Use of IQOS in holiday destinations
The inbound allowance for tobacco sticks are similar to cigarettes and may vary from one country to another.
Before leaving for vacation, please double check the allowances set by respective government agency in the country of your travel.
Customs authorities in the country of your destination may challenge the excess of the inbound allowance and could take the product, or even apply fines.
Travelers should check before traveling if entering with tobacco products in their country of destination is allowed.
Will IQOS help me quit smoking?
No. IQOS is not a smoking cessation device or intended as a device to quit smoking. If you are concerned about the health effects of smoking, your best option is to quit tobacco use altogether.
Is using IQOS safe / Risk free?
No. While switching completely to IQOS presents less risk to your health, IQOS is not risk-free and delivers nicotine, which is addictive. The best option is to quit tobacco and nicotine use altogether. However, switching completely to IQOS is a better choice than continuing to smoke.
What kind of product is IQOS?
IQOS is an alternative for adult smokers who would otherwise continue to smoke and want to enjoy real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It is not for people who have quit smoking or have never smoked.
IQOS is our most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release a flavorful nicotine containing vapour.
IQOS and TEREA or HEETS tobacco sticks are not for minors (under 18 years). Please refer to Important Information section for details.
IQOS Auto Delivery Services FAQs
If you have any questions about our Auto Delivery service program, please click here (https://ch.iqos.com/en/delivery).
Is my IQOS ILUMA PRIME’s leather wrap covered by warranty?
Unfortunately, wraps are not covered by the warranty.
What should I do if my IQOS device is not working ?
If your IQOS device is not working, simply perform a reset. Still no luck?
If your device is registered on your profile on iqos.com you can try our self-diagnostic tool, which can quickly identify and fix any problem you are having with your device. To use the self-diagnostic tool please follow this link.
If your device is not registered yet on your profile, you can try our different troubleshooting option following this link and select your device.
You can register your device on your profile on iqos.com in order to be able to use the self-diagnostic tool as well as other services
When is a defective IQOS device or heating element replaced?
If neither resetting the device, updating the firmware with the IQOS app, proper cleaning and charging nor the online troubleshooting tool have fixed the problem with your IQOS device, please contact our customer support who will be happy to help you personally.
Within the first 12 months, a defective IQOS device will generally be replaced. If you have registered your device in your IQOS account on iqos.com, a free replacement of the device due to accidental damage is also possible.
We also offer a Takeback program and Exchange program.
How long is IQOS warranty valid?
Your voluntary warranty period depends on which country you bought your IQOS ILUMA i PRIME in. For example, in Switzerland, you’ll get a two-year warranty from the day you buy your IQOS ILUMA i PRIME. All you need to do is to keep your receipt or take a picture of it as proof of purchase.
Will my warranty for the IQOS 3 DUO expire?
No. The warranty applies for two years after you purchase the device. If you need to replace a certain element but it is no longer in stock, the same element in a different colour will be used. Outside of the warranty period, we are unable to replace the device and would offer you an exchange. Members of the IQOS CLUB get a great deal on exchanging the IQOS 3 DUO for the IQOS ILUMA. Please contact us at 0800 050 000 or via Live Chat on iqos.com if you need any assistance.
Use of IQOS in holiday destinations
The inbound allowance for tobacco sticks are similar to cigarettes and may vary from one country to another.
Before leaving for vacation, please double check the allowances set by respective government agency in the country of your travel.
Customs authorities in the country of your destination may challenge the excess of the inbound allowance and could take the product, or even apply fines.
Travelers should check before traveling if entering with tobacco products in their country of destination is allowed.
Will IQOS help me quit smoking?
No. IQOS is not a smoking cessation device or intended as a device to quit smoking. If you are concerned about the health effects of smoking, your best option is to quit tobacco use altogether.
Is using IQOS safe / Risk free?
No. While switching completely to IQOS presents less risk to your health, IQOS is not risk-free and delivers nicotine, which is addictive. The best option is to quit tobacco and nicotine use altogether. However, switching completely to IQOS is a better choice than continuing to smoke.
What kind of product is IQOS?
IQOS is an alternative for adult smokers who would otherwise continue to smoke and want to enjoy real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It is not for people who have quit smoking or have never smoked.
IQOS is our most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release a flavorful nicotine containing vapour.
IQOS and TEREA or HEETS tobacco sticks are not for minors (under 18 years). Please refer to Important Information section for details.
IQOS Auto Delivery Services FAQs
If you have any questions about our Auto Delivery service program, please click here (https://ch.iqos.com/en/delivery).
Is my IQOS ILUMA PRIME’s leather wrap covered by warranty?
Unfortunately, wraps are not covered by the warranty.
What should I do if my IQOS device is not working ?
If your IQOS device is not working, simply perform a reset. Still no luck?
If your device is registered on your profile on iqos.com you can try our self-diagnostic tool, which can quickly identify and fix any problem you are having with your device. To use the self-diagnostic tool please follow this link.
If your device is not registered yet on your profile, you can try our different troubleshooting option following this link and select your device.
You can register your device on your profile on iqos.com in order to be able to use the self-diagnostic tool as well as other services
When is a defective IQOS device or heating element replaced?
If neither resetting the device, updating the firmware with the IQOS app, proper cleaning and charging nor the online troubleshooting tool have fixed the problem with your IQOS device, please contact our customer support who will be happy to help you personally.
Within the first 12 months, a defective IQOS device will generally be replaced. If you have registered your device in your IQOS account on iqos.com, a free replacement of the device due to accidental damage is also possible.
We also offer a Takeback program and Exchange program.
How long is IQOS warranty valid?
Your voluntary warranty period depends on which country you bought your IQOS ILUMA i PRIME in. For example, in Switzerland, you’ll get a two-year warranty from the day you buy your IQOS ILUMA i PRIME. All you need to do is to keep your receipt or take a picture of it as proof of purchase.
Will my warranty for the IQOS 3 DUO expire?
No. The warranty applies for two years after you purchase the device. If you need to replace a certain element but it is no longer in stock, the same element in a different colour will be used. Outside of the warranty period, we are unable to replace the device and would offer you an exchange. Members of the IQOS CLUB get a great deal on exchanging the IQOS 3 DUO for the IQOS ILUMA. Please contact us at 0800 050 000 or via Live Chat on iqos.com if you need any assistance.