Commercial Information FAQs
When will IQOS Partner Stores open?
We are happy to let you know that the IQOS Partner Stores are now open for you. Here you will be able to buy IQOS devices and accessories. Find more information on IQOS Partner Store locations, opening times and available products and services online on our Store Locator.
Which services are available in the IQOS Partner Stores?
Currently, all transactional services are available, so you are able to buy IQOS devices and accessories. Find more information on the products and services available in our IQOS Partner Stores online on our Store Locator.
Are there any safety rules I should be aware of when visiting the IQOS Partner Stores?
Currently, only one customer per 10 m² is allowed inside the IQOS Partner Store. When visiting we kindly ask you to follow the social distancing rule and maintain the 1 meter distance. Lastly, please follow the general rule and wear masks while inside the IQOS Partner Stores.
What measures are you taking to ensure the safety of customers and staff?
Extended hygiene procedures for IQOS Partner Stores and staff have been implemented to ensure the well-being and safety of the community. Surfaces, payment terminals, counters and other frequently touched areas are cleaned on a regular basis, and the staff is required to wear masks while at work.
How can I use the rapid replacement service?
If you encounter a problem with your device, which is covered by Care Plus, simply contact our IQOS Care Team at 0800 90 10 91 (free of charge within Austria). Our agents will organize the replacement for you right away.
What is rapid replacement?
Rapid replacement is a quick replacement service where, if your faulty device is covered by Care Plus, you may have it replaced within 3 hours, any day of the week. Delivery time may be subject to delay in the case of unforeseen circumstances (ie: weather, traffic conditions, natural disaster etc. or other considerable circumstances).
Care Plus and the Rapid Replacement Service are made available exclusively to our registered users.
I see that IQOS devices and accessories are shipped from countries with reported laboratory-confirmed COVID-19 cases, such as China. Do I have a higher chance of getting coronavirus from products shipped from these countries?
According to health authorities like the World Health Organization (status April 8th, 2020), there is no evidence to support the transmission of the coronavirus through imported goods. Sources: WHO (https://www.who.int/news-room/q-a-detail/q-a-coronaviruses)
How does the free contactless delivery work?
Considering social distancing rule, our free delivery is now contactless. Our courier will deliver your package without collecting your signature as proof of delivery.
I wish to register on iqos.com in Austria, but I already have an account abroad. What should I do?
If you wish to register on iqos.com in Austria, but already have an account in a foreign country, simply contact our IQOS Care Team at 0800 90 10 91 (free of charge within Austria) and our agents will assist you.
What is the best way to sanitize my IQOS?
Wipe the outside of the Pocket Charger, the Holder and the associated accessories with a wipe containing disinfectant (with 62-71% ethanol concentration). Dispose of the used wipes in a bin. Next, pull up the cap of the Holder and thoroughly clean the blade, the inside area of the Holder surrounding the blade and the whole extractor with the dedicated IQOS™ Cleaning Sticks. Dispose of the used Cleaning Sticks in the bin.
How do I contact the IQOS Care Team?
We are here for you - 7 days a week from 9 am to 9 pm. Please contact us via phone at 0800 90 10 91 (free or charge within Austria) or via email at [email protected]
Where can I buy IQOS?
We are happy to let you know that the IQOS Partner Stores are now open, where you will be able to buy IQOS devices and accessories. Find more information on IQOS Partner Store locations, opening times and available products and services online on our Store Locator.
Alternatively, we welcome you to our Online Shop, where we’ll make sure all of our products are available for you and are ready to be shipped to your home.
How does the free shipping work?
We will bring your IQOS products to you usually within 1-3 business days with free delivery. Considering the current situation, delivery may be delayed.
What do I do if my device is broken?
We are here to help you. Please contact our IQOS Care Team at 0800 90 10 91 (free of charge in Austria) or visit an IQOS Partner Store near you. We will, together with our agents, find the most suitable solution to replace your IQOS device in warranty cases.
Alternatively, you can also use our online self-diagnosis tool to identify and fix the issue with your IQOS.
In which countries is IQOS available?
IQOS is available in the following countries: Albania, Andorra, Armenia, Aruba, Austria, Belarus, Bosnia & Herzegovina, Bulgaria, Canada, Canary Islands, Colombia, Costa Rica, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, Estonia, France, Georgia, Germany, Greece, Guatemala, Hungary, Italy, Israel, Japan, Jordan, Kazakhstan, Korea, Kuwait, La Réunion, Lebanon, Latvia, Lithuania, Malaysia, the Maldives, Mexico, Moldova, Monaco, Montenegro, the Netherlands, New Zealand, North Macedonia, Palestine, the Philippines, Poland, Portugal, Romania, Russia, Saudi Arabia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Sweden, Switzerland, Ukraine, the United Arab Emirates, the United Kingdom, the U.S., and in some Duty Free shops.
The use of this product is not risk free and provides nicotine, which is addictive. Only for use by adults.