Everything you need to know about ordering EGP nicotine pouches from PouchGroup — payment, delivery, strengths, safety and returns. Can’t find your answer? Email support@pouchgroup.com.

ORDERS & PAYMENT

Orders, payment and dispatch

What payment methods do you accept?

We accept credit and debit cards through our secure checkout. We do not currently offer PayPal, Afterpay, bank transfer or cash on delivery.

When will my order be dispatched?

Orders paid before 6:00pm Sydney time are dispatched on the next business day. Orders paid after 6:00pm Sydney time are dispatched within 2 business days. We do not dispatch on weekends or public holidays.

Can I change or cancel my order?

Email support@pouchgroup.com with your order number as soon as possible. We can change or cancel an order only before it is dispatched. Once an order is on its way, the delivery address cannot be changed.

Will I receive a tracking number?

Yes. Every order gets a tracking number by email when it is dispatched. If you have not received it, check your spam or junk folder first, then email support@pouchgroup.com.

Is my payment secure?

Checkout runs over an encrypted HTTPS connection and card payments are processed by our payment provider.

SHIPPING & DELIVERY

Shipping and delivery

Where do you ship?

We ship within Australia only, to all states and territories. We do not currently ship to New Zealand or overseas.

How much does shipping cost?

Standard shipping is free on orders over A$150. Orders under A$150 are charged a A$20 flat rate. Express delivery is A$35, which includes a A$15 surcharge on top of the standard rate.

How long does delivery take?

Standard delivery usually takes 3–7 business days and express delivery 1–3 business days, counted from dispatch. Remote and regional addresses can take a little longer.

Is the packaging discreet?

Orders are packed discreetly in plain packaging.

Can I send my order to a different address?

Yes — enter the delivery address at checkout. We can only change it before your order is dispatched; email support@pouchgroup.com straight away if you need to update it.

PRODUCTS & STRENGTHS

Products and strengths

What are EGP nicotine pouches?

EGP pouches are small, tobacco-free nicotine pouches that you place under your lip. They are used without smoke, vapour, ash or spitting.

How many pouches are in a can?

Every can contains 20 pouches.

Which strengths do you sell?

Strengths are 6, 9, 14 and 20 mg per pouch, depending on the flavour:

  • Ice Mint — 6, 9 and 14 mg
  • Spearmint — 6 and 9 mg
  • Ice Watermelon — 6, 9, 14 and 20 mg
  • Grape — 6 and 9 mg
  • Cola Ice — 6 mg
  • Wintergreen — 9 and 14 mg
  • Energy Drink — 9 mg
  • Freeze — 20 mg
Which flavours are available?

Eight flavours: Ice Mint, Spearmint, Ice Watermelon, Grape, Cola Ice, Wintergreen, Energy Drink and Freeze.

Are EGP pouches tobacco-free?

Yes, all EGP pouches are tobacco-free. They do contain nicotine, which is addictive.

How do I use a pouch?

Place one pouch under your upper lip and leave it in place — do not chew or swallow it. Remove it when you are finished and put it in a bin. If you are new to nicotine pouches, start with a lower strength.

How should I store my pouches?

Keep the can closed in a cool, dry place away from direct sunlight, and out of reach of children and pets.

What are the ingredients?

Ingredients differ slightly between flavours, and the full ingredient list is printed on every can. All EGP pouches are tobacco-free and contain nicotine. Check the can before use.

AGE & SAFETY

Age and safety

Do I need to be 18 or over?

Yes. PouchGroup sells nicotine products to adults aged 18 and over only. By placing an order you confirm that you are 18 or older.

Is nicotine addictive?

Yes. Nicotine is highly addictive, and nicotine pouches are not risk-free.

Who should not use nicotine pouches?

They are not for anyone under 18, for non-smokers, or for people who do not already use nicotine. If you are pregnant or breastfeeding, or have heart disease, high blood pressure or another medical condition, speak to a doctor before using them.

What should I do if I feel unwell?

Remove the pouch, rinse your mouth and stop using it. If you feel unwell, or if a child or pet has swallowed a pouch, call the Poisons Information Centre on 13 11 26 (Australia) or seek medical help immediately.

RETURNS & SUPPORT

Returns and support

What is your returns policy?

We do not accept change-of-mind returns. If your order arrives damaged, faulty or incorrect, email support@pouchgroup.com and we will arrange a replacement or refund. Nothing in this policy limits your rights under the Australian Consumer Law.

How do I report a problem with my order?

Email support@pouchgroup.com with your order number and a photo of the item and its packaging. We will sort it out for you.

Do you have a physical store?

No. PouchGroup is an online-only store, shipping from our warehouse in Australia.

How do I contact you?

Email support@pouchgroup.com and we will get back to you.