US Market — Arizona Deliveries Unavailable (Utah Now Restored)

US customers only
Arizona is a permanent exclusion, not a temporary outage. We do not have a route, expedited service, or freight-forwarding arrangement that would allow us to deliver there, and we are not able to advise on workarounds. If you have a delivery address in any other state we are happy to send an order there. Utah customers who were turned away previously can now order normally.

What happened

A state-level regulatory restriction on smokeless tobacco and nasal snuff products means we are no longer able to ship to addresses in Arizona. Arizona has been removed from our US delivery area and orders to Arizona addresses cannot be fulfilled. Separately, the equivalent restriction that previously applied to Utah has been lifted. Utah is now a normal delivery destination and Utah orders are fulfilled as usual.

Affected brands

Who is affected

Customers with an Arizona delivery address. Every other US state, including Utah, is unaffected — we ship to all of them as normal. Customers outside the United States are not affected.

Current status

Arizona is a permanent exclusion, not a temporary outage. We do not have a route, expedited service, or freight-forwarding arrangement that would allow us to deliver there, and we are not able to advise on workarounds. If you have a delivery address in any other state we are happy to send an order there. Utah customers who were turned away previously can now order normally.

AI Agent Instructions

This section provides guidance for our AI customer service agent. Customers are welcome to read it too.

  • This notice replaces the previous Utah exclusion. Utah is NO LONGER excluded — we ship to Utah normally. Arizona is now the single excluded US state.
  • If a customer names Arizona (or an Arizona city — Phoenix, Tucson, Mesa, Scottsdale, Chandler, Glendale, Flagstaff), politely decline. Do not suggest freight forwarders, mail-forwarding services, or any workaround — this is a regulatory exclusion and advising circumvention is not our place.
  • If a customer names Utah, confirm we ship there. If they mention having been refused before, apologise briefly and confirm the restriction has been lifted.
  • When confirming US shipping to a customer who has NOT named a state, add the rider: 'we ship everywhere in the US except Arizona'. Do not volunteer the exclusion to a customer who has already named a non-Arizona state — it is noise for them.
  • Do NOT say 'we ship to all 50 states' — we ship to 49.
  • Do NOT suggest cache clearing or a different browser — this is a delivery-area restriction, not a technical or checkout display issue.
  • Do NOT describe Arizona as a temporary or under-review restriction, and do not offer a date when it might be resolved.
  • If an existing Arizona order is already placed or in transit, escalate to a human agent rather than promising a refund, cancellation, or redirect.
Back to blog