Returns & Exchanges

Exchanges and Returns

Due to the nature of the products that we sell, nicotine pouches cannot be exchanged or returned for health and safety reasons regardless of whether it has been opened or not.

Incorrectly Shipped or Missing Items

If we make an error when fulfilling your order, please contact customer service team within 48 hours of receiving your package to initiate a claim. Please send a brief email to alerting us of the error and we will correct any fulfillment mistakes as quickly as possible.

We may require incorrectly shipped items to be returned. If this is the case, the products must be returned to us within 30 days of the purchase date. We will provide you with a prepaid return label via email to send back the product(s) free of charge.

Refunds and Store Credit for Damaged Product

Items that are received in a damaged state are eligible for immediate replacement with photo proof of damage at the discretion of Nic Direct Inc. We will issue a store credit for the damaged item(s) that can be applied as a discount on a future order. 

We are unable to issue a refund via Interac E-Transfer, Cash, Credit Card, Debit Card or Cheque. If you purchased using Interac E-Transfer, Credit Card, Debit Card, Cash or Cheque, you will receive store credit that can be applied as a discount on a future order.

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Price Increase & Improved Shipping Times

Due to recent increases in importation, warehousing, fulfillment and product costs, we have had no choice but to increase our prices. We will however be offering a discount of $1 per tin when you purchase a sleeve of 10 tins of a single product.

In addition, before the end of January, we will in most cases be shipping orders the same day if the order is placed by 1:00 pm ET and offering Same Day / Next Day Delivery for most of the GTA.

Unfortunately, we will no longer be offering a store pick-up option after Saturday, January 16th as we move to improve efficiencies in the processing and shipping of online orders.

We are working extremely hard to speed up shipping times and improve product availability and thank you for your support.

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