Jan 15, 2025

For proper operation, it is recommended that IQOS devices are always kept clean and free from foreign bodies. However, some sand or dust may end up inside the device. Here’s what you can do if your tobacco heater falls in the sand.

 

IQOS: why maintenance matters

Proper maintenance is essential to continue to have a consistent taste experience and optimal operation of the device at all times. IQOS products, such as tobacco heaters, are electronic devices, so sand, dust or foreign bodies can damage their components and alter the final experience.

 

IQOS in the sand: what to do

If your IQOS falls in the sand, first check that no grains have entered the device.

 

Devices without a foil from the IQOS ILUMA line

In the event that sand or foreign objects get inside the pocket charger or the holder of your IQOS ILUMA PRIME or IQOS ILUMA device, possibly also touching the contacts, we recommend that you clean your device using a completely dry and unsoaked cotton swab or a similar tool to avoid damaging your device. Do not, under any circumstances, use solvents, detergents, chemicals, compressed air or other liquids to clean the device.

 

Compact, all-in-one devices

If you use an all-in-one device, such as IQOS ILUMA ONE, before using the accessories dedicated to cleaning, we suggest that you slide the cover of the stick insertion compartment and close it to prevent the entry of further foreign bodies.

Once clean, try turning it on to check that it works. Please note that, in general, all IQOS devices are not designed to work unless properly maintained. Therefore, in the event that the device no longer turns on or does not function properly due to particles of sand or dust deposited inside it, the warranty would not cover this type of damage. However, if you have registered your IQOS device on the IQOS website, you may be eligible for free device replacement and an extended warranty that covers your device against accidental damage. We invite you to contact our Customer Service for information related to this topic.

 

 

 

Our suggestions before your departure

Before you set off, discover some tips to take better care of your device, even when you’re away from home.

· We recommend the use of accessories such as silicone covers for IQOS ILUMA, silicone covers for IQOS ILUMA PRIME and silicone covers for IQOS ILUMA ONE. This type of accessory can help protect your devices from dirt, scratches and dust.

· Since IQOS is an electronic device, we remind you to keep it away from heat sources and direct sunlight. 

· We also remind you to keep it away from liquids and water. If your device gets wet, we suggest that you do not turn it on immediately but dry it first – find out more in the dedicated article.

· Finally, if you have more than one IQOS device, we recommend that you also bring a second device with you so that you have an alternative in case of any malfunctions.

 

IQOS contact information for support

If you log in to your profile, we will be able to help you under the terms of the IQOS guarantee.

In any case, remember that you can contact us in many different ways. Our support is available via the toll-free phone number 0800 050 000 or in chat, where an IQOS expert will be available Monday to Friday from 8 a.m. to 8 p.m. and on Saturday and Sunday from 8 a.m. to 6 p.m.

If you are abroad, you can call the international helpline daily from 7 a.m. to 10 p.m. on 00 800 2559 2559 – please refer to your telephone provider for applied rates.

· You can contact us on our Facebook page or by sending us an e-mail.

· You can go to one of the IQOS Boutiques throughout Switzerland.

Do not ingest or disassemble SMARTCORE STICKS™. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. See important information.

This article is for general information and educational purposes. Some of the information in this article is based on external, third-party sources. We make no representations or warranties of any kind regarding the accuracy, validity or completeness of such information.