FAQ

1. How old do I need to be to place an order?
To order tobacco products from our shop, you have to be of legal age in the destination country and at least 18 years old. Since 18 is the legal age in Sweden, the latter is a rule that applies to all our customers.


2. Will I receive a tracking number for my order?
Yes, we provide tracking information for UPS and Post Nord shipments.


3. Can I track packages?
Tracking for UPS and Post Nord packages is available.


4. How do I keep my tobacco as fresh as possible, for as long as possible? 
 We highly recommend you to store your tobacco product in a cool spot; your refridgerator, for example. This will make your product stay fresh much longer.


5. I can’t find my country in the list – can I still place an order?
If your country isn’t featured, this is due to legal or customs reasons and we cannot ship there at all for the time being. Unfortunately, we cannot make any exceptions. We are sorry! :)

6. How can I manage the delivery of an package?
To arrange a special delivery of some sort, please contact us.

7. I placed an order several days ago and haven’t received an update.

Our office, as well as shipping companies and banks, are closed during both holidays and weekends. Bank wire payments can take 1-3 business days to arrive in our account and orders cannot be shipped before the payment has reached us. If this answer doesn’t apply to you, please contact our customer service using our contact via e-mail info@theroyalsnus.com to receive help. Please always indicate your order number and type of request in the subject line.


8. Do you deliver to my location?

We deliver to the following countries: Afghanistan, Albania, Algeria, Andorra, Angola, Antigua and Barbuda, Argentina, Armenia, Australia, Azerbaijan, The Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, Brunei, Burkina Faso, Burundi, Cabo Verde, Cambodia, Cameroon, Canada, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo, Democratic Republic of the, Congo, Republic of the Costa Rica, CĂ´te d’Ivoire, Cuba, Djibouti, Dominica, Dominican Republic, East Timor (Timor-Leste), Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Fiji, Gabon, The Gambia, Georgia, Ghana, Grenada, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, India, Indonesia, Iran, Iraq, Israel, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Korea, North, Korea, South, Kosovo, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Libya, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Mauritania, Mauritius, Mexico, Micronesia, Federated States of Moldova, Mongolia, Montenegro, Monaco, Morocco, Mozambique,  Myanmar (Burma), Namibia, Nauru, Nepal, New Zealand, Nicaragua, Niger, Nigeria, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Qatar, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Solomon Islands, Somalia, South Africa, Sri Lanka, Sudan, South, Suriname, Swaziland, Switzerland, Syria,Taiwan, Qatar, Russia, Tajikistan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Tuvalu, Uganda, United Arab Emirates, United States, Ukraine, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Yemen, Zambia, Zimbabwe


Australia:

For shipments into Australia please get informed about any possible restrictions and costs with customs that may apply. The custom fees in Australia are high and we do not cover any costs or issue any refunds on orders placed.

Canada:

For shipments into Canada please get informed about any possible restrictions with customs that may apply. We do not cover any costs or issue any refunds on orders placed. Nicotine pouches ordered to Canada requires a medical license to clear customs.

Indonesia:

For shipments into Indonesia please get informed about any possible restrictions with customs that may apply. Especially for UPS shipments we have experienced cases where custom refuse to release shipment. We do not cover any costs or issue any refunds on orders placed.

Philippines:

For shipments into Philippines please get informed about any possible restrictions with customs that may apply. Especially for UPS shipments we have experienced cases where custom charge high import duties and fees. We do not cover any costs or issue any refunds on orders placed.

Russia:

For shipments into Russia please get informed about any possible restrictions with customs that may apply. We have experienced cases where an import license from the reciever has been requested. We do not cover any costs or issue any refunds on orders placed.

Saudi Arabia:

For shipments into Saudi Arabia please get informed about any possible restrictions with customs that may apply. We have experienced cases where custom charge high import duties and fees. We do not cover any costs or issue any refunds on orders placed.

Thailand: For shipments into Thailand please get informed about any possible restrictions with customs that may apply. We do not cover any costs or issue any refunds on orders placed.

Turkey:

For shipments into Turkey please get informed about any possible restrictions with customs that may apply. We have experienced cases where custom refuse to release shipment. We do not cover any costs or issue any refunds on orders placed.

United Arab Emirates:

For shipments into United Arab Emirates please get informed about any possible restrictions with customs that may apply. We have experienced cases where custom charge high import duties and fees. We do not cover any costs or issue any refunds on orders placed.

United States:

All orders to the United States are sent as DDP - Delivery & Duty paid.


9. Do you offer free shipping?

Not at the moment, but we are working on it :) 


10. I live inside EU. Do you have another website?

If you live inside EU, feel free to order your favorite products here: www.theroyalsnus.eu



11. How can I delete my account?
Just let us know and our support team will help you with that. 



12. Seems like there is some issue with checkout? 

We kindly recommend to not use any VPN and make sure you got the newest updates on your browser, same time make sure that your cache history is not full. All these requirements is because of security purposes.



13. Do you offer COD- Cash on delivery? 

Not at the moment, we are sorry. 



14. What delivery options do you have?

We provide all shipments with UPS or Post Nord logistics. 



15. Why to choose us? 

As we know- The Royals are not chosen, they are born this way. The same way are we and our main mission is to provide our customers with the best service possible, thats why we offer wide range of the best quality Swedish snus products with worldwide delivery to your doorstep. Customer service is available on email or facebook chat what makes you more comfy if you got any specific questions during the shopping process. Every success story needs a superheroes, thats why we have chosen well known courier companies like UPS and Post Nord, fresh products and careless shipments is our AIM and we have the best partners to achieve it. Setas Group AB focusing on wholesale of tobacco products to provide the world with smokeless alternatives. The Royal Snus Online shop is open 24/ 7 any place, any time. For customers inside EU, feel free to visit our EU shop www.theroyalsnus.eu.



16. Where are all shipments shipped from?

All shipments are shipped from Sweden. 



17. Are you facing delays during COVID- 19?
Yes, unfortunately some of the shipments can be affected during COVID- 19 madness, we are doing all we can during these difficult times, but some of the shipments can take longer time in transit.



18. My order got stuck in customs, can I get a refund?

Please get informed about any possible restrictions with customs that may apply. We have experienced cases where custom charge high import duties and fees. We do not cover any costs or issue any refunds on orders placed.


19. Do you offer wholesale of snus or nicotine pouches?

No, we don't, all product quantities and prices are shown on our website.



20. My tracking link haven't been updated since order has been shipped, what's happening with my order?

All Post Nord shipments is provided only with "on land" tracking, it will be updated once it has reached your destination.



21. I have placed an order, but I have changed my mind, can I get a refund? 

We are open to replace products with another types of the same value if the order is not shipped yet, but we do not offer any refunds for orders placed.



22. How long time does it takes for my delivery to arrive?

All orders shipped with UPS takes from 3- 6 business days delivery time. Post Nord shipments takes from 14- 20 business days delivery time. However, some delays can occur regarding orders what we can't affect anyhow.



23. I live in United States, how my order will be shipped?

All orders to the United States are sent as DDP - Delivery & Duty paid. 



24. What your customers are saying about The Royal Snus Online services?
Our AIM is to provide you with best best shopping experience possible and your feedback is very important for us. Feel free to find out what our customers says about us on FacebookInstagram or Trustpilot



25. How will be merchandise shipped?  

Shipping costs are always included in the total price before you approve and pay for your order. Customs duties and taxes may be charged 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.


26. How secure is the credit card payment?

Transmission of card information is encrypted with SSL. The Royal Snus Online will not store card numbers as the information is sent directly to our partner company PAYSON. PAYSON is an known Swedish credit card processors. When you buy from the online store, we will instantly bill your credit card with your order total. The transaction will appear as AIMV Trade Global on your statement.



27. My shipment was damaged.

Please check your merchandise immediately to confirm that nothing is damaged and that you have received the correct number of packages. If anything is missing from the shipment, please contact info@theroyalsnus.com. We are not responsible for loss, damage, or delay beyond the control of The Royal Snus Online. We do not issue refunds for returned merchandise.



28. What about taxes and duty fees. Import, customs, and freight?

The Royal Snus Online can not 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 types of tobacco and nicotine products in your 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.



29. I "Change of mind" Returns and cancellations?

As Swedish snus is a perishable item, we cannot accept "change of mind" returns or cancellations. If it has already been dispatched, we are unable to refund you. Similarly, we cannot refund you for returned merchandise.



30. I have registration problems, can you help me?

If you have a problem registering, please contact us at info@theroyalsnus.com



31. My 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. We do not accept American Express at the moment. 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).



32. Do you accept Diners Club, JCB and other Credit cards?

Not at the moment, we are sorry.



33. My card was 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 credit 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 at info@theroyalsnus.com 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.



34. Invalid card?

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



35. Order not received?

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


 

36. Received wrong or damaged merchandise?

You must notify us at The Royal Snus Online of wrong or damaged merchandise within 7 days. We do not replace merchandise that the customer ordered by mistake. 


37. What does it mean "Checkout- ID could not be retrieved for this transaction"?

Please get in contact with us and we are going to solve the issue for you!


38. How many types of Swedish snus products offers The Royal Snus Online?
At the moment we have about 356 different Swedish snus products in our online shop, but we are working on to get new products and brands day by day! :)