faq
most asked
1. what payment methods are accepted?
2. where do you deliver?
3. Where is Smokefree located?
4. Where can I shop online?
product education
1. What are nicotine pouches?
2. How and when can I use them?
3. Do they expire?
4. Are nicotine pouches safe to use?
5. How do I choose the right product?
orders related
1. how do i place an order?
2. can i track my order?
3. do i need an account to order?
4. can i modify or cancel my order?
Ordering & Delivery
1. How do I place an order?
2. How long does delivery take?
3. Can I track my order?
4. Do I need an account to order?
5. Can I modify or cancel my order?
policies and compliance
1. are there restrictions on where these products can be used?
2. Why do I need to declare my age?
3. what happens if age declaration fails?
4. Can I get a refund for defective products?
5. What qualifies for a return or replacement?
6. How can I contact support?
most asked
What payment methods are accepted?
We support secure payment options available at checkout. Currently accepting cash, and digital e-wallets, bank transfers, scan-and-pay methods (QRPH).
All methods are designed to keep your transaction smooth, safe, and straightforward.
where do you deliver?
We deliver nationwide within the Philippines through our logistics partners. Availability and timelines may vary depending on your location.
Metro-Manila deliveries are available through our own riders (same-day) or through any TNCs (i.e. grab or lalamove)
Where is Smokefree located?
Smokefree operates from 
110 Rodriguez Street, Legazpi Village, Barangay San Lorenzo, Makati City
Our physical store is open daily from 10:00 AM to 6:00 PM.
where can i shop online?
Our primary online store is smokefree.ph, where all orders are securely processed.
Customers may also order through our official support channels for assisted purchasing.
Our official Shopee and Lazada stores will be launching soon to give customers even more ways to shop with us.
what are nicotine pouches?
how and when can i use them?
do they expire?
are nicotine pouches safe to use?
how do i choose the right product?
You don’t have to figure it out alone. Our pouch match quiz and sensory guide (coming soon) are designed to guide you toward options that match your preferences.
how do i place an order?
Easy. Browse through our store, choose your products, and check out through Smokefree. Once your order is confirmed, we take it from there and keep you updated every step of the way.
We also have an option to order through social media.
If you message us on Instagram, Facebook, or TikTok, our team can assist you directly and help place your order for you. Think of it as having someone guide you through it instead of doing it alone.
: 
: 
: 
: Also through messaging platforms:
: 
: viber://chat?number=%2B639981833880
Whether you order through chat or the website, everything is processed securely and handled through our official system so your order stays tracked and supported from start to finish.
can i track my order?
Yes. Once your order ships, tracking details are provided to you via our customer service in your preferred contact channels so you can monitor its status anytime.
do i need an account to order?
No, but having an account makes tracking and managing your orders easier. Either way, the checkout process stays simple.
can i modify or cancel my order?
Once an order is confirmed, it’s already in motion but that doesn’t mean we can’t make changes for you. If you need help, reach out quickly via any of our contact platforms and we’ll check what’s still possible based on order status.
How do I place an order?
Easy. Browse through our store, choose your products, and check out through Smokefree. Once your order is confirmed, we take it from there and keep you updated every step of the way.
We also have an option to order through social media.
If you message us on Instagram, Facebook, or TikTok, our team can assist you directly and help place your order for you. Think of it as having someone guide you through it instead of doing it alone.
Also through messaging platforms:
: viber://chat?number=%2B639981833880
Whether you order through chat or the website, everything is processed securely and handled through our official system so your order stays tracked and supported from start to finish.
How long does delivery take?
For delivery lead times specifically LBC, you can check their timetable through their matrix
Can I track my order?
Yes. Once your order ships, tracking details are provided to you via our customer service in your preferred contact channels so you can monitor its status anytime.
Do I need an account to order?
No, but having an account makes tracking and managing your orders easier. Either way, the checkout process stays simple.
Can I modify or cancel my order?
Once an order is confirmed, it’s already in motion but that doesn’t mean we can’t make changes for you. If you need help, reach out quickly via any of our contact platforms and we’ll check what’s still possible based on order status.
Are there restrictions on where these products can be used?
Yes. These products are regulated and must be used responsibly and in accordance with local laws and restrictions. We always encourage users to be mindful of appropriate environments and legal guidelines.
Why do I need to declare my age?
Because we comply with strict legal requirements under Republic Act No. 11900. Age declaration ensures these products are only accessed by adults, as required by law.
What happens if age declaration fails?
If declaration cannot be completed, you may not be able to proceed to the website. This is part of mandatory compliance and helps ensure responsible access.
Can I get a refund for defective products?
We get it, sometimes things don’t arrive the way they should.
If your product is defective or incorrect, you may be eligible for a refund or replacement in line with our policies. Check the full details here: Smokefree Refund Policy
What qualifies for a return or replacement?
Items that arrive damaged, defective, or incorrect may qualify.
Each case is reviewed based on our policy guidelines to make sure everything is fair and consistent.
How can I contact support?
If something feels unclear, stuck, or just off, our support team is here. Reach out through our official channels and we’ll help sort it out.
