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.

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By checking this box, I confirm that I have read the Company’s Privacy Notice and accept the of this site. I also acknowledge that this site contains tobacco product information and may only be viewed by persons over the legal smoking age – by checking this box you are also confirming that you are a smoker (or user of other nicotine products) of legal age in your province or territory of residence.

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PMI smoke free products are not an alternative to quitting and are not designed as cessation aides.
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If you have an account on VEEV-vape.com,
you can use the same credentials
to sign in to IQOS.com

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New to IQOS?

Create an account

Once you create your IQOS account, you’ll have access to:

Perks

Exclusive benefits and offers.

Referral Program

Refer an adult smoker friend to IQOS and get $25 in your pocket.

Shop Online

Having an account means you can easily purchase our products online.

Frequently Asked Questions

Orders, Shipping, & Returns

How do I track the status of my order?: Please reach our Care Team through Live Chat, Mon – Fri 10AM to 10PM EST & Sat 11AM to 6PM EST. Or email us at info@iqos.ca.
How do I update my user profile?: 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 reach our Care Team through Live Chat, Mon – Fri 10AM to 10PM EST & Sat 11AM to 6PM EST. Or email us at info@iqos.ca.
I think I have a device issue – how can I troubleshoot it?: 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 the Self-service Troubleshooting tool in the Support section.
Still having trouble? Please reach our Care Team through Live Chat, Mon – Fri 10AM to 10PM EST & Sat 11AM to 6PM EST. Or email us at info@iqos.ca.
How do I return my order?: If you have ordered directly from IQOS.com, please reach our Care Team through Live Chat to process a refund, Mon – Fri 10AM to 10PM EST & Sat 11AM to 6PM EST. 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.
Can I make a change to an existing order?: Order item and shipping information modifications can be made if you reach our Care Team within 35 minutes of placing your order. Chat with a Live Agent (Mon - Fri 10AM to 10PM EST & Sat 6PM EST) or call us at 1-800-304-4033 (Mon - Fri 10AM to 8PM EST & Sat 11AM to 6PM EST).
How does free shipping work?: 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.