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IQOS AUTO DELIVERY - FAQs

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

Additional information:
IQOS contains nicotine, which is a highly addictive substance. No sale to persons under the age of 18.
IQOS is not risk-free. For more details, read the Important Information on iqos.co.nz.
Signing up for IQOS Auto Delivery is simple. You can either:
  • Click ‘Get Started’ on the Auto Delivery page at iqos.co.nz and it will prompt you to log in to your IQOS account. Once you are logged in, it will take you straight to the section where you select your IQOS essentials.
  • Or simply follow these steps:
    1. Log in to your IQOS account at iqos.co.nz and click on ‘Auto Delivery’. This will take you to the Auto Delivery dashboard.
    2. Select your everyday essentials and how often you would like them to be delivered (fortnightly/monthly). Please note that minimum and maximum quantities apply.
    3. Select your favourite essentials and flavours.
    4. Choose your start date as this sets the date range for your first delivery.
    5. Click ‘Next step’ to add the plan to your shopping basket.
    6. Complete the checkout steps, which includes accepting our Terms and Conditions.
Sorry, but you may only have one IQOS Auto Delivery plan set up at any time. However, it’s easy to change, pause, or even cancel your plan at any time, right up to the Cut-Off Date displayed on your IQOS Auto Delivery account dashboard.
IQOS Auto Delivery has no lock-in period. It’s a completely flexible delivery arrangement that puts you in control, which includes changing, pausing, or even cancelling it at any time.

If you want to make any changes to your IQOS Auto Delivery plan, you must do this before the next order Cut-Off Date displayed on your IQOS Auto Delivery account dashboard.
You can easily make changes to your delivery address in the ‘Your Account’ section of your IQOS Auto Delivery account at iqos.co.nz. The delivery address must be within New Zealand.

You can also update or change your payment details at any time too. Simply do this in the ‘Payments’ section of your IQOS account.

To have effect before the next delivery, any changes to your IQOS Auto Delivery plan must be made before the Cut-Off Date displayed on your IQOS Auto Delivery account dashboard.
You can make changes to your IQOS Auto Delivery service at any time, right up until the Cut-Off Date. The Cut-Off Date is one day before we process your order, which is when we take payment and prepare your items for delivery. The Cut-Off Date is displayed at the top of your IQOS Auto Delivery account dashboard, right underneath your next delivery details.

Go to ‘My Order’ in your Auto Delivery dashboard and click ‘Edit’ to change:
  • Flavours
  • Quantities (within minimum and maximum limits)
  • Types of essentials including 3.5% or 1.6% VEEV pod options
  • Items in your order.
Go to ‘Your Account’ to change:
  • Delivery address (this must be in New Zealand)
  • Telephone number
  • Email address.

You can also update or change your payment details at any time. You can do this in the ‘Payments’ section of your IQOS account.

If you make changes to your order including the delivery address, this becomes your Standard Order. This order will be delivered to you at the registered address each fortnight or month depending on what you subscribe for.
Yes, because we understand that plans change. Rescheduling or skipping a delivery is easy to arrange:
  1. Log into your IQOS account at iqos.co.nz and click on ‘Auto Delivery’. This will take you to the Auto Delivery dashboard.
  2. At the top of your dashboard, you will see a ‘Reschedule or Skip’ button next to the details of your next delivery.
  3. Click on this and you will have the option to temporarily re-schedule a delivery date by bringing it forward or pushing it back by a week. You can even skip that scheduled order completely.
  4. If you are re-scheduling, just select the new delivery date range and save the changes. Please note this is only temporary, so any future deliveries will be delivered based on your Standard Order plan. Rescheduling does not change future deliveries.
  5. If you wish to skip your order, you may skip deliveries for up to 90 days. Once your skip period has ended, your IQOS Auto Delivery service will re-start automatically. The delivery schedule will be based on your current Standard Order.
  6. All changes need to be made prior to the Cut-Off Date, which is displayed on your Auto Delivery dashboard.
Remember, you can also modify what’s in your Standard Order, change the regular delivery date, update payment information, or even cancel it at any time at iqos.co.nz.
You can pay for your IQOS Auto Delivery by debit or credit card (Visa and Mastercard).

If you know your card is about to expire or wish to enter a new payment card, you can change your payment details at any time by logging into your IQOS account at iqos.co.nz.

You’ll receive a reminder every time your next order is due, which will include a prompt to check that your payment details are up to date. If you want to change payment information, just make sure it’s done before the Cut-Off Date displayed on your Auto Delivery dashboard.
Your debit or credit card will be charged on the same day that your Auto Delivery order is processed. This is either every 14 or 30 days, depending on your subscription. Payment is taken one day after the Cut-Off Date as we process your Standard Order for delivery.

If you’ve made changes to your delivery date, your payment date will change too.

We’ll send you a confirmation by email each time your order is processed and when your order has been shipped.
The price of your Auto Delivery order depends on the quantities and types of essentials that you order from us. Subject to minimum and maximum order quantities, you have full flexibility to decide what your order contains, and the price reflects this.

As you can modify your Standard Order, the final order amount may go up or it may go down. Just make sure any changes are done before the Cut-Off Date displayed on your IQOS Auto Delivery account dashboard.

For IQOS VEEV Pods, any discount depends on the number of pods in your plan. We will do our best to give you the best available price on iqos.co.nz as we process your order.

If your first Auto Delivery order includes VEEV pods and you have joined IQOS Rewards, you may be able to apply IQOS Rewards dollars against the price of those pods. The change in price depends on how many IQOS Rewards dollars you redeem.

Please note that due to the law, we cannot discount tobacco sticks or apply IQOS Rewards dollars against them.
The minimum quantity for VEEV pods is four per fortnightly delivery (ie 2 x 2-pod packs).

The maximum quantity for VEEV pods is ten per fortnightly delivery (ie 5 x 2-pod packs).

With tobacco sticks, simply choose what you want when setting up your order in the Auto Delivery dashboard.
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 with hyperlink will be provided so that you can see where your order is.

If you do not receive an email, please check your spam/junk folder in case it has been sent there. If you cannot find it, please contact our Customer Care team.
If your delivery doesn’t arrive, please get in touch with our Customer Care team on 0800 810 433 with your Track and Trace number so that we can help to resolve it.

If we cannot process payment for your IQOS Auto Delivery order, we will place your Auto Delivery subscription ‘On Hold’ and let you know by e-mail as we try to resolve this with you.

Where we cannot make delivery, for instance if it’s the wrong address, we will contact you by email but please be aware that it’s your responsibility to ensure your contact details are accurate. Please also note that any redelivery where we are not at fault will incur an extra fee.

We will try our best to make sure the products you have ordered are available. In the rare occurrence where we are out-of-stock for any product in your order, we will place your entire delivery ‘On Hold’. This is until we can successfully ship your order in full or if you choose an alternative product or flavour.
If your order or parts of your order are wrong, then please get in touch with our Customer Care team on 0800 810 433 and we will fix it. It is important that you do not open or consume any of the essentials supplied in error. If you do, then it will compromise your rights under the Consumer Guarantees Act. In the case of tobacco sticks, if any packs are opened, the Smoke-free Environments and Regulated Products Act 1990 requires us to take full payment for them. We have no choice in the matter.
If you have any concerns about the quality of what has been delivered to you then please get in touch with our Customer Care team on 0800 810 433 and we will remedy it.
You may cancel your IQOS Auto Delivery subscription at any time. Simply:
  1. Log into your IQOS account at iqos.co.nz and click on ‘Auto Delivery’. This will take you to the Auto Delivery dashboard.
  2. Select the ‘My Details’ tab.
  3. Click the ‘Cancel my IQOS Auto Delivery’.
If you intend to cancel IQOS Auto Delivery, you must do this before the Cut-Off Date displayed on your IQOS Auto Delivery account dashboard. If you do not, then your order may be processed for delivery and payment taken from your credit/debit card.

If you have any questions, then please call our Customer Care team.

If you wish to restart your IQOS Auto Delivery at any stage, you can log back into your account and click the Reactivate button. From here you can modify or create a new Standard Order for fortnightly or monthly delivery.
Sorry but your Auto Delivery subscription cannot be transferred or given to someone else.
Yes, you can reactivate it at any time. To reactivate IQOS Auto Delivery:
  1. Log in to your IQOS account on iqos.co.nz and click on ‘Auto Delivery’. This will take you to the Auto Delivery dashboard.
  2. Click on the ‘Reactivate’ button and your previous Auto Delivery subscription details will reappear.
  3. You can then edit your existing Standing Order. Just select your everyday essentials and how often you would like them delivered (fortnightly/monthly). Minimum and maximum quantities will apply.
  4. Choose your start date. This is the date range for your first delivery.
  5. Save the changes to add the plan to your shopping basket.
  6. Complete the checkout steps, which includes accepting the Terms and Conditions.
IQOS contains nicotine, which is a highly addictive substance. No sale to persons under the age of 18.