Frequently Asked Questions
Delivery can take between 2 to 5 working days, depending on your city.
It is an online tool on iqos.com that allows you to quickly troubleshoot your IQOS device, if you are facing issues. It allows you to get an instant diagnosis, followed by instructions for what to do next. It will give you the answers you need in no time when it comes to fixing your device or notify you whether you’re eligible for a device replacement via our courier service or an IQOS Click & Collect partner store.
If your IQOS is accidentally damaged, visit one of the IQOS Authorized Partners to troubleshoot your device and collect your replacement device* instantly, if eligible.
Tamimi Qurtoba in Riyadh
Tamimi Khaleej in Dammam
Farm Jareer in Jeddah
Find the exact location on our store locator.
Yes, you can replace your device at one of our IQOS Click & Collect partner stores by following a few easy steps.
- Login in on iqos.com
- Go to your account and choose the tab ‘my devices’ in the left pane.
- Select the registered part of your IQOS device (Holder or Charger) that has an issue and click ‘Diagnose a problem’
- Follow the steps to troubleshoot your device. You will either be able to fix the issue instantly or be notified that you are eligible for a device replacement.
- In case you are eligible for a device replacement (Holder or Charger), you will be asked to choose your preferred method. Under ‘Shipping method & place order’, you can select the Click & Collect option and then choose the IQOS Click & Collect partner store where you can take your device to be replaced.
Yes, our international support helpline is on hand to support you whether you are on holiday or on a business trip. Should you have any issues with your IQOS in a country where it is available, the helpline can answer your questions, help you fix your device or direct you to the nearest IQOS store for more support.1
1Service options, IQOS device and its components’ availability, response and delivery times may vary according to the country.