lost: We'll arrange a replacement or refund
Be Patient with International Shipping:
Parcels from Sweden to NZ are covering half the world. Some gaps in tracking are normal. If it's been under a week with no updates, it's probably fine and just in transit.
The courier attempted delivery but I wasn't home ā what now?
No worries, this happens all the time. Here's what to do:
Check for a Card:
The courier should have left a card with instructions. It'll usually tell you:
ā¢ Where the parcel is (depot or courier hub)
ā¢ How to arrange redelivery
ā¢ Where you can pick it up
ā¢ Contact number for the local courier
Your Options:
1. Redelivery: Most international couriers will automatically try again the next business day
2. Pick Up: Go collect it from the local depot ā bring your ID showing you're 18+
3. Redirect: Contact the courier to redirect to your work or another address
4. Arrange Specific Time: Some couriers let you schedule a delivery window
Which Courier?
Check your tracking email to see which carrier is handling your shipment. For PostNord orders, NZ Post handles the final delivery in New Zealand ā check the NZ Post website for pickup and redelivery options.
Multiple Failed Attempts:
If they can't deliver after 2-3 attempts, the parcel might be returned to sender (us in Sweden). That's expensive and annoying for everyone. Try to arrange pickup or an alternative delivery option before that happens.
Need Help?
If you're having trouble with the courier, email us at [email protected] and we'll help sort it out.
Check for a Card:
The courier should have left a card with instructions. It'll usually tell you:
ā¢ Where the parcel is (depot or courier hub)
ā¢ How to arrange redelivery
ā¢ Where you can pick it up
ā¢ Contact number for the local courier
Your Options:
1. Redelivery: Most international couriers will automatically try again the next business day
2. Pick Up: Go collect it from the local depot ā bring your ID showing you're 18+
3. Redirect: Contact the courier to redirect to your work or another address
4. Arrange Specific Time: Some couriers let you schedule a delivery window
Which Courier?
Check your tracking email to see which carrier is handling your shipment. For PostNord orders, NZ Post handles the final delivery in New Zealand ā check the NZ Post website for pickup and redelivery options.
Multiple Failed Attempts:
If they can't deliver after 2-3 attempts, the parcel might be returned to sender (us in Sweden). That's expensive and annoying for everyone. Try to arrange pickup or an alternative delivery option before that happens.
Need Help?
If you're having trouble with the courier, email us at [email protected] and we'll help sort it out.
Can I change the delivery address after the order has shipped?
Very difficult, but we'll try. Here's the situation:
Contact Us Immediately:
Email [email protected] with:
ā¢ Your order number
ā¢ Your tracking number
ā¢ The new NZ address you need it sent to
If It's Still in Sweden or Early Transit:
We might be able to contact the carrier and request a redirect. Success depends on which carrier and where exactly the parcel is. There's no guarantee.
If It's Already in New Zealand or Out for Delivery:
Basically impossible to redirect at that point. Your options:
ā¢ Let it deliver to the original address and arrange to collect it from there
ā¢ Refuse delivery (it'll be returned to us, then we can reship ā you'd pay shipping again)
ā¢ Contact the person at the original address and ask them to hold it
Redirect Fees:
If the carrier charges to redirect the parcel, those costs will need to be covered by you. International redirect fees can be expensive ($30-50+ USD).
Prevention is Best:
Triple-check your delivery address before placing your order. International shipping makes changes very complicated and often impossible.
Contact Us Immediately:
Email [email protected] with:
ā¢ Your order number
ā¢ Your tracking number
ā¢ The new NZ address you need it sent to
If It's Still in Sweden or Early Transit:
We might be able to contact the carrier and request a redirect. Success depends on which carrier and where exactly the parcel is. There's no guarantee.
If It's Already in New Zealand or Out for Delivery:
Basically impossible to redirect at that point. Your options:
ā¢ Let it deliver to the original address and arrange to collect it from there
ā¢ Refuse delivery (it'll be returned to us, then we can reship ā you'd pay shipping again)
ā¢ Contact the person at the original address and ask them to hold it
Redirect Fees:
If the carrier charges to redirect the parcel, those costs will need to be covered by you. International redirect fees can be expensive ($30-50+ USD).
Prevention is Best:
Triple-check your delivery address before placing your order. International shipping makes changes very complicated and often impossible.
What if my parcel gets stuck in NZ Customs?
This occasionally happens with international shipments. Here's what you need to know:
What "Stuck in Customs" Means:
NZ Customs is inspecting your parcel. This is normal and can take 1-3 business days, sometimes longer during busy periods.
Why It Might Be Held:
ā¢ Random inspection
ā¢ Verifying contents match the declaration
ā¢ Assessing duties/taxes
ā¢ Checking compliance with NZ regulations
What You Might Need to Do:
If Customs needs more information, you might receive:
ā¢ A request for payment (GST, duties)
ā¢ A request for documentation
ā¢ A request to declare the contents
Our Responsibility vs Yours:
ā¢ We declare the parcel correctly when shipping
ā¢ You are responsible for paying any fees and responding to Customs requests
ā¢ We cannot intervene with NZ Customs on your behalf
If Customs Seizes Your Order:
We clearly state in our terms: "Snusdaddy disclaims all responsibility for any reimbursement or sending of replacement goods if the goods have been seized at customs."
This is why it's crucial to understand NZ import rules before ordering.
How to Check Status:
Use your tracking number. If it shows "In customs" or "Held by customs" for more than 5 days, contact NZ Customs directly ā they're the only ones who can tell you what's happening.
What "Stuck in Customs" Means:
NZ Customs is inspecting your parcel. This is normal and can take 1-3 business days, sometimes longer during busy periods.
Why It Might Be Held:
ā¢ Random inspection
ā¢ Verifying contents match the declaration
ā¢ Assessing duties/taxes
ā¢ Checking compliance with NZ regulations
What You Might Need to Do:
If Customs needs more information, you might receive:
ā¢ A request for payment (GST, duties)
ā¢ A request for documentation
ā¢ A request to declare the contents
Our Responsibility vs Yours:
ā¢ We declare the parcel correctly when shipping
ā¢ You are responsible for paying any fees and responding to Customs requests
ā¢ We cannot intervene with NZ Customs on your behalf
If Customs Seizes Your Order:
We clearly state in our terms: "Snusdaddy disclaims all responsibility for any reimbursement or sending of replacement goods if the goods have been seized at customs."
This is why it's crucial to understand NZ import rules before ordering.
How to Check Status:
Use your tracking number. If it shows "In customs" or "Held by customs" for more than 5 days, contact NZ Customs directly ā they're the only ones who can tell you what's happening.
AFTER AN ORDER HAS BEEN PLACED
I didn't receive an order confirmation ā what now?
You should get a confirmation email within 5-10 minutes of placing your order. Haven't received it? Here's what to check:
First, Check These Places:
ā¢ Spam/Junk folder: Confirmation emails sometimes end up here
ā¢ Promotions tab: If you use Gmail, check the Promotions or Updates tabs
ā¢ Trash folder: Sometimes overzealous filters bin them automatically
ā¢ Other folders: Some email providers auto-sort receipts and order confirmations
Still Nothing After 30 Minutes?
Contact us at [email protected] with:
ā¢ The email address you used to order
ā¢ Approximate time you placed the order
ā¢ Last 4 digits of the card you used (if you paid by card)
We'll look up your order and resend the confirmation or let you know if something went wrong with the order.
Pro Tip:
If you created an account when ordering, you can also log in to "My Account" on our site and view your order there ā confirmation email or not.
First, Check These Places:
ā¢ Spam/Junk folder: Confirmation emails sometimes end up here
ā¢ Promotions tab: If you use Gmail, check the Promotions or Updates tabs
ā¢ Trash folder: Sometimes overzealous filters bin them automatically
ā¢ Other folders: Some email providers auto-sort receipts and order confirmations
Still Nothing After 30 Minutes?
Contact us at [email protected] with:
ā¢ The email address you used to order
ā¢ Approximate time you placed the order
ā¢ Last 4 digits of the card you used (if you paid by card)
We'll look up your order and resend the confirmation or let you know if something went wrong with the order.
Pro Tip:
If you created an account when ordering, you can also log in to "My Account" on our site and view your order there ā confirmation email or not.
Can I cancel my order?
Maybe ā depends on how quick you are!
If We Haven't Processed It Yet:
Contact us immediately at [email protected] with your order number. If we haven't processed it at our warehouse in Sweden or shipped it yet, we can cancel it. No dramas.
Time is Critical:
We dispatch orders within 1 business day, so contact us ASAP after placing your order if you want to cancel. The sooner you let us know, the better chance we have of stopping it before it ships.
If It's Already Shipped:
Once the parcel has left our warehouse in Sweden, we can't pull it back. At that point, your options are:
ā¢ Refuse delivery when it arrives in NZ (it'll be returned to us and we'll refund you minus return shipping costs)
ā¢ Wait for it to arrive and contact us about the situation
What to Include in Your Email:
ā¢ Your order number
ā¢ Email address used for the order
ā¢ Reason for cancellation (optional, but helps us improve)
We'll confirm the cancellation and refund you if payment has already been processed.
If We Haven't Processed It Yet:
Contact us immediately at [email protected] with your order number. If we haven't processed it at our warehouse in Sweden or shipped it yet, we can cancel it. No dramas.
Time is Critical:
We dispatch orders within 1 business day, so contact us ASAP after placing your order if you want to cancel. The sooner you let us know, the better chance we have of stopping it before it ships.
If It's Already Shipped:
Once the parcel has left our warehouse in Sweden, we can't pull it back. At that point, your options are:
ā¢ Refuse delivery when it arrives in NZ (it'll be returned to us and we'll refund you minus return shipping costs)
ā¢ Wait for it to arrive and contact us about the situation
What to Include in Your Email:
ā¢ Your order number
ā¢ Email address used for the order
ā¢ Reason for cancellation (optional, but helps us improve)
We'll confirm the cancellation and refund you if payment has already been processed.
Can I make changes to my order?
Unfortunately, we can't modify orders once they're placed. But here's what we can do:
If It Hasn't Shipped Yet:
Contact us at [email protected] immediately. We can:
ā¢ Cancel the entire order (if not yet processed)
ā¢ You can then place a new order with the correct items
Why Can't We Just Change It?
Our warehouse system in Sweden doesn't allow modifications once an order is in the system. It's either process as-is or cancel completely. We know it's not ideal, but that's how our fulfillment works.
Time Matters:
We dispatch orders within 1 business day, so contact us ASAP if you need changes. Once it's shipped, there's nothing we can do.
Pro Tip:
Double-check your cart before clicking "Complete Order" ā saves everyone hassle. Make sure you've got:
ā¢ The right products
ā¢ The right quantities
ā¢ The correct delivery address
Takes 30 seconds and prevents this situation entirely.
If It Hasn't Shipped Yet:
Contact us at [email protected] immediately. We can:
ā¢ Cancel the entire order (if not yet processed)
ā¢ You can then place a new order with the correct items
Why Can't We Just Change It?
Our warehouse system in Sweden doesn't allow modifications once an order is in the system. It's either process as-is or cancel completely. We know it's not ideal, but that's how our fulfillment works.
Time Matters:
We dispatch orders within 1 business day, so contact us ASAP if you need changes. Once it's shipped, there's nothing we can do.
Pro Tip:
Double-check your cart before clicking "Complete Order" ā saves everyone hassle. Make sure you've got:
ā¢ The right products
ā¢ The right quantities
ā¢ The correct delivery address
Takes 30 seconds and prevents this situation entirely.
When will I receive tracking information?
Once your order ships from our warehouse in Sweden, you'll get an email with tracking information. Orders are dispatched within 1 business day.
When to Expect It:
ā¢ Weekday orders: Dispatched within 1 business day ā tracking sent once shipped
ā¢ Weekend orders: Ship Monday ā tracking by Monday evening or Tuesday
Haven't Received Tracking?
Check these spots first:
ā¢ Spam/Junk folder
ā¢ Promotions tab (if using Gmail)
ā¢ Other folders where your email provider might sort shipping notifications
Still Can't Find It?
Contact us at [email protected] with your order number. We'll look up your tracking information and send it to you directly.
Account Holders:
If you have an account, you can also log in to "My Account" and view your order tracking there ā sometimes it's available there before the email arrives.
When to Expect It:
ā¢ Weekday orders: Dispatched within 1 business day ā tracking sent once shipped
ā¢ Weekend orders: Ship Monday ā tracking by Monday evening or Tuesday
Haven't Received Tracking?
Check these spots first:
ā¢ Spam/Junk folder
ā¢ Promotions tab (if using Gmail)
ā¢ Other folders where your email provider might sort shipping notifications
Still Can't Find It?
Contact us at [email protected] with your order number. We'll look up your tracking information and send it to you directly.
Account Holders:
If you have an account, you can also log in to "My Account" and view your order tracking there ā sometimes it's available there before the email arrives.
My tracking hasn't updated in ages ā what's going on?
Yeah, this can be frustrating. What's happening depends on which carrier is handling your shipment:
For UPS or DHL:
If you haven't seen any movement in 72 hours or more, something might be wrong. Contact us at [email protected] with:
ā¢ Your order number
ā¢ Your tracking number
ā¢ What the tracking currently shows
We'll contact the carrier and possibly start a search to locate your parcel.
For PostNord (Standard Mail):
Tracking for PostNord varies hugely by region. Here's the thing ā sometimes tracking shows nothing at all until the package is delivered. Seriously.
This is especially common for:
ā¢ Australia and New Zealand
ā¢ Remote or rural areas
ā¢ Standard mail routes
In some cases (NZ and Australia particularly), tracking might not update for weeks, then suddenly show "delivered." It's annoying, but it's just how PostNord tracking works with distant destinations.
When to Worry:
ā¢ Express shipping (UPS/DHL): No update for 5+ days
ā¢ PostNord standard: No update for 15+ days
If you hit those timeframes and you're worried it's lost, contact us at [email protected] and we'll investigate.
Once It Hits New Zealand:
You can often track PostNord parcels through NZ Post using the same tracking number once they arrive in the country. Try entering your tracking number on the NZ Post website ā you might get more detailed local tracking.
For UPS or DHL:
If you haven't seen any movement in 72 hours or more, something might be wrong. Contact us at [email protected] with:
ā¢ Your order number
ā¢ Your tracking number
ā¢ What the tracking currently shows
We'll contact the carrier and possibly start a search to locate your parcel.
For PostNord (Standard Mail):
Tracking for PostNord varies hugely by region. Here's the thing ā sometimes tracking shows nothing at all until the package is delivered. Seriously.
This is especially common for:
ā¢ Australia and New Zealand
ā¢ Remote or rural areas
ā¢ Standard mail routes
In some cases (NZ and Australia particularly), tracking might not update for weeks, then suddenly show "delivered." It's annoying, but it's just how PostNord tracking works with distant destinations.
When to Worry:
ā¢ Express shipping (UPS/DHL): No update for 5+ days
ā¢ PostNord standard: No update for 15+ days
If you hit those timeframes and you're worried it's lost, contact us at [email protected] and we'll investigate.
Once It Hits New Zealand:
You can often track PostNord parcels through NZ Post using the same tracking number once they arrive in the country. Try entering your tracking number on the NZ Post website ā you might get more detailed local tracking.
I haven't received my package yet ā where is it?
Unfortunately, we can't track every single package in real-time, and sometimes delivery takes longer than expected. Here's what to do:
First, Check Your Tracking:
Use the tracking number we emailed you. Look for:
ā¢ Current location of the parcel
ā¢ Any delivery attempts
ā¢ Status updates (in transit, customs, out for delivery)
Common Reasons for Delays:
ā¢ Stuck in customs: NZ Customs can hold parcels for inspection (1-3 days, sometimes longer)
ā¢ Failed delivery attempt: Courier tried to deliver but no one was home to sign
ā¢ Incorrect address: Address issues cause delays
ā¢ Rural delivery: Takes longer to reach remote areas
ā¢ Weather/holidays: Severe weather or public holidays slow everything down
Expected Timeframes:
ā¢ Express (UPS/DHL): 5-8 working days from Sweden
ā¢ PostNord standard: 10-15 working days from Sweden
When to Contact Us:
If it's been significantly longer than expected, get in touch at [email protected] with:
ā¢ Your order number
ā¢ Tracking number
ā¢ What the tracking currently shows
We'll investigate, find out what's causing the delay, and work on a resolution. If it's genuinely lost, we'll sort you out with a replacement or refund.
First, Check Your Tracking:
Use the tracking number we emailed you. Look for:
ā¢ Current location of the parcel
ā¢ Any delivery attempts
ā¢ Status updates (in transit, customs, out for delivery)
Common Reasons for Delays:
ā¢ Stuck in customs: NZ Customs can hold parcels for inspection (1-3 days, sometimes longer)
ā¢ Failed delivery attempt: Courier tried to deliver but no one was home to sign
ā¢ Incorrect address: Address issues cause delays
ā¢ Rural delivery: Takes longer to reach remote areas
ā¢ Weather/holidays: Severe weather or public holidays slow everything down
Expected Timeframes:
ā¢ Express (UPS/DHL): 5-8 working days from Sweden
ā¢ PostNord standard: 10-15 working days from Sweden
When to Contact Us:
If it's been significantly longer than expected, get in touch at [email protected] with:
ā¢ Your order number
ā¢ Tracking number
ā¢ What the tracking currently shows
We'll investigate, find out what's causing the delay, and work on a resolution. If it's genuinely lost, we'll sort you out with a replacement or refund.
My package arrived but items are missing or wrong ā help!
We're only human and mistakes happen. If you've received the wrong items or something's missing, we'll sort it out.
What to Do:
Email us at [email protected] with:
ā¢ Your order number
ā¢ Photos of what you received
ā¢ Photos of the box/packaging it came in
ā¢ Description of what's wrong (missing items, wrong products, etc.)
Why We Need Photos:
They help us figure out what went wrong at our warehouse and prevent it happening again. Plus, they're proof for our records.
What Happens Next:
We'll review your email and:
ā¢ Send the missing items (if something was left out)
ā¢ Send replacements (if wrong items were included)
ā¢ Arrange return of incorrect items (we'll cover the cost)
ā¢ Refund you if that's the better solution
How Long It Takes:
We'll respond within 24 hours (business days) and get the resolution process started immediately. Replacements ship from Sweden, so factor in 5-8 working days for delivery.
Keep Everything:
Don't throw away the box or any incorrect items until we tell you what to do with them. We might need them for investigation or return.
What to Do:
Email us at [email protected] with:
ā¢ Your order number
ā¢ Photos of what you received
ā¢ Photos of the box/packaging it came in
ā¢ Description of what's wrong (missing items, wrong products, etc.)
Why We Need Photos:
They help us figure out what went wrong at our warehouse and prevent it happening again. Plus, they're proof for our records.
What Happens Next:
We'll review your email and:
ā¢ Send the missing items (if something was left out)
ā¢ Send replacements (if wrong items were included)
ā¢ Arrange return of incorrect items (we'll cover the cost)
ā¢ Refund you if that's the better solution
How Long It Takes:
We'll respond within 24 hours (business days) and get the resolution process started immediately. Replacements ship from Sweden, so factor in 5-8 working days for delivery.
Keep Everything:
Don't throw away the box or any incorrect items until we tell you what to do with them. We might need them for investigation or return.
My package arrived damaged ā what now?
While we do our best to pack everything securely, sometimes packages get roughed up during the long journey from Sweden to New Zealand. Here's what to do:
Important ā Don't Throw Anything Away:
Keep:
ā¢ The original box/packaging
ā¢ All damaged items
ā¢ Any packing materials
We might need to inspect them or the courier might require photos for insurance claims.
Contact Us ASAP:
Email [email protected] with:
ā¢ Your order number
ā¢ Photos of the damaged box (outside)
ā¢ Photos of the damaged items
ā¢ Photos of how it was packed inside
ā¢ Description of the damage
What Happens Next:
We'll review the damage and:
ā¢ Send replacements for damaged goods
ā¢ Issue a refund if replacement isn't possible
ā¢ File a claim with the courier if needed
Types of Damage:
ā¢ Box damaged but products fine: Usually no action needed, but let us know anyway
ā¢ Products damaged: We'll replace or refund
ā¢ Products arrived warm/not cold: Might affect freshness ā we'll replace them
Timeframe:
We'll respond within 24 hours and start the replacement process immediately. Since replacements ship from Sweden, factor in 5-8 working days for delivery.
Prevention:
We pack everything carefully, but international shipping is rough. If you're concerned about products arriving warm (especially in NZ summer), mention it in your order notes and we can add extra insulation.
Important ā Don't Throw Anything Away:
Keep:
ā¢ The original box/packaging
ā¢ All damaged items
ā¢ Any packing materials
We might need to inspect them or the courier might require photos for insurance claims.
Contact Us ASAP:
Email [email protected] with:
ā¢ Your order number
ā¢ Photos of the damaged box (outside)
ā¢ Photos of the damaged items
ā¢ Photos of how it was packed inside
ā¢ Description of the damage
What Happens Next:
We'll review the damage and:
ā¢ Send replacements for damaged goods
ā¢ Issue a refund if replacement isn't possible
ā¢ File a claim with the courier if needed
Types of Damage:
ā¢ Box damaged but products fine: Usually no action needed, but let us know anyway
ā¢ Products damaged: We'll replace or refund
ā¢ Products arrived warm/not cold: Might affect freshness ā we'll replace them
Timeframe:
We'll respond within 24 hours and start the replacement process immediately. Since replacements ship from Sweden, factor in 5-8 working days for delivery.
Prevention:
We pack everything carefully, but international shipping is rough. If you're concerned about products arriving warm (especially in NZ summer), mention it in your order notes and we can add extra insulation.
Can I return my order?
No, sorry ā we can't accept returns.
Why Not?
Due to the nature of the products we sell (nicotine pouches for oral consumption), we cannot accept returns for hygiene and health reasons. This is standard across the industry for oral nicotine products.
What If I'm Not Happy?
We still want to help. Contact us at [email protected] and explain the situation. Depending on the issue, we might be able to:
ā¢ Offer a partial refund
ā¢ Give you store credit for a future order
ā¢ Suggest alternative products that might suit you better
Valid Reasons We'll Help With:
ā¢ Products arrived damaged or not fresh
ā¢ Wrong items were sent
ā¢ Missing items from your order
ā¢ Products past or near expiry date
For these issues, we'll absolutely make it right ā but through replacement or refund, not returns.
Changed Your Mind?
If you simply ordered the wrong thing or changed your mind, we unfortunately can't help with that. This is why we recommend:
ā¢ Reading product descriptions carefully
ā¢ Checking reviews and recommendations
ā¢ Starting with smaller quantities if trying something new
ā¢ Contacting us for advice before ordering if you're unsure
We're reasonable people and we want you to be happy, but the no-returns policy on oral nicotine products is firm for health and safety reasons.
Why Not?
Due to the nature of the products we sell (nicotine pouches for oral consumption), we cannot accept returns for hygiene and health reasons. This is standard across the industry for oral nicotine products.
What If I'm Not Happy?
We still want to help. Contact us at [email protected] and explain the situation. Depending on the issue, we might be able to:
ā¢ Offer a partial refund
ā¢ Give you store credit for a future order
ā¢ Suggest alternative products that might suit you better
Valid Reasons We'll Help With:
ā¢ Products arrived damaged or not fresh
ā¢ Wrong items were sent
ā¢ Missing items from your order
ā¢ Products past or near expiry date
For these issues, we'll absolutely make it right ā but through replacement or refund, not returns.
Changed Your Mind?
If you simply ordered the wrong thing or changed your mind, we unfortunately can't help with that. This is why we recommend:
ā¢ Reading product descriptions carefully
ā¢ Checking reviews and recommendations
ā¢ Starting with smaller quantities if trying something new
ā¢ Contacting us for advice before ordering if you're unsure
We're reasonable people and we want you to be happy, but the no-returns policy on oral nicotine products is firm for health and safety reasons.
I was charged but my order was cancelled ā where's my refund?
If your order was cancelled after payment was processed, here's what happens:
Refund Timeline:
ā¢ We process the refund: Within 1-2 business days of cancellation
ā¢ Your bank processes it: Can take 5-10 business days to show in your account
ā¢ Total time: Usually 7-12 business days from cancellation to money back
Why Does It Take So Long?
We refund immediately on our end, but banks and card companies take time to process refunds. International transactions (Sweden to NZ) can take even longer. It's frustrating, but it's out of our control.
How You'll Receive It:
The refund goes back to the original payment method:
ā¢ Credit/debit card: Appears as a credit on your statement
ā¢ Bank transfer: Returns to the account it came from
ā¢ Apple/Google Pay: Goes back to the linked card
Still Haven't Received It After 14 Days?
Contact us at [email protected] with:
ā¢ Your order number
ā¢ Date of cancellation
ā¢ Payment method used
We'll provide proof that the refund was processed on our end. You can then take that to your bank to chase it up on their side.
Refund Timeline:
ā¢ We process the refund: Within 1-2 business days of cancellation
ā¢ Your bank processes it: Can take 5-10 business days to show in your account
ā¢ Total time: Usually 7-12 business days from cancellation to money back
Why Does It Take So Long?
We refund immediately on our end, but banks and card companies take time to process refunds. International transactions (Sweden to NZ) can take even longer. It's frustrating, but it's out of our control.
How You'll Receive It:
The refund goes back to the original payment method:
ā¢ Credit/debit card: Appears as a credit on your statement
ā¢ Bank transfer: Returns to the account it came from
ā¢ Apple/Google Pay: Goes back to the linked card
Still Haven't Received It After 14 Days?
Contact us at [email protected] with:
ā¢ Your order number
ā¢ Date of cancellation
ā¢ Payment method used
We'll provide proof that the refund was processed on our end. You can then take that to your bank to chase it up on their side.
Can I get a copy of my invoice or receipt?
Yep, no problem.
If You Have an Account:
1. Log in to your account on our website
2. Go to "My Account" ā "My Orders"
3. Click on the order you need
4. Download or print the invoice from there
If You Checked Out as a Guest:
Email us at [email protected] with:
ā¢ Your order number
ā¢ Email address used for the order
ā¢ What you need (invoice, receipt, proof of purchase)
We'll send you a PDF copy via email, usually within 24 hours (business days).
For Business/Tax Purposes:
The invoice includes all the info you need:
ā¢ Itemized list of products
ā¢ Prices and discounts
ā¢ Shipping cost
ā¢ Total paid
ā¢ VAT/tax information
ā¢ Payment method
If you need it in a specific format or need additional documentation, let us know and we'll see what we can do.
If You Have an Account:
1. Log in to your account on our website
2. Go to "My Account" ā "My Orders"
3. Click on the order you need
4. Download or print the invoice from there
If You Checked Out as a Guest:
Email us at [email protected] with:
ā¢ Your order number
ā¢ Email address used for the order
ā¢ What you need (invoice, receipt, proof of purchase)
We'll send you a PDF copy via email, usually within 24 hours (business days).
For Business/Tax Purposes:
The invoice includes all the info you need:
ā¢ Itemized list of products
ā¢ Prices and discounts
ā¢ Shipping cost
ā¢ Total paid
ā¢ VAT/tax information
ā¢ Payment method
If you need it in a specific format or need additional documentation, let us know and we'll see what we can do.
How do I leave a review or feedback?
We'd love to hear from you! Here's how you can leave feedback:
Product Reviews:
ā¢ Go to the product page on our website
ā¢ Scroll down to the reviews section
ā¢ Click "Write a Review"
ā¢ Share your honest thoughts about the product
Order/Service Feedback:
Email us at [email protected]. We read every message and use feedback to improve our service.
What to Include in Reviews:
ā¢ How the product tastes/works
ā¢ How it compares to similar products
ā¢ Who it's suitable for (beginners, experienced users, etc.)
ā¢ Pros and cons
ā¢ Whether you'd recommend it
Honest Feedback Helps Everyone:
Don't just leave 5-star reviews if you didn't love it. Honest feedback helps other Kiwis make informed decisions and helps us understand what we're doing right (or wrong).
Had a Bad Experience?
Please contact us directly at [email protected] before leaving a negative public review. We want a chance to make things right. Most issues can be resolved quickly if you give us the opportunity.
Product Reviews:
ā¢ Go to the product page on our website
ā¢ Scroll down to the reviews section
ā¢ Click "Write a Review"
ā¢ Share your honest thoughts about the product
Order/Service Feedback:
Email us at [email protected]. We read every message and use feedback to improve our service.
What to Include in Reviews:
ā¢ How the product tastes/works
ā¢ How it compares to similar products
ā¢ Who it's suitable for (beginners, experienced users, etc.)
ā¢ Pros and cons
ā¢ Whether you'd recommend it
Honest Feedback Helps Everyone:
Don't just leave 5-star reviews if you didn't love it. Honest feedback helps other Kiwis make informed decisions and helps us understand what we're doing right (or wrong).
Had a Bad Experience?
Please contact us directly at [email protected] before leaving a negative public review. We want a chance to make things right. Most issues can be resolved quickly if you give us the opportunity.