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FAQ

Find answers to common questions about our products, shipping, returns, and more. Explore our comprehensive FAQ page to get quick help and support for all your needs.

1. General Information

Can businesses in Portugal purchase pouches from us?

Yes, currently we only offer our product to B2B clients in Portugal. If you don't have an wholesale account, please fill the form found here.

What are nicotine pouches?

Nicotine pouches are tobacco-free products that provide nicotine without the need for smoking or chewing. They are available in various flavors and strengths.

How do nicotine pouches work?

Place the pouch between your gum and lip. Nicotine is absorbed through the gum, delivering a steady release of nicotine.

What is the shelf life of the nicotine pouches?

The shelf life of our nicotine pouches is typically around 12 to 24 months from the date of manufacture, depending on the specific product and its ingredients. To ensure the best experience, we recommend storing the pouches in a cool, dry place and using them before the expiration date indicated on the packaging. This helps maintain their freshness, flavor, and effectiveness.

How often do you restock your products?

We regularly restock our inventory to ensure availability. If you need information on specific product availability or restocking schedules, please contact our customer support team at help@fenrir.pt.

How do you handle out-of-stock items?

If an item is out of stock, we will notify you as soon as possible. We can also provide information on expected restock dates and offer alternatives if needed.

Are there any special promotions or discounts available for new B2B partners?

We occasionally offer promotions and discounts for new B2B partners. Reach out to us to find out if there are any current offers available.

Do you provide product training or marketing support for B2B clients?

We offer product training and marketing support to help you effectively sell and promote our nicotine pouches. Contact us to learn more about the resources available to our B2B partners.

2. B2B Sales and Ordering

What payment methods are accepted for B2B orders?

We accept various payment methods including:

  • Credit/Debit Card
  • GooglePay
  • Multibanco
  • Bank Transfer
  • MBWay

    More information about each payment method can be found here.

What shipping options do you offer?

Shipping options are available across Portugal, with delivery times depending on the location.

What are the minimum order quantities for B2B purchases?

For B2B orders, our products are sold in multiples of 10 units, with a minimum order quantity of 1 roll (10 units). As a wholesaler, we do not sell individual units. Please contact us for further details on availability and any specific order requirements.

How can I set up a wholesale account with your company?

To set up a wholesale account, please reach out to us through our B2B inquiry form or email us directly. We will guide you through the process and provide you with all the necessary information.

What are your shipping policies for international B2B orders?

At this time, we only offer shipping within Portugal.

Are there discounts for bulk purchases?

Yes, we are currently offering a special introductory promotion as we launch our products in Portugal. To support our B2B clients, we provide bulk purchase discounts.

How can I track my B2B order?

Once your order is processed and shipped, you will receive a tracking number via email. You can use this number to monitor the status of your delivery.

3. Returns and Policies

What is your return policy for B2B orders?

We accept returns within 14 days of receipt of the product. To qualify for a return, the following conditions must be met:

  • The product must be unopened, unused, and in its original packaging.
  • You must provide proof of purchase (e.g., order confirmation or receipt).
  • Return shipping costs are the responsibility of the customer unless the product was defective or not as described.

Once we receive and inspect the returned product, we will process your refund within 7 business days. The refund will include the cost of the product and any standard shipping fees paid at the time of purchase.

Please note that we cannot accept returns for opened or used products due to health and safety regulations.

What happens if my shipment is delayed?

In the event of a shipment delay, we will notify you immediately and provide updates on the expected delivery time. Please contact customer service if you have any concerns.

Are there any special conditions for returns on bulk purchases?

Please contact our customer service for more detailed information.

4. Customer Support and Contact

How can I contact customer support for B2B inquiries?

For B2B inquiries, please use our contact form or email us directly at help@fenrir.pt. Our team will assist you with any questions or requests.

Can I request a dedicated account manager for my B2B account?

Yes, we offer dedicated account managers for our larger B2B clients. If you require personalized support or have specific needs, please contact us to discuss assigning a dedicated account manager to your account.

What are your customer support hours?

Our customer support team is available Monday to Friday, from 9:00 to 18:00. We strive to respond to all inquiries within 24 hours during business days.

How can I provide feedback or make a complaint?

We value your feedback and are committed to improving our service. If you would like to provide feedback or make a complaint, please email us at help@fenrir.pt, and we will address your concerns promptly.