FAQ - Frequently Asked Questions

Which payment options does SnusExpress offer?

We currently accept the following credit cards: VISA and MasterCard. You may also pay by bank wire transfer if you prefer this.

If you would like to pay by bank transfer instead of credit card, please just choose this payment option during the checkout process. Once you have confirmed your order, we will send you an order confirmation to your registered e-mail address with all the essential information you need to make the bank transfer.

It will usually take a few business days until the payment reaches our account and we will activate and ship your order as soon as our bank has confirmed the payment. It is very important that you pay all bank transfer fees at your end and that you pay using the currency you selected when placing your order, so the complete order amount is being credited to us.

Please do not forget to add your order/reference number into the "payment purpose" or "memo" field, so we can match your payment with your order.

If we do not receive the full order amount, we will have to reduce your order with the equaling product value and an additional handling fee. If you are having problems making an international bank transfer in a way that the full amount reaches our account, please contact your bank for help.

Unpaid orders will be cancelled after 14 days.

Is it safe to make a card payment at SnusExpress?

The security of your personal information is extremely important to us and you can safely enter your card information, as all submitted information is strongly encrypted. All transactions are of course securely sent through an SSL-secured (Secure Socket Layer). At no point will your card information even be made known to us, as we use Nets, a highly reputable Scandinavian card processor, for electronic card transactions between your and our bank. Please ensure that there are sufficient funds in your account to avoid delays or other inconveniences.

What is a (CVV) Credit Card Code?

To help reduce credit card fraud, VISA as well as MasterCard have introduced an additional card code - the Card Verification Value - CVV (VISA) or Card Validation Code - CVC (MasterCard). This security code consists of the three last digits of the number located on the back of your card, just above the signature line.

How do I pay by bank wire transfer?

If you prefer to pay by bank transfer, just add the desired products to the shopping cart and continue to checkout. You will be able to choose your preferred payment method - just select Bank transfer before confirming your order. Within a short while you will receive an e-mail with an order confirmation including all necessary information to make a bank transfer to us.

We will activate and send your order as soon as our bank has confirmed receipt of the funds into our account. This will generally take two to five business days after you have initiated the payment. Please make sure to pay all your bank transfer fees and transfer the money in the currency you have chosen (refer to your order confirmation). You also need to pay all your bank transfer fees, as we will otherwise not receive the complete amount.

Will I receive an order and shipping confirmation by e-mail?

Yes, once you have confirmed your order, an e-mail will be sent to your registered e-mail address, containing all details of your order. As soon as your order has been sent from our warehouse, you will receive a shipping confirmation e-mail from us.

I have not received an order or shipping confirmation, how come?

If you have not received an e-mail, it is important that you check the e-mail address you have registered within your customer account, also make sure that there is no SPAM filter blocking our e-mails and/or the storage limit of your e-mail account has not been reached. Another reason for not getting our messages could be an e-mail server being temporarily down, and thus delaying the messages. You can however always check your order and its status by logging into your customer account at SnusExpress.com.

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

Please make sure that your VISA or MasterCard is valid, personalized, has not passed expiry and that it is not a VISA Electron card. Verify the address you entered when placing your order and also check the card details you entered. The card number as well as the CVV (VISA) or CVC (MasterCard) code (the three last digits of the number printed on the back of your card, just above the signature line) have to be entered in an unbroken sequence.

Errors might sometimes also be due to some kind of disturbance at one of the institutional servers involved. Please try to complete your order some time later, if you are sure that you card is working and does not bear any restrictions with regard to international online purchases. Please contact your card issuer for more information if the problems persist.

Which shipping options does SnusExpress offer?

We offer the following shipping alternatives:

1. UPS Standard:

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

2. UPS Express Saver:

• 1-3 day(s) delivery to almost all European business centers.
• In case of time-sensitive shipments, please consult with the UPS web site at www.ups.com for a specific shipping time quote.

3. Postal shipping by Air-Mail:

Your order will be sent as 1st priority letter. The approximate delivery time is 2 to 5 business days to the whole of Europe(7 - 14 days to other countries).

You can track your shipment via the link provided within your shipping confirmation. Your tracking number can also be found within the order details in your order history.

We are not to be held liable if a shipment gets lost or is being delivered to the wrong address because of an incorrect or incomplete address. IMPORTANT: Estimated delivery times serve only as guidance, and we cannot be held responsible or issue refunds / replacements for any delays caused by a shipping agent, postal service or the customs clearance process.

How much does shipping cost?

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

Can I track my shipment?

Order tracking is available for both UPS and postal shipments. Your shipment can be tracked using the link sent within your shipping confirmation.

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

What can you tell me about customs, duties, import regulations, taxes and fees?

All prices on SnusExpress for shipments destined to EU member countries are indicated with VAT included. The VAT will be indicated during the checkout and within your order confirmation.

If you have any questions regarding import of Chew tobacco to your specific country, please contact our customer support or your local customs authorities for further advice.

Can I return my ordered products to you?

The products can be returned and refunded if you change your mind. You must resend and confirm to us that you are returning the products within 14 days after you have received the order. The products must be in its original package(e.g. original plastic) and the returning costs must be paid by you. We will refund the price paid for the returned products and the respective delivery costs you paid as soon as it reach us. Please note, that we only refund the standard delivery rate (postal service and UPS Standard), you cannot receive a refund for any express rate (UPS Express and Express Saver).

Can I cancel my order?

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

If you would like to cancel an order, please send us a message via our contact link above, and we will do our best to fulfill your request.

Can I make changes to my order?

Changes to a paid order are only possible as long as that order has not entered the shipping process. As we cannot debit your credit card beyond what was authorized upon order placement, changes resulting in a higher order value cannot be made if the order was paid for by card.

Please note that most orders at SnusExpress enter the shipping process very quickly. If you want to make a change, please send us a message via our contact link above, and we will do our best to fulfill your request.

I have received the wrong / a damaged product - what happens now?

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

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

We make every effort to ensure that the information on our web site is accurate and up to date and we will promptly correct errors brought to our attention. If you find an error on our site, please use the contact link above to inform us about this - thank you!