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THE MOST COMMON QUESTIONS ASKED BY OUR CUSTOMERS

Here we have gathered the most common questions our employees at customer service are getting right now.

If you can not find the answer to your question, please feel free to contact us via email, our Facebook page or Instagram.

contact_support Order Questions

Order Questions

Why can't I see my order in my account?

If you have placed an order and now you can’t find it in your customer account, it means that you were not logged in to your account during the order process. Please always make sure to log in to your account before you place an order. That way you will be able to follow the status of your order.

Can I add an existing order to a customer account afterwards?

If you placed an order without logging in to a customer account, it is unfortunately not possible to link your order to an account afterwards. We recommend to place all your orders through a customer account so that you can follow the status of your order. You can create a customer account by pressing "sign up" in the top right corner at our start page.

Can I cancel my order?

As soon as we receive your payment, your order is being processed. Please contact our customer service as soon as possible if you wish to cancel an order and we will try to stop the processing before the order leaves our warehouse.

Can I change the products in my order?

Once an order is in our system, the selected products cannot be changed manually afterwards. If you ordered a wrong product by accident, please contact our customer service – in case your order has not left our warehouse, we can cancel your order for you so you can place a new one with the right products.

My order status says “complete” – what does that mean?

The order status "complete" confirms that all products included in your order have left our warehouses and are currently being shipped to your address.

Why does the total amount for my order change when I go to the checkout?

The prices on our site are base prices. The total amount of your order (including all costs like taxes and shipping) is displayed at the checkout once you fill in your address details. You can of course see the total amount before you proceed with your payment.

Why doesn't the age verification work?

The verification only works automatically on the address you are registered at. You can therefore not place an order to your work address or any other address than the one you are registered at. If you have moved recently and your new address hasn't been registered yet, the age verification might not work, and it can be because you are still registered at your old address. If you’re unable to complete the age verification, please contact customer support. If you are not a citizen of the country you are living in, the age verification might not work. If so, please send a message to our customer support with a picture of your valid identification.

Will I be charged for taxes or other customs handling fees?

Orders to the United Kingdom and Canada are sent from Sweden. Therefore, we advise you to always contact your local customs to gain information about their policies on nicotine import before you place your order. All products that are imported might be subject to import duties, taxes and customs handling fees. Any such charges levied in relation to customs clearance must be borne by you. As an importer of a regulated substance, you are obliged to know and follow the current laws, restrictions, and regulations when placing your order. We mark all packages with a specific product description of your order and state the full product value. If you refuse your order due to local duties, or your local customs refuse your package due to local restrictions there is, unfortunately, nothing we can do. We do not reship or refund refused orders since this matter is out of our control.

contact_support Payment Questions

Payment Questions

Which payment options do you offer?

Paypal and Payex for US customers. Payex for UK and CA customers.

When do I have to pay for my order?

You will be instantly be directed to the online payment process and can pay for your order right away. Please keep in mind that your order will be processed and shipped once the payment has reached us.

contact_support Delivery Questions

Delivery Questions

I stated a wrong shipping address, can I change it?

If you want to change your address, please contact our customer support team by filling out the form above as soon as possible. Please note that we can only change the address as long as the order has not yet been shipped. We cannot change the country in retrospect due to strict regulations.

Why can't I see my order in my account?

If you have placed an order and now you can’t find it in your customer account, it means that you were not logged in to your account during the order process. Please always make sure to log in to your account before you place an order. That way you will be able to follow the status of your order and benefit from our membership discounts. Click here to see our membership options to always get the best deals.

Where is my order?

From the moment your order leaves our warehouse (usually within 48 hours), estimated shipping times are 1 to 5 business days, depending on the destination and shipping option. For more detailed info on shipping times, you can click here. Sometimes delays occur due to local customs or postal delays. If your parcel isn’t with you by the end of the estimated delivery times, please contact your local customs and post office to see if any packages are held under your name. If no further information can be obtained there, you can contact our customer support team for further assistance.

Can I track my order?

It depends on which shipping alternative you choose when placing your order. Read more about different shipping alternatives here. If you have a customer account, you can check the status of your order from the moment you place it until it leaves our warehouse in your account information.

Can you ship my order to my hotel while I’m on holiday?

We strongly recommend that you state a shipping address where you will be staying for at least 2 weeks after placing the order. Otherwise we can unfortunately not guarantee that you will receive your order in time since sometimes delivery times can be delayed due to customs or postal services which is beyond our control. We do not reship or refund orders which were sent to a temporary address.

If you’re unsure what to do, don’t hesitate to contact our customer support team for further assistance.

Will I be charged for taxes or other customs handling fees?

Orders to the United Kingdom and Canada are sent from Sweden. Therefore, we advise you to always contact your local customs to gain information about their policies on nicotine import before you place your order. All products that are imported might be subject to import duties, taxes and customs handling fees. Any such charges levied in relation to customs clearance must be borne by you. As an importer of a regulated substance, you are obliged to know and follow the current laws, restrictions, and regulations when placing your order. We mark all packages with a specific product description of your order and state the full product value. If you refuse your order due to local duties, or your local customs refuse your package due to local restrictions there is, unfortunately, nothing we can do. We do not reship or refund refused orders since this matter is out of our control.

contact_support Return & Reclamation Questions

Return & Reclamation Questions

Can I return my order if I regret my purchase?

Due to Nicokick's products are fresh we can unfortunately not accept returns.

I've received the wrong product, what can I do?

If there is an issue with your received order or if you have received any faulty items, please contact our customer support team as soon as possible. Make sure to keep the products, packaging and shipping documents intact during the claims period. Please note that you need to report any issues with an order within two months of the purchase date.

Where is my order confirmation?

If you have placed an order and you have not received a confirmation, this may have happened - Wrong email address - The confirmation message is in the spam folder. Please contact our customer support so we can see if an order has been made or not, so we can try to avoid unnecessary double orders.

contact_support Question about Nicotine Pouches

Questions about Nicotine Pouches

What's the difference between Nicotine pouches and Swedish snus?

The major difference is that Nicotine pouches are tobacco free, and Swedish snus are not. Tobacco is the base ingredient in Swedish snus and nicotine occurs in the tobacco leaves in a range of 0.5 to 7.5% depending on variety. In Nicotine pouches the nicotine is extracted from the plant and crystalized into nicotine salt, but the plant itself is excluded. This means that they are completely tobacco free, the products contain no tobacco plant matter (e.g., leaf, root) in any form.

Another difference is that Nicotine pouches normally comes in an all-white format, so they do not stain your teeth like snus may do.

What different strengths are there?

From a scale of 1 - 5, where 1 equals the lowest nicotine strenght (2mg/g) and 5 equals the highest nicotine strenght (15+mg/g) we offer products from 1-3.

What does the different strengths mean?

You will see a strength bar under more information on each product page. You also have the option to filter all products based on strength scale under all categories. The numbers or filled dots indicate the strength level of the product/s. The levels are between 1 and 5. Below we have specified the different Nicokick levels you can choose from. If you haven’t used nicotine before we advise you to stay in the lower range to start with. 1 = Mild 2 = Normal 3 = Strong 4 = Extra Strong 5 = Super Strong

My favorite nicotine pouch is out of stock, which one can I order instead?

If your favorite product is out of stock, we've created a "compare option" where you simply can add different products and compare them with each other. You'll find the compare option at the bottom of each product to the right. Do you still have questions about which product to choose? Don't hesitate to contact our customer support.

Does nicotine pouches need to be refrigerated?

Nicotine Pouches should be stored in its original package at room temperature in a dry and well-ventilated room. There is no need for refrigeration.

Can I use Nicotine Pouches while pregnant or nursing?

Women should avoid use of Nicotine Pouches or any intake of nicotine when pregnant or nursing.

What is the extra compartment for?

The extra compartment is for the disposal of the used nicotine pouches.

Is it safe to swallow a nicotine pouch?

No it’s not safe to swallow a nicotine pouch. Discard of your used pouch in the extra compartment on the can, or in a trash can.

How long does the product stay fresh?

Nicotine pouches has a shelf life of up to 16 months.

How do I use nicotine pouches?

Take a pouch and place it between your gum and lip. You can gently chew on the pouch in order to release additional flavor. Keep it in for 20 minutes or as long as you enjoy the pouch.

Can I swallow the juice?

There is no problem in swallowing the nicotine pouch juice.