FAQ

Here are some questions that customers frequently ask us. We hope that the answers are helpful to you. If your question is not here or you need additional information, you can contact us here.

General questions

Do you have a minimum ordering limit?
We do not have a minimal ordering limit and customers wishing to order only one can of snus 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 our lists are we are unable to deliver there.

Is it possible to buy your snus in stores somewhere else?
We only have an online store selling snus. Please place your order on our website www.BuySnus.com, where you will find a range of snus varieties.

Payment

How do I pay on BuySnus.com?
Once you have registered as a customer on BuySnus.com, you can pay in advance with Visa, MasterCard, PayPal or by 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 - CVV2?
The Card Verification Number 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 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 go to "Shopping cart" and continue with the order process. When the page with “Shipping and payment” comes up you choose bank transfer instead of credit card and when you have pressed continue you push the button “Send instructions”. You will in a few minutes receive an e-mail with all the details you will need for the bank transfer. We will activate your order as soon as we have got information that the money is on our account, this usually takes about 2-5 business days after you have made the transfer.

How do I get the information I need for the bank transfer?
When you have placed an order through a Bank transfer you will in a few minutes receive an e-mail with all the details you will need for the bank transfer.

I have not received an order confirmation or instruction for the bank transfer
Please e-mail us at order@buysnus.com and we will in a short while 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 as soon as possible. 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 look that our e-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.

Error when trying to pay
Please check that you have used a valid card such as VISA, Eurocard or MasterCard. If an error occurs it could be a problem with the connection with your card issuer's bank, it could be temporarily down when you try to pay. When this happens, please try to place an order later 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 CVV2 code should be written in an unbroken sequence (with no spaces). Also check that you have written the right CVV2 code (the three last card numbers on the back of your card) and Expire date of the card. Make sure that your card is valid and has not reached expire date and that you have money your account.

Regulations

Regulations and customs charges
By using our site, you understand and expressly agree to be legally bound by these Terms and follow the Terms and Conditions.

To place an order with BuySnus.com you have to be 18 years or older (19 years or older for residents of Alabama, Alaska or Utah). Please note that due to the requirement of an adult signature, with "Adult 21" being the only option, shipments to the U.S. might require an adult of at least 21 years to be available to sign for the package, even though the content is declared and may legally be purchased at age 18 or 19. As most other countries we shipt to do not differentiate between age 18 and 21, this is not an issue there.

If you are ordering goods for delivery, please note that your consignment may be subject to import duties and taxes, which are levied once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be borne by you.

Some countries have regulations and restricted imports of the quantity of imported smokeless tobacco products and different countries have varied duty regulations. BuySnus.com does not have the possibility to provide information about customs and import regulations in the destination country. The person who orders the products are therefore personally responsible for being informed about the own country customs and import regulations that apply to Swedish snus and other tobacco products and for paying any duties, taxes, fees that might be charged. Any charges for import clearance due to the purchase from BuySnus.com will be borne by you, the customer. BuySnus shall not be liable for releasing or shipping replacement goods if they are seized in customs. You cannot get a refund if your products have been returned to us.

Please note that when shipping goods the shipments may be subject to opening and inspection by customs authorities. You are deemed to be the importer of the goods and must therefore comply with all the laws and regulations of the country into which the goods are being delivered.

Delivery information

How is the shipping done?

You place an order on our home page.
You will receive an order confirmation directly on the web site but we will also send you an e-mail confirming your order. Most orders are sent within 24 hours (on business days, Mon-Fri).
We will send your goods in one or several letters on the basis of what you have ordered. The snus will be packaged in a secure atmosphere. Orders up to 4 rolls are usually sent in padded envelopes that will protect the snus against damage. The envelopes are also very light and will not bring extra cost for the packaging when you order. UPS orders could also been sent in cardboard box depending on how large order you have made.
We will send you an e-mail when your order has been sent out from our distribution centre.
The time of delivery is depending on the post office time of delivery and the postal service in the country where the goods are sent. An approximate postal service according to post office is within Europe 2-5 business days, to USA 3-7 business days and other countries 7-14 business days. Orders sent with UPS can you track in your order history where you also can see the preliminary delivery date.

Do I get the shipping cost specified when I order?
In the shopping cart can you see the delivery cost specified and the shipping cost will update automatically when you change the quantities of snus and when you place additional products in the shopping cart. The shipping cost is always included in the total price and you can easy see the shipping cost before you confirm your order. Additional fees like custom duty, taxes and other fees can fees may be charged in addition to this and you are yourself responsible for paying those fees if this applies at the country of destination for your order. You are always accountable for complying with the custom regulations in your country.

Shipping alternatives
Please ensure that the details of your shipping address are correct when you submitting your order. BuySnus.com is not responsible for orders with incorrect or missing information that do not reach you. You have few shipping methods to choose from, UPS and The Swedish Post Office. The different alternatives and the shipping cost are presented during the order process. (In some countries is it not possible to ship with UPS at all or only with some of the UPS alternatives).The delivery options are:

The Swedish Postal Service– 1: st priority letter
An approximate postal service according to post office is within Europe 2-5 business days and to other countries 7-14 business days. If some snus is missing in stock, part deliveries are sent. BuySnus will not compensate for any confiscated or missing deliveries if choosing the Swedish post as shipping alternative due to the fact that an order sent with the post does not have a tracking number or a reference number of any kind. There is no possibility to make a search for your order and therefore cannot BuySnus.com take responsibility for your shipment at all.
UPS Service
UPS international delivery dates and times are for door-to-door service including customs clearance. Certain commodities and high-value shipments may require additional transit time for customs clearance. Service to some remote areas may require additional delivery days. Rates do not include charges for customs clearance. Customs brokerage charges, duties, and taxes will be billed to the importer unless otherwise indicated by the shipper.
- UPS Standard
  Choose a fast, reliable service for less urgent shipments to some destinations within Europe. Delivery commitment:
  - Scheduled day-definite delivery within five days throughout Europe depending on origin and destination.
  - Benefits: An ideal choice when speed needs to be balanced with economy.
- UPS Express
  Get guaranteed next morning delivery across Europe and fast delivery worldwide. Delivery commitment:
  - Next day delivery by 10:30 a.m. or 12:00 noon to some addresses in Europe
  - Second business day delivery by 10:30 a.m. or 12:00 noon to most business addresses in the United States and major business areas in Canada
  - Second business day delivery by the end of the day to all other locations in the United States
  - Second or third business day delivery by 10:30 a.m. or 12:00 noon to select areas in Asia
  - Service area: More than 45 countries and territories.
  - Benefits: Guaranteed delivery for peace of mind and an ideal choice for urgent shipments that must arrive during the morning.
- UPS Express Saver
  Rely on guaranteed delivery during the next business day across Europe and fast delivery worldwide. Delivery commitment:
  - Next business day delivery during the day to some European business centres.
  - End of second business day delivery to most business addresses in the United States. and all major business centres in Canada.
  - Delivery during the day within two to three business days to select areas in Asia.
  - Day-definite delivery during the day to other countries worldwide.
  - Service area: More than 215 countries and territories.
  - Benefits: Guaranteed delivery during the day for peace of mind and an economical alternative to our Express service for fast delivery.

Is it possible to track my envelope?
You can only track your order if you chose UPS as shipping alternative. Unfortunately you cannot track your order if it is sent by the Swedish Post office; it does not have a tracking or reference number.

Return of goods

Since snus, nicotine pouches, other smokeless tobacco products and our candy are perishable and can’t be sold again after they have been shipped once, we unfortunately don’t accept any products returns. This policy applies to orders where you by mistake have ordered the wrong product(s), as well as in cases where you have changed your mind after your order has entered the shipping process.

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 can depends 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 will the e-mails continue 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 look 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 the Swedish post, how come?
We are very sorry that you still have not received your order. The time of delivery is depending on the Swedish post time of delivery and the postal service in the country where the goods are sent and the delivery time can vary from time to time. Sometimes can an envelope also be delayed if it is held in customs for a while. An approximate postal service according to Swedish Post office is within Europe 2-5 business days, to USA 3-7 business days and other countries 7-14 business days. It is our experience that most envelopes arrive at their destination within the times above.

Also make sure that you have entered a correct shipping address when you placed the order, the address is used exactly as inputted by yourself when submitting your order. 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.com 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 get e-mail us as soon as possible on order@buysnus.com We are not always able to change the address before it has been sent therefore it is very important that you check your delivery address is correct before submitting your order.

What would happen if I am not at home to collect the delivery?
If the envelope will not fit in your post box you will be notified by the post that you have to go and pick it up at the post office.

Availability of goods
If BuySnus.com 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 (is written 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 web site as quickly as we can to minimize disappointment.

I have received a wrong /damage product
You should always confirm that you have received the right products and that they are not damage in any way. If the goods BuySnus.com 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

If you by mistake have ordered the wrong merchandise we will not replace this product or 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.com 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 of snus that you buy and when 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 of snus, just single cans. You will receive 1 point for each roll of snus 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.

Is the snus really fresh?
We get deliveries from the producer several times per week so the snus is always as fresh as it could be. As a result you are always guaranteed to get perishable goods directly sent home to you.

Why can I not order American snuff?
We are sorry to say that we only sell Swedish snus, the American snuff are not available in the Swedish market. The moist snuff products of Swedish Match America are only sold throughout the US.

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 snus dark and cold. Snus is perishable and will best be stored in a refrigerator. If you store snus right the shelf life for portion-packed snus is about 20 weeks, loose snus 14 weeks, and for the dry assortments about 30 weeks. Some snus brands have even longer storage times such as the Offroad snus.

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. You need to contact us immediately at order@buysnus.com if you like to cancel an order. If you by mistake have ordered the wrong snus or changed you mind we will not accept returns or replacements. Swedish snus is a perishable item that cannot be sold again. The same applies if there is any damage or loss that is out of our control during shipping.

Force Majeure
BuySnus.com 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.