Shipping Policy

Our Commitment
We aim to deliver your caffeine pouches promptly and securely from our base in Hawke’s Bay, New Zealand. This Shipping Policy outlines our terms, processes, and your responsibilities as a customer. Please review it carefully before placing an order.

1. Order Processing

  • Orders are processed within 2-3 business days after payment confirmation, subject to stock availability.
  • We do not process or ship orders on Fridays, weekends, public holidays, or outside regular business hours (Monday–Thursday, 7 AM–5 PM NZST).
  • You’ll receive an order confirmation email, but this does not guarantee stock or delivery. If an item is out of stock, we’ll notify you within 5 business days and may offer a replacement or refund at our discretion.

2. Shipping Destinations

  • We currently ship globally.
  • Deliveries are made to physical addresses only—no P.O. boxes or rural delivery points unless explicitly agreed upon at checkout.
  • It’s your responsibility to provide a complete and accurate delivery address. We are not liable for delays or non-delivery due to incorrect address details.

3. Shipping Costs

  • Shipping fees are calculated at checkout based on your order’s weight, size, and delivery location.
  • Fees are non-refundable unless we fail to deliver due to our error (e.g., incorrect item shipped).
  • Free shipping promotions may apply at our discretion, subject to minimum order values or other conditions displayed at checkout.

4. Delivery Timeframes

  • Estimated delivery within New Zealand is 2-4 business days after dispatch, depending on your location and courier service.
  • These are estimates only, not guarantees. Delays due to courier issues, weather, or other factors beyond our control are not our responsibility.
  • You’ll receive a tracking number (if available) once your order ships. It’s your responsibility to monitor delivery progress.

5. Delivery Issues

  • If the issue is due to your error (e.g., wrong address provided) or courier delays, we are not liable, and no replacement or refund will be offered.
  • We are not responsible for orders left unattended at your address (“authority to leave” deliveries). Check your tracking details to ensure someone is available to receive the package.

6. Customs and Compliance

  • You are responsible for ensuring your order complies with local laws at your delivery address (e.g., age restrictions or import rules for international orders, if we expand shipping later).
  • We are not liable for orders seized or delayed due to non-compliance with local regulations.

7. Unclaimed or Refused Orders

  • If you refuse delivery or fail to collect your order from a courier facility within their specified timeframe, the order will be returned to us.
  • We may, at our discretion, offer to reship the order, but you’ll be charged additional shipping fees. Alternatively, we may refund you, minus original shipping costs and any return shipping fees we incur.
  • Unclaimed orders held for more than 30 days after return may be forfeited with no refund.

8. Contact Us
For shipping inquiries, email us at hello@pouch.co.nz We’ll respond within 3 business days.

Questions and Answers

Q: How long will it take to get my caffeine pouches?
A: We process orders in 2-3 business days, and delivery within New Zealand typically takes 3-7 business days after dispatch. These are estimates, not guarantees. Delays due to couriers or other issues aren’t our responsibility.

Q: What happens if I enter the wrong address?
A: If your order is undeliverable due to an incorrect address you provided, we’re not liable. We won’t refund or reship unless you cover additional shipping costs. Double-check your details at checkout.

Q: Can I get a refund if my order is delayed?
A: No. Delivery estimates aren’t guarantees, and delays (e.g., courier issues or weather) don’t entitle you to a refund. We’ll work with the courier to resolve issues, but our obligation ends once the order is dispatched.

Q: What if my package never arrives?
A: Notify us within 7 days of the estimated delivery date. If it’s our error (e.g., we used the wrong address), we’ll replace or refund you. If it’s a courier issue, we’ll file a claim, but we’re not liable for lost packages beyond our control.

Q: Do you offer free shipping?
A: Only if we run a promotion, like a minimum order value deal. Check our website at checkout for any offers. Otherwise, you pay the shipping fee shown.

Q: Can I change my shipping address after ordering?
A: If your order hasn’t been dispatched, we might be able to update it—contact us immediately. Once dispatched, we can’t change the address, and you’re responsible for any issues if it’s undeliverable.

Q: What if I’m not home when my order is delivered?
A: If no one’s there, the courier may leave it in a safe place (“authority to leave”) or take it to a collection point. We’re not responsible for theft or damage to unattended packages. Track your order to stay updated.

 

Energy & Caffeine Pouches

New to Caffeine and Energy Pouches? Start here

1. What are energy / caffeine pouches?

Energy or caffeine pouches are small, discreet pouches placed under the lip, designed to deliver a quick boost of energy through natural caffeine (and sometimes added vitamins, minerals, or nootropics). They are tobacco-free, smoke-free, and spit-free alternatives to energy drinks or coffee.

2. How do they work?

The pouch releases caffeine and other active ingredients through the oral mucosa (the lining of the mouth). This allows for faster absorption compared to drinking coffee or energy drinks, with effects usually felt within 5–10 minutes.

3. What ingredients are used?

Most energy pouches contain:

• Caffeine (usually 50mg–150mg per pouch, depending on brand)

• Plant fibers (to hold the pouch together)

• Natural and artificial flavors

• Sweeteners (sugar-free)

• Sometimes functional additives like B-vitamins, taurine, or L-theanine

(Always check the packaging for exact ingredients.)

5. How do I use them?

1. Place one pouch under your upper lip.

2. Leave it there for 20–40 minutes.

3. Remove and dispose of it after use.

No chewing, no spitting, no swallowing needed.

6. Are they safe?

When consumed responsibly, energy pouches are considered a safe alternative to high-sugar energy drinks. However:

• Do not exceed the recommended daily limit (usually 4–6 pouches per day, depending on strength).

• Not suitable for children, pregnant or breastfeeding women, or individuals sensitive to caffeine.

7. How do they compare to coffee or energy drinks?

• Faster absorption (direct through mouth lining vs. digestion).

• No sugar / no calories (unlike most energy drinks).

• Convenient & discreet (can be used anytime, anywhere).

• Controlled dosage (you know exactly how much caffeine per pouch).

8. Do they contain nicotine or tobacco?

No. Energy / caffeine pouches are 100% tobacco-free and nicotine-free. They are purely for energy and focus.

9. Are they legal?

Yes, in most countries energy pouches are regulated as food or dietary supplements (depending on formulation and caffeine levels). Always check local regulations before purchase.

10. How should I store them?

Keep pouches in a cool, dry place. Reseal the can after opening. Avoid exposing to direct sunlight or heat.

11. Can I combine them with coffee or energy drinks?

It’s possible, but not recommended to exceed 400mg of caffeine per day (the generally accepted safe limit for healthy adults). Combining multiple caffeine sources may lead to jitters, anxiety, or sleep issues.