Frequently asked questions
Common questions about ordering, shipping, returns, and our products.
Ordering
Do I need an account to place an order?
No. You can check out as a guest. Creating an account just lets you track orders and re-order faster.
Can I edit my order after placing it?
If the order has not yet been picked, contact support and we will help. Once a parcel is dispatched it cannot be edited.
Shipping
Where do you ship?
Nationwide across New Zealand — North Island, South Island, Stewart Island, Waiheke and other inhabited islands serviced by NZ Post.
How fast will my order arrive?
Orders placed before 14:00 NZST dispatch the same business day. North Island metro is typically 1–2 business days; South Island 2–4. Rural delivery adds 1–2 business days.
How much does shipping cost?
$7 flat NZ-wide. Free on orders over $80. Rural delivery surcharge calculated at checkout.
Returns
Can I return an opened product?
Sealed health products are not returnable once opened. Faulty, incorrect, or damaged items are covered under the Consumer Guarantees Act 1993 — see our Refunds page.
My order arrived damaged. What now?
Email support within 48 hours with photos and your order number. We will replace or refund.
Products
Are these products age-restricted?
Yes. All buyers must confirm they are 18 or older. We may request additional verification during checkout in line with the Smokefree Environments and Regulated Products Act 1990.
How should pouches be stored?
Cool, dry place out of direct sunlight. Many customers refrigerate for a fresher mouth feel.