FAQ - Frequently Asked Questions

Payment Options

What payment options are available?

We offer the following payment alternatives:

• Credit card (VISA and MasterCard)

Is credit card payment secure?

At Snus Market, we ensure that your personal information is secure. All the information you provide is encrypted. Therefore, we are never aware of your card details. Everything occurs between you and our bank. To avoid delays and inconveniences, ensure that your account has sufficient funds.

CVV and CVC

What do CVV and CVC mean?

To help minimize credit card fraud, Visa and MasterCard have introduced an additional credit card code. This is known as the Card Verification Value (CVV) for Visa and the Card Validation Code (CVC) for MasterCard. The security code consists of the last 3 digits on the back of your credit card, just above your signature.

Order and Shipping Confirmation

Will I receive an order and shipping confirmation email?

Yes, we will send you an email with all the order details to the email address you provided during registration. We will also send a shipping confirmation email once your order has been dispatched from our warehouse. The shipping confirmation includes your shipment's tracking number.

Why haven't I received a confirmation of order or shipping?

If you haven't received an email, please check the email address you provided during account registration. Additionally, check your email for activated spam filters, as they may block our emails. Another reason could be a full inbox or temporary unavailability of your mail server, resulting in delayed messages. In any case, you can always check your order status by logging into your customer account on Snus Market.ch.

Payment Error

When I tried to pay by credit card, an error occurred. What could be the issue?

Ensure you have a valid MasterCard or VISA card, meaning it has not expired, is personalized, and is not a VISA Electron credit card. Verify the address you provided during your order. Similarly, check the details of the card you provided. The credit card number and the CVC (MasterCard) or CVV (VISA) code must be entered in an uninterrupted and continuous sequence.

Errors may also be caused by disruptions in any of the relevant institutional servers. In this case, try completing your order later. This applies if your card is not the cause of the problem and is not subject to restrictions on international online transactions. If the issue persists, try contacting your credit card provider for more details.

Shipping Information

What shipping options are available on Snus Market?

All orders are delivered by Swiss Post. Approximate delivery times are 1 to 2 business days, and in most cases, you will receive your order the next day.

Is it possible to track my shipment?

Yes, you can track your order. Exception: small orders up to 6 boxes, which are shipped without registration, cannot be tracked. Your shipment's tracking number will be provided in your shipping confirmation. You can track your order from your customer account on Snus Market.ch or via the Swiss Post website www.post.ch.

Can you provide more information on import regulations, duties, customs, taxes, and other fees?

All products are directly imported from Sweden to our warehouse in Switzerland. All orders are then shipped directly from Switzerland. Therefore, there are no additional fees for you.

Returns and Cancellations

Is it possible to return the products I ordered from you?

Snus is a fresh and perishable product. As such, it cannot be resold after being shipped once. Thus, we cannot accept any product returns. This includes ordering the wrong product, changing your mind, or if the postal service returns your order due to an incorrect address or failure to collect it on time.

Can I cancel my order?

You are allowed to cancel the paid order only if the shipping process has not yet started. If you wish to cancel an order, please send us a message via the provided contact link. We will then assess how we can accommodate your request.

How can I modify my order?

You can only modify your order if it has not yet entered the shipping process. Since we cannot debit or credit your account beyond the authorized amount at the time of the order, modifications resulting in a higher order amount cannot be made if you paid by credit card.

Issues with Received Products

I received a damaged/incorrect product. What can I do now?

Make sure to check the package contents right after receiving it. Verify if you received the correct products without any damage. If the content is incomplete, you received the wrong products, or you have defective or damaged products, please inform us within 10 business days. We cannot accept complaints beyond this period. When notifying us of such incidents,