What is IQOS?
IQOS is a revolutionary device that heats rather than burns tobacco sticks, generating an aerosol that allows adult consumers to experience real tobacco taste, click here for more information.
What is meant by 'heating'?
The IQOS System includes an electronic Holder which heats a tobacco stick to no more than 350 degrees Celsius without burning it to create a nicotine-containing aerosol. In comparison, the tobacco in a combustible cigarette reaches a temperature of up to 900 degrees Celsius.
Where can I learn more about IQOS?
The best way to understand IQOS is through a 1-2-1 guided demonstration from one of our IQOS Coaches. To organise a convenient time to meet one of our experts please register here and we will be in contact.
Who can I contact with questions?
Registration & profile
I no longer want to receive information and commercial offers related to tobacco products. How can I do that?
Please go to your profile, click on and untick the box that says "I agree to receive information and commercial offers related to tobacco products “. Then, click on SAVE.
How can I delete my profile on IQOS.com?
How can I change my personal data if it has changed?
You can change your personal data via this website, go to your profile here or contact our contact centre.
Where can I buy the IQOS Device?
All products are available for purchase on this website. In order to purchase you will need to create a personal account. Please click here to complete your registration.
When will my order be delivered?
Standard delivery for metro areas in Auckland, Wellington and Christchurch
Order Monday to Friday before 3:00pm/delivery next business day between 8:00am and 6:00pm
Order Monday to Friday after 3:00pm/delivery within 2 business days between 8:00am & 6:00pm
Order Saturday and Sunday anytime/delivery Tuesday between 8:00am and 6:00pm
Standard delivery for non-metro and rural areas
Order Monday to Friday before 3:00pm/delivery 2-3 business days between 8:00am and 6:00pm
Order Monday to Friday after 3:00pm/delivery 3-5 business days between 8:00am and 6:00pm
Order Saturday and Sunday anytime/delivery 3-5 business days between 8:00am and 6:00pm
Express delivery for metro areas only in Auckland and Christchurch (limited to Metro areas only)
Order Monday to Friday before 1:00pm/delivery same day before 5:30pm
Note: Express Delivery is not available for orders after 1:00pm or Sat/Sun
Express delivery for metro areas only in Wellington (limited to Metro areas only)
Order Monday to Friday before 11:00am/delivery same day between 6:00pm and 9:00pm
Note: Express Delivery is not available for orders after 11:00am or Sat/Sun
Note: We do not guarantee that delivery will occur in accordance with the above assumptions. Neither a specific delivery day, nor a precise delivery time can be guaranteed. No delivery will take place on Sundays and public holidays. Please refer to the Courier Post website here for details on delivery options available for your address.
Are deliveries made on weekends or public holidays?
Yes we deliver on Saturdays for orders placed on Friday before 3pm. There is no delivery on public holidays.
What will happen if I can't personally receive the delivery?
If you are not available to sign for an item when our courier arrives, a ‘card to call’ will be left at the delivery address. The card will have details of when the delivery was attempted, tracking number & information on how to arrange redelivery or collection. Alternatively, the courier can deliver the parcel to any other 18+ adult at the same address. Please note, 18+ ID verification will be required upon delivery.
How do I ensure I get my parcel?
Send it to the location you will be at during the day, such as your home or workplace. If your chosen delivery point is your workplace, please ensure somebody over 18 is able to sign for the item when the courier arrives.
Make sure the receiver has valid identification at the time of delivery, such as a current drivers licence, passport, or hospitality NZ 18+ card containing a photo and date of birth. If you have specific instructions around access to your property please add delivery instructions when entering your address details in the order form on the website.
Can I deliver to a P.O. Box?
No, we require a physical address to deliver to because all our deliveries are Age Restricted. All Age Restricted deliveries are sent ‘Signature Required’ and are ‘No Authority to Leave’ (NO ATL). An orange identifier/ticket that indicates NO ATL will be applied to the delivery.
Can I have my order delivered overseas?
Deliveries are available only to customers who are residents in New Zealand and are at least 18 years old.
How do I track my shipment?
As soon as your order has been dispatched from our distribution centre, you will receive an email confirmation from Connect it, (IQOS.CIT3.5@IQOS.co.nz) you will find a Track & Trace number that will allow you to know exactly where your parcel is. In case of questions concerning your order, please contact our IQOS contact centre.
How do I return my shipment?
If you are having issues with your device, please contact our customer care team on 0800 810 433. If eligible for a replacement, there is no delivery charges to you for the goods being returned. We have taken care of that, we will send you a track pack/satchel to return the device. Please make sure you send only the device or component that you have identified as faulty.
Please place the device or component inside the track pack/satchel and seal it closed. There is no need to put your address on the package as the barcode has your details assigned to it.
Once your track pack/satchel is ready to go, you need to decide which return option is best for you. If you would like a courier to pick up the track pack from your home, please to call 0800 COURIER (0800 2687437) to organise a pick up. Alternatively you can drop the track pack off to one of the many NZ Post shops or Courier Post depots around the country. Please refer to www.nzpost.co.nz or www.courierpost.co.nz for more details around specific locations.
IQOS 14 Day Trial
What is IQOS 14 Day Trial?
Our IQOS 14 Day Trial allows you to experience the IQOS device for free (excludes $1 delivery costs) without obligation.
How much does it cost ?
It is absolutely free for the device. You will only need to pay for $1 delivery cost (non-refundable).
How does it work ?
- Complete your order on our IQOS website by choosing the IQOS Kit with the “14 Day Trial” tag on the top left.
- You will be notified once the kit has been shipped out. Please note that a signature is required for the parcel.
- Once you receive your IQOS kit, you will have 14 days to explore the device for free.
- A dedicated IQOS Coach will contact you to support your journey. You may also contact us on 0800 810 433 for assistance.
- Upon the end of the program, you have 2 options: to purchase or return the kit. We will contact you on Day 14 to confirm your decision.
- Should you decide to own the kit, we will automatically charge the cost to your registered credit card. You will be able to purchase it at an exclusive price.
- If you decide that IQOS is not for you, simply return the kit to us using the prepaid envelope provided. Please retain the ticket number for tracking and verification purposes in case the returned kit is lost in transit.
What is the IQOS 14 Day Trial return policy ?
We offer a 14 Day Trial. Should you decide that IQOS is not for you by Day 14, you may return your kit via the provided prepaid courier envelope, even if you have used the device.
Repair & service
What should I do in case I have issues with my IQOS device?
If you have any questions on the usage of your IQOS device, please contact our IQOS contact centre.
Does IQOS come with any kind of warranty?
All IQOS devices bought in New Zealand come with a 12 month warranty. To check if you qualify for a warranty replacement please contact our contact centre on 0800 810 433 or firstname.lastname@example.org.
How do I claim a warranty replacement?
If you are having trouble with your IQOS device please call our contact centre on 0800 810 433 from Monday to Friday between 9am and 6pm for troubleshooting, diagnostic and replacement services.
Warranty & legal
What’s the point in registering my device?
The advantage of registering your device is that we can track date of sale so you won’t need your receipt for a warranty claim. Devices are automatically registered on your behalf on dispatch or via our sales experts. If for some reason your device has not been registered to you please call our Customer Care Centre who can do it for you.
Who can I contact with questions?
Our dedicated contact centre is here for you:
0800 810 433
Working hours: Monday - Friday: 09:00 - 18:00
Visit us on our Facebook or Twitter, where you can ask questions about IQOS and find support if needed.
How to make a claim?
To make a claim under this warranty, please contact our contact centre on 0800 810 433.
- Ensure that you have your proof of purchase before making the call.
- In the absence of the proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the IQOS device components in question, based on its own records.
- Where an exchange takes place, then any replacement part becomes your property and the replaced part becomes the property of the entity which makes the exchange.
What is IQOS International Assistance program?
IQOS International Assistance is our new service where now you will be able to get assistance 24/7 in English or other local languages for topics such as trouble shooting and replacement while travelling to the following countries where IQOS is available:
Armenia, Bulgaria, Canada, Colombia, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, South Korea, Latvia, Lithuania, Moldova, Netherlands, New Zealand, Palestine, Poland, Portugal, Reunion, Romania, Russia, Serbia, Slovakia, Slovenia, South Africa, Spain, Switzerland, Turkish Cyprus, Ukraine, United Kingdom.
How to enroll for the International assistance program?
The service is automatically made available to you if your IQOS device has been registered to your customer registration. All you need is to have your customer and IQOS device registration in place.
If you are not registered, please take this opportunity to register yourself and your IQOS Charger and or Holder under ‘My Devices’ in your profile on nz.iqos.com
How to obtain and whom to contact for International assistance program?
If you need assistance while abroad, contact the international number* 0800 2559 2559
Connection limitations may apply with some mobile operators. In this unlikely event, please, use the number +41 21 547 88 88*
Calling 0800 2559 2559 from certain countries may require dialling extra number before 800. Please, consult your operators’ requirements before travelling.
*Certain charges may apply, please consult your operator for details.
Which International Assistance phone number can I call when I’m travelling overseas?
Canada 011 800 2559 2559 Columbia 009 800 2559 2559 Israel 014 800 2559 2559 Japan 001 010 800 2559 2559 (KDD) 0033 010 800 2559 2559 (NTT) 0041 010 800 2559 2559 (JT) 0061 010 800 2559 2559 (IDC) South Korea 001 800 2559 2559 002 800 2559 2559 (Datacom) 004 800 2559 2559 (Korea Telecom) Russia 810 800 2559 2559
What are the Terms & Conditions that will apply?
Service options, availability of IQOS device and its components, response, and delivery lead times may vary from country to country.
This service will not affect your statutory rights and rights under the IQOS Manufacturer’s Warranty, valid in New Zealand.
Where an exchange takes place, then any replacement part becomes your property and the replaced part becomes the property of the entity which makes the exchange.
IQOS device issues are defined in terms of material or workmanship when used in accordance with the IQOS User Guide.
The following are excluded from the service: a) damage caused by normal wear and tear; b) cosmetic damage (such as scratches, dents, broken plastic etc.); c) damage caused by misuse, power surge, improper handling, liquid contact or fire; d) malfunction due to use with non-compatible product; e) damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; f) damage or malfunction caused by failure to use as described in the associated IQOS User Guide.