FAQ

Frequently Asked Questions FREQUENTLY ASKED QUESTIONS

Here you will find answers to the most frequently asked questions we receive from our customers. Simply click on one of the topics below to view the corresponding questions and answers. If you can't find the answer to your question here or would like more information, simply contact us using our contact form.

The minimum age for shopping at SnusArena.com is 18 years.

How do I cancel my order?

As long as your order has not yet been shipped by us, you can cancel your order. In this case, please send us an e-mail with your order number to info@SnusArena.com or use our contact form.

If your order has already been shipped, a cancellation is unfortunately no longer possible. Since snus and tobacco-free nicotine products are perishable goods that cannot be resold, we do not accept returns. This applies both to changes of opinion and to ordering the wrong product. Furthermore we are not liable for shipping damage beyond our control.

How do I change the delivery address of my order?

If you have already completed your order, but the order has not yet been shipped, please send us an e-mail with your order number and the correct delivery address to info@SnusArena.com or use our contact form.

If your order has already been shipped, we will not be able to change your delivery address. Therefore, please make sure that your delivery address is complete and correct when placing your order.

Your personal address book is available within your customer account. There you can save up to five addresses. During the checkout you can then simply select an address from it.

Is there a minimum order quantity?

No. You can order as little as you want. Even if it's just one can of snus.

I have not received an order and/or shipping confirmation

After placing and shipping your order you will receive an automatic confirmation by email. However, for various reasons you may not have received an email confirmation. Please check first if your email address is correct - and update it if necessary to avoid future problems.

Another reason for a missing confirmation could be that your email server is down for a short time or that the message has landed in your spam folder. It is also possible that your email store is full. If you are missing any confirmation e-mail, simply contact us by e-mail at info@SnusArena.com or via our contact form and we will gladly send you the corresponding confirmation again.

Product availability

Your order will not be shipped until all items in your order are in stock. Partial deliveries are usually not possible. If an item you have ordered is not in stock, we will notify you by e-mail as soon as possible.

We try to keep our website up to date in order to avoid possible stock residues.

How much does shipping to Switzerland cost?

The shipping costs are included in the total price and there are no further costs on receipt of your shipment.

Can I track my shipment?

Unfortunately not, because your order will be delivered within only one day.

How does the shipping work?

All orders are delivered by Swiss Post. Delivery takes place directly to your door. And if you are not at home, your shipment will be deposited in your letterbox, milk box or in front of the door.

The regular delivery time is only 1 working day, so your order will be delivered the very next day. This applies to shipping and delivery on working days. Please note, however, that the times given are not a guarantee, in exceptional cases delivery may be delayed. We cannot be held responsible for delays beyond our control and will not refund in such cases.

If you have chosen a subscription, your product will be delivered according to the interval you have chosen. You can find more information in the snus subscription section.

Please make sure that your delivery address is complete and correct when placing your order. We do not accept any liability for shipments that are delayed or not delivered due to a wrong or incomplete address.

After completing your order you will receive a confirmation email. In accordance with our policy, we ship most orders within 24 hours (on business days).

When packing your order, we take great care to ensure that all products are carefully packed to avoid damage in transit. Once your order has been shipped, you will receive an email confirming that your order has been shipped.

What happens if I am not at home when my parcel arrives?

Don't worry. If you are not at home when your shipment is delivered, your shipment will be deposited either in the letterbox, milk box or in front of the door. So you don't need a pick-up slip and save yourself the trip to the post office. As soon as you get home, your parcel will be waiting for you.

Can I choose express shipping?

All orders will be shipped the same way and you will receive your snus you will receive your snus just 1 day after your order is shipped (on working days and also on Saturdays)

If you have chosen a subscription, your product will be delivered according to the interval you have chosen. You can find more information in the snus subscription section.

How can I change my delivery address?

If your order has already been shipped by us, a change of address is unfortunately no longer possible. Therefore it is important that you check your order again before confirming it and keeping your contact details up to date.

If you have made a mistake with the delivery address, please contact our customer service immediately and state your order number and the new delivery address. Our friendly staff will then check whether the change of address is possible and make the corresponding change.

To which countries can I order?

On SnusArena.com we are currently sending only to Switzerland.

If you want to order snus, chew or tobacco-free nicotine products, but don't have a Swiss address, please visit one of our partner sites:

www.BuySnus.com – for orders outside the EU
www.BuySnus.com/eu/ for orders to countries within the EU.
If you live in Austria, you can order tobacco-free nicotine products at www.BuySnus.at.

Customs and import

At SnusArena all customs and import costs are included in the price. In concrete terms this means that you get your products directly to your home without any additional costs.

However, it is possible that your shipment will be opened and checked by Swiss customs. If your order falls under this sample, the delivery may take a little longer. We are not liable for delays caused by these checks.

I have not received my order.

We are really sorry that you have not received your order yet. Always expect a delivery time of 1 day. However, this information is approximate, and a slightly longer delivery time may be possible under certain circumstances. The delivery time we quote is not a guarantee, so we will not refund or replace you if your package is late or has not arrived due to unforeseen circumstances.

It is therefore important that your address is correct when ordering. Your parcel will be sent to this address later. SnusArena is not liable if orders cannot be delivered due to a wrong or incomplete address.

Force majeure

Should your order be delayed, damaged or not be received, we are not liable in case of force majeure, i.e. events or circumstances beyond our control.

Can I return my order?

Unfortunately not! We do not accept returns. The reason for this is that once sent, snus and nicotine puches may not be sold again because they are perishable products.

My package contains wrong or damaged products

Sorry about that! Of course you should get the products you ordered. And these also in perfect condition. Therefore check your goods immediately after receipt. If you have received the wrong products, the quantity is wrong, or something is damaged, please let us know within 10 working days after receipt of the delivery. Complaints after this period will not be considered. Please contact us at info@SnusArena.com.

Your complaint should include the following information:

- Order number

- Description of the defect

- Number of cans affected

If the defect or damage is clearly due to our fault, you will receive a replacement product.

In the event of damage beyond our control, we shall not be obliged to pay any compensation.

I ordered the wrong product - what now?

Since we cannot resell snus that has been shipped once, we do not accept returns. Therefore we are not obliged to replace your wrongly ordered products.

If your order has not yet been shipped, contact us as soon as possible and we will check if your order can still be changed.

My goods have been damaged in transit. What now?

You should report transport damage directly to the postman or your responsible post office when you receive the goods. SnusArena is not responsible for any loss, delay or damage beyond our control.

How can I pay at SnusArena?

You have the choice:

- Credit card (VISA or MasterCard)

- Bank transfer

Our SSL (Secure Socket Layer) secured server is password protected. Thus all transactions at SnusArena are secure.

Can I also pay by bank transfer?

Yeah, of course. Select bank transfer as payment option in the checkout and complete your order by clicking on "Buy". Our account information and the amount to be paid will be displayed on the next page. You will also receive an email with the order confirmation and account information.

Once your payment has been received on our account, your order will be processed. As a rule, payment arrives within 2-5 business days after the transfer has been made.

Our bank details for SEPA transfers are as follows:

Payee:

SnusArena (SALT LABS Switzerland AG)
Grabenstrasse 25
CH-6340 Baar, ZG
Switzerland

Payment purpose: Your order number

Account number: CH 29 0026 5265 1276 8701 H
BIC: UBSWCHZH80A
Bank: UBS, CH-1951 Sion

I did not receive an e-mail with the order confirmation/payment information.

Have you already checked your spam folder? Often such info mails end up there. Also check whether the e-mail address we have stored is correct. Also a temporary server problem of your e-mail provider can be the reason for the missing order confirmation/payment information. Our customer service will also be happy to help you. You can reach him by e-mail at info@SnusArena.com

How do you handle my credit card information?

Your safety is important to us! Therefore all credit card transactions are carried out and secured by nets.

What is a CVV security code?

CVV stands for Card Verification Value. This three-digit number can be found above the signature on the back of your card. The query of this number is for security.

Can I pay by credit card?

Yes, we accept Visa and MasterCard credit cards.

I received an error message during payment. Why?

Unfortunately, it can sometimes come to an error during the payment attempt. In this case, check if your card information is correct. The card number and the CVV must be entered without spaces. Also check the validity of your card and if the coverage is sufficient and your card is a VISA or MasterCard. If connection problems with your card issuer's bank are the reason for the error message, just try again later. If the error occurs again, please contact your bank.

Where can I find my orders?

You can find your order history in your customer account. With a click on "Details" you get to the single orders and all information like

- Order number and date

- Shipping method and payment method

- Status of your order

- Shipping and billing address

- Ordered products

- the order amount

- the shipping status

I want to delete my account. How do I do it?

Send an e-mail to our customer service at info@SnusArena.com We will take care of that for you.

Unfortunately I forgot my password. What do I do now?

Never mind, here you can request a new password:

Forgot password

Enter the email address by which you're registered here at SnusArena.com. You will receive an email with your new password within a few minutes. If you haven't received an email, take a look at your spam folder.

I want to change my address - how does that work?

In the category "Addresses", in your customer account, you can store and manage up to 5 addresses.

If you want to change the address of an order, contact our customer service as soon as possible. As soon as your order has left our warehouse, no changes of address are possible.

Do you send snus to countries other than Switzerland?

On SnusArena.com we are currently sending only to Switzerland. If you would like to order snus, Chew or tobacco-free nicotine products in another country, please visit our partner page:

www.BuySnus.com – for orders outside the EU

www.BuySnus.com/EU/ - for orders within the EU

www.BuySnus.at - for orders of tobacco-free nicotine products to Austria

How do I create a login and a customer account?

Very simple: Just click on "Login" at the top right of our page, fill in all fields marked with * and click on "Create account".

Is my shopping safe with you? And how do you protect my data?

It is very important to us that your privacy is protected and that you shop safely with us. Therefore we do everything to protect your data and personal information. Here you can read more about data protection: Data Protection.

Your data will only be collected for the purpose of ordering and improving our services. We do not pass on your personal data to third parties without your consent. More information and our privacy policy can be found here: Data Protection.

How long is the shelf life of your products?

The shelf life of PUCK and NICO is 12 months from the date of manufacture

Are the products I buy from you fresh?

Yes, because we get our products directly from the factory. So we guarantee that you always get the freshest snus from the manufacturer. Our warehouse is refrigerated and on weekdays all orders are shipped within 24 hours.

Do you also have a shop in Switzerland where I can buy your products directly?

PUCK and NICO snus are available in selected stores in Switzerland. The Refill Bags and our design cans are only available online at SnusArena.com.

My favorite product is sold out. When will you get it back?

Sometimes a product is out of stock because we prioritise the freshness of our products over a high stock level. However, since we receive deliveries several times a week, it is usually fast until the product is available again. If the snus in your order is sold out overnight, we will contact you as soon as possible. Your order will only be shipped when all ordered products are available, partial deliveries are not possible.

We make every effort to keep our stocks up to date at all times.

What are Refill Bags?

With the Refill Bags you can easily refill your snus box with fresh snus. The shipping optimized aroma bags are available in two sizes:

Refill Bag Small - 20 portions, according to the quantity 1 can
Refill Bag Large - 100 portions, the amount of 5 snus cans.

You profit from the low shipping weight and the small packaging size - the Refill Bag fits in every mailbox. You also reduce plastic waste and do something for the environment. We are also currently developing biodegradable aroma cones to produce even less plastic waste.

You can reuse your old plastic snus can and fill it with fresh snus or get one of our exclusive PUCK or NICO design cans made of robust aluminium and carry your snus fresh and stylish with you.

How does the snus subscription work?

With our convenient snus subscription you don't have to worry about your snus supply anymore. Your favorite product will automatically arrive at your home at the time you want.

We offer you a monthly subscription to your favorite product. On our subscription page you can see the available products and easily select the number of monthly shipments.

If you subscribe to the Refill Bags, you will also receive the lowest price and can always look forward to fresh products.

When ordering a subscription we only offer payment by credit card.

Which products can I subscribe to?

We currently offer all our large Refill Bags (Refill Bag Large) in subscription.

How often do I get a delivery?

We offer you a monthly subscription where you can easily determine the number of deliveries. Only one piece is sent, so you can choose whether you want to receive one, two, three or four deliveries per month.

If you choose to have four deliveries per month, a Refill Bag will be sent to you every seven days. If the day of delivery falls on a public holiday, delivery will be made one (working) day later.

Why don't you send all the refill bags at once?

The freshness and quality of our products have the highest priority for us. So in order to always be able to deliver the freshest snus to you, we only send you one bag at a time.

In addition to the freshness and quality of the product, the subscription is the best option for you compared to buying several bags at the same time.

How can I pay for my snus subscription?

We currently offer the following payment options for snus subscriptions:

- Credit Card (VISA or MasterCard)

If you pay by credit card, the amount will be automatically deducted from your account every month.

Can I change my snus subscription?

Yes, you can pause or cancel your snus subscription for the next month, or change the number of monthly installments. Please note, however, that any changes to your subscription are not possible within the current month. All changes will take effect the following month.

If you have any questions, our reliable Helpdesk team is always at your disposal.

What is the duration of my snus subscription?

You always subscribe to your favorite snus for a whole month. Changes or the conclusion of the subscription are valid therefore only starting from the following month.


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