Freeze Ultra and Velo Mighty Peppermint Ultra 20mg VELO Nicotine Pouches

Shipping and Returns

1. Delivery Areas

We ship our products to business customers across the European Union and selected international destinations. If your country is not listed during checkout or you have a special request, please contact [email protected] to discuss options.

2. Shipping Providers

We work with trusted logistics partners such as DPD, DHL, FedEx, and national postal services to ensure fast and secure delivery.

3. Dispatch Times

• Orders placed and confirmed by 12:00 CET on business days are typically dispatched within 24–48 hours.
• Orders received on weekends or public holidays are processed on the next business day.

4. Estimated Delivery Time

Please note that actual delivery times may vary due to customs clearance, remote locations, or unforeseen delays.

5. Shipping Costs

Shipping costs are calculated at checkout based on the destination, order size, and selected shipping method. For bulk or pallet orders, contact us for a custom quote.

🚚 Tracking

Once your order is dispatched, you will receive a shipping confirmation email with a tracking number. You can track your shipment directly via the courier’s website.

🌍 Customs & Import Duties

Buyers are responsible for ensuring compliance with local regulations and for paying any applicable customs fees, duties, or taxes for international shipments.
UAB NORD POUCH is not liable for shipments delayed, refused, or destroyed by customs authorities.

🔄 Return & Exchange Policy

1. Eligibility for Return

Due to the nature of our products (nicotine-containing consumables), returns are only accepted if:

• The products were delivered damaged.
• The wrong items were received.
• The goods are unopened, in original packaging, and reported within 7 calendar days of delivery.

We do not accept returns for opened, used, or incorrectly stored products.

2. How to Report an Issue

To initiate a return or exchange, email [email protected] within 7 days of receipt. Please include:

• Order number
• Description of the issue
• Clear photos (if applicable)

Our team will assess the case and respond within 2 business days.

3. Approved Returns

If your return is approved:

• You will receive return instructions and an RMA (Return Merchandise Authorization) number.
• You must ship the item(s) back to us within 14 days of approval.
• Upon receipt and inspection, we will issue a refund or replacement, depending on your preference and stock availability.

Return shipping costs are borne by the buyer unless the error was on our part.

⚠️ Non-Returnable Items

• Products that have been opened or used.
• Items returned without prior authorization.
• Items damaged due to improper storage, handling, or misuse.
• Products returned beyond the 14-day window after approval.

💬 Complaints

If you are not satisfied with your order or experience, please reach out to us directly at [email protected]. We take all complaints seriously and strive to find fair and timely resolutions.

📌 Important Notes

• Title and risk of goods transfer to the buyer once the order is handed over to the shipping carrier.
• We reserve the right to amend this policy at any time without prior notice. The version on our website will always be the most current.

For any questions about shipping, returns, or product quality concerns, don’t hesitate to contact our team at [email protected]