FAQs

Our orders are fulfilled on a rolling basis. That means when we get your order, we try and pack and ship it to you as fast as we can. 

There is a cut-off time. 

For orders with the delivery address of the UK, the cut-off time is 4pm (GMT). For all orders with delivery addresses outside of the UK (France, Germany, Austria, Ireland, etc.), the cut-off time is 1pm (CET).

The UK processes orders Monday-Sunday. The EU only processes Monday-Friday. That means an order after 1pm CET on Friday is available to be edited until 0700am on Monday.

Whenever you make a request to edit the address, if it hasn't been fulfilled yet we will try and automatically pause fulfillment for your order to give time to resolve the issue.

So if you want to update your order, get in touch with [email protected] as soon as possible!

Our orders are fulfilled on a rolling basis. That means when we get your order, we try and pack and ship it to you as fast as we can. 

There is a cut-off time. 

For orders with the delivery address of the UK, the cut-off time is 4pm (GMT). For all orders with delivery addresses outside of the UK (France, Germany, Austria, Ireland, etc.), the cut-off time is 1pm (CET).

The UK processes orders Monday-Sunday. The EU only processes Monday-Friday. That means an order after 1pm CET on Friday is available to be edited until 7am on Monday.

So if you want to update your order, get in touch with [email protected] as soon as possible! 

Whenever you make a request to edit the order, if it hasn't been fulfilled yet we will try and automatically pause fulfillment for your order to give time to resolve the issue.

If we haven't shipped your order, you can change anything hassle free no questions asked.

To check the status of your order, please visit the account portal. You can log in to your account portal with the email address you used during checkout to view your past orders and tracking details at https://twowombats.com/pages/accounts-portal

We update our tracking information as soon as it is available.

Our orders are fulfilled on a rolling basis. That means when we get your order, we try and pack and ship it to you as fast as we can. 

However, there is a window after you make an order where we can update this. This window gets smaller between 2pm-4pm as that's near when the delivery van comes! 

Whenever you make a request to cancel an order, if it hasn't been fulfilled yet we will try and automatically pause fulfillment for your order to give time to resolve the issue, but due to our packing approach it may not be possible.

If we haven't shipped your order, you can cancel hassle free no questions asked, just reach out to [email protected] and we will do our best to resolve things quickly.

Once your order has shipped, we'll send you a confirmation email with a tracking link. If you didn't get it, you can go to our contact page and use the webform to find out about it.

You can also log in to your account portal with the email address you used during checkout to view your past orders and tracking details at https://twowombats.com/pages/accounts-portal

Your tracking number will be emailed to you when your order ships. 

If you didn't get it, you can go to our contact page and use the webform to find out about it.

You can also log in to your account portal with the email address you used during checkout to view your past orders and tracking details at https://twowombats.com/pages/accounts-portal

At present, we only ship to the United Kingdom, Germany & Austria. We no longer ship to France due to the new ban on nicotine pouches enacted on April 1st.

Our couriers have a tracking process whereby they scan the parcel when they receive it in their depot. 

This actually often happens hours after they pick it up from us in their van. 

Unfortunately, their scan success rate is only about 80%. 

That means that a huge amount of orders actually don't get scanned along their journey, but most of them still make it within their window. 

Even when the tracking link or status is delayed in getting updated, the parcel is usually still physically moving as normal through the carrier's delivery network and on a normal delivery timeline.

Check around the delivery location and with neighbors. Please check the tracking link, as often they will have a photo of where they left the parcel. If the order is still missing, contact customer support.

If something is missing from your order, please contact customer support immediately and they will resolve any issues.

Why does this happen?

Sometimes we make a mistake, we apologise.

Sometimes the package is split into two parcels.

If an item (sometimes called containers, cans or tubs) is missing, please let us know.

If something is wrong with your order, please contact customer support immediately. To speed up the process, please do share photographs of the items if possible.

Why does this happen?

There are two ways brands refer to strength, one is nicotine per mg and the other is nicotine per pouch. We have chosen to try standardise strength across all products on Two Wombats meaning we use the Strength per pouch measurement to allow our customers know which strengths they should buy on all products across all brands. The challenge is that different brands describe strength in different ways.

Some Brands (TACJA, 77, XQS and others) have their Strength per mg on their cans and that is what causes confusion. If you are used to a strength of say 10mg per pouch then the can with 20mg on the front is the correct. A pouch weighs 0.5g, therefore it's 20mg/0.5,so it is 10mg per pouch.

We are sorry about this! Email a photo of the damaged item to customer service as soon as you can. We will assist with a return or exchange.

Stop using the product and consult a healthcare professional. Contact customer support to report the issue and request a return or exchange.

We apologise that this has happened. Please send us a photograph of the product with the barcode and expiry dates and we will quickly process a refund.

The Two Wombats loyalty programme rewards customers with free cans based on their order history. Log in with your email address to take advantage of earned free cans.

• Ongoing Rewards: Members receive one free can with every order placed.

• Bonus Milestones: An additional bonus can is added on every third order (e.g., 3rd, 6th, 9th, etc.).

• Refer-a-Friend: If you refer a friend, you both receive 3 free cans on their first order and another 1 free can each after their third order.

• Redemption: Free cans must be selected from a specific "Free Cans" tab at checkout and require at least one regular item in the cart to be processed.

Ensure correct input, check for specific conditions (like minimum spend), and check the expiry date. Contact support if issues persist.

Contact customer service as soon as possible to apply the promo code, depending on the status of your order.

There is a 5 step process whenever you order with Two Wombats.

Step 1: Order Created

When you confirm your order on our website, you'll receive a confirmation email from us immediately, including your order number and details. Please double-check the address and items as soon as possible to ensure everything is correct. If you see any issues, reach out to us immediately. We can only make changes to orders before they are fulfilled.

Step 2: Order Released for Fulfillment

There is a delay between Step 1 and Step 2 to accommodate various business processes. We allow time for customers to make changes or updates to their order before the fulfillment cut-off time at 4 PM. Occasionally, we may hold an order if we're concerned about fulfillment accuracy, such as for unusually large orders or when an address has been changed.

Step 3: Order Fulfillment

Once the order reaches this stage, our team gets to work picking and packing your items. At this point, changes to the order are no longer possible. Delivery vans arrive between 6-9 PM daily. Once your parcel is loaded onto the truck, you’ll receive an email with a fulfillment confirmation and a tracking code, allowing you to follow the parcel's journey.

Step 4: Delivery Process

At this stage, the order has been handed over to the carrier (Royal Mail, Evri, DPD, FedEx, etc.), and we no longer have direct control. 

Most of the time tracking works, and we'll send you major updates if we get them. You can get even more details by going to their site directly.

It can be really helpful to provide additional delivery instructions on the carrier's website, especially for flats, apartments, or shared entryways, to improve delivery success.

Step 5: Parcel Arrives

When everything goes smoothly, your parcel will arrive, and you can start enjoying your products just like the Wombats do!

Nicotine Pouches are a new product that is an tobacco-free innovation in nicotine usage.

Nicotine Pouches come in containers (sometimes called containers, cans or tubs). Inside each contain is a number of pouches, different by each brand. 

Nicotine Pouches are not typical tobacco, snus, vapes, or anything like that. Wikipedia link for more information.

What goes into it? Water, Plant-Based Materials, Flavors, Sweeteners, and Nicotine.

What's not in it? No Tobacco, No Smoke, No Vapes, No Odour.