FAQ - FREQUENTLY ASKED QUESTIONS

 

What kind of payment options does SnusExpress.com offer?
At SnusExpress.com you can pay with credit card (Visa and MasterCard), bank wire transfer or PayPal.

Is it safe to pay with my credit card at SnusExpress.com?
The security of your personal information is of utmost importance to us, and you can safely enter your card information as all submitted information is strongly encrypted. All transactions are sent through an SSL-secured (Secure Socket Layer) server. At no point will your card information be made know to us since we use Nets, a highly reputable Scandinavian card processor, for electronic card transactions between your and our bank. Before making a credit card payment, please ensure that there are sufficient funds in your account to avoid preventable delays or any other inconveniences.

What is a Credit Card Code (CVV?)
To reduce the possibility of credit card fraud, VISA and MasterCard have introduced an additional card code. Card Verification Value (CVV) for VISA and Card Validation Code (CVC) for MasterCard. These security codes consist of the three last digits of the number that is located on the back of your card, just above the signature line.

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

Please make sure that your MasterCard or VISA card is valid, personalized, has not passed its expiration date or that it is not a VISA Electron Card. Please verify that the address and card information you entered when placing your order are correct. The card number as well as the CVV (VISA) or CVC (MasterCard) code must be entered in an unbroken sequence.

Technical errors might also occur due to disturbances at one of the institutional serves involved. If that’s the case, please try to complete your order again at a later time. If you are sure that you have entered your card information correctly, that the card hasn’t expired, that it does not bear any restrictions regarding to international online purchases and you still can’t complete the payment, please contact your card issuer for more information.

How do I pay with a bank wire transfer?
If you would like to pay by a bank wire transfer, choose this payment option during the checkout process. Once you have completed this process and confirmed your order, we will send you an order confirmation to the e-mail address you have registered with all the necessary information needed to complete the bank transfer.

It usually takes a few business days until the payment has reached our account, and we will process and ship your order as soon as our bank has confirmed your 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 that the complete order amount is being credited to us. If we don’t receive the full order amount, we will have to reduce your order to the equaling product value and add an additional handling fee. If you are experience problems making an international bank transfer that in any way hinders the full amount to reach our account, please contact your bank for help.

Please enter the bank transfer reference number that you receive with your order confirmation as payment purpose/memo when making the payment. This is needed so that we can match your payment with your order.

Make sure to select SHA or OUR as wire options, as we will reduce your order if we are being billed wire transfer costs other than those taken by our bank.

Your order will be activated, processed and shipped once your payment has been confirmed by our bank.

IMPORTANT: If an order remains unpaid for more than 14 days, it will be cancelled and removed from our system.

You can read more about bank wire transfers here!

How does it work when I pay with PayPal?
When you choose PayPal as your payment option in the checkout process, you will be redirected to PayPal. If you have a PayPal-account, log in with your user data and complete you payment. If you don’t have PayPal-account, you can either log in as a guest or create a free account to complete your payment.

The receipt of your PayPal-payment will be registered with us within a couple of seconds and your order will then be activated, processed and shipped to you as soon as possible.

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

I have not received an order- or shipping confirmation, how come?
If you have not received an order- or shipping confirmation, please control that the e-mail address you have registered for your customer account is correct. You should also make sure that there is no SPAM-filter blocking our e-mails and/or that the storage limit of your e-mail account has not been reached. Another possible reason for not receiving our messages could be that an e-mail server is temporarily down, and thus delaying the message. You can however always check your order and its status by logging in on your customer account here at SnusExpress.com.

What kind of shipping options does SnusExpress.com offer?
At SnusExpress.com we offer the following shipping alternatives:

UPS Standard:

Scheduled day-definite delivery within five days throughout Europe depending on origin and destination (Only available for orders that are shipped to Switzerland).

UPS Express Saver:

Next business day delivery during the day to almost all European business centers.

End of second business day delivery to most business addresses in the United States and all major business centers in Canada.

Delivery during the day within two to three business days to selected areas in Asia.

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

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

UPS Express:

Next day delivery by 10:30 a.m. or 12:00 noon to most business addresses in Europe.

Second business day delivery by 10:30 a.m. or 12:00 noon to most business addresses in the United States and major business areas in Canada

Second day delivery by end of day to all other addresses in the United States and Canada

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

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

IMPORTANT INFO FOR OUR U.S CUSTOMERS

Please note that shipments to the U.S with UPS require an "Adult 21" signature. This means that the receiver of the package must be 21 years of age or older to sign for the package.

Postal shipping by Air-Mail:

Your order will be sent as 1st priority letter. The approximate delivery times are 2 to 5 business days within Europe and 7 to 14 business days to countries outside Europe (Postal shipping is not available to the U.S because PostNord does not offer a valid age verification option upon package receipt. Age verification is a legal requirement when shipping tobacco to the USA in accordance with the PACT Act).

Postal orders do NOT bear a tracking number, and there is no possibility to track those orders. We can therefore not accept any responsibility for your shipment once it has been left our warehouse. It is therefore extremely important that your address is correct and complete. We are not held liable if a shipment gets delivered to the wrong address because of an incorrect or incomplete address, or if it gets lost caused by force majeure or other circumstances beyond our control.

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 during the checkout process.

Can I track my order?
Order tracking is only available for UPS shipments. If you have selected postal delivery as your shipping option, order tracking is unfortunately not available.

UPS shipments can be tracked using the link found in your shipping confirmation e-mail.

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

What can you tell me about custom duties, import regulations, taxes and fees?
Please note that your delivery may be subject to import duties, taxes and other fees that are levied once the goods reach the country of destination. Any such costs are to be paid by the buyer in addition to the purchase price as quoted in the order confirmation.

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

SnusExpress.com is not able to provide any information regarding customs restrictions or procedures in your country. As an importer of the goods purchased, you are personally responsible for obtaining specific information on import and customs requirements. You can consult with customs employees that will advise and give information to the importer about detailed customs rules. Custom regulations do change from time to time, so we recommend you to check your country’s legislation very carefully even though this might be time consuming. In the end, it will help you to avoid preventable delays or other problems.

Your package will not be released by customs if you refuse to pay the applicable charges. SnusExpress will not issue a refund or send replacement products, even if the package is being returned to us. Due to the nature of smokeless tobacco products and nicotine pouches, we cannot restock nor resell them once they have been dispatched from our warehouse. This also applies if you do not collect a shipment in time, or if the order is being stopped by customs due to a violation of the import regulations in the destination county.

If you have any questions regarding import rules and fees regarding the import of smokeless tobacco products and nicotine pouches, please contact customs authorities or the postal service in the destination country.

Please keep in mind that shipments might be subjected to opening and examination by customs authorities. As an importer of the goods, it is very important that you comply with the regulations and laws of your destination country, fulfill any requests made by customs authorities and to provide any documents that might be requested.

SnusExpress.com cannot be held liable for the receipt, whereabouts, refund or replacement of any shipments being delayed, held or destroyed by customs authorities.

Can I return my ordered products to you?
Since snus, nicotine pouches and other smokeless tobacco products are perishable products who cannot be re-sold once they have been shipped once, we can unfortunately not accept any products returns. This applies to orders where you by mistake have chosen the wrong product(s), as well as cases where you have changed your mind after the order has entered the shipping process.

Can I cancel my order?
Cancellation of a paid order is only possible if that order has not yet entered the shipping process. If you would like to cancel your order, please send us a message via our contact form as soon as possible, 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 if 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.com enter the shipping process very quickly. If you want to make any changes to your order, please send us a message via our contact form as soon as possible, and we will do our best to fulfill your request.

I have received the wrong/a damaged product – what happens now?
You should always check the content of your package immediately upon receipt. Make sure that you have received the right products and that they are not damage in any way. If the goods received are not what you ordered, incomplete to ordered amount or are damage/defective, you must inform us within 10 business days upon receipt. Reclamations sent to us at after this time period will not be considered valid.

In cases of a valid claim, we will replace or refund the product(s) in question. You should also claim any damages at your local post office or to UPS upon receipt of a damage package.

We make every effort to ensure that the information on our website is accurate and up to date, and we will promptly correct any errors brought to our attention. If you find an error on our site or have any questions regarding the information, please use the contact form to inform us – thank you!