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Orders and Commercial Information
Where can I buy HEETS?
You can call our call center on 1-800-500-555 and our agents will assist you
I see that IQOS devices, accessories and HEETS are shipped from countries with reported laboratory-confirmed COVID-19 cases. Do I have a higher chance of getting coronavirus from products shipped from these countries?
According to health authorities like the World Health Organization and the U.S. Food and Drug Administration, there is no evidence to support the transmission of the coronavirus through imported goods.
What do I do if my device is broken?
We care about offering you the best possible IQOS experience while our store is closed. In case you have issues with your IQOS device, please first use the self-service support available to help solve the problem with your device. Alternatively, you can contact our Call Center, where an agent will assess the situation and either help you fix it or offer device replacement options including home delivery or pick up location.
How does the free shipping work?
We will bring your IQOS products to you free of charge as soon as we can depending on your location.
How do I contact the call center?
We are here for you – please contact us through the following channels
Customer Care call center 1-800-500-555
Facebook care page facebook.com/iqos.pse
What do I do if I have an issue with my device?
In case you have any problems with your IQOS please contact our call center and we will find, together with our agents, the most suitable and possible solution to replace your device.
What is the best way to clean my IQOS?
Wipe the outside of the Charger and the Holder with a wipe containing 62–71% ethanol. Dispose of the used wipes in a bin.
Next, thoroughly clean the blade, the inside area of the holder surrounding the blade and the cap with the dedicated IQOS cleaning sticks. Dispose of the used sticks in the bin with the wipes.
In which countries is IQOS available?
IQOS is available in the following countries*: [use the pmi.com as a reference source of the worldwide availability]
Where can I buy HEETS?
You can call our call center on 1-800-500-555 and our agents will assist you
I see that IQOS devices, accessories and HEETS are shipped from countries with reported laboratory-confirmed COVID-19 cases. Do I have a higher chance of getting coronavirus from products shipped from these countries?
According to health authorities like the World Health Organization and the U.S. Food and Drug Administration, there is no evidence to support the transmission of the coronavirus through imported goods.
What do I do if my device is broken?
We care about offering you the best possible IQOS experience while our store is closed. In case you have issues with your IQOS device, please first use the self-service support available to help solve the problem with your device. Alternatively, you can contact our Call Center, where an agent will assess the situation and either help you fix it or offer device replacement options including home delivery or pick up location.
How does the free shipping work?
We will bring your IQOS products to you free of charge as soon as we can depending on your location.
How do I contact the call center?
We are here for you – please contact us through the following channels
Customer Care call center 1-800-500-555
Facebook care page facebook.com/iqos.pse
What do I do if I have an issue with my device?
In case you have any problems with your IQOS please contact our call center and we will find, together with our agents, the most suitable and possible solution to replace your device.
What is the best way to clean my IQOS?
Wipe the outside of the Charger and the Holder with a wipe containing 62–71% ethanol. Dispose of the used wipes in a bin.
Next, thoroughly clean the blade, the inside area of the holder surrounding the blade and the cap with the dedicated IQOS cleaning sticks. Dispose of the used sticks in the bin with the wipes.
In which countries is IQOS available?
IQOS is available in the following countries*: [use the pmi.com as a reference source of the worldwide availability]