FORGOT PASSWORD?


Continue with login
OR

FAQ

SHIPPING & DELIVERY

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. Certain products are also available in selected retail stores around New Zealand. Click here to locate the closest store to you
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.
What if I change my mind about my purchase?
Please choose carefully as we do not have to provide a refund if you have changed your mind about a particular purchase.
This site contains information on a product containing tobacco and is reserved for smokers over 18 years old residing in New Zealand.
Are you 18 years or older and a smoker?
Check
You must be 18 or over to access materials on this site