FAQ

Got questions? We’ve got answers! Here, you’ll find the most common questions about our products, shipping, returns, and more. If you don’t see what you’re looking for, feel free to reach out—we’re happy to help!

Orders

Age restriction for Nicotine Products

Nicotine products are restricted to adults 18 years and older in many European
countries. By placing an order with us, you confirm that you are of legal age
to purchase nicotine products in your country. Be sure to check the specific
age restrictions and laws in your area before making a purchase.

It's always a good idea to check the local laws in your area in general, as it is completely your responsibility to comply with applicable laws in your jurisdiction.

Are nicotine pouches legal?

Yes,nicotine pouches are legal in most countries if you are of age, but
their availability and regulations can vary depending on where you live. In
some places, there are restrictions on the sale of nicotine pouches on
different levels, i.e. If flavors are allowed or how much nicotine they can
contain. It's always a good idea to check the local laws in your area, as it is
completely your responsibility to comply with applicable laws in
your jurisdiction.

When will my order be dispatched?

If you place your order before 4 PM* on weekdays (except public holidays),
we’ll pack and ship it the same day.

Orders made after 4 PM*, on weekends,
or on public holidays* will be packed and dispatched and sent out the next working day.

*Central European Standard Time (GTM+1). Public holidays within Scandinavia.

I am missing an order confirmation?

Start by checking your spam folder, the email might be hiding there.

We will not withdraw the payment until we dispatch the package, so be ensured;
if the money’s been charged, your order went through.

Still unsure? Reach out to usat hello@snuscrew.com - we’re happy to help!

Where does my order ship from?

All Snuscrew orders are packed and dispatched from our warehouses in
Scandinavia.

My order hasn’t arrived

While it’s uncommon, some deliveries might take a bit longer than expected. If your package hasn’t arrived within 7 business days after leaving our warehouse, reach out to us with your order number, tracking number and a quick note about the issue, and we’ll look into it!

Contact us at: hello@snuscrew.com

I have received wrong products, what do I do?

If you received a product that seems wrong, please check if the reason is due to a rebranded version, which happens all the time. (We suspect Velo in particular of having a numerologist employed, since they change their names once a year -statistically speaking.)

It might be the same product with a new name or packaging.

Please double-check with our website, as we will inform about this on the
product page as well as update product pictures.

If it’s definitely the wrong product, contact us (hello@snuscrew.com) with:

  1. Your order number
  2. The product(s) and quantity you didn’t get
  3. The product(s) and quantity you received instead
  4. A photo of the product and shipping label

Once we have all the details, we’ll sort it out quickly!

Will a replacement be sent automatically?

No, replacements aren’t sent automatically. Our team will assess your case and issue a refund for incorrect items. If you want the correct product, you’ll need to place a new order.

Important: Claims for incorrect items must be submitted within 7 days of delivery.

I haven’t received all products, what do I do?

If something’s missing from your order, first double-check the box and your
emails. We might have removed items for some reason, and if that’s the case, we automatically issue a refund, which you’ll get a confirmation email for.

How to report missing items:

If you’re sure something’s missing, contact our customer service at hello@snuscrew.com with the
following information:

  1. Your order number
  2. Missing item(s) and quantity
  3. A photo of the box and shipping label
  4. A photo of all received items

We’ll quickly sort it out for you!

Missing items aren’t automatically sent again. Our team will check and decide
if a replacement or refund is needed.

Important: All claims must be submitted within 7 days of delivery.

Canceling your order

Once we start packing your order, we can’t cancel it. And we aim to have as short shipping time as possible and thus; we work fast.

If you want to cancel your order, get in touch with us ASAP at hello@snuscrew.com.

If your order has already been shipped, you’ll need to wait for it to arrive and then return it following our Terms & Conditions.



A few
things to keep in mind:

Packages stay at the pickup
point for 7–14 days before being sent back to us.

You can’t change an order after
placing it—only full cancellations are allowed.

Shipping

How do I track my delivery

As soon as we have pack your order, we’ll send you an email with a tracking link.

Want to know more about our shipping options and delivery times? Click here for info!

Why haven’t my order been shipped?

As soon as we get your payment, we usually process your order within one business day. We hand it over to the shipping provider as quickly as possible—usually by at 16 PM* on business days.

Once your order is on its way, we’ll email you a tracking link. You’ll also get a separate email from the shipping provider with more delivery details
when your package reaches their distribution center.

Heads up about possible delays!

During busy times—like big sales or special promotions—it might take up to three business days to process your order. We’re working hard to get your package out to you as fast as we can—thanks for your patience!

**Central European Standard Time (GTM+1). Public holidays within Scandinavia.

Why does my tracking say "pending" or "registered"?

Don’t worry! This just means your order is processed but hasn’t been scanned by the
shipping provider yet. This status usually updates within one business day.

If nothing changes after three business days, reach out to us and we’ll sort it out ASAP!

My package is not moving?

Once your package is with the shipping provider, it’s out of our hands.

Sometimes delays happen—especially during holidays, weekends, or if there are address issues or busy shipping centers. We totally get that waiting is tough, so we recommend keeping an eye on your tracking link for updates or contact the shipping provider directly.

Keep on mind that it’s normal for tracking info to not update daily—your
package is probably still on the move, even if the status hasn’t changed.

If your tracking hasn’t changed in 4 business days, and things are
stuck, reach out to our customer support team! We’ve got two options for you:

Stop & Refund – If possible, we’ll request a package stop (return to sender) and refund your order and you a free to place a fresh order. This usually takes about two business days to process.

Keep Waiting – Sometimes patience pays off! If you’re okay with waiting a bit longer, your package might still arrive soon.

Heads up: If your package is already in the final delivery stage, stopping it might not be possible—but our support team will guide you through the next steps!

My parcel is marked as delivered, but I haven’t received it?

Sometimes, packages get marked as delivered while they’re still on the way—yeah, it’s confusing. If this h appens, wait 24 hours—your order might still becoming!

If your package is still missing after that, we recommend that you contact the shipping company directly, but don’t wait too long! All claims for missing orders must be made within 21 days from the shipping date.

You're also, always, welcome to reach out to our support team with:

  1. Your order number
  2. Your tracking number
  3. A quick note explaining the issue

We’ll jump on it right away and guide you through the next steps.

What happens next?
We’ll request an investigation with the courier to track down your package. Once they get back to us with an official answer, we’ll let you know what’s up.

Important to know:
If you gave the courier permission for a drop-off delivery (like leaving it at
your door), we can’t be held responsible if it goes missing. At that point,
it’s on you.

Will you resend my order?
If your package is confirmed lost, we’ll refund you in full—straight back
to your original payment method.
We’re not able to resend your order, but do feel free to celebrate your refund
with a new order.

My parcel was not delivered and are now being returned?

Missed a delivery? No Stress – We’ve Got You!

If the courier can’t deliver your package, they usually take it to the nearest pickup point. But sometimes, like if it’s not picked up in time or there’s an issue, it gets sent back to us.

If your package is returned, get in touch with us and we’ll sort it out ASAP.
Sadly, we can’t resend returned packages. But don’t worry—we’ll refund your payment once we receive it, and if you still want your items, just
place a new order through our shop! Your refund will go back to the
payment method you used.

About the products

Is snus and nicotine pouches (white pouches) the same?

In short; no.
The huge difference is the presence of tobacco.

Snus and nicotine pouches may seem similar, and are by many called the same, but they have different origins and compositions.

Snus has roots in Sweden and
dates back to the 18th century. It’s a moist tobacco product placed
under the lip, delivering nicotine through the gums. Traditionally, it’s made
by curing and grinding tobacco leaves, mixed with water, salt, and flavorings.
Swedish snus became popular for offering a smokeless alternative to
cigarettes.

Nicotine pouches, on the other hand, are a modern, tobacco-free innovation. They look like snus but contain synthetic or extracted nicotine, plant-based fibers, and flavorings—no actual tobacco leaf. They became popular in the 21st century as a cleaner, discreet way to enjoy nicotine without tobacco-related odors or stains. Hence the nick name white pouches.

While both deliver nicotine in a similar way, snus contains real tobacco, while
nicotine pouches are 100% tobacco-free, offering a different experience
and fewer stains or odors.

Are nicotine pouches legal?

Yes, nicotine pouches are legal in most countries if you are of age, but
their availability and regulations can vary depending on where you live. In some places, there are restrictions on the sale of nicotine pouches on different levels, i.e. If flavors are allowed or how much nicotine they can contain. It's always a good idea to check the local laws in your area, as it is
completely your responsibility to comply with applicable laws in your jurisdiction.

How do I use nicotine pouches?

Using nicotine pouches is simple and discreet – and allowed in public areas where smoking or vaping is not allowed. Here’s how to do it:

  1. Choose your pouch: Pick the nicotine pouch with the strength and flavor you prefer.
  2. Place it under your lip: Take the pouch and gently place it between your upper lip and gums. You can place it on either side of your mouth, depending on what feels comfortable.
  3. Let it sit: Keep the pouch in place for about 20 to 60 minutes, allowing the nicotine to be absorbed through your gums.

Remove and dispose: After you're done, remove the pouch and dispose of it in a trash bin (not the toilet and not the streets).

Nicotine pouches are smokeless, tobacco-free, and easy to use anytime,
anywhere. Just remember, they contain nicotine, which can be addictive, so use
them responsibly!

For how long can I leave a pouch under my lip?

You can usually leave a nicotine pouch under your lip for about 20 to 60 minutes, depending on your preference and the strength of the pouch. Some people prefer to keep it in for a shorter time, while others may leave it in longer for a stronger effect. Just make sure to listen to your body—if you start feeling
uncomfortable or overly stimulated, it's a good idea to remove it.

Please use the lid of the can as your bin – not the streets. Nicotine pouches can be harmful for animals and does not belong in the nature. Always use the bin in the lid or throw used bags in a waste bin - not on the street!

I see yellowish nicotine pouches is my can – is that normal?

It’s normal for nicotine to turn yellow. This happens because nicotine is sensitive
to oxygen, light, and heat, which cause it to oxidize and change color. You might notice a similar effect in people who smoke frequently—the nicotine in tobacco can stain their fingers or nails with a yellowish tint.

My pouches passed expiry date. Can I still use them?

Yes, you can still use them after the expiration date, but the quality may not be
the same. Over time, nicotine products can dry out, making them less fresh and
reducing their effectiveness.

The nicotine hit might feel weaker, and the flavors can fade or taste different. Proper storage—like keeping them in a cool, dry place—can help maintain their quality for longer, but using them before the expiration date ensures the best experience.

I am pregnant. Can I use nicotine pouches?

No, using nicotine during pregnancy is not safe and can have serious risks for both you and your baby. Nicotine can affect the baby’s development or other health issues. It can also increase the risk of miscarriage
and complications during pregnancy. For your health and your baby’s well-being, it’s best to avoid nicotine entirely while pregnant – no matter the format.

Can I quit smoking by using nicotine pouches?

Nicotine pouches can be a helpful tool if you're trying to quit smoking. Since
they provide a similar nicotine hit without the harmful effects of smoking, they can help manage cravings. Here's how you can use them to quit smoking:

  1. Gradually reduce your nicotine intake by choosing pouches with lower nicotine strengths over time.
  2. Replace your cigarette habit with a pouch whenever you feel the urge to smoke.
  3. As you get used to using pouches, reduce the number of pouches you use each day.

By making this gradual shift, nicotine pouches can help you ease off cigarettes and eventually quit nicotine altogether.

Is Nicotine pouches a better alternative to smoking or vaping?

Nicotine pouches are a better alternative to smoking cigarettes because they don’t involve smoke or harmful chemicals. Unlike cigarettes, nicotine pouches don’t produce tar, ash, or harmful toxins that can damage your lungs and heart. You simply place the pouch under your lip, and the nicotine is absorbed through your gums, making it a cleaner, healthier way to enjoy nicotine without the risks of smoking.

Compared to vaping or e-cigarettes, nicotine pouches also have an advantage. While e-cigarettes may seem safer than smoking, they still deliver nicotine through vapor that can contain harmful chemicals and irritants that affect your lungs. Nicotine pouches, on the other hand, don’t produce any vapor, making them a smokeless, lung-friendly option with fewer potential risks.

Is nicotine addictive?

Nicotine is addictive because it affects the brain, creating a feeling of pleasure
and reward. Over time, your body gets used to nicotine and starts craving more,
making it hard to quit.

However, nicotine products like nicotine pouches or gum can be a healthier
alternative to smoking because they don’t contain the harmful chemicals
found in cigarettes, such as tar and carbon monoxide. They provide nicotine
without the dangerous effects of smoking, reducing the risk of lung disease and other serious health problems. So while nicotine is still addictive, using safer products can be better for your overall health.

I want to complaint about a product

We value your feedback!
If you have a general concern about products you’ve purchased, we encourage you to contact the manufacturer directly, but don't leave us in the dark; please don’t hesitate to reach out to our team at hello@snuscrew.com —we’re here to help!

Your experience matters to us, and we’re committed to resolving any issues you may encounter.
To assist others in making informed decisions, consider leaving a review and sharing your thoughts. Your insights help us improve.

We’re always listening—contact us anytime!

Returns

The products I received is damaged

Sometimes, pouches or cans can get damaged, either because of a manufacturing issue or during shipping. We can’t open cans ahead of time to check, so we appreciate your understanding!

How to report damaged products:

If your product is damaged, please reach out to us at hello@snuscrew.com right away with:

  1. Your order number
  2. The name of the damaged product
  3. A description of the damage
  4. A photo showing the damage

If there are multiple damaged cans, please send just one photo that clearly shows all the damaged ones together. Once we have this info, we’ll process your request ASAP.


Will a replacement be sent?

No, we don’t automatically send replacements. Our customer service team will work quickly to give you a refund for the damaged items. The refund will go back to your original payment method.

If you still want the product, please place a new order.

Important:
Claims for damaged items must be submitted within 7 days of delivery.

I would like to return my purchase, what do I do?

We want you to be thrilled with what you ordered, but if you don’t, you’ve got 14 days from the day your package arrives to send it back.

To be eligible for a return, items must be unopened, unused, and undamaged. We do not accept returns of products purchased on a price-campaign with reduced price. Keep your proof of purchase handy.

Returns aren’t free—we’ll deduct a fee of 5 EUR from your refund. Original shipping costs can’t be refunded.

How to return an item:

Check the clock – Make sure you request a return within 14 days of delivery.

Reach out to us, at hello@snuscrew.com - and when you do, please share:

  1. Your order number
  2. The product name and quantity you wish to return
  3. Why you're returning it

We’ll review your request and guide you through the return process. Once we get your items and confirm everything’s good, we’ll issue your refund.

Timing:
Usually refund is back at your account within a few days, but it few cases, it may take up to 14 days to process your refund, which will go back to the original payment method you used.

I haven’t received my refund yet?

Returns can take up to 14 days to reach our warehouse, get checked, and for your refund to be processed.

We suggest keeping an eye on your return tracking for updates!

Even after your return shows as "delivered," it can take up to 5
business days for us to process it. Once everything’s inspected, we’ll issue your refund ASAP. Depending on your payment method, it might take
another 1-5 business days to show up in your account.


If it’s been longer or you need clarification, reach out to us with the following at hello@snuscrew.com:

  1. Your order number
  2. Your return
    tracking number
  3. A quick description
    of the issue

We’ve got your back!