On this page, we have compiled commonly asked questions about payments, shipping, and delivery.
Payments
In collaboration with the payment solution Stripe, we offer secure card payments. We accept Mastercard & Visa. We also offer payment via bank transfer.
The payment is not working
If you are having trouble getting the payment to go through, it may be because of several reasons. Please try the following:
- Check that your card is not expired.
- Try a different card.
- Contact your card issuer and ask if your card is activated for online purchases. Certain types of cards may have restrictions for online purchases.
- Update your web page
- Change browser or device
Feel free to contact us at support@swenico.com if the problem persists.
Why was I charged more than once for my order?
If a payment failed, it may be that an amount has been reserved on your account. If you then place a new order, a new amount will be deducted. In this case, the reservation on the first amount will disappear.
If you have been wrongly charged more than once for your order, please contact us and we will take a closer look at what may have happened!
How are my credit card details handled?
All card payments are processed encrypted and with the highest security by our payment solution. We can never see your card details when you place an order as all payments are handled by Stripe, a trusted third-party payments processor.
Shipping & delivery
How long is the delivery time?
To cater to all wants and needs, we offer a selection of different shipping options. You can choose among the different shipping alternatives upon checkout. Depending on the shipping option you choose and your location, the shipping time can vary from 1-7 days.
Shipping within the EU normally takes 1-7 business days. Shipping outside the EU normal takes 2-7 days. An estimated delivery time will be provided depending on the delivery method you choose.
Please note that shipments outside the EU may in some cases be delayed due to the customs process. Follow the tracking number for your shipment to stay updated with the latest tracking information. The customs office will contact you via email if they need any additional information for clearance of your parcel. It is important that you provide the information they request as soon as possible so that they can process your shipment successfully.
What do I do if I have not received my delivery at the stated time?
Delays may be due to several reasons. The most common is that there is a delay in customs handling. You will always be able to follow the status of your shipment via the tracking number which is sent out to your email when your order is dispatched. If you have not received such an email, please check your spam folder.
We are happy to help you with this to see what may have happened if you are unsure about the delay of the shipment. Contact us at support@swenico.com and we will help you. Include your order number in the description so that we can find the order as quickly as possible. You can also contact the courier for information about the status of your shipment.
How long does it take for my order to be shipped?
Orders placed before 12:00 are normally dispatched the same day. If you have placed the order after this, it will normally be sent the next business day.
How do I track my package?
When your order has been shipped out, you will receive the tracking number for your order as well as instructions on how to track your order in the order confirmation.
What can I do if I haven’t received my order on time?
In the vast majority of cases, orders are delivered on time. In some unfortunate cases, the delivery may be delayed depending on several different factors such as weather, delays in customs, or holidays. If you have questions about the delivery time of your order, you are more than welcome to contact us and we will help you.
My order was denied entry by customs, what now?
Different countries have different rules and regulations for the importing of nicotine pouches. You are responsible for making sure that you are allowed to import nicotine pouches to your country. Please note that we take no responsibility if your order is denied entry by the customs in your country. In most cases, the shipment will be destroyed and not returned to us.
Always make sure that you are allowed to import nicotine pouches to your country. If you are unsure, please contact your local customs office for more information before placing an order.
What happens if I don’t pick up my package?
If you don’t pick up your package or if you for any reason are not able to receive the package, it will either be returned to us or destroyed. In most cases, the shipment will be destroyed and we will be unable to issue a refund. Make sure you follow the status of your shipment via tracking and provide the necessary information to the customs office shall they contact you and ask for additional information.
Where is my order?
You can easily track the status of your order by using the tracking number that was provided to you via email when the order was shipped out. If you have any questions or concerns about your order, please don’t hesitate to contact our support team at support@swenico.com. We’re here to help!
How much does shipping cost?
The shipping cost is calculated upon checkout based on your location. Please note that this does not include any customs or taxes that may apply. You are responsible for paying any import taxes or fees that may apply for imports.
Can I choose which pickup point my order will be delivered to?
Once your parcel has been shipped out, you’ll receive a notification from the courier. Different couriers offer different delivery methods. In the email you received from the courier, you will be able to review your different options for delivery.
Do I get the shipping cost that is stated when I order?
Yes, the shipping cost is indicated upon checkout and will not change unless you choose a different shipping option. Please note that any customs or taxes that may apply are not included in the shipping cost, and you as the importer are responsible for paying them.
My package has been damaged during shipping, what should I do?
We are sorry for this! Take a picture of the defective package and describe the issue in detail. You can contact us at support@swenico.com and we will do our best to resolve this.
Where are the orders sent from?
All orders from Swenico.com are shipped from our warehouse in Sweden. This is to ensure the freshest pouches possible, as quickly as possible to your home.
Orders
Is there an age limit to order?
Nicotine pouches contain nicotine which is a highly addictive substance. You must be at least 18 years old to order from Swenico.com. By ordering from Swenico.com, you confirm that you are at least 18 years of age.
Where is my order confirmation?
Your order confirmation is sent to your email when you place an order. If you have not received an order confirmation, wait a few minutes and look in your spam folder. If you do not find an order confirmation, we can send out a new one. Contact us at support@swenico.com.
I can’t complete my purchase
If you have problems completing your purchase, we will be happy to help you with this. It can be due to several different reasons. Feel free to contact us and we will identify the problem and help you fix it.
There may be several reasons why you are unable to complete your purchase. If you have problems completing an order, you can try the following:
- Update your web page
- Clear cookies and history
- Change browser or device
- Verify that your card can make online purchases (if you pay by card)
Can my company order nicotine pouches from you?
Yes, Swenico is a wholesale B2B distributor of nicotine pouches and only sell to companies. To place an order, please create an account. Once your account has been activated, you can start placing wholesale bulk orders for nicotine pouches.
Can I cancel my order?
Your order may be canceled before it has been packed and shipped. Contact us as soon as possible if you wish to cancel your order. Please note that it is not possible to cancel the order after it has been shipped out.
Why doesn’t the product cost the same as my previous order?
The prices on Swenico.com are updated continuously. The prices may therefore differ when you order on different occasions. We always strive to keep prices as low and competitive as possible.
Is it safe to shop from Swenico?
We use Stripe as a payment solution which is a safe and secure payment solution. Payment is made via Stripe’s secure and encrypted payment solution. Our website is also encrypted with SSL to ensure maximum security when using the site.
Can I change products in my order?
You can exchange products in your order provided it has not yet been shipped. If you wish to exchange products, you should contact us as soon as possible. We will then cancel your order so that you can make a new one with the desired products.
Why can’t I see my order in my account?
In some cases, it may take some time before your order appears in your account. If you still do not see your order in your account after some time, please contact us and we will help you.
My order has been processing for several days, is that normal?
We aim to ship orders out as quickly as possible, usually on the same day for orders placed before 12 pm. However, please note that processing times may be longer during weekends and public holidays. If your order has been processing for several days, please contact our support team at support@swenico.com and we will investigate the issue.
Can I return my order?
Swenico is a wholesale distributor of nicotine pouches and only sells B2B. For that reason, there is no right of return. If an item is faulty or damaged, kindly contact us at support[@]Swenico.com within seven days of receiving your order with detailed photos and a description of the issue and we will do our best to help.
I ordered the wrong product, can I return unopened products?
Swenico is a B2B wholesale distributor and only sells to companies. For that reason, there is no right of return.
I accidentally provided the wrong delivery address, will it be returned to your warehouse?
It is important that you enter the correct delivery information when placing your order. Make sure that both the email address and phone number is correct so that the courier can contact you in case they need any additional information to complete the delivery.
If you have entered the wrong delivery address, please contact us as soon as possible as we may be able to update it assuming your order has not yet been dispatched from our warehouse. Please note that we are unable to take any responsibility for incorrect address information and if your shipment has already been dispatched, you need to contact the courier to request an address change.
Will taxes apply to my order?
Customers from the EU need to provide a valid VAT number to place an order on our website. As such, we do not add VAT to the price. Since we ship orders from an EU country, there is no additional VAT for shipments to an EU country. Please note that some EU countries have nicotine tax/import fees for nicotine products. Please contact your local customs for more information on the applicable rules in your specific country.
Customers from outside the EU need to provide company details and organization number/TIN (Tax identification number). We do not add VAT or tax to the prices for orders to outside the EU. Please note that import taxes or fees may be applicable when importing goods and you as an importer are responsible for this. For questions related to import taxes and fees to your country, please contact your local customs office as these can vary greatly depending on the country of destination. It is your responsibility to make sure that you are legally allowed to import nicotine pouches to your country.
Can I order from your site as a private person?
As a wholesale distributor of nicotine pouches, we only sell to companies. To shop at Swenico, you need to have a valid VAT number or TIN. Please provide your company information when creating your account. Once your application has been reviewed and approved, you can start placing your orders. We have a strict 18+ year age limit to shop from Swenico.com.
I did not receive the right products
We’re sorry to hear that you didn’t receive the correct products. We want to make it right. Please contact our support team at support@swenico.com as soon as possible and we will assist you in correcting the issue.
I cannot log in to my account.
If you are having trouble logging in to your account, you may have forgotten your password. You can easily reset your password by clicking on the “forgot password” link on the login page. If you are still having trouble logging in, please contact our support team at support@swenico.com and we will assist you.
Do I need an account to shop at Swenico?
Yes, Swenico is a wholesale B2B distributor of nicotine pouches reserved for company customers. To shop at Swenico, you need to create an account. Once your account has been activated, you can start placing your orders.
