Frequently Asked Questions
Heat Not Burn Technology
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 3 Multi
IQOS 2.4 Plus
IQOS CLUB Terms and Conditions
How does IQOS work
Is the red light flashing on your IQOS or your pocket charger?
A flashing red light on the IQOS charger or the IQOS holder may indicate a fault. The first step we recommend is to restart your device.
Why do tobacco sticks taste different compared to my normal brand of cigarettes?
Because the tobacco only heats up and does not burn, IQOS does not create smoke but an aerosol, composed mainly of water, glycerin and nicotine. As regards harmful components, compared to cigarette smoke, the IQOS system significantly reduces the levels of harmful and potentially harmful substances occurring in the aerosol that the user inhales. Using IQOS is not without risk, however, and the best way to reduce the health risks associated with tobacco is to completely stop using tobacco products.
Is IQOS a nicotine-containing electronic cigarette?
IQOS does not contain liquid nicotine but real tobacco. It is not an electronic cigarette but a unique system, which only heats the tobacco rather than burning it, creating an aerosol that tastes like real tobacco. It contains nicotine, which is naturally found in the tobacco contained in tobacco sticks, and nicotine is addictive.
What types of substance does the aerosol contain?
Because the tobacco only heats up and does not burn, IQOS does not create smoke but an aerosol, composed mainly of water, glycerin and nicotine. Compared to cigarette smoke, the IQOS system significantly reduces the levels of harmful and potentially harmful substances in the aerosol that the user inhales. Using IQOS is not without risk, however, and the best way to reduce the health risks associated with tobacco is to completely stop using tobacco products.
After pressing the device power button, a small amount of aerosol came out of the IQOS. Is that normal?
Once the heating process has started, it is possible that a small amount of aerosol will come out of the IQOS. That is entirely normal. You may also notice that a small amount of aerosol is emitted from the charger when you start the electronic cleaning process.
What is the plastic strip inside the tobacco stick filter for?
The crimped film inside the filter space in the tobacco sticks is specially designed to remove excess water vapour from the aerosol, so that it is pleasant to inhale.
Can I use my normal brand of cigarettes in the IQOS holder?
No. IQOS is designed to be used exclusively with our patented tobacco sticks. Cigarettes cannot be used in the IQOS system.
How to buy
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 at a recommended retail price of CZK 1,290 (IQOS 2.4 Plus only) - 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.
How do I get rewards for IQOS recommendations?
Members of the IQOS CLUB can obtain rewards for recommending IQOS to adult smokers they know and can also provide them with a discount code to buy their IQOS devices. Please have a look at our IQOS CLUB for more information.
Orders and deliveries
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.