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UPDATE FROM IQOS

We’re all concerned about the ever-evolving situation around us and the impact it is having on our lives. We want to reassure you, our valued IQOS community, that we have taken measures to support you through this new way of life in the coming days.

In line with advice from the authorities, we’ve made a few adjustments to our services to aide you in social distancing with minimal impact to your IQOS enjoyment. Details can be found in the Updates section.

These are confusing and critical times, but we’re in this together and we will find a way to make it work.

If you have any questions, please call or email the Customer Care team on 1-800-304-4033 or info@iqos.ca.

UPDATES

OUR STORES HAVE REOPENED AND WE CONTINUE TO CARE

WE ARE OPEN AND WE CONTINUE TO CARE

Our Q-Lab Boutiques and Corners are open again and our team is here to support you.
We aim to provide you a great experience with IQOS, whether you want to get assistance with a product demonstration, purchase or service your device.

Taking care of everyone
We care deeply about both you and our team members, so we have taken all necessary measures to ensure everyone’s safety.

Hygiene procedures
In addition to existing cleaning practices, we have implemented enhanced sanitization of store space and of devices post trial.
Our staff are using protective equipment such as gloves and masks, which are offered as well to every customer upon entry.

In-store service
During your visit, we kindly ask you to follow the social distancing rule and maintain a distance of 2 metres from others within the store. Stores will now open and close on a new schedule to avoid rush hours.
You can also call our stores in advance and we will package your order for quick, contact-free pickup.


IQOS Retail Team
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STANDARD HOLD-FOR-PICKUP DELIVERY OPTION HAS BEEN ENHANCED

To make contact-free delivery available to as many IQOS customers as possible, we have made some changes to our Standard hold-for-pickup delivery option.

Earlier, as part of the Standard hold-for-delivery option, IQOS customers would have had to pick up the package from their nearest Purolator depot.

Now Purolator will deliver the package to the address the customer entered on checkout. Purolator will make one delivery attempt after which the order will be held for the IQOS customer at the closest Purolator depot for pickup.

Our online shop is operating as usual, no need for our IQOS customers to step outside. Visit the Shop page for fast, contact-free delivery of your IQOS Kits and HEETS purchases.

CONTACTLESS DELIVERY, STORE CLOSURES & CUSTOMER SUPPORT

01 | CONTACTLESS DELIVERY To aide in minimizing points of contact and support social distancing, we are temporarily waiving ID validation at the time of delivery for online orders. Our courier will drop off your package at the designated address without collecting your signature as proof of delivery. As always, our delivery is free.

Our online shop is operating as usual, no need to step outside. Visit our shop page for quick & free delivery of your IQOS Kits and HEETS purchases.

02 | STORE CLOSURES As an extra precaution, we have made the difficult decision to temporarily close all Q-Lab stores. Online ordering is still available for shopping from the comfort of your home and some of our partner retail locations remain open. Keep checking our website for retail partner locations and the most recent updates.

03 | CUSTOMER SUPPORT Customer care is of utmost importance right now. If you or a smoker friend have any questions about IQOS during this time, our IQOS Experts are available to host virtual meetings, instead of in person meetings. As always, we’re here to listen. Our Care agents remain available during regular operating hours:

Monday to Friday: 10 am to 10 pm,
Saturday: 12pm- 8pm.
Call 1-800-304-4033
Email info@iqos.ca
Visit Twitter Support.