Question 1

Can I edit the address to my order?

Accepted Answer

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 edit the address, 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 customerservice@twowombats.com as soon as possible!

Question 2

How do I track my order?

Accepted Answer

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.

Question 3

What do I do if I receive the wrong item?

Accepted Answer

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?

Sometimes brand refreshes where they change the name of the product. We try and flag this ahead of time on our site, but aren't always successful :/

Sometimes we make a mistake.

Question 4

Where do I get promo codes/discounts?

Accepted Answer

Check our our refer-a-friend programme. Subscribe to our newsletter, check our homepage, and follow us on social media for the latest deals.

Question 5

What steps are involved in my order from Two Wombats?

Accepted Answer

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

Step 1: Order Created

When you confirm your order on Shopify, 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 needed, this is your chance to fix any issues.

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 3:30 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 is 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 site, 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!

Question 6

Can I edit or add anything to my order?

Accepted Answer

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!

So if you want to update your order, get in touch with customerservice@twowombats.com as soon as possible!

Whenever you make a request to edit the order, 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.

Question 7

How do I get my tracking number?

Accepted Answer

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.

Question 8

What should I do if an item is missing from my order?

Accepted Answer

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?

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.

Question 9

My promo code isn’t working.

Accepted Answer

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

Question 10

What are Nicotine Pouches#?

Accepted Answer

Nicotine Pouches are a new product that is an 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.

Question 11

Where is my order?

Accepted Answer

To check the status of your order, please visit our contact page https://twowombats.com/pages/contact and enter your email address and order number.

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

Question 12

Do you ship worldwide?

Accepted Answer

At present, we only ship to the United Kingdom, France, Germany & Austria.

Question 13

What should I do if the product is much stronger than I expected?

Accepted Answer

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.

Question 14

I forgot to add a promo code but already made a purchase.

Accepted Answer

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

Question 15

Can I cancel my order?

Accepted Answer

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 edit the order, 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 cancel hassle free no questions asked.

Question 16

Why can’t I track my order?

Accepted Answer

Royal Mail and Evri have a tracked 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.

Question 17

What should I do if my order arrived damaged?

Accepted Answer

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.

Question 18

Order is marked delivered but not here.

Accepted Answer

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.

Question 19

What should I do if I'm having a reaction to the product?

Accepted Answer

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

Question 20

What should I do if the product is out of date?

Accepted Answer

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.

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