FAQ

FREQUENTLY ASKED QUESTIONS

As the titel of the page suggest we often get questions from our customers and we’ve gathered some of the most common ones right here. We hope that you’ll find this compilation of frequently asked questions useful. If you can’t find the answer to your question here you’re more than welcomed to contact our friendly and helpful customer support right here 

You must be atleast 18 years old to place an order at BuySnus.at

CAN I ORDER NICOTINE POUCHES OUTSIDE AUSTRIA?

Yes, but not from BuySnus.at since we only ship to Austria. If you don’t have an address in Austria and wish to order nicotine pouches, snus or chew, please visit one of our partner sites.

BuySnus.ch for orders within Switzerland

BuySnus.eu for orders within the EU

BuySnus.com for orders outside the EU

CAN I CANCEL MY ORDER?

It’s only possible to cancel your order if it hasn’t entered the shipping process. If the order has been shipped 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.

CAN I CHANGE THE DELIVERY ADDRESS OF MY ORDER?

If you wish to change the delivery address for an order, please contact us at info@buysnus.at as soon as possible. An address change for a delivery is only possible before the order has been shipped away from our warehouse. To avoid this make sure that the delivery address for the order is correct and complete.

With your customer account and your ”Address book” it’s possible to save and manage up to 5 different addresses. At the checkout, simply select the address you want your order to be delivered to. Easy, fast and no more hassle with re-enter your address for every new order.


IS THERE A MINIMUN ORDER QUANTITY?

No, we don’t have a minimun item limit. If you wish to order one single can, that’s perfectly fine!


I HAVEN’T RECEIVED MY ORDER OR SHIPPING CONFIRMATION

If your confirmation e-mail hasn’t arrived in your inbox there might be a few possible reasons why. Check if the e-mail address you’ve registered at BuySnus.at is correct and up to date. If needed, please update it in order to avoid problems like this in the future. Some other reasons might be that the confirmation e-mail have ended up in you spam folder, that your email storage could be full or that your email server might have been down for a short time when we sent you the confirmation.

If you haven’t received your confirmation e-mail please contact us at info@buysnus.at and we’ll happily resend it to you.


AVAILABILITY OF GOODS IN STOCK

If you’ve ordered an item that isn’t covered by our stock , we’ll notify you as soon as possible by e-mail. Partial deliveries are not possible and we don’t ship your order until all items are covered. We work hard to update our website to avoid these kinds inconvenience and disappointments when ordering.



HOW MUCH IS THE SHIPPING COST?

The shipping costs depend on the weight of your shipment and the chosen shipping alternative. During checkout you will be shown the shipping costs for each shipping alternative. The cheapest alternative is automatically preselected.


HOW DOES THE SHIPPING WORK?

After you’ve completed and placed your order, it will be processed and shipped right away (usually withing 24 hours on business days). We take great care in packing your nicotine pouches neatly and carefully in order to avoid potential damages in transit. When your order has been packed and shipped you’ll receive a shipping confirmation by email. If you chose to use UPS then this shipping confirmation e-mail will also contain a order shipment number, this number can be used to track your order.

CAN I TRACK MY PARCEL?

Yes you can with UPS. When your order has been packed and shipped, we’ll notify you with a shipping confirmation e-mail. In this e-mail you’ll find the shipment number for your order. Use this number when logged in on your customer account or at UPS My Choice to track your parcel.

The packages sent with the Swedish postal service doesn’t have tracking- or referens number and can’t therefore be tracked.

SHIPPING ALTERNATIVES

At BuySnus.at we want to ensure that you’ll receive your nicotine pouches as convenient and fast as possible. We therefore offer several different shipping options.

UPS Standard

Delivery time: 5 working days after shipment
Delivery in the course of the planned delivery day
Registered shipment with shipment tracking

UPS Express

Delivery time: 1 - 2 working days after shipment
Delivery by 10:30 a.m. or 12:00 p.m. on the scheduled delivery date
Registered shipment with shipment tracking

Requires an adult signature (21 years or older)

UPS Express Saver

Delivery time: 1 - 2 working days after shipment
Delivery in the course of the planned delivery day
Registered shipment with shipment tracking

Requires an adult signature (21 years or older)

Postal Service:

Delivery time: approx. 2 - 5 working days after shipment
No guaranteed delivery day, the delivery time is an average value.
Unregistered shipping, this means that you cannot track your shipment.

I HAVEN’T RECIEVED MY ORDER SENT BY THE SWEDISH POSTAL SERVICE

We’re terribly sorry that you haven’t recivied your order. The delivery times of 2-5 business days serves as guidelines. These are not guarantees and we don’t replace or refund missing or late deliveries caused by circumstances beyond our control. But fortunately these kind of troubles and delays are very rare.

When chosing the Swedish postal serivce to deliver your order, please make sure that the shipping address registered is correct. The packages sent by the Swedish postal service can’t be tracked since they don’t have and tracking number. We’ll send your order to the exact address you’ve submitted. If your order hasn’t arrived within 10 days after the estimated delivery time, please contact our customer service and we’ll look in to it and assist you getting your order delivered.

HOW CAN I CHANGE MY DELIVERY ADDRESS?

If your order has started the shipping process and has been picked up for delivery it’s unfortunately not possible to change the delivery address. To avoid this please make sure to double check the delivery address for your order before you place it.

If you’ve registered the wrong address, please contact our customer service as soon as possible and state your order number and the new delivery address. We’ll then check if it’s still possible to change the delivery address and if so, make the requested change.

CAN I RETURN MY ORDER?

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. All products must be returned in their original packaging, including all packaging materials. The rolls must also be in their original packaging. You bear the 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 (Post and UPS Standard). If you have chosen express delivery, e.g. UPS Express or UPS Express Saver, we will not refund the entire shipping costs, but only the corresponding rate for standard shipping.

MY PARCEL CONTAINS UNORDERED OR DAMAGED GOODS

When you’ve recieved your parcel from BuySnus.at, please check right away that the content match your order in terms of items, quantity and if it contains any defective or damaged goods. You must notify us by e-mail at info@Buysnus.at within 10 working days of the receipt of the delivery. We’re not liable for the replacement of the goods if you don’t contact us within this period.

When contacting us about unordered or damaged goods, please send us:

- Your order number

- A short description of the defect

- Number of cans affected

We are not obliged to replace your goods if the damage has been caused by circumstances beyond our control. We will of course send you a replacement product if the defect or damage clearly has been caused by us.

TRANSPORT DAMAGES

Please report any transports damages directly to UPS or to the Swedish post service. BuySnus.at is not responsible for any loss, damages or delays caused by circumstances beyond our control.

WHICH COUNTRIES ARE WE SHIPPING TO?

Here at BuySnus.at we only sell and ship nicotine pouches to Austria.

Feel free to visit one of our partner sites if you would like to order products like snus, chew or nicotine pouches outside of Austria:

www.buysnus.ch – for orders to Switzerland

www.buysnus.eu – for orders within the EU

www.buysnus.com for orders outside the EU.


FORCE MAJEURE

BuySnus.at is not responsible for compensating you for missing, damaged or late orders caused by circumstances or incidents beyond our control.





HOW CAN I PAY AT BUYSNUS.AT?

At BuySnus.at you can choose between several different payment alternatives:

-PayPal

-Bank transfer

-Credit card (MasterCard or Visa)

We use an SSL (Secure Socket Layer) secured server, which is password protected in order to ensure that all transactions on BuySnus.at are secure. You can read more about i in our Payment section

HOW DOES THE PAYMENT WITH PAYPAL WORK?

If you choose the option to pay with PayPal, you’ll be redirected to PayPal at the end of the order process.

For those who already have a PayPal account, simply login with your user data and confirm the payement, New to PayPal? Register either as guest or create an account and then confirm the payment,

The registration of your payment may take a few minutes but as soon as it’s done your order will be packed and shipped (usally within 24 hours on workdays).


HOW TO PAY WITH A BANK TRANSFER

After clicking on ”Buy” and completing you order, the amount to be transferred and the account information will be displayed on the following page. A confirmation e-mail will also be sent to you. This confirmation e-mail will also contain the information needed to complete the transfer. As soon as the money arrives on our account, your order will be processed and delivered to you - usually within 2-5 business days after the bank transfer has been completed.

Our bank details for SEPA transfers:

Payee: MaKe WeBo AB
Box 2180
53102 Lidköping

Schweden

Purpose of payment: Your order number

IBAN: SE7560000000000599918292

BIC: HANDSESS
Bank: Svenska Handelsbanken


MY ORDER CONFRIMATION AND PAYMENT INSTRUCTIONS HASN’T ARRIVED

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 then the e-mail 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.

CAN I PAY WITH MY CREDIT CARD?

At BuySnus.at you can safely and comfortably pay with your credit card. We accept both Visa and MasterCard credit cards.


WHAT IS A CVV SECURITY CODE?

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 in online transactions to ensure that the person making the payment has the physical card. Here is an example on where you can find your CVV code:

HOW ARE MY CREDIT CARD DETAILS HANDLED?

The security of our customers data is extremely important and a top priority for us. We use DIBS in order to carry out secure credit card transactions. More information about this can be found in our Payment section.



ERROR MESSAGES WHEN PAYING

If you encounter an error message while completing your payement, please make sure that your credit card is one of our accepted cards (MasterCard and Visa) and that you’ve entered your credit card information correctly. Both the card number and the CVV code must be entered without spaces. If the credit card number is correct, please check if the card has sufficient coverage and that it’s still valid. Another possible reason might be that there was a temporary connection problem with your card issuer’s bank. In that case, wait for a while and try to complete your order later. If that doesn’t solve the problem, please contact your bank.

HOW DO I CREATE A CUSTOMER ACCOUNT?

New to BuySnus? No problem, you can create and register your own customer account with a few quick and easy steps. Go to ”Login / Register” at the top of the page, fill in all the ”*” marked fields, then click on ”Create account” and you’re ready to go!

WHERE CAN I FIND MY ORDERS?

You can access your order history when logged in on your customer account. There you’ll find all your orders and the alternative to get a detailed view for each specific order. Click on ”Details” on the desired order to get detailed information about it such as:

- Order number and date

- Shipping and payment method

- The shipping and billing address

- Order amount

- The status of your order

- Shipping status

HOW DO I CHANGE MY ADDRESS?

You can store and manage up to 5 different addresses with your customer account. Login and click on the category ”My address” and you’ll get an overview on your saved addresses. From here you have the option to change and update them if needed. At the checkout simply choose one of your saved addresses and your order will be shipped to that address, convenient right? No more hassle with re-writing your address with every new order.

Please make sure to update your address book if you’ve changed you address. It’s important that the address is correct and up to date as we unfortunaly can’t change the address of an order once it has been shipped from our warehouse.

I FORGOT MY PASSWORD, WHAT SHOULD I DO?

Don’t worry, you can reset your password fast and easy by clicking this link RESET PASSWORD.

Simply enter the e-mail address you’ve registered on BuySnus.at and we’ll send you a new password. The e-mail with the new password might take a few minutes to reach you and if you haven’t received the e-mail, please check your spam folder.

HOW CAN I DELETE MY ACCOUNT?

If you would like to close your account with us, please contact us via our contact form or send us an e-mail to info@buysnus.at.

HOW DOES BUYSNUS.AT HANDLE MY PERSONAL DATA?

The protection of your data and privacy is incredibly important for us. Our goal is to provide the best shopping experience possible, and the protection of your personal data is an integral and extremely important part of that. The data we collect is only used to improve our service and to process your order. We will never share your personal data with a third party without your consent.

Detailed information and our privacy policy can be found here: Privacy

ARE YOUR PRODUCTS TOBACCO FREE?

Yes. The nifty thing about all white nicotine pouches is that they use natural fibers instead of tobacco. These kind of fibers provides the same feeling and flavor experience as any regular chew or snus without using tobacco.

ARE THE NICOTINE POUCHES BOUGHT AT BUYSNUS.AT FRESH?

Absolutely, we receive fresh deliveries straight from the manufactures several times a week. These frequent deliveries gives us the opportunity to keep our stock as low as possible and quickly restacked when needed. We keep our products refrigerated and almost all orders are shipped within 24 hour (on workdays). This guarantees that all of our products are as fresh as they can be and always ready to be enjoyed.

HOW LONG ARE YOUR PRODUCTS FRESH TO USE?

Nicotine pouches has a relative long shelf life (approx. 1 year depending on the brand) thanks to them being tobacco free. The natural fibers and low moisture content eliminates the need to store the pouches refrigerated in order for them to stay fresh. We recommend you to keep them dry and at room temperature.

DO YOU ALSO HAVE A SHOP IN AUSTRIA WHERE I CAN BUY ALL WHITE NICOTINE POUCHES?

No, we exclusively sell our products online. You’re more than welcome to take a look around in our webshop and browse through our big selection of all white nicotine pouches and place an order online.




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