FAQ

Regarding Shipping

  1. Is an adult signature required for delivery? Certain states mandate an adult signature along with in-person age verification for deliveries. For details on state-specific requirements, check here. When Adult Signature Required (ASR) applies, our carriers will make 3 delivery attempts. Unsuccessful deliveries will be returned to us, and reshipments will incur additional shipping fees.
  2. Will I be charged for shipping? Shipping costs are always displayed during checkout. Select "Shipping Options" at bottom left of checkout page to view rates in the "Order Summary" panel. Ensure accurate address entry for correct rate calculation. (Enjoy free shipping on orders over $50 )
  3. My state isn't listed for delivery. Does that mean you don't ship there? Due to state-specific regulations on tobacco/nicotine product sales, we cannot ship to Maine, Maryland, Louisiana, Vermont, Arkansas, or Utah. For full details on state regulations, visit our shipping policy page.
  4. Can I track my order? Account holders can track orders through Order History. For guest orders: Use the CHECK ORDERS tool in top navigation bar - enter order number to track your package.
  5. Haven't received shipping confirmation. What should I do? You'll receive confirmation when your order leaves our warehouse. Please allow 1-2 business days for processing. Note: Our warehouse operates Monday-Friday excluding federal holidays.
  6. I entered wrong shipping address. Can I change it? Address changes must be requested within 24 hours via email to hello@zyn-onlines.com . No changes can be made after order ships - we'll confirm via email if your change is successful.
  7. Which carriers do you use? See our full list of shipping partners and service levels here.
  8. What are estimated delivery times? Find carrier-specific delivery estimates here. Orders typically ship within 2-3 business days after confirmation.
Regarding Order

  1. Can I return products if I change my mind? Due to the perishable nature of our products, we're unable to accept returns or exchanges. We appreciate your understanding.
  2. Where can I find my order confirmation? You should automatically receive an order confirmation email after placing your order. If you don't see it in your inbox, please check your spam or junk folder as it might have been filtered there. If you still can't locate it, contact us at contact@zynsupreme.com.
  3. Can I cancel my order? You may cancel your order by contacting our customer service team at hello@zyn-onlines.com, provided your order hasn't been shipped. Please initiate this process immediately as we cannot cancel orders once they've been processed and packed in our warehouse. Note: Cancellation requests must be made within 24 hours.
  4. Can I modify products in my order? Unfortunately, we cannot modify products in an order once it's been placed. If you've just placed your order, contact us immediately to see if we can cancel it, allowing you to reorder with the correct products.
  5. I received incorrect products. What should I do? In rare cases of order discrepancies (wrong items or quantities), we guarantee to correct your order or provide refund options. Please retain all products, packaging, and shipping documents for verification. When contacting us, provide your order number, details of received products, and photos of all items from your order.
  6. Do you accept returns for quality issues? While nicotine pouches typically have long shelf lives and maintain quality over time, we understand that unforeseen issues may occur. If you experience any product quality concerns, contact us immediately. We're committed to resolving your issue and ensuring your satisfaction. Please note: The timeframe for issuing compensation on orders is 60 days.
Regarding Taxes
  1. Why is the price I see at checkout different from the base price listed earlier? The price shown before checkout is the base price. We often offer bulk discounts and/or special deals on this base price. At checkout, applicable taxes including sales tax and state excise tax (SET) will be added based on your location. Both SET and sales tax are typically applied to the base price and shipping costs.
  2. What is SET and how does it affect nicotine pouch pricing? State Excise Tax (SET) is a specific tobacco/nicotine tax levied at the state level. As the name suggests, it's a tax collected by revenue authorities. Not all states impose SET, but when applicable, it's added during checkout. All prices displayed before checkout reflect the base price only.
  3. Are sales tax and state excise tax (SET) included in the product price? No, the prices shown for our nicotine pouches are base prices only. Sales tax and state excise tax (SET), where applicable, are added during the checkout process.
Regarding Payments
  1. What should I do if my payment fails? If payment fails during transaction processing, the order will be automatically canceled. We recommend contacting your bank or card issuer to ensure sufficient funds are available and your card is authorized for online purchases.
  2. What payment options are available? We offer debit/credit card payments through our partner PayPal. Please note we do not directly process your credit card information.
  3. My payment failed but the amount was deducted. What should I do? PayPal processes payments directly from your account. If funds are insufficient or your bank doesn't immediately release the amount, your order may fail in our system. Once instant payment fails, we cannot alter payment status. For further assistance, please contact your payment provider.
Regarding Account
  1. Why can't I see my order in my account? If you placed an order but can't find it in your customer account, this indicates you checked out as a guest. While we can't attach guest orders to existing accounts, we do send order confirmation and shipping details to your email address. Please ensure you're logged into your account during checkout to track order status.
  2. How do I update my address? To update your address: Click the Account button and navigate to "My Account." In the "Address Book" section, you'll find options to separately modify billing and shipping addresses. You can also add new shipping addresses for specific orders. Note: Addresses for existing orders cannot be changed