FAQs
Order Changes
Can I edit the address to my order?
Can I edit the address to my order?
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.
Ireland Fulfillment Cut-Off:
Packing & Delivery runs Monday to Friday until 12:30
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!
Can I edit or add anything to my order?
Can I edit or add anything to my order?
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.
Ireland's Best Reviewed Nicotine Pouch Site Fulfillment Cut-Off:
Packing & Delivery runs Monday to Friday until 12:30
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.
Where is my order?
Where is my order?
To check the status of your order, please check your Accounts page and enter your login.
We update our tracking information as soon as it is available.
Can I cancel my order?
Can I cancel my order?
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. Ireland's Best Reviewed Nicotine Pouch Site Fulfillment Cut-Off:
Packing & Delivery runs Monday to Friday until 12:30
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.
Shipping & Tracking
How do I track my order?
How do I track my order?
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.
How do I get my tracking number?
How do I get my tracking number?
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.
Do you ship worldwide?
Do you ship worldwide?
At present, we only ship to the United Kingdom, France, Germany & Austria.
Why can’t I track my order?
Why can’t I track my order?
Our couriers 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.
Order is marked delivered but not here.
Order is marked delivered but not here.
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.
Delivered Orders Issues
What do I do if I receive the wrong item?
What do I do if I receive the wrong item?
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.
What should I do if an item is missing from my order?
What should I do if an item is missing from my order?
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.
What should I do if the product is much stronger than I expected?
What should I do if the product is much stronger than I expected?
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.
What should I do if my order arrived damaged?
What should I do if my order arrived damaged?
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.
What should I do if I'm having a reaction to the product?
What should I do if I'm having a reaction to the product?
Stop using the product and consult a healthcare professional. Contact customer support to report the issue and request a return or exchange.
What should I do if the product is out of date?
What should I do if the product is out of date?
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.
Loyalty & Promos
Where do I get promo codes/discounts?
Where do I get promo codes/discounts?
Check our our refer-a-friend programme. Subscribe to our newsletter, check our homepage, and follow us on social media for the latest deals.
My promo code isn’t working.
My promo code isn’t working.
Ensure correct input, check for specific conditions (like minimum spend), and check the expiry date. Contact support if issues persist.
I forgot to add a promo code but already made a purchase.
I forgot to add a promo code but already made a purchase.
Contact customer service as soon as possible to apply the promo code, depending on the status of your order.
Other
What steps are involved in my order from Two Wombats?
What steps are involved in my order from Two Wombats?
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!
What are Nicotine Pouches?
What are Nicotine Pouches?
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.