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Frequently asked questions

Heat Not Burn Technology

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 flavourful nicotine containing vapour. IQOS and HEETS tobacco sticks are not for minors. Please refer to Important Information section for details. https://www.iqos.com/products/important

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.

Does IQOS produce smoke?

No, IQOS does not produce smoke because it does not burn tobacco. It generates a tobacco vapour that is what you see when using IQOS.

What is the difference between cigarettes and IQOS?

IQOS is a better alternative to smoking because it heats tobacco instead of burning it. It provides real tobacco taste without fire, ash or cigarette smoke, and less smell. IQOS generates a nicotine containing tobacco vapour with on average 90% lower levels of harmful chemicals compared to cigarette smoke. Switching completely to IQOS is likely to present less risk to your health than continuing to smoke. However, IQOS is not risk-free and is addictive. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

Is using IQOS safe/risk free?

No. IQOS is not risk free. Although the level of harmful chemicals generated by IQOS are reduced by 90% on average, there are still some harmful chemicals. Moreover, HEETS tobacco sticks contain nicotine, which is addictive. This being said, IQOS is a better choice than smoking because, based on the scientific evidence we have to date, switching completely to IQOS is likely to present less risk to your health compared to continuing to smoke. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

If I have any further questions, who should I contact?

For any assistance, please, contact our Customer Care: By phone: 1.809.200.4767 Monday- Sunday 10:00 am - 9:00pm By mail : info@do.iqos.com Social Media: Tw @iqos_support_do Fb @IQOS.DO

IQOS

What should I do if my IQOS device is not functioning?

If your IQOS device is not working, simply perform a reset. Still not working? Please contact Customer Care 1.809.200.4767 (Option 4 ) Monday- Sunday 10:00 am - 9:00pm or email us : info@do.iqos.com Social Media: Tw @iqos_support_do Fb @IQOS.DO or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

IQOS 3

How can I check the charge level of the battery?

You can easily check the charge level by following these simple steps: 1. Press Pocket Charger Button for 1 second (short press) 2. The Battery Status lights will turn on and indicate the level of charge

How long does it take to fully charge the device?

It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 device using supplied AC Power Adaptor and USB cable.

Can I charge 2.4 / 2.4P Holder with the IQOS 3 Pocket Charger and vice versa?

No, the new IQOS 3 Pocket Charger is not compatible with the previous versions. If you insert the 2.4/2.4 Plus Holder into the IQOS 3 Pocket Charger, the Holder will not fit because of the different size. The IQOS 3 Holder cannot be inserted into 2.4 /2.4 Plus Pocket Charger because of the different size.

Can I use the AC power adaptor & USB cable from the previous device version to charge the IQOS 3 device?

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 USB cable hosts a USB-C port, which is different from the previous versions.

How can I reset my IQOS device?

Puedes reiniciar tu dispositivo IQOS 3 fácilmente si mantienes presionado el botón del Pocket Charger durante 10 segundos. La luz de estado de la batería se encenderá lentamente, parpadeará dos veces y, luego, progresivamente se apagará para confirmar el reinicio.

What do device vibrations mean?

Holder vibrations are activated in the following situations: - At the start of the heating (once you press the IQOS 3™ Holder Button to start heating) - one vibration - When the device is ready to be used – two vibrations - When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

What do the lights on my Holder mean?

Red blinking Holder light - Heating blade broken or Holder malfunction If IQOS 3™ Holder is inserted upside down, there won’t be any LED indication of the Holder presence. Therefore, the IQOS 3™ Holder won’t be charging. Please, ensure you put it the right way.

What is the optimal IQOS device functioning temperature?

IQOS 3 is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 0℃ and 50℃.

What is a New ProtectPlus™ System?

ProtectPlus™ System hosts a number of technological improvements: - robust outer shell improves shock resistance of the device - new side door opening tested to guarantee reliable performance - new technology provides longer battery life - heating chamber of your Holder has been redesigned for improved reliability

IQOS 3 MULTI

How can I check the charge level of the battery?

You can easily check the charge level by following these simple steps: 1. Press IQOS 3 Multi Button for 1 second 2. The Battery Status lights will turn on and indicate the level of charge

How long does it take to fully charge the device?

It takes approximately 75 minutes to fully charge the IQOS 3 Multi from an electrical outlet. Only charge IQOS 3 Multi device using supplied AC Power Adaptor and USB cable.

How can I reset my IQOS device?

You can easily reset your IQOS 3 Multi device by pressing and holding the Button for 10 seconds and then releasing. The lights will fade in and out to confirm a reset.

What do device vibrations mean?

IQOS 3 Multi vibrations are activated in the following situations: - At the start of the heating (once you press the Button to start) - one vibration - When the device is ready to be used - two vibrations - When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

What do the lights on my IOQS 3 Multi mean?

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc. Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C). Please, perform a reset of your device and try again. Still no luck? Please contact Customer Care 1.809.200.4767 (Option 4 ) Monday- Sunday 10:00 am - 9:00pm Email us : Info@do.iqos.com Social Media: Tw @iqos_support_do Fb @IQOS.SO or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

IQOS 2.4 Plus

You can easily check the charge level by following these simple steps: 1. Press for 1 second the ON/OFF button 2. The LEDs will turn on and indicate the level of charge: - 1 LED = low charge level - 4 LEDs = device is fully charged

Should I always fully charge my Pocket Charger battery?

The IQOS device does not require a full charge to work. If the IQOS 2.4Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

How can I reset my IQOS device?

You can easily do a reset of your IQOS 2.4Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

What do device vibrations mean?

Holder vibrations are activated in the following situations: - At the start of heating (once you press the Holder Button to start) - When the experience is nearly complete (30 seconds prior the end)

What does the red light on my Holder mean?

The red light, blinking or steady, on your Holder may indicate that: - Holder is not charged - Device is outside its optimal operating temperature (10°C - 40°C) - You pressed on the Holder button during usage - Holder malfunction To resolve the issue, you may try the following: a. Check that the IQOS 2.4Plus Pocket Charger is switched ON and has enough power b. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes) c. Ensure your Holder’s electric contact is clean d. If none of the above works, perform a reset of your device e. Still no luck? Please contact Customer Care 1.809.200.4767 (Option 4 ) Monday- Sunday 10:00 am - 9:00pm or email us : info@do.iqos.com Social Media: Tw @iqos_support_do Fb @IQOS.DO or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

What does the red light on my Pocket Charger mean?

a. Holder light on the IQOS 2.4Plus Pocket Charger indicates a Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle. b. The bottom light on the Pocket Charger Battery Status indicates a Pocket Charger malfunction or device is outside its optimal operating temperature (10°C - 40°C) Please, perform a reset of your device and make sure it is in the optimal temperature range. Still no luck? Please contact Customer Care 1.809.200.4767 Monday- Sunday 10:00 am - 8:00pm contact.co@myiqos.com Tw @iqos_support_co Fb @IQOS.CO or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

HEETS™

What is the puffing time of HEETS tobacco stick?

HEETS tobacco sticks are designed for the same duration and number of puffs as cigarettes.

Why are HEETS tobacco sticks shorter than cigarettes?

The HEETS tobacco sticks are designed specifically for the IQOS devices. They have an optimal length, diameter and design for the IQOS Holder.

Why do HEETS tobacco sticks taste different from my usual cigarettes?

The taste of IQOS is different from cigarettes because tobacco is heated rather than burned. By heating the tobacco, the true taste of the tobacco is released. HEETS tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste and satisfaction that replicates as much as possible what adult smokers expect.

Do HEETS tobacco sticks contain nicotine?

Yes, HEETS tobacco sticks contain nicotine, which is addictive. Nicotine is naturally present in the tobacco used in HEETS. It is released in the vapor that is generated during the IQOS usage.

I cannot insert HEETS tobacco stick into the Holder

If you experience difficulty inserting HEETS tobacco stick, check if the tobacco portion from a previous HEETS tobacco sticks stuck in the Cap. Then, using the Pin (1) from the IQOS Cleaner, push the tobacco portion out as shown below (2 & 3).

Conversion Support

I am new to IQOS. Do you offer any personalised assistance? Is it free of charge?

We know that some adult smokers find it challenging to convert to IQOS. That is why we encourage adult IQOS users to join our complimentary and effective QOACH program. Your personal QOACH will be by your side to answer your questions via phone, email, instant messaging or video calls ― whichever you prefer. How does this program help? From deciding which type of HEETS tobacco sticks suits your taste preferences best, to explaining how to clean your device, to providing tips about IQOS whenever you need it, our highly trained QOACHES will accompany and motivate you every step of the conversion journey.

How can I enrol in the personalised assistance program?

Please contact Customer Care 1.809.200.4767 or ask for enrollment in the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

Orders and Commercial Information

¿En qué países está disponible IQOS?

IQOS está disponible en los siguientes países*: www.pmi.com

What is the cost of shipping my order on IQOS.com?

Planned and Express shipping is free.

How long does it take to get my order from IQOS.com?

IQOS devices and accessories are delivered between 24-72 working hours, Monday through Friday from 8am to 5pm depending on the selected province *. You will see the specific delivery time for your province before finalizing your order.

 

HEETS packs are delivered between 24-72 hours depending on the selected province *. You will see the specific delivery time for your province * before finalizing your order.

For orders placed in the National District ** we offer two additional services:

Express service with a delivery time of 30 minutes or less from Monday to Friday from 8AM - 9:30 PM, Saturdays from 10AM - 7:30 PM and Sundays / holidays from 10AM - 6PM. If you place your order outside these hours it will be delivered at the next business hours.

For orders placed in Santo Domingo, we offer express service:

Express service with a delivery time of 30 minutes or less from Monday to Friday from 9AM - 8PM, Saturdays from 11AM - 6:30 PM and Sundays / holidays from 11AM - 4:30 PM. If you place your order outside these hours it will be delivered at the next business hours.

 

The locations with coverage in Santo Domingo Este are: Ensanche Ozama, Alma Rosa I, Alma Rosa II, El Rosal, Urbanización Italia, Cast Alma Rosa and the Megacentro Shopping Center.

 

* We deliver from Monday to Friday from 8AM - 5PM in most of the provinces of the Dominican Republic. The full list of provinces is available in the "Online Store Terms".

 

** The National District sectors that apply for express service are available in the "Online Store Terms".

What type of payments methods do you accept?

From the website: You can pay by credit or debit card (VISA, MASTERCARD, and American Express).

How can I cancel my order on IQOS.com?

The order cannot be modified or canceled once placed.

What is IQOS International Assistance program and what are the differences vs EU special support service?

  • IQOS™ International Assistance is our new service.
  • You can now benefit from advice and assistance 24/7 in English or in local languages while traveling to the countries where IQOS is available.  
  • All you need is to have your customer and device registration in place. 
  • The EU Special Support was only available in Europe, while IQOS™ International Assistance is available in the countries where IQOS™ is sold.  If you experience an issue with your IQOS™ device in the same country of purchase and registration, please, call home local support.

How to enroll in this service?

  • If you already have device and customer registration in place, you can enjoy the service from today.
  • If you are not registered, please take this opportunity to register yourself and your device component (IQOS™ Charger and IQOS™ Holder) at iqos.com
  • If you are unsure, log-in and check your registration status on iqos.com

How to obtain and whom to contact for IQOS International Assistance program?

  • If you need assistance while in abroad, contact the international toll-free* number +800 2559 2559
  • Connection limitations may apply with some mobile operators. In this unlikely event, please, use the number +41 21 547 88 88
  • *Certain charges may apply, please consult your operator for details.

Additional Support