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Are there any shipping costs for my delivery?
Your orders are always shipped at no charge.
How long does delivery take?
Delivery takes approx. 1-3 business days.
Can I track my package?
Yes. After you have submitted your order, we will send you a delivery confirmation with the tracking number and a link to track your delivery.
Can I also have my IQOS delivered to a Packstation?
Unfortunately, it is not possible to deliver to Packstations because of youth protection legislation.
Can I have my IQOS delivered abroad?
We can only deliver within Germany; unfortunately, delivery abroad is not possible.
I received a delivery confirmation, but my package has not arrived yet?
Because of the high demand, longer delivery times of up to a week can arise during promotions. Alternatively, you can track your shipment using the tracking number given in the delivery confirmation. Please note that in certain situations, it can take several days after sending the shipment information until the package is sent out.
My package is ready to be picked up at a post office. Can I have my package picked up by someone else who is of age and authorised to do so?
Unfortunately, no. You must pick up the package yourself because your identity will be verified when you pick it up at the post office.
In which cities is the express delivery available for a replacement?
The express delivery for a replacement is currently available in Berlin and Munich.
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