Frequently Asked Questions
Heat Not Burn Technology
Use of IQOS in holiday destinations
The inbound allowance for tobacco sticks are similar to cigarettes and may vary from one country to another.
Before leaving for vacation, please double check the allowances set by respective government agency in the country of your travel.
Customs authorities in the country of your destination may challenge the excess of the inbound allowance and could take the product, or even apply fines.
Travelers should check before traveling if entering with tobacco products in their country of destination is allowed.
Can I use IQOS indoors?
In the event IQOS™ is not expressly regulated, consumers should respect the rules and exercise common sense with respect to where and around whom they use the product.
The composition of the aerosol of this product is significantly different from that of the cigarette smoke.
A decision concerning the use in indoor public places will need to be made by the authorities.
On a plane: consumers should ask permission from airline staff. Most airlines currently do not allow smoking or usage of alternative tobacco products on their aircrafts.
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 tobacco sticks are not for minors (under 18 years). Please refer to Important Information section for details.
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.
Can I use cigarettes with IQOS device?
No you should not. IQOS device has been designed to work exclusively with tobacco sticks, and vice versa.
It is only by using both together that you can take full advantage of the benefits that the system provides and that have been proven by PMI science. All our studies are based on the use of IQOS with tobacco sticks.
If I have any further questions, who should I contact?
For any assistance, please, contact our Customer Care:
By phone: 800 413 413 Monday - Friday 8:00 am - 10:00 pm or weekends and holidays 10:00 am to 8:00 pm
By email: [email protected]
Other channels: connect with us on our Fasebook IQOS Czech Republic or Twitter.
You can also ask for assistance at the nearest IQOS store.
Is using IQOS safe or risk-free?
No, we can’t say that at this point. While switching completely to IQOS presents less risk to your health, IQOS is not risk-free and delivers nicotine, which is addictive. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether. However, switching completely to IQOS is a better choice than continuing to smoke.
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 emits on average 95% lower levels of harmful chemicals compared to cigarettes.*
Switching completely to IQOS presents less risk to your health than continuing to smoke.
Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.
* Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk.
If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.
IQOS 3 DUO
IQOS 2.4 Plus
IQOS 3 Multi
IQOS VEEV VAPE DEVICE
VEEV VAPE PODS
IQOS CLUB Terms and Conditions
How to buy
Where to buy IQOS and accessories?
Where to buy HEETS (tobacco sticks for IQOS)?
- In our e-shop at IQOS.com
- By telephone via the IQOS Customer Care Centre on tel.: 800 413 413
- In our IQOS STORE and IQOS POP-UP stores, a list of which can be found here.
- In more than 3,000 tobacconists - you can find the nearest store in STORE LOCATOR.
- We are constantly expanding the availability of our products. You can find the latest information in STORE LOCATOR.
Where can new users buy discounted registration offers?
The discounted price is valid only for newly registered users or registered users who have not yet used the discounted offer for IQOS sets. You can buy it in:
- In e-shop including the online IQOS Guide.
- In our IQOS stores, where you can check out the device. After purchasing it, you will have the QOACH program available.
- At the IQOS partner. Make an appointment online using the form here. During a personal meeting with the IQOS partner, you will have the opportunity to check out the device and even borrow it for free for up to five days (tobacco fillers will be offered to you at a special price for registered consumers).
- At selected tobacco stores - you can find the nearest one using our store locator by selecting the Devices filter. The availability of devices in individual sales channels may vary.
Orders and deliveries
Jak proběhne doručení objednávky z e-shopu?
IQOS zařízení pro nahřívání tabáku, IQOS příslušenství a tabákové náplně či zařízení pro vaping IQOS VEEV, IQOS VEEV příslušenství a VEEV nápln můžete objednávat na našem e-shopu v sekci OBCHOD. Pro nákup v e-shopu se musíte zaregistrovat nebo přihlásit.
Zboží z e-shopu Vám bude doručeno prostřednictvím kurýrní služby DPD PRIVATE. Obvyklá doba dodání zboží je 1 až 3 pracovní dny od dokončení objednávky, ve výjimečných případech se ale může stát, že to bude trvat až 5 pracovních dní.
Dopravné se službou DPD PRIVATE činí 50 Kč za zásilku, u objednávek v hodnotě vyšší než 1000 Kč máte nárok na dopravné zdarma!
How can I return a consignment?
If you want to return the goods ordered and thereby withdraw from the purchase agreement, please contact the IQOS Customer Care Centre or follow the instructions in our IQOS E-SHOP General Terms and Conditions.
You can use this form to withdraw from the purchase agreement: www.iqosclub.cz/odstoupeni_od_smlouvy.pdf
If you have any questions, you can contact us on the IQOS Customer Care Centre's toll-free number: 800 413 413 or by email at [email protected]
We are here for you on working days from 8:00 am to 10:00 pm and at weekends and on public holidays from 10:00 am to 6:00 pm.
Tobacco sticks and nicotine pods used with IQOS contain nicotine, which is addictive. Therefore using IQOS is not risk free. The best choice for consumers concerned about their health is to quit tobacco and nicotine use altogether.