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.
If you are not available to sign for an item when our courier arrives, your order will be returned and moved onto the next available courier for standard delivery. 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.
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 the business name is provided and 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.
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.
As soon as your order has been dispatched from our distribution centre, you will receive an email confirmation from Starshipit (noreply@notification.starshipit.com). Your confirmation email includes a Track & Trace number that will allow you to know exactly where your parcel is. Should you have any questions about your order, please contact our Customer Care team. You can reach us using one of the following options:
Phone: 0800 810 433 (Monday to Friday 9AM to 6PM)
Email: contact@iqos.co.nz
Live chat: Click on the black chat icon at the bottom right on this page to get in touch (Monday to Friday 9AM to 6PM).
If you are having issues with your device, please contact our Customer Care team on 0800 810 433. If your device is eligible for a replacement, 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.
Once your track pack/satchel is ready to go, you decide which return option is best for you. If you would like a courier to pick up the track pack from your home, please 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.
The premium delivery service IQOS NOW is available on Saturdays and Sundays for metro areas in Auckland only.
There are no deliveries on public holidays.
- Standard delivery for metro areas in Auckland, Wellington and Christchurch
- For orders placed Monday to Friday before 3:00PM - delivery next business day between 8:00AM and 6:00PM
- For orders placed Monday to Friday after 3:00PM - delivery within 2 business days between 8:00AM and 6:00PM
- For orders placed on weekends delivery Tuesday between 8:00AM and 6:00PM
- Standard delivery for non-metro and rural areas
- For orders placed Monday to Friday before 3PM - delivery 2-3 business days between 8AM and 6PM
- For orders placed Monday to Friday after 3PM - delivery 3-5 business days between 8AM and 6PM
- For orders placed on weekends - delivery 3-5 business days between 8AM and 6PM
- Premium delivery - IQOS NOW - metro areas in Auckland
- Orders placed on weekdays 8AM-3PM will be delivered within 3 hours
- Orders placed on weekends 10AM-3PM will be delivered within 3 hours
- All orders placed after 3PM will be dispatched the following day
- Premium delivery – IQOS NOW - metro areas in Christchurch
- Orders placed on weekdays 8AM-3PM will be delivered within 3 hours
- All orders placed after 3PM will be dispatched the following day
- Premium delivery is not available on weekends.
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 public holidays. Please refer to the Courier Post website here for details on delivery options available for your address.
All products are available to buy on this website. In order to purchase, you will need to create a personal account. Please click here to complete your registration. Certain products are also available in selected retail stores around New Zealand. Click here to locate the closest store to you.
No, deliveries are available only to customers who are residents in New Zealand and are at least 18 years old.
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