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        An IQOS ILUMA PRIME Pocket Charger and Holder.
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  • 562C2D68-971C-429B-AA1D-B87DA05127F8
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    • IQOS Devices Buy IQOS ILUMA
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    • Discover ILUMA
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    • Compare Devices
    Heated tobacco device held in hand
    Ready to boost your flavor? New TEREA Oasis Pearl, now available
  • Special Offers Refer a Friend, IQOS CLUB, and more
    • Special Offers
    • World of IQOS Be in-the-know of special offers, care and support for new and existing IQOS Users. T&Cs apply.
    • IQOS CLUB Exclusives Unlock a world of privileges made just for you. Join IQOS CLUB. T&Cs apply.
    • Refer a Friend* Get rewards for every successful referral. Legal age adult nicotine users only.
    15% OFF on your favorite TEREA variants from June 5-11, 2025.
    IQOS 6.6 SPECIAL 15% OFF on your favorite TEREA variants from June 5-11, 2025.
  • Try IQOS Get a special surprise on your 1st device
    • Try IQOS
    • Try now
    A new era of tobacco pleasure awaits with IQOS.
    Curious about switching? We’ll help you get started. Sign up to try IQOS and get a special surprise on your first device!
  • Curious about IQOS? Embrace the pleasures of the unexpected
    • Curious about IQOS?
    • Stay Curious Embrace the pleasures of the unexpected
    • Discover IQOS A new way to tobacco pleasure
    • IQOS heated tobacco Same cigarette satisfaction, new technology
    • Technology behind IQOS Discover Smartcore Induction System
    • Benefits of IQOS Switch to a better alternative
    • Backed by science Discover our latest innovations
    • Blog
    Embrace the pleasures of the unexpected
    Discover me A new way to tobacco pleasure
  • Get Support
    • Get Support
    • Help with your IQOS
    • First steps with IQOS
      • First steps with IQOS
      • IQOS ILUMA Prime First steps IQOS ILUMA Prime
        An IQOS ILUMA PRIME Pocket Charger and Holder.
      • IQOS ILUMA First steps IQOS ILUMA
        An IQOS ILUMA Pocket Charger and Holder.
      • IQOS ILUMA ONE First steps IQOS ILUMA ONE
        An IQOS ILUMA ONE.
      • IQOS ORIGINALS DUO First steps IQOS ORIGINALS DUO
      • IQOS ORIGINALS ONE First steps IQOS ORIGINALS ONE
      • BONDS by IQOS First Steps BONDS by IQOS
    • Troubleshooting
      • Troubleshooting
      • IQOS ILUMA Prime
        An IQOS ILUMA PRIME Pocket Charger and Holder.
      • IQOS ILUMA
        An IQOS ILUMA Pocket Charger and Holder.
      • IQOS ILUMA ONE
        An IQOS ILUMA ONE.
      • IQOS ORIGINALS DUO
      • IQOS ORIGINALS ONE
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562C2D68-971C-429B-AA1D-B87DA05127F8

Broken heating blade

    Accidents can happen. We will support you! 

    Most of the cases of a broken heating blade happen due to;

    • Exerting stress to the blade while cleaning the device
    • Twisting the tobacco stick in the device
    • Incorrect insertion of the cap to the device

    See the demonstration for the tips to avoid breaking the heating blade

    Through the accidental damage coverage offered by myIQOS, we may replace your device with no cost.  

Find out below to see your eligibility!
Display eligibility

Lights not turning on when the button pressed

    Your device might be OFF

    1. Press the button for 4 seconds to turn your device ON. Remember, the same action applies to turn it OFF as well.

After these steps, were you able to turn ON your device?
YES NO

Issue Resolved

    We are happy that your IQOS device issue is resolved! 

    Congratulations! We are happy that you can now continue enjoying IQOS.

    If you need any further support on your device, you can also visit our FAQs or contact IQOS Customer Care.

    We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of IQOS Stores

    IQOS CUSTOMER CARE

FINISH

Lights not turning on when the button pressed

    1. Ensure the optimal charging for your device;

    • Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
    • Refrain from charging with a laptop. This may also interrupt the charging.

    2. Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from distance. Do not use sharp objects to remove blockages as it may damage the port.

    3. Plug the device into a wall power outlet with the official IQOS power adaptor and cable

    • While it is being charged, the lights will be pulsing.
    • Seeing a light on a deeply discharged device may take up to 20 minutes. See the demonstration.

    4. Perform RESET for your device;

    i. Press the button for 10 seconds. Keep it pressed while all the lights dim out.

    ii. The RESET will be confirmed when all the lights briefly blinks white. 

After these steps, did your pocket charger start to be charged?
YES NO

Issue Resolved

    We are happy that your IQOS device issue is resolved! 

    Congratulations! We are happy that you can now continue enjoying IQOS.

    If you need any further support on your device, you can also visit our FAQs or contact IQOS Customer Care 

    We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of IQOS Stores

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Experience does not start (there is light, but no heating)

    Your device might not be charged enough

    1. Check the charge level of your device with a brief press on to the button.

    • The lights on the button should turn ON briefly to show the battery level (1 light=25%, 2 lights=50%, 3 lights=75%, 4 lights=full charge).

    2. Fully charge your device by plugging it into a wall power outlet with the official IQOS power adaptor and cable

    • While it is being charged, the lights will be pulsing. It takes 120 minutes to fully charge your IQOS ORIGINALS ONE.

After charging your device, were you able to use it?
YES NO

Issue Resolved

    We are happy that your IQOS device issue is resolved! 

    Congratulations! We are happy that you can now continue enjoying IQOS.

    If you need any further support on your device, you can also visit our FAQs or contact IQOS Customer Care

    We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of IQOS Stores

    IQOS CUSTOMER CARE

FINISH

Experience does not start (there is light, but no heating)

    Your device might need a RESET

    1. Perform RESET for your device;

    i. Press the button for 10 seconds. Keep it pressed while all the lights dim out.

    ii. The RESET will be confirmed when all the lights briefly blinks white. 

After these steps, were you able to use your device?
YES NO

Issue Resolved

    We are happy that your IQOS device issue is resolved! 

    Congratulations! We are happy that you can now continue enjoying IQOS.

    If you need any further support on your device, you can also visit our FAQs or contact IQOS Customer Care

    We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of IQOS Stores

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Blinking white light

    Your device might have been exposed to outside of operating temperature

    • Your IQOS is designed to operate between 0°C and 50°C
    • When it is exposed to too cold or too warm temperatures, you may need to let it cool down or warm it up in your pocket.

Visit “Get Support” section to learn further tips about the maintenance of your device.
Learn more

Blinking red light

    Your device’s heating blade might be broken

    1. Remove the cap completely.
    2. Visually check the heating blade to see if it is broken

Is your heating blade broken?
YES NO

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Blinking red light

    Your device software might need a RESET

    1. Perform RESET for your device;

    i. Press the button for 10 seconds. Keep it pressed while all the lights dim out.

    ii. The RESET will be confirmed when all the lights briefly blinks white. 

After these steps, is your device working?
YES NO

Issue Resolved

    We are happy that your IQOS device issue is resolved! 

    Congratulations! We are happy that you can now continue enjoying IQOS.

    If you need any further support on your device, you can also visit our FAQs or contact IQOS Customer Care 

    We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of IQOS Stores

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Blinking yellow light

    Your device needs to be charged

    1. Ensure the optimal charging for your device;

    • Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
    • Refrain from charging with a laptop. This may also interrupt the charging

    2. Plug the device into a wall power outlet with the official IQOS power adaptor and cable

    • While it is being charged, the lights will be pulsing. It takes 120 minutes to fully charge IQOS ORIGINALS ONE.

Visit “Get Support” section to learn further tips about the maintenance of your device.
Learn more

Problem inserting tobacco stick

    There might be remaining tobacco inside your device from the previous experience

    • After using a tobacco stick, some tobacco residues may remain in the device causing insertion issues. See the demonstration.
    • This usually happens when the device cap is not pulled up before removing the used tobacco stick.
    • In order to remove it, follow the below steps;

    1. Remove the cap from the device by sliding it up.

    2. Gently tap the cap to the table. Use an IQOS cleaning tool and cleaning stick and sweep the interior of the cap to remove the last bits of tobacco.

    3. Apply the same process with the device. Refrain from exerting stress to the blade

    4. Insert the cap back to the device correctly.

    • Watch the tutorial to learn more details on how to clean your IQOS ORIGINALS ONE

Visit “Get Support” section to learn further tips about the maintenance of your device.
Learn more

Device does not provide enough aerosol

    It might be the time to clean your device!

    • This may occur due to insufficient cleaning. In addition to the surrounding of your heating blade, you should clean the cap as well.
    • This will allow the aerosol to flow properly. Also, you should replace your device cap every 6 months
    • Follow the below steps to clean your device;

    1. Ensure to let your device fully cool down before you start cleaning (at least 30 seconds after the last use)

    2. Slide the cap off and tap out any loose tobacco.

    3. Open the rotating head of the cleaning tool and insert without twisting. Gently rotate three times and remove without twisting. Gently tap your device again for any remaining residue

    4. Open the sweeping head of the cleaning tool and align the position to the holder and the heating blade. Insert smoothly without twisting. Move sideways from left to right to remove the residue around the blade. Gently tap your device again for any remaining residue.

    5. Use cleaning sticks to clean inside the device without touching the heating blade. Clean also the inside of the cap from the bottom and the top.

    6. Refrain from applying too much pressure and touching the heating blade.

    7. Clean after each pack of the tobacco sticks to save the taste you like

    8. Watch the tutorial to learn more details on how to clean your IQOS ORIGINALS ONE

Visit “Get Support” section to learn further tips about the maintenance of your device.
Learn more

Physical Damage

    We are sorry your IQOS has got damaged.

Are you still able to use it with this physical damage? For example; can your device still heat the tobacco sticks?
YES NO

Not Covered

    We are sorry. The damage on your IQOS device is not covered by our warranty.

    Cosmetic damages (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage or failure caused by normal wear and tear of your device are excluded from voluntary warranty and myIQOS accidental damage coverage

    Our online store offers a wide range of accessories that could help you minimize the impact of the cosmetic damage.

    If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.

    IQOS CUSTOMER CARE

FINISH

Issue Resolved

    We are happy that your IQOS device issue is resolved! 

    Congratulations! We are happy that you can now continue enjoying IQOS.

    If you need any further support on your device, you can also visit our FAQs or contact IQOS Customer Care 

    We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of IQOS Stores

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Device cannot deliver up to 20 experiences

    [Knowledge only, NOT to communicate]

    A- The customer might not be using the device fully charged

    B- Customer’s device battery capacity might be degraded by time – which is normally out of warranty

    COMMUNICATE:

    • Your device is designed to deliver up to 20 experiences, only when it is FULLY Charged

    CONFIRM TOGETHER WITH THE CONSUMER:

    1. Advice to use the official IQOS power adaptor and cable, charge it through a wall power outlet (don't use laptop's USB ports).

    2. During charging, the lights on the device will pulse. When all lights automatically turn OFF while still plugged, it means your device has reached a full charge.

    3. This can be confirmed with a brief press and release of the pocket charger button. All 4 strip lights should be white.

    4. After these steps, now with a full charge, can the customer use the device for up to 20 experiences? Remember that a full charge of IQOS ORIGINALS ONE takes 120 minutes.

    DECIDE:

    • According to the above steps and the consumer’s claim, make the decision;

    a. Customer’s device can be used for up to 20 experiences, therefore, DO NOT replace.

    b. Customer’s device cannot be used up to 20 experience. Proceed with the next step communication.

Choose the option from the below to continue
I confirm that there is no need of replacement There might be a need of device replacement

Issue Resolved

    We are happy that your IQOS device issue is resolved! 

    Congratulations! We are happy that you can now continue enjoying IQOS.

    If you need any further support on your device, you can also visit our FAQs or contact IQOS Customer Care 

    We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of IQOS Stores

    IQOS CUSTOMER CARE

FINISH

Device cannot deliver up to 20 experiences

    Customer’s device battery capacity might be degraded by time – which is normally out of warranty

    COMMUNICATE:

    • As any other electronic devices, the battery performance of the device reduces over time. This is a normal situation for a battery performance on electronics.
    • The reduced battery performance may affect the capacity.
    • According to the electronics industry standards and our warranty terms, battery degradations are out of warranty.
    • However, our customer’s satisfaction is our top priority.
    • Let’s check if your device is still under warranty, if so, we may have the possibility to replace your device. 

Find out below to see the eligibility!
Display eligibility

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Inhalation experience duration is less than what it is designed for

    [Knowledge only, NOT to communicate]

    A- This might be an issue caused by wrong usage

    COMMUNICATE:

    • The device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first

    CONFIRM OR TEST TOGETHER WITH THE CONSUMER:

    1. Advice the customer to use the device fully cleaned. Watch the tutorials for “How to clean the device”

    2. Check if it happens once or intermittently. If this was the case, it’s likely to be an issue with the consumable and not the device. Heat sticks may or may not leave a stain once they have been used / No stain mark is not a sign the tobacco was not heated properly.

    3. Advice to test the puffs and inhalation duration.

    4. Advice to keep track of the time passed and the puffs while taking this test. The time it takes for the device on the initial heating (~ 20 seconds) is also considered to be part of the 6 minutes.

    5. Does it deliver experiences with 14 puffs OR around 6 minutes?

    DECIDE:

    • According to the above steps and the consumer’s claim, make the decision;

    a. Inhalation delivery duration and puffs are within acceptable limits, therefore, DO NOT replace.

    b. Inhalation delivery duration and puffs are out of acceptable limits. Proceed with the next step communication

Choose the option from the below to continue
I confirm that there is no need of replacement There might be a need of device replacement

Issue Resolved

    We are happy that your IQOS device issue is resolved! 

    Congratulations! We are happy that you can now continue enjoying IQOS.

    If you need any further support on your device, you can also visit our FAQs or contact IQOS Customer Care 

    We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of IQOS Stores

    IQOS CUSTOMER CARE

FINISH

Inhalation experience duration is less than what it is designed for

    COMMUNICATE:

    • Our customer’s satisfaction is our top priority.
    • Let’s check if your device is still under warranty, if so, we may have the possibility to replace your holder.

Find out below to see the eligibility!
Display eligibility

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

I couldn’t find my issue amongst these options

    When your IQOS is not functioning as expected, usually some generic steps help to resolve the issue. Let’s start with charging.

    1. Ensure the optimal charging for your device;

    • Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
    • Refrain from charging with a laptop. This may also interrupt the charging.

    2. Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from distance. Do not use sharp objects to remove blockages as it may damage the port.

    3. Plug the device into a wall power outlet with the official IQOS power adaptor and cable

    • While it is being charged, the lights will be pulsing.
    • Seeing a light on a deeply discharged device may take up to 20 minutes.
    • Check the charge level of your device by a brief press on to the button. The lights on the button should turn ON briefly to show the battery level (1 light=25%, 2 lights=50%, 3 lights=75%, 4 lights=full charge)
    • It takes 120 minutes to fully charge IQOS ORIGINALS ONE.

After the steps for the charging, is your issue resolved?
YES NO

Issue Resolved

    We are happy that your IQOS device issue is resolved! 

    Congratulations! We are happy that you can now continue enjoying IQOS.

    If you need any further support on your device, you can also visit our FAQs or contact IQOS Customer Care 

    We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of IQOS Stores

    IQOS CUSTOMER CARE

FINISH

I couldn’t find my issue amongst these options

    A thorough cleaning of your device may help!

    1. Perform cleaning for your device

    • Always use IQOS original cleaning tool and sticks
    • Clean your device including the cap
    • Change your cap every 6 months
    • Watch the tutorial for “How to clean the device”

After the cleaning, is your issue resolved?
YES NO

Issue Resolved

    We are happy that your IQOS device issue is resolved! 

    Congratulations! We are happy that you can now continue enjoying IQOS.

    If you need any further support on your device, you can also visit our FAQs or contact IQOS Customer Care 

    We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of IQOS Stores

    IQOS CUSTOMER CARE

FINISH

I couldn’t find my issue amongst these options

    Let’s try with a RESET

    1. Perform RESET for your device;

    i. Press the button for 10 seconds. Keep it pressed while all the lights dim out.

    ii. The RESET will be confirmed when all the lights briefly blinks white. 

After the RESET, is your issue resolved?
YES NO

Issue Resolved

    We are happy that your IQOS device issue is resolved! 

    Congratulations! We are happy that you can now continue enjoying IQOS.

    If you need any further support on your device, you can also visit our FAQs or contact IQOS Customer Care 

    We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of IQOS Stores

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Great!

Enjoy using your IQOS

DONE

 



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