FAQs

Frequently Asked Questions (FAQ)

1. What are KEKO Nicotine Pouches?

KEKO Nicotine Pouches are tobacco-free nicotine pouches designed exclusively for adult nicotine consumers. They are placed discreetly under the upper lip, providing a convenient nicotine experience without smoke, vapor, or tobacco leaf.

2. Who can purchase KEKO products?

KEKO products are intended only for adults who have reached the legal age to purchase nicotine products in their country or region.

We reserve the right to verify your age before processing or shipping any order.

3. Where do you ship?

KEKO ships to many countries where nicotine pouch products may legally be imported.

Shipping availability depends on local regulations. Some destinations may be restricted due to customs or local laws.

Please review your local regulations before placing an order.

4. How long does shipping take?

Orders are typically processed within 1–2 business days.

Estimated delivery times are:

  • United States: 7–15 Business Days

  • Canada: 7–15 Business Days

  • United Kingdom: 5–10 Business Days

  • European Union: 5–12 Business Days

  • Other international destinations: 7–20 Business Days

Delivery times are estimates and may vary due to customs processing or carrier delays.

5. Will I receive a tracking number?

Yes.

Once your order has been shipped, you'll receive a confirmation email with tracking information (where available).

Please allow up to 48 hours for the tracking information to become active.

6. Is your packaging discreet?

Absolutely.

All KEKO orders are shipped in plain, discreet packaging without product names or nicotine-related branding visible on the outside.

Your privacy is important to us.

7. What payment methods do you accept?

We accept a variety of secure payment methods, which may include:

  • Visa

  • Mastercard

  • American Express

  • Apple Pay

  • Google Pay

  • Shop Pay

  • Other secure payment methods available during checkout

Available payment options may vary depending on your country.

8. Can I cancel or change my order?

Yes—but only before your order has entered processing or shipment.

Once an order has been packed or shipped, we are unable to modify:

  • Shipping address

  • Product selection

  • Quantity

  • Shipping method

If you need assistance, please contact Customer Support as soon as possible.

9. Can I return my order?

Due to the nature of nicotine pouch products, opened or used products cannot be returned for hygiene and safety reasons.

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery, and we will work with you to resolve the issue.

10. What happens if customs delays my package?

International shipments may be inspected by customs authorities.

Customs processing times are outside KEKO's control and may result in delivery delays.

Customers are responsible for ensuring that nicotine pouch products may legally be imported into their destination country.

11. Do your products contain tobacco?

KEKO nicotine pouches are tobacco-free.

They contain nicotine along with carefully selected ingredients that contribute to flavor, texture, and product performance.

Please refer to individual product pages for ingredient information.

12. How should I store my nicotine pouches?

For the best experience, store your products:

  • In a cool, dry place

  • Away from direct sunlight

  • Away from excessive heat or moisture

  • Out of reach of children and pets

Always keep the container securely closed when not in use.

13. Are KEKO products safe?

Nicotine is an addictive substance.

KEKO products are intended only for adult nicotine consumers and should not be used by:

  • Individuals below the legal purchasing age

  • Pregnant or breastfeeding individuals

  • Anyone advised by a healthcare professional to avoid nicotine

Please use our products responsibly and follow all applicable laws.

14. Do I need to create an account to place an order?

No.

You may complete your purchase as a guest, or you can create an account to:

  • Track your orders

  • View your order history

  • Save your shipping information

  • Speed up future purchases

15. What should I do if my tracking hasn't updated?

Tracking information may take 24–48 hours to appear after shipment.

If your tracking has not updated after several business days, please contact our Customer Support team, and we'll be happy to assist you.

16. What if my package is lost or arrives damaged?

If your order is lost in transit or arrives damaged, please contact us as soon as possible.

Include:

  • Your order number

  • Photos of the package (if damaged)

  • A brief description of the issue

Our support team will investigate the matter and work toward an appropriate resolution.

17. Why was my order canceled?

Orders may be canceled for several reasons, including:

  • Age verification could not be completed

  • Payment authorization failed

  • Incorrect or incomplete shipping information

  • Suspected fraudulent activity

  • Shipping restrictions in your destination

If your order is canceled, you may contact Customer Support for additional assistance.

18. How can I contact KEKO?

If you have any questions before or after placing your order, our Customer Support team is here to help.

Please visit our Contact Us page or email us using the contact information provided on our website.

We aim to respond to all inquiries as quickly as possible during normal business hours.