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SHIPPING & RETURNS

Courier and Delivery Address:

Philip Morris has appointed third parties to provide courier and logistics services (“Courier”), to fulfil the delivery of orders for this Website. The Courier is in addition to this responsible for the compilation, packaging and billing. The ordered Products will be delivered by the Courier to the User’s place of residence in New Zealand as specified on the order confirmation (“Delivery Address”).

Acceptance of delivery and age verification:

Delivery is limited to New Zealand only. Confirmed orders will be delivered to the Delivery Address. You must ensure that you, or a person authorized by you who is over the age of 18 years, is available at the Delivery Address to accept delivery of any Products. We (and/or our Courier) may refuse to complete a delivery if we (or our Courier) has reasonable grounds to believe that the delivery would have the effect of supplying a Product to persons under 18 years of age. We (and/or our Courier) may require a person to provide proof of their age for the purposes of completing this age verification. We (and our Courier) may assume that the person accepting delivery of the Products at the Delivery Address is authorized by you to accept the Products. If no person is present at the Delivery Address to accept the Products, the delivery will not be made.

Failed Deliveries:

In the event that delivery has been attempted and has failed our Courier will attempt to redeliver the Products. Where such redelivery is unsuccessful, and you fail to collect the Products in accordance with our Courier’s instructions, the Products will be returned to us.

Delivery costs:

Standard Delivery:
$4.00 (order under $50.00)
Free (orders over $50.00)

Express Delivery:
$16.50 (all orders)

Premium Delivery with IQOS NOW:
Delivery within 3 hours – Auckland Only
$10 per order

How do I track my order?

Once your order is picked up from our depot you will receive an email link from “InaRush” where you can live track your order all the way to your door.

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
Order Saturday and Sunday anytime/delivery next business day between 10:00am and 5:30pm

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.

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.

How do I return my device if broken?

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 (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.

How do I claim a warranty replacement?

If you are having trouble with your IQOS device please call our Customer Care Centre on 0800 810 433 from Monday to Friday between 9am and 6pm for troubleshooting, diagnostic and replacement services.

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