Returns
- Eligibility: Returns are accepted only for unopened, sealed, and unused products in their original packaging.
- Timeframe: Customers must request a return within 15 days of delivery.
- Condition: Returned items must be in resalable condition.
Non‑Returnable Items
- Opened or partially used nicotine pouches.
- Clearance or promotional items.
- Products without proof of purchase (order number or receipt).
Refunds
- Once the returned product is received and inspected, approved refunds will be issued to the original payment method.
- Refunds are typically processed within 5–10 business days.
- Shipping charges are non‑refundable, except in cases where the return is due to our error (e.g., incorrect item shipped).
Exchanges
- Exchanges are only available for defective or incorrectly shipped products.
- Customers must notify us within 7 days of delivery and provide photo evidence.
Return Process
- Contact our support team at sales@nicpucks.com with your order number and reason for return.
- Our team will provide a Return Authorization (RA) number and instructions.
- Ship the product back to our warehouse at the customer’s expense (unless defective/wrong item).
- Refunds or exchanges are processed once the product is received and inspected.
Important Notice
We reserve the right to refuse returns that do not meet the above requirements.
Due to the consumable nature of nicotine products, we cannot accept returns on opened packages.
Canceling Orders
At NicPucks, we work hard to process and ship orders quickly. Because of this, orders may only be cancelled or changed before the package has left our facility.
- In some cases, orders may be prepared for shipment within one hour of being placed.
- In other cases, processing may take up to 24 hours or more.
- Once an order has shipped, it can no longer be cancelled or modified.
To request a cancellation, please contact our customer service team during regular business hours:
Sales contact:
Email: Sales@NicPucks.com
Phone: 825-333-7825 (PUCK)