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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

YONGE Q-LAB BOUTIQUE UPDATE

We have been working hard to bring IQOS closer to you than ever before by partnering with multiple retailers in Toronto and enhancing our online platforms.

Our Toronto Q-Lab boutique is now permanently closed, but you will still be able to enjoy personalized services and support from our Experts at a Q-Lab Corner near you.

FAQ

1. Where can I now get support and IQOS related services similar to Q-Lab boutique?
Our Q-Lab Corners are a smaller version of the Q-Lab Boutique. You can find them located inside partnering retail locations. It’s the ideal place to learn about IQOS, try it, see all types of IQOS devices and get support from an Expert for all your IQOS needs. You can find us using the store locator at iqos.com, or you search for “Q-Lab Corner” on Google and visit the location closest to you. There are 5 Q-Lab corners in the GTA today, with many more to come in the near future.

2. Where can I now purchase?
a. HEETS – You can find a retail store location near you using the store locator on our website, purchase online on iqos.com, or contact our customer call center at 1-800-304-4033.

b. IQOS devices – You can buy IQOS devices at one of our Q-Lab corners, at select retail locations that you can find online on iqos.com, or through our customer call center at 1-800-304-4033.

c. Accessories – You can buy IQOS devices at one of our Q-Lab corners, at select retail locations that you can find online on iqos.com, or through our customer call center at 1-800-304-4033.

3. Where can I swap/exchange my device?
You can swap your device by calling our customer call center at 1-800-304-4033 and then following their instructions.
For any other questions, please, feel free to contact our customer call center at 1-800-304-4033.

OUR STORES ARE OPEN FOR IN PERSON SHOPPING

Following all local government guidelines, our stores in Ontario have reopened for in person shopping.

Stores are operating within specific capacity guidelines/

Preorder and curbside pickup with fast, contact-free payment are still available for your convenience.

Your safety is our priority.

IQOS Retail Team

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UPDATES REGARDING OUR STORES IN ONTARIO WE ARE OPEN FOR PREORDER AND PICKUP

In accordance with recent guidelines set by the Province of Ontario, our Q-Lab Boutique and Corner stores in Toronto, Peel and York Region have closed for in-store shopping.

Our stores remain open for preorder and curbside pickup with fast, cashless payment so you can continue to get your IQOS devices, HEETS, and accessories from our retail locations.

Your safety is our priority.

FAQ

Are Q-Lab Boutiques open?
The Q-Lab Boutique in Vancouver, BC remains open. The Q-Lab Boutique in Toronto, ON is currently closed for in-store shopping but remains open for preorders and curbside pickup. Please check here for locations, phone numbers and hours.

Are Q-Lab Corners open?
Q-Lab Corners located in Toronto, Peel and York Region are currently closed for in-store shopping. Please check here for locations, phone numbers and hours.

Which services are available?
In BC, all of our standard services are still available:
  • Sales of HEETS, IQOS devices and accessories
  • Product demonstration, device cleaning and all device support (done with additional safety measures)


In Toronto, Peel and York regions, sales of HEETS, IQOS devices and accessories are available to purchase with preorder and curbside pickup.

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.