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FAQ

AUTO DELIVERY

Auto Delivery is a subscription plan service that allows you to have your everyday essentials delivered to you automatically on a fortnightly or monthly basis.

  1. Choose an Auto Delivery plan that best fits you:
    • Casual: Suitable for a social vaper or nicotine user
    • Regular: Suitable for a daily vaper or nicotine user
    • Flexible (Tobacco sticks): Pay based on what you choose.
  2. Set up your plan by selecting your everyday essentials and then choose how often you’d like them delivered.
  3. Add the plan to your shopping cart, go through the checkout process and finish setting up your Auto Delivery plan.

This will depend on the plan you choose.

  • Casual Plan: 5 pods per fortnight or 10 pods per month.
  • Regular Plan: 10 pods per fortnight or 20 pods per month.
  • Flexible Plan (Tobacco Sticks): You can choose options from our selected Tobacco Sticks Price List.

The amount of discount will depend on the plan you choose

  • Casual Plan: 20% discount for 5 pods per fortnight or 10 pods per month.
  • Regular Plan: 25% discount for 10 pods per fortnight or 20 pods per month.
  • Flexible Plan (Tobacco Sticks): No discount applies.

You can choose to have your pods delivered fortnightly or monthly:

  • Fortnightly: every 14 days
  • Monthly: every 30 days

Your credit card will be charged on the same day that each Auto Delivery order is processed (every 14 or 30 days).

You’ll receive a confirmation email each time your order is processed and when your order has been shipped.

You will receive an email confirmation from our delivery partner, Starshipit (noreply@notification.starshipit.com) once your order has been processed and shipped. A Track & Trace number and link will be provided so you can see where your parcel is. Please check your spam email if you do not receive a confirmation in your email in case it has gone in there.

You can cancel anytime. Just sign in to your profile, go to the Auto Delivery plan section and select “Cancel Auto Delivery. You have 24 hours before your next scheduled billing date to cancel and there are no cancellation fees.

It is important to let you know that you cannot change or amend your Auto Delivery preferences once you have subscribed. You will need to cancel your current Auto Delivery plan and set up a new plan with your updated requirements.

To cancel your current plan, please see “How do I cancel my Auto Delivery plan?”

To set up a new plan, please see “How do I sign up for Auto Delivery?”

To pause or take a break, simply cancel your existing plan then restart with a new plan anytime you want. You have 24 hours before your next scheduled billing date to cancel and there are no cancellation fees.

To cancel your current plan, please see “How do I cancel my Auto Delivery plan?”

To set up a new plan, please see “How do I sign up for Auto Delivery?”

You can view your plan information by logging into your profile at nz.iqos.com and clicking on ‘Auto Delivery’.

For your ongoing orders, we’ll send you a reminder up to 3 days before we are due to take payment from your debit/credit card.

You cannot change or amend your Auto Delivery preferences after you have subscribed. You will need to cancel your current Auto Delivery plan and set up a new plan with your updated requirements. You have 24 hours before your next scheduled billing date to cancel and then create a new plan. There are no cancellation fees.

To cancel your current plan, please see “How do I cancel my Auto Delivery plan?”

To set up a new plan, please see “How do I sign up for Auto Delivery?”

If we are unable to process payment for your Auto Delivery order for any reason, your Auto Delivery subscription will be cancelled by us. We will let you know by e-mail if this happens and provide options to try and resolve the problem.

You cannot change or amend your Auto Delivery debit/credit card details after you have subscribed. To change, you will need to cancel your current Auto Delivery plan and set up a new plan with your new debit/credit card details. You have 24 hours before your next scheduled billing date to cancel an existing card and change it to a new debit/credit card. There are no cancellation fees.

To cancel your current plan, please see “How do I cancel my Auto Delivery plan?”

To set up a new plan with a new credit card, please see “How do I sign up for Auto Delivery?”

Auto Delivery plans cannot be combined with any other promotional offers or special deals.

We will try our best to make sure the products you have ordered are available. However, if we are out of stock for any of the products in your order, your plan will be cancelled and you will not be charged.

We will contact you and let you know about alternative products are in stock (if any) and assist you with a new order if you wish to do so.

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