FAQ: Frequently asked questions
FAQ about Swedsnus.com shipping and return policies
Q: When can I expect delivery of my order?
A:Most of the orders of snus will arrive within 2- 14 days. The preliminary date of delivery will be sent to you immediately after your order is confirmed provided the ordered product is in stock. If an item of snuff is out of stock, delivery time might be up to 30 days or even longer. In this, we will inform you. If you have not heard from us via e-mail after this confirmation, your order has been shipped on the date given in the confirmation.
The normal postal times that are given by the Swedish Post Office are as follows:
These times are not exact and may sometimes be prolonged due to unavoidable circumstances. We ask you to take into account the speed of the local postage service in your country when you are waiting for an order from us. If you have not received your order 14 working days after the dispatch date from Sweden (up to 4 weeks in countries with slower postal delivery times) we ask you to first of all get in contact with your local post office. Your order is sent as a 1: the st class letter with the Swedish Post Office and does not have any special reference number.
Q: If my snus has not arrived, what can I do?
A: Please check first which date your order was being shipped from Sweden (dispatch date). This date is stated on your order confirmation. If you have not heard from us via e-mail after this confirmation, your order has been shipped on the date given in the confirmation. The postal time from Sweden to your country (see above) should then be added to the dispatch date to give an indication of when you can expect your order from Sweden. If you have not received your order 14 working days after the dispatch date from Sweden (up to 4 weeks in countries with slower postal delivery times) we ask you to first of all get in contact with your local post office. Your order is sent as a 1: the st class letter with the Swedish Post Office and does not have any special reference number.
Q: How can I trace my shipment?
A: We send your goods as first class letters with Swedish Postal services if the weight is below 2 kg; no special reference number will be issued. So there is no way to trace your shipment.
But you order more than 3 rolls and weight is more than 2 kg, your goods will be sent as a packet. Then you will get a tracking number and you can track on http://www.posten.se.
The postal time may at times vary significantly. If you have not received your order 14 working days after the dispatch date from Sweden (up to 4 weeks in countries with slower postal delivery times) we ask you to first of all get in contact with your local post office and your countries customs.
Q: Why does it take so long time before you ship the snus from Sweden?
A: We do not store snus in our stock in order to deliver you fresh and best quality of Swedish snus. We order snus from the factory when we have received your order. Orders from the factory are sent to us once a week. Thus orders that are placed before 07.00 Friday morning (Swedish time) are dispatched the following Tuesday (with the exception of major holidays). Information regarding the date when your order will be sent from Sweden is presented for you as you place your order and is also stated in the order confirmation you received from us.
Q: How do I order snus online?
A: To place an order, please go to the product menu and follow the instructions. Choose a product and state the quantities that you wish to order (the order unit is 10-packs - not single cans), Click on Add to Cart and you will get three choices; Continue Shopping, Update, Checkout.
You click on checkout, you will reach next page (Order Form) where will give your delivery address and click on NEXT.
You will move to next page, where you will provide an address of your Credit Card. If your shipping address and Credit card address are the same, the just mark on the box "Same as Shipment".
If you are in another country, you write your billing address here and fill in the "SECURITY CODE" that you will find below. You have to mark on " Above 18 years" and Enter your age 30 0r 40 as you wish. Click on "NEXT".
You will move on to the very page to check price, tax etc. If everything is correct, click on "SUBMIT" you will move on to secure payment page where you will provide your credit card number.
Your credit card will be checked at once (this may take a few seconds to process) and you will receive an order confirmation straight away to the e-mail address that you have given us.
Q: How does the online payment work?
Please check that your credit card is up to date (not expired). We accept VISA, American Express, and Visa Delta. The card number is the number on the front of your credit card (about 16 digits) that you type in one long sequence. The good thru date / expiry date (Month and Year) is also found on the front of your card.
Q: The payment site tells me that my credit card is not approved.
A: Please check that the credit card you have used is up to date (not expired) and that you have stated the correct credit card number. Our payment partners website, which you have arrived at as you state your credit card number, is connected to a lot of different data systems around the world. If the connection is broken with your credit card issuer as you are about to make your payment, you receive the information that your payment could not be approved. We ask you to please try again after a few minutes. If the problem remains, please get in contact with us and we will find out why this problem occurs. For us to be able to identify the problem and get back to you as soon as possible we are most grateful for your detailed description of what has happened. E.g. what happened when you tried to order/pay? At which page did you arrive? etc. You can get in touch with us at:
Some card issuers do not allow their credit cards to be used over the Internet. If you suspect this might be the case with your credit card, please get in touch with your credit card issuer.
Q: Has my order been approved?
A: If you are uncertain whether your order has been approved, you can always check this under the section your last order that you find in the menu on the left. Here you state your e-mail address (this must be the same as the address you used to place your last order) and you will be presented the information regarding your latest order that was approved. e.g. when the order was placed, when it will be sent from Sweden, the approximate postal time, delivery address and the products ordered.
Q: I have not received any order confirmation.
A: There are a number of reasons to explain why you have not received an order confirmation:.
1) Please check that the e-mail address that you stated is spelled correctly.
2) Was your payment approved? After you had stated your credit card information, did you come to a page that said: "Thank you for your order. An order confirmation has been sent to your e-mail address. In this case, your payment has been approved and an e-mail/order confirmation has been sent to your stated e-mail address.
3) The server that receives your e-mail may have been out of operation when our e-mail was sent. Our mail server makes new attempts to send the e-mail to you in this case, but if it after repeated tries can't deliver the e-mail it gives up, and you will not receive your order confirmation.
4) A lot of our customers that have stated Hotmail addresses have never received any order confirmation from us. We have been in contact with Hotmail but we have not received any reason for this. If you are uncertain whether your order has been approved, you can always check this under the section Your last order, that you find in the menu on the left side. Here you state your e-mail address (this must be the same as the address you used to place your last order) and you will be presented with information regarding your latest order that was approved. e.g. when the order was placed, when it will be sent from Sweden, the approximate postal time, delivery address and products ordered.
You are always welcome to e-mail us at CLICK ME TO SEND your message and we will re-send you your order confirmation.
Q: Can I pay as I receive the goods?
A: No. We only accept prepaid orders.
Q: I want to cancel my order. What do I need to do?
A: You can cancel you order up until the day before your order is to be sent from Sweden. The delivery date from Sweden is stated in your order confirmation.
Please send us an e-mail at CLICK ME TO SEND your message or call us at +46 18 46 82 93 and we will cancel your order.
Q: What is the price for snus delivery to my country?
A: It all depends on what brand you wish to buy, the quantity, and whether it is portion type of snus or loose type of snus (different weights give different freight costs) Please go to the section Prices and Check price. Here you can elaborate with different brands, quantities, and countries, to find out the best mix of products and best price for what you wish to order. To convert our price stated in Swedish crowns (SKR) to another currency, please use the following link: World's money exchange converter
Q: What is your Returns Policy ?
A: If it is a mistake on our part we will give you a full refund. You have the right to return an order for no reason at all and without penalty of which we must be informed within 7 days of receipt of order. A 20% restocking charge will apply if the product is returned due to customer error.
Q: Why is the price on snus lower to a country that is not a member of the EU?
A: For people living within the EU, the price includes tobacco tax and Swedish VAT. Goods delivered outside the EU do not include VAT and tax. Local customs fees and local taxes must be paid by the receiver in the country of destination. Such payments are the responsibility of the receiver.
Q: What rules regarding import of snus and tobacco apply for my country?
A: SwedSnus has, unfortunately, no possibility to assist with information regarding which import rules and customs regulations apply in your country. As a buyer, you are responsible for finding out all the relevant information and the regulations that apply for snus and tobacco in your country and also to pay for any customs fees, taxes and duties that may be demanded by authorities in your country. SwedSnus will not redeem or replace deliveries that are held or delayed by customs authorities.