Common questions about ordering, shipping, payment, age verification, returns, and product authenticity. For anything not covered here, email us — see the Contact page.
Orders and shipping
How long does shipping take? Standard delivery is 2–5 business days from order confirmation, depending on destination. We dispatch within one business day; Canada Post handles transit. Central Canada (Toronto, Ottawa, Montreal) is the fast end (2–3 days). Western Canada (Calgary, Edmonton) is 3–4 days. Vancouver and Halifax are 4–5 days. Northern and rural addresses add 1–2 days. Newfoundland and the territories take longer due to ferry/air transit.
Do you offer expedited shipping? Not at this time. All orders ship via Canada Post standard parcel. We’re working on adding Xpresspost as an option for users who need faster delivery; not live yet.
Do you ship to PO boxes? Yes. PO boxes work with Canada Post standard parcel delivery.
Do you ship outside Canada? No. We ship Canada-only. If you’re a Canadian abroad needing pouches, you’ll need a US-side reshipper service.
How do I track my order? Tracking number arrives in your shipment-confirmation email (separate from the order-confirmation email). Track at canadapost.ca or in any major package-tracking app.
My order says delivered but I didn’t receive it. First check with your building, mailroom, or any household member who might have collected it. Canada Post sometimes leaves packages at neighbouring units. If it’s genuinely missing after 24 hours, email us with your order number and we’ll start an investigation — Canada Post has a delivery investigation process that takes 5–10 business days.
Payment
What payment methods do you accept? All major Canadian-issued credit and debit cards (Visa, Mastercard, American Express, Interac). Some banks flag nicotine-product purchases as restricted — if your transaction declines, contact your bank to confirm nicotine retailers are allowed.
Are prices in Canadian dollars? Yes. All prices are CAD. We don’t accept USD, EUR, or other currencies.
Do you charge GST/HST/QST? Yes, at the rates applicable to your shipping province. Tax is calculated and shown at checkout.
Do you offer payment plans or buy-now-pay-later? No. We don’t currently support Klarna, Afterpay, Affirm, or similar split-payment services.
Age verification
What’s the legal age to buy nicotine pouches in Canada? 19+ in most provinces. 18+ in Quebec and Manitoba (provincial age-of-majority differences). We enforce 19+ as our default floor and accept 18+ for Quebec and Manitoba billing addresses.
How does age verification work? At checkout, you confirm your date of birth and acknowledge the 19+ requirement. We verify identity through your billing details and address. We may request additional ID verification for orders that flag our systems (high value, unusual shipping address, etc.).
Will my order be discreet? The package itself is plain — no branded outer packaging. The inner contents are clearly labeled by manufacturer (ZYN, VELO, etc.). Canada Post tracking shows the sender as our business name.
Products and authenticity
Are your products authentic? Yes. We stock factory-produced inventory direct from the manufacturers (Swedish Match for ZYN, BAT for VELO, GN Tobacco for White Fox, Pablo for Pablo). Imports through compliant Canadian channels. We don’t carry knockoffs, refilled cans, or grey-market repackaged product.
Why are some flavours from different countries? ZYN, VELO, and White Fox are manufactured primarily in Sweden for the European market. Many of the flavours we stock are European-market production runs imported to Canada. The product is identical to what Swedish or German buyers receive — same factory, same recipe, same can. Some packaging text may be in European languages (Swedish, German); the product is the same.
How should I store my pouches? Room temperature, away from direct sunlight. The cans are sealed but flavour and nicotine release degrade slightly over time. Most cans carry a best-before date roughly 12 months from manufacture. Storing cans in a fridge or freezer extends freshness if you bulk-buy.
Returns and refunds
What’s your return policy? Unopened cans within 30 days of delivery — return for refund. Opened cans are non-returnable for health and tamper-evident reasons.
My pouches arrived damaged. What do I do? Email us with your order number and a photo of the damage. We’ll either reship or refund depending on what works for your timing. We cover return shipping for damaged-in-transit items.
I ordered the wrong flavour. Can I exchange? Unopened cans yes (within 30 days). Email us to start the exchange — we don’t auto-process exchanges; we coordinate by email.
Account and orders
Do I need an account to order? No — guest checkout is supported. Creating an account makes reordering easier (saved addresses, order history) but isn’t required.
Can I cancel an order after placing it? If we haven’t dispatched yet — yes, email immediately with your order number. Once shipped (usually within one business day of order), cancellation isn’t possible — you’d need to return the unopened items after delivery.
For anything not covered here, see Contact for current channels.