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FAQ

SERVICE & SUPPORT DOMESTIC/ABROAD

I am not sure if IQOS is the right thing for me. Can I try out the IQOS before I buy it?
Yes, you can test the IQOS with a non-binding, 30 day money back guarantee HERE.
Who should I contact if I have more questions?
For more information, please refer to IQOS CARE: Telephone: 0800 – 1114 767, available free of charge daily from 9am to 9pm.
Via the contact form here.
More communication options can be found in the support section.
What do I do if my device breaks while abroad?
You can refer to our international support in all countries where IQOS is available when replacing your defective device under warranty. Simply contact our international hotline by phone at +800 2559 2559. If the international hotline is not available, you can also contact us via phone at +41215478888. There is a fee for this line.
Please note that your device must be registered in order to replace it at no charge. If this is not the case, you can register your device in your customer account. At www.shopfinden.com, you can find all the locations where HEETS tobacco sticks are sold in your country of travel.
Who can I contact when on holiday?
When abroad, you can contact us via phone at +800 2559 2559 between 9am and 9pm, German time: If the international hotline is not available, you can also contact us by phone at +41215478888. There is a fee for this line. You can also reach us via our Live Chat on iqos.com, daily from 9am to 8pm.
Are there HEETS tobacco sticks in my destination country?
You can obtain HEETS tobacco sticks in the following countries:

EUROPE: Denmark, Germany, Croatia, Latvia, Lithuania, Austria, Poland, Switzerland, Slovakia, Czech Republic, Sweden, France, United Kingdom, Netherlands, Albania, Bosnia, Italy, Portugal, Spain, Bulgaria, Greece, Moldova, Romania, Cyprus (GRC), Northern Cyprus (TRNZ), Lebanon, Armenia, Israel, Kazakhstan, Palestine, Serbia, Russia, Ukraine.
AFRICA: Réunion, South Africa.
ASIA: United Arab Emirates, Japan, Malaysia, New Zealand, South Korea.
AMERICA: Curacao, Dominican Republic, Guatemala, Canada, Colombia, Mexico.
May I import IQOS and HEETS tobacco sticks into my destination country?
IQOS may be used outside of Germany according to the local provisions for tobacco products. Whether or not you are allowed to import HEETS tobacco sticks can vary from country to country. When traveling abroad, you should make yourself aware of the local import regulations. Please verify the quantity you may import into your country destination before departing. The exact regulations can be found on the embassy website of your travel destination.
Welcome to IQOS.
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