Welcome to FAQs
IQOS is an alternative to cigarettes for 21+ year-old adults who would otherwise continue to smoke or use other nicotine products.
IQOS ORIGINALS device is a tobacco heating device that heats tobacco instead of burning it. IQOS ORIGINALS uses HEETS tobacco sticks.
However, IQOS is not risk-free and provides nicotine, which is addictive.
To learn more about IQOS, you need to register on the website. Once you have passed age and identity verification and accepted the terms and conditions, you can create an account and sign up for updates from us.
HEETS are tobacco sticks designed to be used exclusively with the IQOS ORIGINALS device.
Like to learn more? Once you have passed age and identity verification and have accepted the terms and conditions, you can sign up for updates from us and receive more information.
IQOS is currently available in Austin, TX and surrounding areas. We offer the following purchase options for IQOS and HEETS in the Austin area.
Online: Same-Day Delivery available for select areas.
IQOS will be coming soon to Fort Lauderdale, FL.
If we’re not in your area yet, unfortunately you won’t be able to purchase IQOS or HEETS. We're moving fast and can’t wait to introduce you to IQOS.
We’ll update these FAQs as fast as we can with new information, but for the most up-to-date info, chat with an IQOS Care Expert.
Yes. With our 14-Day Trial, you can take home an IQOS device, plus all the varieties of HEETS, and see for yourself the difference that IQOS makes in your life. Love it? Keep it. If not, no worries and no commitment—return shipping is on us.
Once you have passed age and identity verification and joined the IQOS Circle, we will send you the latest info and updates. Being an IQOS Circle member means you will be among the first to know about anything and everything IQOS. Also, you can follow us on our own social media channels to learn more about IQOS and stay in the loop.
To join the IQOS Circle and receive updates from IQOS, you must have an account.
Creating an account only takes a few minutes.
You can either do it yourself at IQOS.com or with the help of an IQOS Care Expert.
To do it yourself, you’ll need to provide your phone number so we can verify your age and identity. As a first step we will send you a one-time password either by text or phone call.
If your age and identity cannot be verified via phone match, you’ll be prompted to verify your age another way. Once you have your one-time password, enter it and set up your account with your legal first name, legal last name, date of birth, and email address.
After age and identity verification is complete and your account is set up, you’ll have full access to the IQOS.com website. From this point on, you can access it with the phone number registered to your account without verifying your age again.
We’re happy to say that IQOS has launched in the U.S. and is rolling out city-by-city. Right now, IQOS is only available for purchase in Austin, Texas and surrounding counties. At this time, we have not enabled registration/account creation outside of the states listed below.
-Texas
We’re excited to bring IQOS to your state and will be there ASAP. To be the first to know where IQOS is rolling out, follow us on our Facebook, Instagram and/or X.
We are committed to communicating in a responsible manner and only with adults who are 21+ years old and who already smoke or use nicotine products. Minors should not have access to tobacco or nicotine-containing products in any form. IQOS is also not for pregnant women or people with heart problems or who are diabetic.
Before we provide you with any information about any of our products, we must ensure that you’re:
- at least 21 years old
- currently a smoker or nicotine user
- have passed the age and identity verification process
The simplest method to verify your age is to create an account with us.
To create an account, you need to:
- input your phone number
- read and accept the T&Cs
- receive a one-time password
- sign in with the one-time password
- fill in your legal first name, legal last name, date of birth and email address
- we will verify everything and create an account in our system so you can access the website
Your personal information will be collected and processed in accordance with our Privacy Notice.
We must verify your phone number. This is how you’ll enter the website after registration. The good news is, you’ll never need to remember a password. We’ll send one-time passwords to your phone so you can get in.
We need the rest of your details because we compare that information against independent, competent and reliable data sources, such as public records, to confirm you are who you say you are and that you’re of legal age to purchase nicotine products (21+).
If we can’t verify your data this way, we can do it another way, which will require you to have a government-issued ID (see below) on hand.
Documents we accept to prove identity and age:
- Valid, undamaged U.S. passport book or passport card
- In-state, fully valid driver's license, or enhanced driver's license with photo
- Government employee ID (city, county, state, or federal)
- U.S. Permanent Resident Card (Green Card)
- Current (valid) foreign passport
The identification documents listed are the most commonly accepted forms of identification. However, we reserve the right to accept other forms of identification as deemed appropriate. Information regarding accepted forms of identification will be regularly updated and maintained.
You may not pass the age verification if your information is incomplete, incorrect or we couldn’t match what you provided (legal first name, legal last name, phone number, ID, etc.) with competent, publicly available databases to confirm your identity and age.
You can log in to your account by entering the phone number you used for registration on the log-in screen and clicking “Continue.” The system automatically recognizes if you have an account or not.
Then, enter the one-time password that you will receive.
Without the phone number you used at the registration, you won’t be able to access the website.
If we can't verify your address, we won't be able to process your order. If you don't receive an email confirmation from us, please reach out to our customer care team at 1-844-275-4767.
