Puff and Pouch Ice

Most Frequently Asked Questions

How long does it take before I receive my order?

We always strive to ship as fast as possible. Once your order is confirmed, it will typically be processed the same or next business day. Most orders within the EU arrive in 1 to 4 business days, depending on your location and the time of day your order was placed. Please note: while we do everything we can to get your package delivered on time, customs inspections in certain countries can occasionally cause a delay, especially for nicotine-containing products.

Will I be charged any additional tax or customs fee on my order?

No, you will not be charged customs tax if you are ordering from within the European Union. Our entire inventory is stocked and shipped from within the EU, which means no customs duty will apply for EU residents. However, some countries have national taxes or excise duties on nicotine pouches, and these are the customer’s responsibility. We recommend you check your local laws and tax regulations to stay compliant. We do not collect or handle these local taxes.

Is it legal to order nicotine pouches to my country?

If you live in the European Union, there are no countries currently prohibiting private individuals from buying nicotine pouches online for personal use. That said, regulations can change, and it is your responsibility as the buyer to ensure that you are complying with the laws of your own country. We do not take responsibility for any legal issues or product seizures that may occur due to local restrictions outside of our control.

How can I be sure that my order will arrive safely?

We operate with a professional and experienced logistics team that ensures your order is packed securely and dispatched promptly. We work only with trusted delivery partners and monitor shipments carefully. Delivery is guaranteed within the EU. However, we do not guarantee delivery to the United States or Canada due to their stricter customs policies. We recommend you check your country's import rules before placing an international order outside the EU.

What payment methods do you accept?

We accept all major forms of payment including:

• Credit cards (Visa, MasterCard, American Express)

• PayPal

• Apple Pay

Your transaction is secure, encrypted, and protected.

What is your return policy?

If you are not satisfied with your order, we accept returns within 14 days of delivery. Please make sure the product is unused, unopened, and in its original packaging. Once the returned items are received and inspected, we will issue a full refund to your original payment method. Shipping costs for returns are typically not refundable unless the return is due to an error on our part.

How long will it take for my order to arrive?

In most cases, you can expect to receive your order within 2 to 5 business days, depending on your location and local postal conditions. Orders placed before 14:00 CET are usually shipped the same day. Orders placed after this time may be dispatched the following business day.

Can I cancel my order?

Yes, cancellations are possible before your order has been dispatched. If your order has not yet been packed and shipped, you can contact our support team for a full refund. However, once the parcel has left our distribution center, cancellations are no longer possible. If you wish to cancel after dispatch, you must wait for the goods to arrive and then initiate a return according to our return policy.

Do you ship internationally?

Yes, we ship to a wide range of countries both inside and outside the European Union. However, there are a few exceptions due to legal and customs restrictions. If your country is temporarily unavailable for delivery, you will see this at checkout. You are always welcome to contact our customer service for clarification on international shipping availability.

Are my personal details secure?

Absolutely. We treat your data with the highest level of confidentiality. All personal information is stored securely and never shared with third parties. Our website is SSL-encrypted, and we comply with EU GDPR regulations for data protection. Your privacy is important to us.