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 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.
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.
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.
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.
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 our Care Team through Live Chat. We are available Mon – Fri 10AM to 10PM EST & Sat 11AM to 6PM 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.