FAQ

Here you will find answers to the most frequently asked questions we receive from our customers. If you can't find the answer to your question here or would like more information, please contact us by email at contact@mysnus.com.

To place an order at MySnus.com you must be at least 18 years old.

Orders

Shipping & Return

Payment

My Account

Other questions

How do I cancel my order?

Your order can be cancelled if it has not entered the shipping process. If your order’s status shows ”pending”, it can still be cancelled. Once it changed to status ”shipped” we can unfortunately not stop or cancel your order.

If you would like to cancel or make any other changes to your order, please contact us via contact@mysnus.com as soon as possible.

How do I change the delivery address of my order?

Please note that all orders are processed by us quite fast, so make sure to check your address before placing an order.

If your order has not been shipped, yet, an address change is still possible. You cannot change the delivery address for your order yourself, but our customer support team will help you so your order will be sent to the correct address. In case of an address change, please contact us as soon as possible by email at contact@mysnus.com.

Is there a maximum order quantity?

Some countries have limited or prohibited the import of tobacco and other smoke-free nicotine products or require additional documentation, such as an import license or permit. You are personally responsible for obtaining specific information on import and customs requirements. As the buyer, it is also your responsibility to provide all necessary paperwork for custom clearance.

I have not received an order or shipping confirmation, please assist!

You may not have received an order or shipping confirmation for different reasons. Please check that you have provided a correct and valid email address. Did you see a page with the text: "Thank you for your order? An order confirmation has been sent to your e-mail address"? If you did, the order went through and email was sent to the email address you entered. Your email server may have been down when we sent our email. Our mail server will try again, but it will give up after repeated failed attempts and you will not get your order or shipping confirmation as a result.

Another reason might be a full inbox, as some email providers put a limit on how much data can be stored in the inbox. You may also want to have a look into your Spam-folder in case the email was wrongly classified as spam. In case you still cannot find an order or shipping confirmation, please contact us.

Which countries are you shipping to?

At MySnus.com we only ship to countries outside the EU.

How is the merchandise shipped?

We offer several shipping options so you can choose the option that suits you best. However, some shipping options might not be available for shipping to certain countries. All available shipping options to your address and their respective costs will be displayed during the checkout.

All orders will be processed as soon as we received your payment. Orders paid by credit card or PayPal will be sent as soon as possible after you placed your order. If you choose bank wire payment, your order will be sent as soon as we received your payment (international bank transfers usually take some business days to be processed by the involved banks).

Customs duties and taxes may be charged by customs authorities in addition, depending on the import and customs regulations that apply in the destination country. You are personally responsible for complying with those regulations and for paying any fees and taxes charged.

Please Note: For Shipments to the US, we only offer UPS as shipping method, because a receiver of age needs to sign for the shipment. UPS orders to the US are sent DDP (delivery & duty paid), the shipping costs therefore already include duties.

Our packaging team handles every order with great care so you can rest assured that your items arrive in perfect condition. With customized packaging boxes we try to reduce empty space which makes our shipments more environment friendly.

What shipping options do I have?

We offer several shipping option, but some shipping options may not be available for delivery to your country.

  • Postal service – 1st priority letter

Delivery time:
2 – 5 working days within Europe
7 – 14 working to countries outside Europé
Delivery times are estimates, no scheduled delivery day
No tracking

We cannot take any responsibility for your delivery when choosing this shipping method since this service do not comprise a reference number, tracking or insurance.

  • UPS Standard

Delivery time: 5 working days
Delivery by the end of the scheduled delivery day
Online tracking

  • UPS Express

Delivery time: 1 – 2 working days
Delivery by 10:30 am or 12:00 noon on the scheduled delivery day
Online tracking

  • UPS Express Saver

Delivery time: 1 – 2 working days
Delivery by the end of the scheduled delivery day
Online tracking

My delivery arrived damaged. What to do?

Please check your merchandise immediately to confirm that nothing is damaged and that you have received the correct number of items. If anything is missing from the shipment, please contact us. We are not responsible for loss, damage, or delay beyond the control of Mysnus. We do not issue refunds for returned merchandise.

I have not received my order? What should I do?

Please go to "My Account" in the main menu and log in with your username and password for information about your most recent approved order. In case your order was approved and sent and you still have not received it, please contact us, so we can resolve this issue with you.

Orders shipped with by the postal service do not carry a tracking number and cannot be traced. The postal delivery times serve only as guidance. In some cases, delivery can take longer than the indicated delivery time.

Please note that we cannot be held responsible for any delays caused by any event or circumstance beyond its reasonable control. We cannot issue refunds or send replacements for any delays caused by a shipping agent, postal service or the customs clearance process.

I received wrong or damaged merchandise. Will you correct that?

Please notify us in case you received wrong or damaged merchandise within seven days. We will send you replacement merchandise if the damage was due to MySnus. We do not replace merchandise that the customer ordered by mistake or compensate for any other kind of error, loss, damage, or delay that is beyond the control of MySnus. We do not issue refunds for returned merchandise. In case you repeatedly receive damaged goods, we recommend you select the shipping option UPS Express Saver, as these parcels are handled with a lot more care than postal service letters.

Will you accept my "Change of Mind" return or cancellation?

As Swedish snus and other smoke-free nicotine products are perishable items, we cannot accept "change of mind" returns or cancellations. If you contact our customer service before your order has been dispatched, we may be able to offer a full refund. If it has already been dispatched, we are unable to refund you. Similarly, we cannot refund you for returned merchandise.

What About Taxes, Duty Fees and Customs?

MySnus cannot provide information about import and customs regulations in the destination country. As the person who ordered the merchandise, you are personally responsible for being informed about and understanding the import and customs regulations that apply to Swedish snus and other smoke-free nicotine products in the destination country and the rules related to payment of any duties/fees/taxes that may be charged. It is the responsibility of the buyer to pay for any applicable taxes and duty fees related to their purchase from this site.

Please Note: UPS orders to the US are sent DDP (delivery & duty paid), the shipping costs therefore already include duties.

How do I pay?

We currently offer the following payment options:

  • Credit card (VISA and MasterCard)
  • Bank transfer

How secure is credit card payment?

All credit card payments are processed by DIBS, one of Scandinavia's leading providers of online transactions. For security reasons, your card and account information are neither stored nor visible to us. This information is only known to you and our bank.

Your transaction will be forwarded to DIBS via an encrypted server connection. Once the transaction has been approved, the amount will be reserved and debited to your account and your order will be shipped.

Do you accept Diners Club, JCB and other credit cards?

We currently only accept VISA and Mastercard credit cards.

I have problems with the payment. What could be the issue?

Payment does not go through

Please check that your card is valid (that the expiration date has not passed) and that it is a MasterCard or VISA credit card. The expiration date is on the front of the card (good thru date/expire date), stated as month and year. The card number is the number on the front of your card (about 16 digits), which you should enter in an unbroken sequence (with no spaces).

Card declined

Please check that you are using a valid card, that the expiration date has not passed, and that you have entered the correct card number in an unbroken sequence (with no spaces). The usual reason for this error message is that you have insufficient funds available on the card. This may be because you have exceeded the purchase limit of your card. Another reason may be that the connection with your card issuers bank is temporarily down when you try to pay. Please try again later. If the error message still shows up, please contact us and we will find out why. Please give us a detailed description of what happened so that we can quickly localize the error. Please explain, for instance, what happened when you tried to order/pay, what page you were sent to, and any other relevant details.

Bank Secrecy

For reasons of bank secrecy, payment and card information from our payment services partner DIBSs home page is limited. In these cases, your own bank can tell you exactly why your purchase did not go through.

Invalid card

Some card issuers do not allow their cards to be used for online shopping (abroad). Ask your card issuer if that restriction applies to your card.

I have problems creating an account. Who can assist me?

If you have a problem registering, please contact us via email at contact@mysnus.com.

Can you help me with age verification problems (US customers only)?

For all shipments to the US, we need to verify that the person ordering is of age. For this we are using an age verification service offered by the company IDology. In case of a failed age verification, please send us an email with a copy of a passport document or driver's license. Your name and date of birth have to be visible and readable, you can blacken any other information. Our customer service will then manually verify your age, unlock your account and get back to you. This also applys to US customers without US Social Security Number.

Who to contact for a refund?

Refunds are managed by our customer service: contact@mysnus.com.

Where can I get support?

If you have any questions about our merchandise and shipments or your order, please contact us.