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, and the inhabited islands. Every parcel is tracked door to door and arrives in plain, discreet packaging.
How fast will my order arrive?
Orders are dispatched from our warehouse within 1 business day. Delivery to New Zealand is typically 4–7 business days with UPS Express and 7–14 business days with tracked post — see the Shipping page for details.
How much does shipping cost?
Shipping is calculated at checkout based on weight and the delivery method you choose. Free shipping on orders over $80 NZD.
Will I have to pay customs or GST on arrival?
Orders are delivered under your personal importation allowance. Depending on order value, NZ Customs may collect GST or duties on arrival — these charges are the customer's responsibility. Most personal-use orders arrive without extra charges.
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.