Terms & Conditions

About these terms

These terms apply when you use pouchplug.com or buy from PouchPlug (“PouchPlug”, “we”, “us”). By placing an order, you agree to them, along with our Shipping & Returns page and our Privacy Policy. If these terms and another page ever disagree, these terms apply.

Nothing in these terms takes away rights you have under consumer protection laws in your province.

19+ only

Nicotine products are for adults. To use this site and buy from us, you must be at least 19 years old, or the minimum legal age for nicotine products in your province or territory if that’s higher.

• By placing an order, you confirm that you meet the age requirement and that the person receiving the parcel does too.
• We may ask for proof of age, and we can cancel any order if we can’t confirm the buyer is of legal age. Any amount already paid is given as store credit (see Store credit).
• Orders are for your own personal use. Buying for anyone under the legal age, or reselling, isn’t allowed. If you run a store, see our Wholesale page.

Our products

Nicotine pouches contain nicotine, which is an addictive chemical. They aren’t a smoking-cessation product, and we don’t make any health claims about them. Don’t use them if you’re pregnant or breastfeeding, or if you have a heart condition or other medical condition, without talking to a doctor first. Keep them away from children and pets.

We do our best to describe every product accurately, including brand, flavour and nicotine strength. Packaging and tin designs can change, and colours on screen may look different in real life. Strength ratings like “Regular” or “Extra Strong” are our general guide, not a medical measurement.

Prices & availability

• All prices are in Canadian dollars. Applicable taxes (GST/HST) are added at checkout based on your shipping address.
• Prices, products and promotions can change at any time. The price you pay is the price shown when you place your order.
• Stock is limited. If an item sells out after you order, we’ll contact you and offer a replacement or store credit for that item.
• If a price or product is listed by mistake (for example, an obvious typo), we can cancel the order, even after you’ve received a confirmation email. Anything you’ve paid is given as store credit.

Placing an order

When you check out, you’ll receive an email confirming that we’ve received your order. Your order is accepted once we’ve confirmed your payment and shipped it. We can refuse or cancel an order, for example if we can’t confirm your age or payment, if an item is unavailable, or if an order looks fraudulent. If we cancel an order after you’ve paid, the amount you paid is given as store credit.

Please check your shipping address before you place your order. We aren’t responsible for delays or losses caused by an incorrect or incomplete address.

Paying by Interac e-Transfer

• Interac e-Transfer is our only payment method. After you order, you’ll see our payment details on the order confirmation page and in your confirmation email: the email address to send to, the security question and answer, and the amount.
• Send the exact order total, and include your order number in the message.
• We confirm payments by hand, usually within a few hours (9am–9pm ET). Your order is packed once your payment has landed.
• We hold your items for 72 hours. If we haven’t received your payment by then, the order is cancelled automatically and the items go back into stock.
• Only send money to the payment email shown on your order. We will never ask you to pay a different email address, by text message or by phone. If anything looks off, contact us before you send.

Shipping & delivery

• We ship to addresses in Canada only.
• Standard shipping is a flat $15. Orders of $200 or more ship free (counted after discounts).
• Most orders ship within 1–2 business days of payment and arrive within 1–3 business days after that.
• Express shipping is available at checkout for next-day arrival once your order is processed. It’s $10 extra, or $5 extra when your order already ships free.
• Delivery times are estimates, not guarantees. Remote areas, weather, holidays and carrier delays can slow things down.
• Every order ships tracked, in plain packaging. Once the carrier has your parcel, you’ll get a tracking number by email.

Full details are on our Shipping & Returns page.

Returns, replacements & cancellations

• No refunds. All sales are final. We don’t issue refunds by e-Transfer or any other method. When something goes wrong, we make it right with a replacement or store credit.
• No returns on nicotine products. For health and safety reasons, we can’t accept returns or exchanges on pouches, even if they’re unopened.
• Damaged or wrong order: email info@pouchplug.com within 48 hours of delivery with your order number, photos of the package and products, and a short description. We’ll send a replacement or give you store credit.
• Store credit is added to your PouchPlug account as Rewards points, equal to the value of the affected items (or the amount paid on a cancelled order). You’ll need a free account to receive it. Store credit can be used on any future order and has no cash value.
• Cancellations: you can cancel an order before it’s processed. If you’ve already paid, the amount is given as store credit. Once it’s processed or with the carrier, it can’t be cancelled. Contact us right away if you need a change. Orders not paid within 72 hours are cancelled automatically.
• Lost parcels: if tracking shows no movement for an unusually long time, contact us and we’ll work with the carrier to find it. If it’s confirmed lost, we’ll send a replacement or give you store credit.

Past best-before tins

Our Past Best-Before section sells tins that are past the best-before date printed on the lid, at a lower price. A best-before date isn’t an expiry date, but these tins may have a milder flavour and drier pouches than fresh ones.

All past best-before sales are final. We can’t return or exchange them, and you’ll be asked to confirm this at checkout. If one arrives damaged or you get the wrong item, the 48-hour rule above still applies.

Rewards, referrals & promo codes

• How PouchPlug Rewards works, including how many points you earn and what they’re worth, is explained on our Rewards page. Points are added to your account once your order ships.
• Points and referral rewards have no cash value. They can’t be sold or transferred, or exchanged for cash.
• If an order is cancelled, we may remove the points it earned. Store credit we give you as points follows the same rules as other points.
• Referral rewards are for introducing real new customers. Self-referrals, fake accounts and other abuse may lead to points being removed or an account being closed.
• Promo codes are subject to their own terms. Unless we say otherwise, they have no cash value and may expire.
• We can change or end the rewards program with reasonable notice on the site. If we end it, we’ll give you a fair chance to use your points.

Your account

You can check out as a guest or create an account. If you create one, keep your login details private, because you’re responsible for orders placed through your account. Let us know right away if you think someone else has used it. We can suspend or close accounts that break these terms.

Reviews & messages

We welcome honest reviews. By posting a review, you confirm it reflects your own experience, and you allow us to show it on our site. We may remove reviews that are offensive, off-topic, misleading or that include personal information or medical claims.

Using the site

The site, including its design, text, graphics and logo, belongs to PouchPlug or our licensors. Product names and brand logos belong to their owners. Please don’t copy or reuse our content without permission, or try to disrupt, scrape or misuse the site.

Our responsibility to you

We work hard to keep the site accurate and running, but we can’t promise it will always be available or error-free.

To the extent the law allows, PouchPlug isn’t liable for indirect or consequential losses. Our total responsibility for any order is limited to the amount you paid for it. This doesn’t limit any liability that can’t be limited by law, or your rights under consumer protection laws in your province.

Governing law

These terms are governed by the laws of Ontario and the federal laws of Canada that apply there. If you live in another province or territory, you keep the protections its consumer laws give you.

Changes to these terms

We may update these terms when our store or the law changes. The “last updated” date at the top shows when they last changed. The version on the site when you place an order is the one that applies to that order.