FAQ
General
What is Pouches24?
Pouches24 is a European B2B wholesale platform specializing in nicotine pouches, caffeine pouches, and other modern oral pouch products. We supply distributors, wholesalers, retailers, and online stores across multiple international markets.
Who can purchase from Pouches24?
Pouches24 serves registered businesses only. Our customers include wholesalers, distributors, retail chains, convenience stores, tobacconists, petrol stations, pharmacies (where applicable), and online retailers.
Do I need a business account to place an order?
Yes. You must register for a business account before viewing wholesale pricing and placing orders. Our team reviews each application to ensure we work exclusively with legitimate businesses.
Which countries do you ship to?
We supply customers throughout Europe and selected international markets. If you're unsure whether we can ship to your country, please contact our sales team.
Orders
What is the minimum order quantity (MOQ)?
Our standard MOQ is one master case (240 cans). Minimum order quantities may vary depending on the brand or product category.
Can I mix different flavors or strengths?
Yes. For many brands, you can mix flavors and nicotine strengths within the minimum order requirements. Please contact our sales team for product-specific details.
Can I order product samples?
Yes. Samples are available for qualified wholesale customers. Sample availability depends on stock and destination country.
How quickly are orders processed?
Most orders are processed within 1–2 business days after payment confirmation. Processing times may vary during peak periods.
Can I modify or cancel my order after it has been placed?
Orders cannot be modified or cancelled once they have been confirmed and processed. Please review your order carefully before completing your purchase.
Shipping
Where are your products shipped from?
Orders are dispatched from our European warehouse to ensure efficient delivery and reliable stock availability.
Which courier companies do you use?
We work with trusted international logistics partners. The courier is selected based on your destination, shipment size, and delivery requirements.
How long does delivery take?
Estimated delivery times are:
- Europe: 2–7 business days
- International: 5–14 business days
Delivery times may vary depending on customs clearance and local courier services.
Can I track my shipment?
Yes. Once your order has been dispatched, you will receive tracking information by email.
Are import duties and taxes included?
No. Any applicable customs duties, taxes, import fees, or local charges are the responsibility of the customer unless otherwise agreed in writing.
Payments
Which payment methods do you accept?
We accept:
- Bank Transfer
Which currencies do you accept?
Our primary trading currency is Euro (EUR).
Do you offer credit terms?
No. Pouches24 does not offer credit terms. All orders must be paid in full before they are processed, packed, and dispatched. Payment must be successfully received and confirmed prior to shipment..
Products
Are your products authentic?
Yes. All products supplied by Pouches24 are sourced directly from manufacturers or authorized distributors.
What is the shelf life of your products?
Most products have a shelf life of up to 12 months from the production date. Shelf life may vary by manufacturer.
How should nicotine pouches be stored?
Products should be stored in a cool, dry place away from direct sunlight and excessive heat.
Do you sell products with short expiry dates?
Occasionally, we offer products with shorter remaining shelf life at discounted prices. These products are clearly identified before purchase.
Documentation
Can you provide a Certificate of Origin?
Yes. A Certificate of Origin (COO) may be provided upon request, depending on the brand and manufacturer. Requests must be submitted by email during the quotation or ordering process, before your order is confirmed and paid.
Please note that issuance of the Certificate of Origin is subject to the manufacturer's approval and processing time, which may result in additional lead time.
Can you provide EUR.1 Movement Certificates?
Yes. For eligible shipments, we can assist in arranging a EUR.1 Movement Certificate, subject to customs regulations, product origin requirements, and eligibility.
Requests must be made in advance during the quotation or ordering process, before shipment. Once an order has been dispatched, a EUR.1 certificate cannot be requested or issued retrospectively.
Do you provide export documentation?
Yes. We can prepare export documentation, including Commercial Invoices, Packing Lists, and other documents required for international shipments.
If you require any specific documentation, you must notify us by email before confirming and paying for your order. Requests submitted after order confirmation or shipment may not be accommodated.
Can you provide product specifications or laboratory reports?
For selected brands, Certificates of Analysis (COA), product specifications, laboratory reports, and other supporting documents may be available upon request.
Availability and processing time depend on the respective manufacturer. As these documents are issued by the manufacturer, Pouches24 cannot guarantee immediate availability or a specific delivery timeframe. We will request the documents on your behalf and provide them as soon as they are received.
Distributor Program
Do you offer distributor opportunities?
Yes. We are actively seeking distributors in selected markets worldwide. If you are interested in distributing our products, please contact our sales team with your company profile and target market for evaluation.
Can I become an exclusive distributor?
Exclusive distribution rights may be considered on a case-by-case basis, depending on your market, business experience, sales potential, and long-term commitment.
To qualify for exclusivity, distributors must meet mutually agreed sales targets and successfully complete a sales performance review within an agreed evaluation period. Pouches24 reserves the right to grant, maintain, or revoke exclusive distribution rights at its sole discretion.
Do you provide marketing support?
Yes. Qualified distribution partners may receive marketing support, including product images, promotional materials, digital marketing assets, point-of-sale (POS) materials, and other sales resources. The level of support provided may vary depending on the partnership agreement, sales performance, and market requirements.
Do you offer private label (OEM) services?
Yes. We offer private label (OEM) manufacturing solutions for selected product categories, subject to minimum order quantities (MOQs) and production requirements.
OEM projects are assessed individually and may include custom branding, packaging design, product formulation, and regulatory documentation, depending on the manufacturer's capabilities and project scope. Lead times and MOQs vary by product and manufacturer.
Returns, Refunds & Claims
Do you accept returns or offer refunds?
No. All sales are final. Pouches24 does not accept returns, exchanges, or provide refunds for any products purchased.
What should I do if my shipment arrives damaged, incorrect, or incomplete?
Customers are responsible for inspecting their shipment immediately upon delivery.
Any claims relating to damaged, incorrect, or missing items must be submitted in writing within 48 hours of delivery and must include:
- Clear photographs of the products
- Photographs of the outer packaging
- Shipping labels
- Any supporting evidence relating to the claim
Claims submitted after 48 hours may not be accepted.
Following our investigation, if Pouches24 determines that an error occurred during order fulfillment or products were damaged during transit, we may, at our sole discretion, provide replacement products or another appropriate remedy. No refunds, credits, or returns will be provided.
Account
How do I create a business account?
Click Register and complete the business registration form. Our team will review your application before activating your account.
How long does account approval take?
Most business accounts are approved within 3 business day after verification.
Why was my registration declined?
Pouches24 reserves the right to approve or reject any business account application at its sole discretion.
Contact
How can I contact your sales team?
You can contact us through our website's contact form or email our sales team. We aim to respond to all business enquiries within one business day.
Can I request a custom quotation?
Yes. We provide customized quotations for bulk orders, pallet quantities, container loads, and long-term distribution partnerships.
Additional Questions
Can I reserve stock before making payment?
Stock is only reserved after payment has been received, unless otherwise agreed in writing.
Can I use my own freight forwarder?
Yes. Customers may arrange collection using their preferred freight forwarder, subject to prior approval and coordination.
Do you offer pallet or container pricing?
Yes. Special pricing is available for pallet quantities, container orders, and long-term distribution agreements.
Are all products subject to local regulations?
Customers are solely responsible for ensuring that the products they purchase comply with the laws and regulations of their destination country. Pouches24 is not responsible for products that are restricted, delayed, or refused entry by local customs or regulatory authorities.
Does Pouches24 guarantee customs clearance?
No. Customs clearance is the responsibility of the importer. While we provide the necessary export documentation where applicable, Pouches24 cannot guarantee that shipments will clear customs in every destination country.
Can Pouches24 refuse an order?
Yes. Pouches24 reserves the right to refuse, cancel, or limit any order at its sole discretion without prior notice, including orders suspected of fraud, regulatory non-compliance, pricing errors, or stock availability issues.