WELCOME TO IQOS.COM

This website contains information about smoke-free products. To enter the site we need to confirm you are an adult in Canada who would otherwise continue to smoke or use nicotine products.
PMI smoke free products are not an alternative to quitting and are not designed as cessation aides.
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Frequently Asked Questions

Orders, Shipping, & Returns

Please contact the IQOS Care Team for assistance at 1-800-304-4033. We are available Mon- Fri 10am-10pm & Sat 12pm-8pm EST.
1.      Log into your IQOS.com account
2.      Navigate to the personal profile icon in the top right corner
3.      Edit your Account information from this tab
If you have additional questions, please contact the IQOS Care Team at 1-800-304-4033. We are available Mon- Fri 10am-10pm & Sat 12pm-8pm EST.
We’re sorry to hear your IQOS device is not performing to the best of its ability. Luckily, we have several support channels to help.
First, visit our online self-diagnostic tool here (https://on.ca.iqos.com/en/support/support-iqos/support-3duo/troubleshoot-3-duo).
Still having trouble? Please contact the IQOS Care Team at 1-800-304-4033 (Mon- Fri 10am-10pm & Sat 12pm-8pm EST) or visit your nearest Q-Lab store.
If you have ordered directly from IQOS.com, call the IQOS Care Team at 1-800-304-4033 to process your refund. Refunds are eligible within 30 days of the original transaction.
If the purchase was made in a Q-Lab store, you can visit the store where you purchased your device or contact the IQOS Care Team.
Returns of the Starter Bundles are only accepted if: (i) the whole bundle is returned and (ii) 5 or less HeatSticks were consumed from the carton(s) of HEETS that was included in the bundle.
At this time, we do not offer the ability to modify orders. However, if you are not happy with the order you placed, please reach out to our Care Team at 1-800-304-4033. We are available Mon- Fri 10am-10pm & Sat 12pm-8pm EST. Let’s see what we can do for you!
The IQOS.com store delivers to all Canadian provinces, except Quebec. Same-day or next-day delivery options are available in select urban areas, while all other cities enjoy regular courier delivery.
We are unable to complete shipments to PO Boxes due to regulations requiring you to be present with government-issued ID at the time you receive/ pick up your order. This ensures IQOS and HEETS gets in the hands of adult smokers only.