Nationwide
faq
from nicotine pouches vs patches to how nicotine pouch delivery in the philippines actually works, this is your one-stop answer hub. we’ve gathered the questions filipino customers ask most, covering product basics, ordering, payments, and compliance, so you can shop with clarity and confidence without any guesswork required.
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 accept a variety of secure payment options at checkout, including cash, digital e-wallets, bank transfers, and scan-to-pay via qrph. every method is designed to make your transaction smooth, safe, and hassle-free.
where do you deliver?
we deliver nationwide across the philippines through trusted logistics partners, with delivery timelines varying by location. for metro manila, orders can be delivered same-day through our own riders or via third-party couriers like grab and lalamove.
Where is Smokefree located?
our store is located at 110 rodriguez street, legazpi village, barangay san lorenzo, makati city, open daily from 10:00 am to 6:00 pm. learn more about who we are on our about us page.
where can i shop online?
our official online store is smokefree.ph, where every order is processed securely from checkout to delivery. you can also order through our official social media channels for assisted, one-on-one purchasing support. our shopee and lazada stores are launching soon for even more ways to shop with us.
what are nicotine pouches?
nicotine pouches are small, tobacco-free pouches placed under your lip that release nicotine without smoke, spit, or vapor. they’re a discreet, smokeless alternative for adult nicotine users. browse our full range of brands in the shop.
how and when can i use them?
nicotine pouches can be used anytime throughout the day! simply place one between your gum and upper lip and leave it for as long as you like, then dispose of it responsibly. they’re a convenient option for moments when smoking or vaping isn’t practical or allowed.
do they expire?
yes, like most consumer products, nicotine pouches have a shelf life. for best quality and flavor, check the expiration date printed on the packaging and store pouches in a cool, dry place away from direct sunlight.
are nicotine pouches safe to use?
nicotine pouches are intended strictly for adult nicotine users aged 18 and above. while they eliminate smoke and combustion, they still contain nicotine, which is addictive. they are not recommended for non-smokers, pregnant or breastfeeding individuals, or those sensitive to nicotine.
how do i choose the right product?
with multiple brands, flavors, and strengths available, finding the right fit can feel overwhelming, and that’s exactly what our pouch match quiz and upcoming sensory guide are for. answer a few quick questions, and we’ll help narrow down options that suit your taste and experience level, whether you’re new to syx or a longtime clew fan.
how do i place an order?
ordering is simple; browse our shop, select your products, and check out directly through the website. once confirmed, we’ll keep you updated every step of the way. you can also order by messaging us directly on instagram, facebook, tiktok, whatsapp, or viber, and our team will help you complete your purchase.
can i track my order?
yes. once your order ships, we’ll send tracking details through your preferred contact channel so you can monitor its progress in real time.
do i need an account to order?
no. you can check out as a guest. that said, creating an account makes it easier to track past orders and manage future purchases.
can i modify or cancel my order?
once confirmed, your order is already in motion, but that doesn’t mean changes are impossible. reach out to our support team as soon as possible, and we’ll do our best to accommodate based on your order’s current status.
How do I place an order?
ordering is simple; browse our shop, select your products, and check out directly through the website. once confirmed, we’ll keep you updated every step of the way. you can also order by messaging us directly on instagram, facebook, tiktok, whatsapp, or viber, and our team will help you complete your purchase.
How long does delivery take?
metro manila orders typically arrive same-day or next-day, while nationwide deliveries via lbc follow their standard delivery schedule. delivery times may vary due to weather, courier delays, or incomplete address details.
Can I track my order?
yes. once your order ships, we’ll send tracking details through your preferred contact channel so you can monitor its progress in real time.
Do I need an account to order?
you can check out as a guest. that said, creating an account makes it easier to track past orders and manage future purchases.
Can I modify or cancel my order?
once confirmed, your order is already in motion, but that doesn’t mean changes are impossible. reach out to our support team as soon as possible, and we’ll do our best to accommodate based on your order’s current status.
Are there restrictions on where these products can be used?
yes. nicotine pouches are regulated products, and users should always follow local laws and guidelines on appropriate places for use. use responsibly and be mindful of your surroundings.
Why do I need to declare my age?
age declaration is a legal requirement under republic act no. 11900, ensuring nicotine products are only sold to and used by adults aged 18 and above.
What happens if age declaration fails?
if age verification can’t be completed, you won’t be able to proceed with browsing or purchasing on our site. this is a mandatory compliance measure to keep our products out of the hands of minors.
Can I get a refund for defective products?
yes. if your item arrives defective or incorrect, you may be eligible for a replacement or refund. report the issue within 7 days of delivery for the fastest resolution. full details are on our policies page.
What qualifies for a return or replacement?
items that arrive damaged, defective, or incorrect typically qualify. each case is reviewed individually against our policy guidelines to ensure a fair and consistent process for every customer.
How can I contact support?
if anything feels unclear or you run into an issue, our support team is ready to help. reach out via phone, email, or any of our official social and messaging channels, and we’ll get it sorted.
