Shipping policy

This page summarises how we ship nicotine pouches and how refunds/replacements work.

Quick Summary

  • Dispatch: From New Zealand, same or next business day, tracked services (NZ Post/DHL).
  • Timeframes: Standard 5–10 business days; Express 4–8 business days (guidance only).
  • Where we ship: Many regions worldwide. We do not ship to the United States or New Zealand.
  • Duties/Taxes: Sent DDU — you pay any import duties/taxes/fees.
  • Australia: TGA Personal Importation Scheme applies (valid prescription; 3‑month/15‑month limits; personal use).
  • Refund window: Report wrong or damaged items within 14 days of delivery.
  • No change‑of‑mind returns.
  • Delays: Not refundable unless the shipment is confirmed lost by the carrier.

1. Dispatch & Carriers

Orders are dispatched from New Zealand using tracked services (e.g., NZ Post/DHL). We aim to ship the same or next business day.

2. Delivery Timeframes

  • Standard: 5–10 business days
  • Express: 4–8 business days

These are estimates and may be impacted by customs processing, routing via intermediary countries, carrier network backlogs, weather events, or other factors outside our control.

3. Regions We Ship To

We ship nicotine pouches to various regions worldwide. We do not ship to the United States or New Zealand. You are responsible for ensuring that purchase, importation, possession, and use comply with local laws where you live.

4. Duties, Taxes & Fees (DDU)

All shipments are sent Delivery Duty Unpaid (DDU). Any import charges (duties, taxes, clearance/brokerage fees) are your responsibility as the importer of record.

5. Age‑Restricted Delivery & ATL

A signature and proof of age may be required at delivery. Authority to Leave (ATL) may not be available for age‑restricted deliveries depending on carrier/destination rules.

6. Australia — TGA Personal Importation Scheme

  • Hold a valid Australian prescription matching the items/strengths before ordering.
  • Limits: Up to 3 months’ supply per shipment; not more than 15 months’ supply in any 12‑month period.
  • Personal use only; original packaging; shipments labelled accordingly.
  • No prescription, no dispatch. You are liable for any GST/duty/ABF fees charged.

7. Address Issues, Additional Fees & Delivery Problems

  • We may contact you to collect any under‑charged shipping fees caused by addressing or service selection issues; orders may be placed on hold pending resolution.
  • If we fail to deliver any products, you may cancel only the undelivered items unless we have agreed a new delivery date.
  • Where we fail to deliver or delay delivery within our control, our liability is limited to the cost of replacing the affected items.
  • Shortages/Damage: Tell our customer service team within 14 days of delivery.

8. Refunds & Replacements

8.1 Wrong/Incorrect Items

Contact us within 14 days of delivery and keep items sealed/unopened; upon verification we will arrange a replacement or refund.

8.2 Damaged Parcels

Contact us within 14 days of delivery with photos and your order number. A carrier investigation may be required before a refund or replacement is issued.

8.3 Lost Shipments

If tracking shows no movement for an extended period and the carrier confirms the parcel is lost, we will replace or refund your order.

8.4 What Isn’t Refundable

  • Change of mind.
  • Customs seizures/refusals or returns caused by non‑compliance with local law/documentation.
  • Delays in transit (only considered when the carrier confirms the parcel is lost).

9. How to Make a Claim

Email admin@pouchie.co.nz with your order number, photos (if damaged), a description of the issue, and confirmation the item is unopened (where applicable). Approved refunds are processed to the original payment method (your bank/issuer may take additional time to post funds).

10. Contact

Lion Projects Limited t/a Pouchie
32B Bruce Road, Levin 5510, New Zealand
Email: admin@pouchie.co.nz