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As the title of this page suggest we from time to time get questions from our customers, and we have gathered some of the most common ones right here. We hope that you will find this collection of frequently asked questions useful. If you can’t find the answer to your question down below, you’re more than welcome to contact our friendly and helpful customer support right here or at info@BuySnus.at
IMPORTANT INFORMATION: You must be at least 18 years old to place an order at BuySnus.at
Yes of course, but not from BuySnus.at since this is an Austria exclusive shop. If you don’t live in Austria and whish to order tobacco free nicotine pouches, Swedish snus or Chewing Bags, swing by one of our other BuySnus-shops:
BuySnus.ch - The shop for you who live in Switzerland.
BuySnus.eu - The shop for you who live in an EU-member country.
BuySnus.com - The shop for you who live in a country that isn't an EU-member
Yes, but it is only possible to do so if your order hasn’t entered the shipping process. If your order has been processed and shipped from our warehouse, it’s no longer possible to cancel it. If you want to cancel your order, please contact us at info@BuySnus.at as soon as possible.
BuySnus.at is not liable for any kind of shipping and transport damages caused by circumstances beyond our control.
Non-perishable products purchased on the Internet can be returned within 14 days. The following rules therefore do not apply to sweets ordered on BuySnus. These cannot be returned.
If you wish to cancel your purchase and return your goods to us, please contact us as soon as possible, in any case no later than 14 days after receipt of the order. IMPORTANT: Contact us before you send the products back to us. We are not obliged to accept returns without prior notice. You will find our contact details below.
Please note: All products must be returned in their original packaging, including all packaging materials. The rolls of cans must also be in their original packaging. You bear the upfront costs for the return, these are not borne by BuySnus.at.
As soon as we have received your return the goods will be checked, and we will refund you the purchase price including shipping costs for standard shipping (UPS Standard). If you have chosen express delivery, e.g. UPS Express Saver, we will not refund the entire shipping costs, but only the corresponding rate for standard shipping.
This is how you can contact us:
Choose the subject "Returns" in the contact form on our page and enter your order number. Please inform us in your message about the products and the number of cans you would like to return.
Send your package to:
Nico Distribution, s.r.o.
Lannova 2061/8, Nové Mesto
Praha 110 00
If you have any questions about the current status of your order - or any other questions, please feel free to contact our friendly customer support team.
If you wish to change the delivery address for your order, please contact us at info@BuySnus.at as soon as possible. An address change for an order is only possible if the order hasn’t entered the shipping process. To avoid this, make sure that the delivery address for the order is correct and complete before placing your order.
When logged in on your customer account it is possible to save and manage up to five different addressed at your “Address book”. At the checkout, simply select the address you want your order to be delivered to. An easy, fast and hassle-free way to select your address without having to re-enter it for every new order.
No, BuySnus.at don’t have a set minimum item limit. If you wish to order just one single can, that’s perfectly fine!
If your order- or shipping confirmation e-mail hasn’t arrived to your inbox there might be a few possible reasons to why:
- Check that e-mail address you’ve have registered at BuySnus.at is correct and up to dated. If needed, please update it as soon as possible to avoid this kind of problems in the future.
- Check you spam folder. The confirmation e-mail might have wrongfully been marked as spam.
- Your inbox might be full. Some e-mail providers have put a limit on much data can be stored in the inbox.
- The e-mail server might have been down for a short time when we sent you the confirmation e-mail.
If you haven’t received your order- or shipping confirmation e-mail, please contact us at info@BuySnus.at and we will resend it to you.
If you have ordered an item that is out of stock, we will notify you by e-mail. Partial deliveries are not possible, and we don’t ship an order until all items are covered. We work hard and diligent to keep our website up to date to avoid these kinds of inconveniences.
The shipping costs for your order will be clearly shown at the checkout.
After you have completed and placed your order, it will be processed and shipped right away (usually within 24 hours on business days) as soon as we have received your payment. We take great care in packing your tobacco free nicotine pouches neatly and carefully to avoid potential damages during transit. When your order has been packed and shipped from our warehouse, you will receive a shipping confirmation to your registered e-mail address.
If you choose UPS as shipping alternative, the shipping confirmation e-mail will also contain an order shipment number. You can use this number to track your order.
Yes, it is possible to track your package online with UPS. When your order has been processed and shipped, you will receive a shipping confirmation e-mail. I this shipping confirmation you will find the tracking number for your order. You can use this number when logged in on your customer account or at UPS to track your package online.
Orders sent with the Postal Service don’t have a tracking or reference number and can't therefore be tracked.
Delivery time: 5 working days after shipment.
Delivery during the planned delivery day.
Registered shipment with order tracking.
PLEASE NOTE: These delivery times serves only as estimates. BuySnus.at is not responsible for shipping delays, damaged or lost packages caused by circumstanced beyond our control.
We’re terribly sorry that you haven’t yet received your order. The delivery time of 2-5 business days is an estimate and serves only as a guideline. It is not a guarantee, and we don’t replace nor refund missing or late deliveries caused by circumstances beyond our control. Fortunately, these kinds of troubles and delays are incredibly rare.
When choosing the Postal Service as shipping options, please make sure that the delivery address you have entered is correct and complete. Packages sent by the Postal Service can’t be tracked since they don’t have a tracking number. We will ship your order to the exact address you have submitted. If your order hasn’t arrived within 10 days from the estimated delivery time, please contact our customer support at info@BuySnus.at. We will investigate it and assist you to the best of our abilities to get your order delivered to you.
Yes, but only if your order hasn’t entered the shipping process and has been picked up for delivery. It’s unfortunately not possible the change the delivery address at that stage. To avoid these kinds of issues, please make sure to double check the delivery address for your order before confirming it.
If you have submitted the wrong address, or if you would like to change it, please contact our customer support at info@BuySnus.at as soon as possible. State your order number and the new delivery address. We will then check if it’s still possible to change the delivery address and if it is, make the requested change.
If you would like to order products such as Swedish snus, Chewing Bags or nicotine pouches to other countries, you can visit one of our other sites:
www.buysnus.ch – for orders to Switzerland
www.buysnus.com/eu – for orders within the EU
www.buysnus.com - for orders outside the EU.
At BuySnus.at the shipping costs and VAT will be clearly shown at the checkout before you confirm your order.
Please note that international shipments might sometimes go through random checks and be opened by customs authorities. We at BuySnus.at are not responsible for delays or damages caused by these kinds of customs controls.
BuySnus.at is not responsible for compensation in the case of missing, damaged or delayed orders caused by circumstances or incidents beyond our control.
Yes, more information about this can be found in the paragraph about Right of withdrawal above.
When you have received your order from BuySnus.at, please check right away that the content matches your order in terms of items and quantity, and if it contains any defective/damage items. You must notify us by e-mail at info@Buysnus.at within 10 working days from the receipt. BuySnus.at is not responsible for replacement of the items is you don’t contact us within this period.
When contacting us about wrong, unordered, missing or damaged items, please state:
- Your order number
- A short description of the defect
- Number of cans affected
We are not obligated to replace your items if you have ordered the wrong products by mistake, or if the damage has been caused by circumstances beyond our control. We will of course send you replacement products if the defect or damage has been clearly caused by us.
Please report any transport damages directly to UPS. BuySnus.at is not responsible for any loss, damages or delays caused by circumstances beyond our control.
At BuySnus.at you can choose from the following payments options:
-Credit card (MasterCard, Visa)
We use an SSL (Secure Socket Layer) secured server, which is password protected, to ensure that all transactions on BuySnus.at are secure. You can read more about it on our Payment page here.
At BuySnus.at you can safely and conveniently pay with your credit card. We accept both Visa and MasterCard credit cards.
Card Verification Value or CVV for short is the three-digit number found over the signature on the back of your credit card. This number is used for online transactions to ensure that the person making the payment has the physical card.
The security of our customers’ data is of the utmost importance and a top priority for us. We use Global Payments to carry out secure credit card transactions. More information about this can be found on your Payment page here.
If you have encountered an error message while trying to complete your credit card payment, please make sure that your credit card is one of our accepted cards (MasterCard and VISA) and that you have entered your credit card information correctly. Both the credit card number and the CVV code must be entered without any spaces.
If the credit card number has been entered correctly, please check if the card still valid and that is has sufficient funds to complete the payment.
Another possible reason could be that there was a temporary connection problem with your card issuer or bank. If that’s the case, please wait for a while and try to complete your payment again at later a later time.
If the problem persists, please contact your bank.
Make an easy and quick payment with Google Pay on your Android devise using your stored credit card. You can choose Google Pay after you have selected Credit card payment and confirmed your order in the checkout.
Your credit card information is never shared, instead Google Pay use a virtual number to represent your information so that your card information is kept safe.
If you want to pay by bank transfer, choose it as payment alternative at the checkout.
When you have confirmed and completed your order, you will receive an order confirmation sent to your e-mail address with BuySnus.at’s bank account details.
Please note: It may take a few bank business days until your bank transfer transaction is credited to our account.
You order will be processed and shipped as soon have we have received your payment.
If an order is not paid for within 14 days, it will be cancelled.
Reason for payment
Please enter the order number/reference number you received in your order confirmation as the reason for payment. This makes it possible for us to match your payment with your order, which avoids preventable and unnecessary delays.
The bank transfer should be marked as either SHA or OUR, as we will have to reduce the order if we are being billed costs other than those taken by our bank.
If you haven’t received an order confirmation by e-mail it might be due to one of these following reasons:
Please check that the e-mail address you’ve registered is correct. If it’s correct, the e-mail confirmation might have ended up in your spam folder. Another possibility may be that your e-mail storage set by your provider has reached its limit or that your e-mail server went down for a short time when we sent you the confirmation e-mail. Please contact us at info@BuySnus.at and we’ll send you the requested information again.
Are you new to BuySnus and our shop? Welcome! You can create your own customer account by following these quick and easy steps. Click on “LOGIN” at the top of this page, fill in all the “*” marked fields, then click on “Register” and you’re ready to go!
You can access your order history when logged in on your customer account. There you’ll find all your orders and the option to get a detailed view for each order. Click on “Details” on the desired order get detailed information about it such as:
- Order number and date
- Shipping and payment method
- The shipping and billing address
- Order amount
- The shipping status of your order
Don’t worry, you can reset and change your password fast and easy by clicking the “Forgot your password?” link at the LOGIN page that you can access at the top of our website.
After you have clicked this link, enter the e-mail address you have registered at BuySnus.at and we’ll send you a new password to your address. This e-mail containing your new password might take a few minutes to reach you, and if you haven’t received the e-mail please check your spam folder and that you have entered the right e-mail address.
Use this new password to log in on your account. There you can change it to a password of your own choosing.
Please make sure to update your address book in your customer account if you have changed your home address. It’s important that the address is correct and up to date since we can’t change the address of an order once it has entered the shipping process.
The protection of your data and privacy is of the utmost importance for us. Our goal is to provide the best shopping experience possible, and the protection of your personal data an information is an integral part of that. The data we collect is only used to improve our service and to process your order. We will never share our personal data with a third party without your consent. You can read more about our privacy police here.
Yes! The nifty thing about all-white nicotine pouches is that they use natural fibers instead of tobacco. These kind of fibers provide the same feel and flavor experience as any regular chew or snus without using tobacco.
Absolutely! We receive fresh deliveries straight from the manufacturers with frequent intervals. This gives us the opportunity to keep our stock low and quickly refilled when needed. We keep our products refrigerated and almost all orders are shipped within 24 hours (on business days). This guarantees that all our products are as fresh as they can be and always ready to be enjoyed.
Tobacco free nicotine pouches have a relatively long shelf life (approx. 1 year depending on the brand and manufacturer) thanks to them being 100% tobacco free. Their natural plant fiber fillings and low moisture contents eliminates the immediate need to store them refrigerated in order to keep them fresh (this is however recommended if you want them to stay in top condition for a longer time). We recommend you keep them stored dry and at room temperature.
Unfortunately no, we exclusively sell our products online. You’re more than welcome to look around here at our online shop and browse through a big and varied selection of all-white and tobacco free nicotine pouches.
Thank you for visiting BuySnus.at - our shop exclusively for customers in Austria. If you live outside Austria and the Eu, we'd like to welcome you to BuySnus.com. Just click the button below and we will get you to the right place.