Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
If you need to cancel or edit your order, please contact us immediately via email or Live Chat. Orders can only be cancelled or updated before they are dispatched. Once your order has been dispatched, it is final and no further changes can be made.
How can I track my order?
How can I track my order?
You can easily track your order through the Australia Post website. Once your order has been shipped, you’ll receive a tracking number that you can enter on auspost.com.au to follow your delivery.
What if there is a problem with my order?
What if there is a problem with my order?
If you experience any issues with your order, please reach out to us straight away via Live Chat or by contacting us through our support page. Our team will work quickly to resolve the problem.
I didn't receive all off my order?
I didn't receive all off my order?
If your order arrives incomplete, please get in touch with us via Live Chat or through our contact page. We’ll resend the missing items or provide you with store credit, depending on what works best for you.
Returns & Exchange
What is your returns policy?
What is your returns policy?
At Pouchmax, we do not accept returns or issue refunds due to a change of mind once an order has been dispatched. If you wish to cancel or amend your order, please contact us immediately after purchase—if your order hasn’t been dispatched yet, we may be able to cancel it or make changes.
We do accept returns if there is an error with your order (such as receiving incorrect, expired, damaged, or not-as-described items). In these cases, we’ll either resend the correct items or provide you with a prepaid return label to send the incorrect items back at no cost to you.
How do I initiate a return?
How do I initiate a return?
If you believe there is a problem with your order, please contact our customer support team within 48 hours of receiving your package. You can reach us via Live Chat on our website or by emailing support@pouchmax.com. Please include your order number and photos of the items received so we can quickly verify the issue and resolve it for you.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
We don’t offer exchanges for change-of-mind purchases. However, if you’ve received incorrect, expired, or damaged items, we will send out the correct replacements as soon as possible. Depending on the situation, we may ask you to return the incorrect items using a prepaid shipping label we provide.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we’ve received your return (if required) and confirmed the issue, we’ll promptly send out the correct replacement items. Most resolutions are processed within a few business days of receiving your request. If store credit or a discount code is offered, this will usually be issued within 1–2 business days after the resolution is confirmed.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
For domestic orders within Australia, Standard Shipping usually takes 4–5 business days, while Express Shipping arrives in 2–4 business days once dispatched. For New Zealand orders, Standard Shipping takes 4–7 business days and Express Shipping takes 3–5 business days.
Orders placed before 2:00 PM AEST on business days are dispatched the same day. Orders placed after this time, on weekends, or on public holidays are dispatched the following business day. Please note that delivery estimates are guides only and may vary due to courier delays, weather, or other factors outside of our control.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes. We offer Express Shipping for both Australia and New Zealand. In Australia, Express takes 2–4 business days at a flat rate of $14.95 AUD (free for orders over $120 AUD). In New Zealand, Express takes 3–5 business days at $24.75 NZD. Standard shipping is also available, with free Standard Shipping on orders over $49 AUD.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If you need to update your shipping address, please contact us immediately via Live Chat or at support@pouchmax.com. If your order hasn’t been dispatched yet, we may be able to update your details. Once an order has been dispatched, we are unable to make changes, and Pouchmax is not responsible for parcels delayed or misdelivered due to incorrect address information. If a parcel is returned to us because of an address error, we can arrange redelivery, though an additional shipping fee may apply.
Caffeine Pouches
Are caffeine pouches safe?
Are caffeine pouches safe?
Yes. Caffeine pouches deliver caffeine in the same way as coffee or energy drinks, just without the sugar, calories, or liquid. They’re designed to be a convenient, discreet, and controlled way to get your boost.
How do caffeine pouches work?
How do caffeine pouches work?
Simply place a pouch between your gum and lip. The caffeine absorbs directly through the lining of your mouth, giving you a smooth and fast energy lift without the jitters or crash you’d get from sugary drinks.
Why choose caffeine pouches over coffee or energy drinks?
Why choose caffeine pouches over coffee or energy drinks?
Caffeine pouches are portable, discreet, and mess-free. No lines at the café, no lugging energy cans around, and no bathroom trips from drinking too much liquid. Just clean, fast energy whenever and wherever you need it.
Do caffeine pouches taste good?
Do caffeine pouches taste good?
Absolutely. They come in a variety of refreshing flavours — from minty cool to fruity blends — so you can enjoy your caffeine boost without bitter coffee breath or sugary aftertaste.
How many caffeine pouches should I use in a day?
How many caffeine pouches should I use in a day?
It depends on your tolerance. Most people enjoy 1–3 pouches per day for steady energy. Each pouch has a clearly labelled strength, so you’re always in control of your intake.
Do caffeine pouches cause gum recession?
Do caffeine pouches cause gum recession?
No. Caffeine pouches are safe for your gums when used as directed. Gum recession is more commonly linked with snus and other tobacco-based products, which contain different ingredients and irritants. Caffeine pouches, by contrast, are free from tobacco and are designed to be gentle and comfortable to use.