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IQOS Delivery
Get all the information to follow your IQOS order's journey.
Plus, check out shipping options, and get support.
You’ve arrived at the right place to track your IQOS order, check out IQOS shipping options, and get support. Wave goodbye to delivery
drama and say hello to reliable service.
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Flexible
Choose where to receive your IQOS delivery.
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Options
Same-day, next-day or standard
delivery within 2–3 days. -
Same-day and next-day delivery are available in select regions.
We do IQOS deliveries right.
We ensure your new device and tobacco sticks reach you safely and on time. Our reliable courier partners provide shipments that are easy to track, and ensure parcels are responsibly handed over directly to you.
Our courier partners
Count on one of our reliable courier partners to deliver your online order to your address.
We’ve partnered with:
- E24
- Purolator
Delivery of IQOS recycling bags
IQOS recycling bags include a prepaid shipping label (you can request it during checkout), so you can send back used products—for free—and help reduce our environmental impact.
Learn about IQOS Circular Program or get info on returns for recycling
TEREA Auto-Delivery
- Subscribe to get regular deliveries of TEREA tobacco sticks monthly, without having to place a new order every time.
- Order amount stays the same month-to-month, unless you adjust your subscription.
Please note:
- At the time of delivery, you will need to show your ID for age verification.
- A legal-aged adult must be present at the delivery address to receive the package.
Know when to expect your IQOS order.
A legal-aged adult must be present at the delivery address to receive the package.
Delivery options and times
E24
- Same-day and next-day delivery is available in Ontario, British Columbia and Alberta.
- Deliveries within 2–3 days available in Manitoba, Saskatchewan, Quebec, Nova Scotia, New Brunswick, Newfoundland and Labrador, Prince Edward Island, Northwest Territories, Yukon, and Nunavut.
- Weekends and public holidays.
- Uncontrollable circumstances (e.g., weather conditions).
Delivery depends on the courier, order timing, your location, and product availability.
Easily track IQOS orders
Track your order with email and text updates from the courier.
Take control of your IQOS delivery into your own hands.
We give you the flexibility to easily tailor delivery details to suit your schedule.
Change delivery time or location
If something’s come up and foiled your plans, you can:
- Contact us via IQOS Live Chat or the IQOS Customer Care Team to reschedule a delivery to a more convenient time.
Change delivery
- Contact us via IQOS Live Chat or the IQOS Customer Care Team if you need to make changes to your order after it's placed.
Update an order
Had a change of mind? Contact us via IQOS Live Chat or the IQOS Customer Care Team. Once processed, the order status will update on your IQOS profile dashboard and the refund will reflect on your side within 14 days. An order can be returned within 30 days, money back guaranteed.
Cancel order or check refund status
Please note:
- At the time of delivery, you will need to show your ID for age verification.
- A legal-aged adult must be present at the delivery address to receive the package.
FAQs about IQOS delivery
Unfortunately, a delivery address cannot be changed once an order has been placed. If your order cannot be handed over to you personally, it will be automatically sent back to us.
On the day when the parcel is to be delivered, you will receive a shipping confirmation email from our delivery partner with a one-hour delivery time slot.
Alternatively, you can track your shipment using the tracking number you received with your shipment confirmation.
You will be able to independently monitor the delivery status via the tracking information provided by couriers. You will also be able to verify the delivery attempts already made and any problems the courier may have in identifying your address.
Once your order has been placed, it will be added to the “My Orders” section of your account. You can also find the order number in the order confirmation email you will receive.
Contact us via or the IQOS Customer Care Team.
If the product delivered to you is incomplete or damaged, please return it.
Returns can only be requested via our customer care team. Contact us to get started. You will receive an email as soon as the return slip is ready for you to download. You then have 14 days to bring the package to the post office. We will cover the return costs.
Always use the return label, otherwise we cannot cover the cost of the return. Furthermore, only the return label can be used to ensure that your return is sent to the designated location.
If an incorrect product is delivered, we will cover the shipping cost (standard delivery).
All returns are free.
If the product you selected while ordering, is not the one that was delivered to you, please return it.
Returns can only be requested via our customer care team. Contact us to get started. You will receive an email as soon as the return slip is ready for you to download. You then have 14 days to bring the package to the post office. We will cover the return cost.
Always use the return label, otherwise we cannot cover the cost of the return. Furthermore, only the return label can be used to ensure that your return is sent to the designated location.
Need more support?
Get help with your IQOS order, delivery, or return via any of our self-service channels.