I have an issue with my device.
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.
What's the difference between IQOS Device Take Back and IQOS Exchange programs?
If you are no longer using any of your IQOS device(s), you can return them to IQOS for free as part of the IQOS Device Take Back program. If you would like to purchase a new IQOS device, upgrading to our newest technology, you should participate in the IQOS Exchange program, not the Device Take Back program. Through the IQOS Exchange program you can receive a discount on the latest generation IQOS device, depending on your CLUB tier. Additionally for the IQOS Exchange program you have to return the full kit (holder+charger) whereas for the Device Take Back Program you can return holder or charger only. For more information about the IQOS Exchange program, please check the related Terms & conditions.
What happens if my Sticks Collection bag is not picked up from my mailbox?
Please make sure that the Sticks Collection bag is placed in the mailbox freely accessible by the postman. Ensure that the detachable yellow strip on the Sticks Collection bag is visibly hanging on the outside. Remember that the Swiss Post will collect the bag during the usual delivery of mail, from Monday to Friday.
What happens to the returned IQOS devices?
Depending on the condition and the model of your device, we recycle it or give it a new chance: if the device is beyond repair, our recycling experts will break it down into its component parts. If it's still repairable, we refresh it and find a new owner.
Are there components in the nicotine sticks that can't be recycled?
Our goal is to reduce the waste generated by our used tobacco sticks. All of the material in HEETS, TEREA, LEVIA and DELIA nicotine sticks is recyclable but there is a small percentage of material loss that always occurs in any recycling operation. This small percentage of material loss will be used for energy recovery.
What are the latest updates regarding the valorisation of used tobacco sticks? What happens to the returned tobacco sticks?
When you return your used sticks to us, they are collected and sent to our storage partner. Thanks to the regular increase in participation in the Take Back program by IQOS users, we now have the necessary volumes to enter the testing phases for the recycling and recovery alternatives for tobacco sticks that have been explored over the months. Our goal is to find solutions that valorise each component of the tobacco sticks, going beyond the standard incineration cycle. We are experimenting with and evaluating the effectiveness and suitability of locally available technologies in accordance with applicable legislation. However, this task is complex, because tobacco sticks are composed of several elements. Currently, we are working on several approaches, from energy recovery to the recycling of the various elements of the sticks into the production of other raw materials. So, to give your used sticks a second life, send them back to us.
Can I return other items using collection bags?
No, collection bags are designed for IQOS products only.
Please note that HEETS, TEREA, LEVIA and DELIA nicotine sticks can be mixed in the same collection bag.
How many used Collection bags can I return at once?
You can return as many collection bags as you want for recycling. We recommend that you fill in your Collection bags as much as possible before returning them. Each Sticks Collection bag can contain up to 400 used tobacco sticks and each Device Collection bag fits at least 3.
How can I return the Device Collection bags?
You have 2 simple and free ways to return your Device Collection bag, it works like a package:
- You can drop the bag in one of the yellow mailboxes by the Swiss Post
- You can drop it off at one of the post offices
Of course, you can also bring back your old device in one of our IQOS Boutiques. For this case no Device Collection bag is needed.
How can I return the Sticks Collection bags?
You have 2 simple and free ways to return your filled Sticks Collection bags:
- You can drop them off in any of our IQOS Boutiques at your next visit. Do not hesitate to use our store finder on iqos.com to find the nearest one.
- You can leave the collection bag in your mailbox, making sure that the detachable yellow strip is visibly hanging on the outside. Please make sure that the collection bag is placed in the mailbox freely accessible by the postman. The Swiss Post will collect it during the usual delivery of mail, from Monday to Friday.
I have an issue with my device.
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.
What's the difference between IQOS Device Take Back and IQOS Exchange programs?
If you are no longer using any of your IQOS device(s), you can return them to IQOS for free as part of the IQOS Device Take Back program. If you would like to purchase a new IQOS device, upgrading to our newest technology, you should participate in the IQOS Exchange program, not the Device Take Back program. Through the IQOS Exchange program you can receive a discount on the latest generation IQOS device, depending on your CLUB tier. Additionally for the IQOS Exchange program you have to return the full kit (holder+charger) whereas for the Device Take Back Program you can return holder or charger only. For more information about the IQOS Exchange program, please check the related Terms & conditions.
What happens if my Sticks Collection bag is not picked up from my mailbox?
Please make sure that the Sticks Collection bag is placed in the mailbox freely accessible by the postman. Ensure that the detachable yellow strip on the Sticks Collection bag is visibly hanging on the outside. Remember that the Swiss Post will collect the bag during the usual delivery of mail, from Monday to Friday.
What happens to the returned IQOS devices?
Depending on the condition and the model of your device, we recycle it or give it a new chance: if the device is beyond repair, our recycling experts will break it down into its component parts. If it's still repairable, we refresh it and find a new owner.
Are there components in the nicotine sticks that can't be recycled?
Our goal is to reduce the waste generated by our used tobacco sticks. All of the material in HEETS, TEREA, LEVIA and DELIA nicotine sticks is recyclable but there is a small percentage of material loss that always occurs in any recycling operation. This small percentage of material loss will be used for energy recovery.
What are the latest updates regarding the valorisation of used tobacco sticks? What happens to the returned tobacco sticks?
When you return your used sticks to us, they are collected and sent to our storage partner. Thanks to the regular increase in participation in the Take Back program by IQOS users, we now have the necessary volumes to enter the testing phases for the recycling and recovery alternatives for tobacco sticks that have been explored over the months. Our goal is to find solutions that valorise each component of the tobacco sticks, going beyond the standard incineration cycle. We are experimenting with and evaluating the effectiveness and suitability of locally available technologies in accordance with applicable legislation. However, this task is complex, because tobacco sticks are composed of several elements. Currently, we are working on several approaches, from energy recovery to the recycling of the various elements of the sticks into the production of other raw materials. So, to give your used sticks a second life, send them back to us.
Can I return other items using collection bags?
No, collection bags are designed for IQOS products only.
Please note that HEETS, TEREA, LEVIA and DELIA nicotine sticks can be mixed in the same collection bag.
How many used Collection bags can I return at once?
You can return as many collection bags as you want for recycling. We recommend that you fill in your Collection bags as much as possible before returning them. Each Sticks Collection bag can contain up to 400 used tobacco sticks and each Device Collection bag fits at least 3.
How can I return the Device Collection bags?
You have 2 simple and free ways to return your Device Collection bag, it works like a package:
- You can drop the bag in one of the yellow mailboxes by the Swiss Post
- You can drop it off at one of the post offices
Of course, you can also bring back your old device in one of our IQOS Boutiques. For this case no Device Collection bag is needed.
How can I return the Sticks Collection bags?
You have 2 simple and free ways to return your filled Sticks Collection bags:
- You can drop them off in any of our IQOS Boutiques at your next visit. Do not hesitate to use our store finder on iqos.com to find the nearest one.
- You can leave the collection bag in your mailbox, making sure that the detachable yellow strip is visibly hanging on the outside. Please make sure that the collection bag is placed in the mailbox freely accessible by the postman. The Swiss Post will collect it during the usual delivery of mail, from Monday to Friday.