Customer Service

Shipping & Delivery

The order is shipped within 3 days after payment is received. Payment shall be done within five days after the order is placed. No orders are shipped on Saturday, Sunday or holidays. Delivery time depends on your location and selected shipping option, but is usually 2-5 business days (but can be longer). We ship with regular post and UPS. Regular post can only be selected if the weight is bellow 0.5kg (approx. 13 cans) for your order. It's sent as a letter without any tracking, delivery guarantees or resends. If you choose UPS, there will be a tracking number in the shipping notification email. We ship only to selected countries.

If you select Standard Letter as shipping option, there is no way for us to track the parcel or there is no guarante it will arrive (and no re-sends). Shipping time is usually 3-5 business days, but it can be longer so wait at least 10 days before contacting us about a missing letter.

No Swedish Match products are shipped to EU countries.

 

Returns & faulty products

As snus is a fresh product which cannot be resold once it has been shipped once, we can unfortunately not accept any product returns. This applies to orders for the wrong product as well as cases where you have changed your mind.

Please always check the contents of your package immediately upon receipt. Make sure that you have received the right products and that they are not damaged in any way. If there are something faulty with the product, you must contact the manufacturer. If the products have been damage during transport, contact the shipping company that delievered the gods.

If the package is incomplete or the goods received are not what you ordered, you will have to inform us within 5 business days, as reclamations received at a later date cannot be considered. Contact us using this form here.

 

Ordering

All orders is done through the web site. No phone or email orders are accepted.

 

Payment

Payment can be done with credit card (VISA or MasterCard). The verification of the card is made offsite by QuickPay. We do not store any credit card number.

Payment can de done by Bank Transfer (Bank Wire) before shipping (prepayment).

Account information for bank transfer:

Owner: Stairway International ApS
Iban: DK8690701627373038
BIC: VRAADK21

Bank:
Sparkasse Vendsyssel

 

Viewing Orders

You can view all your orders by log in to your account at Topsnus. If you shop as a guest, you can not view outstanding and recent orders.

 

Updating Account Information

You are responsible to keep your personal information (like email address and mail address) up to date. This is done in your account at Topsnus.

 

Contact

When contacting Topsnus (by email or the contact page), you must use English.