Help centre
Questions? Answered.
Everything you need to know about pouches, orders, payment and shipping.
What is a nicotine pouch?
A small, tobacco-free pouch you place between your gum and upper lip. It releases nicotine and flavour — no smoke, no vapour, no spitting.
Which strength should I pick?
New to pouches? Start with Regular (6–8 mg). Strong, Extra Strong and Max (up to 50 mg) are for experienced users. Check the Strength Guide for the full breakdown.
What's the difference between a Single Tin and a 5-Pack?
A Single Tin is one can. A 5-Pack is five cans of the same flavour at a lower price per tin — perfect once you've found your favourite.
How do I pay?
By Interac e-Transfer — it's the only way we take payment, so there's no card to enter at checkout. Place your order, then send an e-Transfer for the exact order total from your online banking. Your order confirmation page and email show where to send it, plus the security question and answer to use.
What happens after I send my e-Transfer?
We match your payment to your order, usually within a few hours (9am–9pm ET), and email you as soon as it's confirmed — then your order gets packed. Haven't sent it yet? We'll send a reminder after 24 hours. Orders that are still unpaid after 72 hours are cancelled automatically and the stock goes back on the shelf.
How fast do you ship?
Orders ship once your e-Transfer is confirmed. We process Monday to Friday and usually ship within 1–2 business days of payment. Most orders arrive within 1–3 business days after shipping. Weekend orders ship the next business day.
Do you offer express shipping?
Yes. Choose Express at checkout for next-day arrival once your order is processed. It's +$10 on orders under $200, or +$5 when your order already ships free. Remote areas can take a little longer.
Can I track my order?
Yes. As soon as your order is scanned by the carrier you'll get a tracking number by email.
Is the packaging discreet?
Always. Every order ships in plain packaging.
Can I return nicotine pouches or get a refund?
No. All sales are final, and for health and safety reasons we can't accept returns on nicotine products, even unopened. If something arrives damaged or wrong, email us within 48 hours of delivery and we'll send a replacement or give you store credit as Rewards points.
Who can buy from PouchPlug?
Adults 19+ only. Nicotine is highly addictive and our products aren't intended for minors, pregnant or nursing people, or anyone with a heart condition.
