Frequently asked questions

I have not received all products in my order.

Can have been a mistake by the warehouse (contact us) or your order was split shipped. In the shipping email notification is a tracking link for the packages - track it at UPS.

 

I have not received the Order confirmation email (or the Shipping email).

There can be an issue with emails if you are using hotmail. Please, check your spam filter and add contact@topsnus.com to your address book to make sure the emails from us are not classified as spam..

 

I paid my order last week, but the order is still in status "Pending payment".

Please, contact us with the date and name of the bank transfer. If you did not referenced your order number and the name on the bank transfer is not the same as on the order, we can not always connect the two.

Please note, a international bank transfer takes 2 business days (not counting Saturday, Sunday or other holidays) for arriving to us.

 

What does the status "On Hold" mean?

That mean that the credit card payment was not completed for some reason (or rejected). Credit card payment can not be done afterwards, but you have to make a new order.

 

When is (your favorit snus here) back in stock?

Normally will an out-of-stock product be back within a week. But, sometimes it's on backorder from the manufacturer, and in that case, we have no more information. On the product page - if the product is out-of-stock - there is a link to get notified when it is back in stock.

stock notify

 

Have you received my payment (bank transfer) yet?

The bank transfer takes at least 2 business days (not counting Saturday or Sunday) for arriving to us.

 

Where are my package?

We ship with both regular post and UPS. Regular post can only be selected if the order weights less then 0.5kg (approx. 12 cans).

Standard Letter: It's sent as a letter without any tracking, delivery guarantees or resents. We can not tell you where the parcel is or when it will be delivered. Normal shipping time is 3-5 business days, but it can be longer so wait at least 10 days before contacting us about a missing letter.

UPS: If you choose UPS, there will be a tracking number in the shipping notification email - use that to track your order at UPS (ups.com).

 

Is is dangerous to use the snus after the Best before date?

No it is not. The reason for the Best before date is that snus is classified as food in Sweden. If you keep it cold, the snus will be fresh long after that date. The snus will be more dry after a while and can loose some of the taste. Portion, white portion and white dry lasts longer then loose.

 

What does shipping cost?

It depends on both the weight of the parcel and destination. To check the shipping cost, go to "My Cart" (link in top right). Select your country and the zip code, click on the button "Estimate".

 

Can I change my order?

In short, no. If the order have not yet been processed by us, you can cancel it and make a new order.