Fast & Safe Delivery
Across Indonesia

Orders are processed Monday–Saturday. Dispatch rules:

• Same-day dispatch: Orders paid before 12:00 WIB are dispatched same day
• Next business day: Orders placed after 12:00 WIB or on Sundays & public holidays ship the next business day
• Confirmation email: You will receive a confirmation email with a tracking number once your order is handed to the courier

We ship across all of Indonesia from our Jakarta warehouse via JNE, J&T, SiCepat, and Gojek Instant. Estimated delivery times:

• Jabodetabek: 1–2 business days
• Java & Bali: 2–4 business days
• Outside Java: 3–7 business days

Free shipping on orders above Rp 1,000,000. Shipping costs below that threshold are calculated at checkout based on destination and parcel weight.

PouchLab currently supports international shipping via DHL and UPS.

• Shipping costs vary by destination and are shown at checkout
• Estimated delivery: 5–14 business days
• International orders may be subject to import duties, taxes, and customs fees charged by the destination country
• Recipient's responsibility: These charges are the sole responsibility of the recipient
• PouchLab is not liable for delays caused by customs authorities

Once your order ships, a tracking number will be sent to your registered email.

• Use the tracking number on the courier's website to monitor delivery status
• If you haven't received a tracking number within 24 hours of expected dispatch, contact us at support@pouchlab.id
• Account dashboard: You can also track orders through your Account > My Orders page

All nicotine pouches are stored in a temperature-controlled environment and shipped in appropriate packaging.

• Sealed & fresh: All products are dispatched sealed and fresh
• If you receive a damaged can or a product that appears outside its freshness window, contact us immediately with photos
• Free replacement: We will arrange a free replacement for items damaged in transit

If delivery fails due to an incorrect address or no one available to receive:

• The courier may attempt re-delivery or hold the parcel at a pickup point
• If the parcel is returned to us, we will contact you to arrange re-dispatch
• Additional shipping costs may apply for re-dispatch
• Please ensure your shipping address is complete and accurate at checkout

PouchLab reserves the right to update this Shipping Policy at any time.

• Changes take effect immediately upon publication on this page
• We recommend checking this page periodically
• Continued use of our services after changes constitutes acceptance of the updated policy

For shipping-related questions:

• Email: support@pouchlab.id
• WhatsApp: +62 812-XXXX-XXXX
• Hours: Monday–Saturday, 09:00–18:00 WIB

We aim to respond within 1 business day to all enquiries.