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, simply contact our IQOS Care Team at 0800 90 10 91 (free of charge within Austria). Our agents will, in warranty cases, organize the replacement for you right away.
What is rapid replacement?
Rapid replacement is a quick replacement service where, in case of coverage, your device is being exchanged mostly within 3 hours. Deviating execution time possible depending on weather, traffic conditions and infrastructure, natural disaster, Sundays and public holidays or other considerable circumstances. This service is 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.
This product is not risk-free - for adult use only.