Shipping Policy

Effective date: 17/09/2026

This policy explains how Fika Pouches handles order processing, packaging, shipping and delivery-related issues. Da Nang is our primary service area. Delivery to other provinces and cities in Vietnam is confirmed according to the destination, product type and carrier acceptance requirements.

Shipping snus and nicotine pouches requires attention to seal integrity, moisture levels, storage requirements and product traceability. Fika only confirms delivery when the product, route and shipping method meet applicable legal requirements and the carrier’s conditions of carriage.

1. Delivery Coverage

Delivery within Da Nang

Fika prioritises orders for delivery within Da Nang. The availability of direct local delivery, the expected arrival time and the delivery charge are confirmed based on the specific location, stock availability and traffic conditions when the order is accepted.

Addresses farther from the dispatch point, locations with restricted access and destinations with special delivery requirements may require additional time. Delivery times and charges are not necessarily the same for every address within Da Nang’s administrative boundaries.

Delivery to Other Provinces and Cities

We accept delivery enquiries for destinations within Vietnam and check service availability for each address before confirming the order. Remote areas, islands, temporarily suspended routes and locations with delivery restrictions are assessed individually.

Nationwide coverage does not mean that every product can be shipped on every route. If a suitable shipping arrangement is unavailable, we will notify you before accepting the order. If payment has already been received but fulfilment is not possible, we will arrange cancellation and refund the amount paid for the part of the order that cannot be delivered.

This policy covers domestic delivery within Vietnam. It does not cover international shipping.

2. Information Confirmed Before Dispatch

Please provide the recipient’s name, a working contact telephone number and a complete delivery address, including the house number or building name, street, ward or commune, and province or city. You may include directions where needed to help locate the correct address.

Before dispatch, Fika confirms:

• The product, variant, flavour, nicotine content, unit of measurement and quantity.
• Stock availability, payment method and the payment terms applicable to the order.
• The delivery address, shipping method, estimated delivery time and total amount payable.
• Any special storage requirements or shipping restrictions.

Submitting an order request does not mean that the order has been handed to a carrier. We will not substitute a different brand, flavour, pack format or nicotine strength without your agreement.

Where a product is subject to age restrictions or other purchase conditions under applicable law, Fika carries out appropriate checks before confirming the order or handing it over. We do not arrange delivery to an alternative recipient to bypass these requirements.

3. Order Processing and Estimated Delivery Times

Order processing time: [Insert actual processing timeframe]. This period starts once Fika has confirmed the necessary order details, stock availability and payment arrangements.

Order handling and dispatch hours: [Insert actual operating hours and working days]. Orders received outside these hours are processed during the next operating period, unless Fika confirms otherwise.

Transit time starts when the parcel is handed to the delivery provider and does not include order processing time. Where an estimate is expressed in business days, we will clarify the operating schedule for the route and the effect of weekends or public holidays.

Estimates may change because of weather, traffic, carrier schedules or transport disruptions. If there is a significant change, we will notify you and agree on an appropriate resolution. You are not expected to accept an indefinite extension of the delivery timeframe.

4. Shipping Charges and Additional Costs

Delivery charges are displayed when you place your order or clearly communicated through the order confirmation channel before you agree to proceed. Charges depend on the destination, distance, parcel weight and dimensions, delivery method and any product-specific packaging requirements.

• Any special packaging charge, remote-area surcharge, cash-on-delivery fee or additional service charge will be disclosed before confirmation.
• We will not add charges that have not been disclosed and agreed.
• If Fika splits an order into multiple parcels for fulfilment purposes, additional charges apply only with your prior agreement.
• Redelivery costs arising from an address change or a revised delivery appointment are assessed individually. They are not automatically charged for every unsuccessful delivery attempt.

5. Packaging and Storage Requirements for Snus and Nicotine Pouches

Tobacco-containing snus and nicotine pouches containing no tobacco leaf must not be assumed to have identical storage requirements. Fika selects packaging and shipping arrangements according to the label, the manufacturer’s instructions and the characteristics of the specific product range.

• Product packaging: we check the container, lid and any seal applicable to the product variant before packing. We do not open product containers solely to count the individual pouches inside.
• Protection in transit: suitable outer packaging and cushioning are used as needed to reduce impact damage, crushing, water ingress and movement within the parcel.
• Traceability: original labels, batch codes and date markings remain intact on the product packaging.
• Temperature and moisture: shipping arrangements are selected to limit exposure to direct sunlight, heat and moisture in line with the product’s requirements. Standard packaging is not a temperature-controlled shipping system.
• Products requiring refrigeration: if the manufacturer requires refrigerated conditions during transport, Fika only confirms shipment when those conditions can be met. We do not assume that all snus products are suitable for standard shipping.

Fika does not misdeclare the name or nature of goods to circumvent carrier acceptance rules. If a carrier declines a shipment or cannot meet its storage requirements, we will check for a suitable alternative or notify you that the order cannot be fulfilled.

6. Delivery and Handover in Da Nang

Please keep the recipient’s phone available during the agreed delivery window and provide clear instructions if the address has controlled access, multiple entrances or restricted areas.

For hotels, apartments and other accommodation, please provide the property name, recipient’s name and handover instructions. Fika or the delivery provider will only hand the parcel to reception, security staff or another recipient with your appropriate authorisation and in accordance with the applicable delivery requirements.

Parcels are not left outside a door, outdoors or unattended by default. If you request delivery to a particular location, this must be agreed in advance, taking the product’s security and storage requirements into account.

7. Tracking Your Order

After dispatch, Fika provides a tracking number where the service supports one, or the relevant handover details for direct local delivery. You may also use the order confirmation channel to request a progress update.

If tracking shows that your order has been delivered but you have not received it, please notify Fika so that we can check the recipient, delivery time and proof of delivery. A tracking status alone is not conclusive evidence that you received the correct items.

8. Checking Your Delivery

Before acknowledging receipt, please check the parcel’s condition, recipient label and any signs of tearing, dampness, crushing, resealing or leakage. Opening the outer shipping packaging to check the number of containers and product details is subject to the inspection service disclosed for your order. Do not break product seals or sample products during handover without authorisation.

If you notice an obvious problem, you may ask the delivery person to record it, take photographs and contact Fika. You may refuse a parcel that is seriously damaged or clearly incorrect and notify us so that we can coordinate a resolution.

If the service does not allow the parcel to be opened before acceptance, you can still report incorrect or defective goods afterwards. Signing for a delivery does not waive your right to report a problem that could only be discovered after opening.

Photographs or an unboxing video can help with an assessment, but a video is not required for us to accept your request. Please report readily apparent delivery issues within 48 hours where possible. This is a recommended reporting period, not a deadline after which you automatically lose your right to make a claim.

9. Delayed, Lost, Damaged or Incomplete Deliveries

Fika is your point of contact for delivery concerns and coordinates with the carrier for shipping services we arrange. You do not have to resolve the entire issue with the delivery provider yourself before receiving our assistance.

• Delayed delivery: we investigate the cause, provide an updated estimate and discuss whether to continue delivery or cancel where appropriate. If the agreed deadline cannot be met, you may request cancellation and resolution of any payment already made, taking the circumstances and your rights under applicable law into account.
• Lost parcels or delivery to the wrong recipient: we open an investigation and keep you informed. If we establish that the order was not delivered correctly, we will agree an appropriate replacement delivery or refund with you.
• Damaged, incorrect or missing items: please retain the outer packaging, product containers and remaining contents where possible. We will review the issue and arrange missing items, replacements or a refund as appropriate.

Where the issue is attributable to Fika, a product defect or delivery arranged by us, we cover the reasonable, necessary costs of putting it right. We do not automatically transfer all risk to you when the parcel is handed to the carrier.

Return, exchange and refund conditions and procedures are set out in our Returns, Exchanges and Refunds Policy. An investigation must not be used to delay a resolution indefinitely or restrict your statutory rights.

10. Address Changes, Cancellations and Unsuccessful Deliveries

Please contact us promptly if you need to change the address or recipient, or cancel your order. Before dispatch, we will check whether the details can be updated. Once the parcel has been handed over, changes depend on its status and the carrier’s ability to act on the request.

If the recipient cannot be reached, the address is incomplete or delivery cannot be completed, Fika will help verify the details and agree on redelivery or return to sender. Any costs you are asked to pay must be justified and clearly explained. We do not automatically impose a penalty or retain the full payment.

For parcels returned to us, we assess the packaging and storage conditions before deciding whether they can be dispatched again. We do not automatically resend products whose quality may have been affected simply because the containers appear intact.

11. Storage After Delivery and Personal Information

After receipt, store the product according to its specific instructions. Avoid leaving it in a hot vehicle, direct sunlight or damp conditions where these are inconsistent with the storage label. Do not assume that all snus and nicotine pouches either require refrigeration or can be stored without it.

If you discover leakage, torn pouches, signs of contamination or other unusual conditions, stop using the affected items and contact Fika for assessment. Keep products out of reach of children and pets.

Recipient information is shared only as necessary to carry out delivery, verify handover and resolve issues in accordance with our Privacy Policy. Fika will not ask for your password, PIN or banking one-time password (OTP) to track an order or process a refund.

12. Contact and Policy Updates

For assistance, use the details on our Contact page or the channel through which your order was confirmed. Please provide your order number, the telephone number used for the order and a description of the issue. Do not post personal information or payment records publicly.

Policy updates will state their effective date and will not be applied retrospectively to reduce rights already established for earlier orders. This policy does not exclude your rights under applicable consumer protection law. Related transaction terms are set out in our Terms of Service.