Frequently asked
questions

Use the private link in any email about your order. If you cannot find it, open Track an order and enter the email address and full order number from your order email. If the details match, we send the link again.

Keep this link private: it gives access to your order details. Older order numbers beginning with BNB still work; use the number exactly as it appears in your email.

Check your spam or junk folder and search your inbox for USA Get Stick or your order number. Make sure you are checking the email address used for that order.

If you still cannot find it, contact support. Include your order number if you have it and explain which email is missing. A confirmation on the order-lookup form does not reveal whether an order was found; the details must match for a link to be sent.

Your private order page shows the order status and any recorded shipments. Each shipment lists its carrier, tracking number and shipping date, with a carrier tracking link when available. Shipping updates also arrive by email.

For the latest carrier scans, follow the carrier link. If the information on your order page is unclear, reply to an order email with your question.

An order can ship in more than one package. Check the package contents and any items still to ship on your order page before comparing the delivery with your full order.

If an item listed inside the delivered package is missing, contact support with your order number, the tracking number and photos of the package and contents. Email the photos so we can review what arrived.

No. Transit times are carrier estimates counted from the day the package ships, not from the day the order was placed. They are not a promised delivery day.

Check the shipment date on your order page and use the carrier tracking link for the current estimate.

Reply to your order email or contact support with the order number and affected tracking number. We will trace the package with the carrier.

Under our delivery policy, a package lost in transit through no fault of yours is reshipped free. A missing tracking update by itself does not establish that a package is lost.

Check the delivery address and any delivery note shown by the carrier. Then contact support with your order number and tracking number so the delivery can be investigated.

Tell us what you have already checked. We need to review the delivery circumstances before confirming the next step.

Email support within 24 hours of delivery. Include your order number and clear photos of the package and the item, and explain what is damaged or different.

Once we confirm the problem, we send a replacement. Please send photos by email: the contact form does not accept attachments.

Our published policy does not accept returns or exchanges because a flavor or product did not suit you. Damaged or incorrect items are handled separately under the replacement policy.

You can cancel before you pay by replying to your order email. Once payment is confirmed, the order is in fulfillment and our terms no longer allow customer cancellation.

If we have to cancel a paid order, our terms provide for a full refund through the same payment method. Contact support about your specific order; do not assume a cancellation is complete until it is confirmed.

Contact support as soon as you notice the mistake. Include your order number, the incorrect detail and the correction you are requesting.

Support needs to check the current fulfillment or shipping stage before confirming whether a change is possible. Editing your account profile does not rewrite the details of an existing order.

Yes. The private order link works without an account. You can also create an account from a guest order page. If that email already has an account, sign in instead.

The account order list includes orders linked to the account or its current email address. An order placed with a different email address may not appear there; use its private link or ask support for help.

Use Forgot password on the sign-in page and enter your account email. Follow the reset link sent to that address, and check spam or junk if the message is missing.

Never send your password or a password-reset link to support. If you no longer have access to the account email, contact support and explain the access problem.

The account area requires a verified email address. Open the confirmation message sent to your account email and follow its link.

If it is missing, use the button on the confirmation screen to send another verification email. Check that the address is correct and look in spam or junk before requesting another message.

Security settings support passkeys and two-factor sign-in, and let you sign out of other browser sessions. Keep your password, passkeys and two-factor recovery codes private.

If you receive an unexpected password-change email, use the account recovery option and contact support. Do not share sign-in codes or private order links in public messages.

Our privacy policy describes the contact and order details, login information and support messages we keep, and the services that receive information needed to support an order. We do not sell your data or use it for advertising.

Email support to request access, correction or deletion. Completed-order records may need to be retained for accounting requirements, so deleting an account does not mean every order record is erased.

USA Get Stick is intended for adults aged 21 and older. Nicotine products are not for sale to anyone under 21. The site asks visitors to confirm their age.

TEREA sticks contain nicotine. Nicotine is addictive.

No. TEREA sticks are compatible only with the IQOS ILUMA and ILUMA i families. They are not compatible with older blade-based IQOS devices.

Check the exact model and follow the device manufacturer’s instructions. Do not assume compatibility because two products share the IQOS name.

A product photo is published only after it has been matched to the exact incoming item. If a photo has not been verified, the site shows that state instead of substituting a concept or an image of a similar product.

Similar names can refer to different catalog entries. If an item you received appears different, send support your order number and photos so the exact entry can be checked.

Email support@usagetstick.com, reply to an order email, or use the contact form. A person reads every message. Our published response time is within one business day.

Include your order number if you have one, the email address associated with it, a short description of the problem and what you need help with. For a delivery issue, include the affected tracking number.

Send photos by email when they help explain an item or packaging problem. Do not include passwords, sign-in codes or full payment-card details.

The contact form accepts text only. Send images by email and include your order number so they can be connected to the right request.

For a damaged or wrong item, email photos of both the package and the item within 24 hours of delivery, as required by the published replacement policy.