|Generall questions | Payments | Regulations | Delivery information | 6th roll concept | Miscellaneous |
FAQs
Here are the most frequently asked questions and answers. If your question is not here or you need additional information, you can contact us here or at order@buysnus.com.
General Questions
Do you have a minimum ordering limit?
We do not have a minimum ordering limit and customers who whish to order only one can nicotine pouches are welcome to do so.
I do not see the country to send to in your delivery list. Does it mean you do not deliver there?
Unfortunately, if the desired destination is not in the BuySnus.eu-country-list, the BuySnus-Eu-Shop is not aible to deliver there. However, the BuySnus-Shop-Family is big!
If you are looking for to order to Austria, chose the Austrian-Snus-Shop www.snus.at.
If you aim tot oder to Switzerland, chose the Swiss-Snus.Shop at www.snus.ch!
For orders for other parts of the world outside the EU, you are welcome to order at www.buysnus.com !
Is it possible to buy your products in a physical store somewhere else?
BuySnus is a e-store selling and nicotine pouches online. A personal pick up is not possible. Please place your order on our website www.buysnus.com/eu/ .
Payment
How do I pay on BuySnus.eu?
Once you have registered as a customer on BuySnus.eu, you can pay in advance with creditcard (Visa, MasterCard), PayPal or by international Sepa-Bank Transfer. All transactions that are made on BuySnus.com are secure and are sent through a SSL (Secure Socket Layer)-secured server with a password protection. For further details see "Secure payment" section.
How are you handling my credit cards data?
As a customer in our web shop you can feel secure, we use Nets for the electronic card transactions between your and our bank. For more information see the menu Secure payment
What is security code - CVV?
The Card Verification Number (CVV) appears in the signature line on the back of your credit card. This number helps protect you from fraud because it is only printed on your credit card. (See the example below).
How do you charge me?
We accept payments in advance with either credit card, PayPal or by bank transfer. All credit card transactions are sent through a SSL (Secure Socket Layer)-secured server with a password protection.
How do I pay through a bank transfer?
When you pay by bank transfer you place an order and all the details needed to process the bank transfer will be sent to your e-mail whithin a few minutes. We will activate your order as soon as we have received a confirmation on that the transaction has reached our account - this usually takes about 2-5 business days after you have made the transfer.
Our Bank Account Information
Reiceiver of the payment: MaKe WeBo AB
Box 2180
53102 Lidköping
Sweden
Reference: your BuySnus-ordernumber
IBAN: SE75 6000 0000 0005 9991 8292
BIC: HANDSESS
Bank: Svenska Handelsbanken
How do I pay with PayPal?
If you pay via PayPal, you will be redirected to PayPal for payment. If you already have a PayPal account, you can log in with your user data and complete your payment. If you do not have a PayPal account, you can either log in as a guest or create a free account and then confirm your payment.
The receipt of your payment is registered at BuySnus shortly after and your order will be processed and sent to you as soon as possible.
I have not received an order confirmation or instruction for the bank transfer
Please e-mail us at order@buysnus.com and we will resend the information about the order to your e-mail again. If you have not received an order confirmation e-mail etc. it can depend on many things. Please check that you have registered your e-mail address correctly, if not please make the updates needed as soon as possible. Other reasons for that you have not received any e-mail from us could be that your e-mail sever was down when we sent you the e-mail. Also make sure that our e-mail didn't reach you because of a SPAM protection, especially when you have encoding your e-mail for this. Sometimes, if you have an e-mail storage that has reached the limited quote you will not get our mail because of that.
I am experience an error when i'm trying to pay
Please check that you have used a valid card such as VISA or MasterCard. If an error occurs it could be a problem with the connection with your card issuers bank – it could e.g. be temporarily down when you tried to pay. When this happens, please try to place an order at a later time and if the error still shows up, please contact your bank.
Other reason could be that you have not written the numbers of your card correct. The card number and the CVV code should be written in an unbroken sequence (with no spaces). Also check that you have written the right CVV code (the three last card numbers on the back of your card) and the correct expiration date of the card. Make sure that your card is valid and has not reached the expiration date and that you have sufficient of funds on your account.
Regulations
Conditions and Custom Duties
By using our site, you understand and expressly agree to be legally bound by these Terms and follow the Terms and Conditions. BuySnus.eu will have the authority to deny access to our services if they're not followed.
To place an order on BuySnus.eu you have to be 18 years or older.
Please note that all orders imported may become subject to routine custom controls, in which your package may be opened and examined. This process might also add some extra days to the delivery time which BuySnus.eu cannot be held responsible for even though the delivery has a guaranteed time of delivery. If the customs require any specific documents or information from the importer for the package to be imported, you have the responsibility to provide all they ask for.
As the importer, you also have the responsibility to follow all local laws in the country of import which you may be a subject to. BuySnus.eu recommends any importer to check with the local customs as to make sure that the intended order will progress in accordance to all current active regulation in the recipient country.
If you have any questions regarding import regulations to your specific country BuySnus.eu recommend contacting the local customs authorities in first hand, but you may also contact our competent customer support with any such questions and we will get back to you with an answer as soon as possible.
All costs for your order such as product costs, shipping charges and VAT (for orders to EU-countries) will be indicated in the checkout before placing your order, as well as in the order confirmation.
Delivery Information
How is the shipping done?
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You will receive an order confirmation directly on the home page when the purchase is completed. An e-mail with a confirmation refrerring to your order will be sent to your registered e-mail address. Most orders that are paid with credit card or PayPal are sent within 24 hours on business days.
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We will send your goods in one or several parcels based on how much you have ordered. You products are stored in a secure and cold area, just to keep the products as fresh as possible.
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The time of delivery depends on all involved deliver services. An approximated time frame for delivery within Europe provided by local postal services is 2-5 business days. As soon as your order have been processed and shipped you'll receive a shipping confirmation with the trackingnumber at your registered e-mail-adress. Orders sent with UPS can be traced in your order history, where you also can see the preliminary delivery date. UPS packages shipped by Express or Express Saver have a guaranteed date or time of delivery.
Do I get the shipping cost specified when I order?
Yes, the delivery cost will be specified in your shopping cart. It will update automatically when you change any quantity of products in the shopping cart prior to checkout. The shipping costs are always included in the total price and they will be clearly indicated in the checkout before confirming your order. VAT will always be included in the total price of each product on our website, as well as being specified in total in the checkout before your order is confirmed. The VAT will also be included in the order confirmation sent to you by e-mail.
Shipping alternatives
Please ensure that all details of your shipping address and customer information are correct before submitting your order. BuySnus.eu is not responsible for orders with incorrect or missing information that do not reach you. Make sure to add the name that is on the mailbox to your adress! You have a few different shipping methods to choose between, UPS and The Swedish Postal Service (PostNord). The different alternatives and the shipping cost are presented during the order process in the checkout. (In some countries, it is not possible to ship with UPS at all or only with some of the UPS alternatives). The delivery options are:
Delivery time: 3 – 6 working days within Europe, online tracking.
Delivery times are estimates, no scheduled delivery day or guaranteed delivery time, as this depends on postal services.
Delivery time: 1- 5 working days.
Delivery by the end of the scheduled delivery day. Online tracking.
Delivery time: 1 business day to Germany (1-2 days within the rest of Europe), delivery by the end of the scheduled delivery day, online tracking.
Estimated delivery time: 2-3 working days. You must show identification upon receipt of your package.
Tracking is available 24 hours after the order has entered the shipping process. Home delivery is the default option.
You will receive a shipping confirmation from DHL sent to your registered e-mail address. In this e-mail you will find more information about your order such as tracking number and the option to change where the package will be delivered (To your home, pick-up place etc.).
Please note: The shipping options available may vary depending on which country you live in.
My trackingnumber is not working -why?
Probably it is just too early – so check again later and the trackingnumber will work fine and show how your parcel is moving. However, if there is no update after several days, do not hesitate to contact our customer service.
Return of goods
If you are not satisfied with some or all products of your order you can return them to us and receive a full refund for the products returned. For you to receive a refund it is important that you inform us and ship the products you want to return within 14 days after you have received them. If you don’t inform us that you are returning the products, BuySnus will have the right to deny your return of the goods.
You will have to pay for the return shipping costs yourself. The products must be in their original condition when returned. If the products have been opened or in any other way are not in their original condition, they will be non-refundable. When a roll of nicotine pouches or nicotine free snus is purchased, the plastic covering the roll is regarded as part of the original packaging. If the plastic is removed or moderately damaged or opened it cannot be returned to us.
Get in touch with the BuySnus Customer Care in order to announce the return and to get the shipping adress.
I have not received a e-mail of my order or shipping confirmation
If you have not received an order or shipping confirmation to your e-mail, it might depend on many things. The first thing you should check is that you have registered your e-mail address correctly, if not please make the updates as soon as possible, otherwise the e-mails will continue to be sent to the address you entered in the first place. Please e-mail us at order@buysnus.com if you like to have a new confirmation sent to you again. Other reasons for that you have not received any e-mail from us could be that you e-mail sever was down when we sent you the e-mail. Also make sure that our mail does not reach you because of a SPAM protection, especially when you have encoding your e-mail for this. Sometimes, if you have an e-mail storage that has reached the limited quote you will not get our mail because of that.
I have not received my order sent with postal services post, how come?
We are very sorry that you still have not received your order. The transit times can vary from time to time. Sometimes orders can be delayed if it is held in customs for a while. An approximate time estimate for orders sent by postal service is between 2-5 business days within Europe. It is our experience that most deliveries sent arrive at their destination within the time frame mentioned above. If your order for any reason has not arrived do not contact us until a minimum of 10 days have passed and we are then able to assist you.
Also make sure that you have entered a correct shipping address, please add a name that the can be found on the mailbox. We are not responsible for orders with incorrect or missing information that should not reach you.
How do I update my address?
If any of your details change, such as your address, phone number you can update your details by signing into your account on the BuySnus.com, and update the relevant section. Please visit My pages / Customer info.
I would like to change the delivery address is it possible?
Just log in on BuySnus.eu and update your address on My pages / Customer info. If you already have placed an order and would like to change that address as well please e-mail us as soon as possible on order@buysnus.com. We are not always able to change the address before the order is processed, therefore it is very important that you check your delivery address before submitting your order.
What would happen if I am not at home to collect the delivery?
If the order will not fit in your post box you are going to be notified by the postal services where to pick up your package.
Availability of goods
If BuySnus.eu has insufficient stock to deliver the goods ordered by you, we will notify you as soon as possible either on your shipping confirmation if a part order has been sent or by e-mail at the address given by you in your order form. If your order is divided in several packages (this is noted on your order confirmation) is it possible that the packages for some reason have been separated and thus not arrive at the same time.
Please note that we endeavor to bring our customers the best value we can by running special offers, but remember stocks are limited at the special offer price, and subject to availability. We update our website as fast as possible in order to minimize disappointment.
I have received a wrong /damaged product
Please check your order at arrival. Make sure that you have received the right products and that they are not damage in any way. If the goods BuySnus.eu delivers are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, BuySnus shall have no liability to you unless you notify us within 10 working days of the delivery of goods in question. Please e-mail to order@buysnus.com
BuySnus.eu will not replace products if there are any damage or loss that is out of our control. If this is not the case we will shortly send you a replacement product. You should always make a claim at the post office or directly at the delivery when your order is sent with UPS when you receive an envelope that is damage in any way. BuySnus.eu is not accountable for any damage/delay/loss that is out of our control.
6th roll concept
What is 6th roll concept?
You will receive 1 point for each roll nicotine pouches or nicotine free snus you buy. As soon as you have collected five points you will get the following roll at HALF THE PRICE. Accordingly 1 roll = 1 point and at 5 points you can buy the 6th roll at half-price. The 6th roll concept means that it should be profitable for you to recommend your friends and relatives about our site. This is one of the reasons behind this concept; you will benefit from ALL purchases that people you have recommended have done (only valid when purchasing rolls).
I have placed an order but no points are shown on my account, how come?
The reason for that you have not received any points for you purchase are that you have not bought whole rolls, just single cans. You will receive 1 point for each roll (10 cans of the same kind) that you buy.
Miscellaneous
What happens with my personal data?
Your privacy is important to us, your personal data will be treated with the utmost care. We use your information to process your order as efficiently as possible. They will not be shared with third parties without your explicit consent. To ensure a fast and smooth processing of your order, part of your data (contact details) is passed on to our service partners. This is, for example, the commissioned transport company or bank. However, the amount of the data provided by us is limited to the absolute minimum.
In addition to processing your order, your data may also be used by us for our own marketing purposes, such as product recommendations or discount promotions that we think you may be interested in.
You can always get information about the data stored by us free of charge. Your data will be stored in accordance with the law. If the deletion of your data is not subject to legal retention requirements and the data is no longer necessary to fulfill the purpose of the storage, you can request the deletion of your data.
You may object at any time to the use of your personal information for advertising purposes or individual measures. You can send us a message to info@BuySnus.com to do so.
Are the Nicotine Pouches amd nicotine free snus really fresh?
We get deliveries from the producer several times per week so products are always as fresh as they could be. As a result you are always guaranteed to get perishable goods directly sent home to you. The best before date is one year later as the production date.
Why can't I order Snus or American snuff?
At BuySnus.eu are you able to order nicotine free snus and nicotine pouches.
How is it with the durability?
Durability is a matter of many parameters that are difficult to prevail over. Our recommendation is to store the products dark and cold.
Could I cancel my order?
If you have changed your mind and want to cancel your order is this possible until the order has entered the shipping process. After your order is sent, it is not possible to cancel your order. The order can however be returned to us, and you can have it refunded. Please read more about this in the section called: Delivery information
Cookies and Privacy Notice
By actively using our website, you confirm and agree to that cookies are used and that certain information is saved in your webbrowser. Please note that no information that can be used to identify you as a person will be saved. Any information that is saved is treated as highly confidential information by BuySnus.com and will under no circumstances be left to any third party.
Force Majeure
BuySnus.eu shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond its reasonable control.