FAQ

Heat Not Burn Technology

• Is using IQOS safe or risk-free?

  No, we can’t say that at this point. IQOS is not risk-free and delivers nicotine, which is addictive. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether. However, switching completely to IQOS is a better choice than continuing to smoke

• Is nicotine harmful?

  Nicotine is addictive. However, it is not the main cause of smoking related diseases. IQOS delivers nicotine in a comparable way to cigarettes. Our clinical studies show that the amount and rate of nicotine absorbed when using one tobacco stick with IQOS is comparable to that of smoking one cigarette.

• How do you measure IQOS emissions, which you claim are reduced on average by 95% compared to the smoke of a 3R4F cigarette?

  The percentage refers to the average reduction of the levels of certain constituents prioritized for action by renowned public health organizations such as the WHO and the US FDA found in IQOS tobacco vapor compared to the smoke from a 3R4F reference cigarette. To this effect, we collect the tobacco vapor and smoke under the Health Canada Intense machine-smoking regime (55 mL puff volume, 2 second puff duration, 30 second interval puff) using a comparison on a per stick basis. Reduction calculations exclude nicotine

• What is the totality of evidence you refer to when claiming that switching to IQOS presents less risk than continued smoking?

  The totality of evidence includes PMI’s clinical data (we conducted 10 clinical studies with thousands of participants in the US, UK, Japan and Poland), aerosol chemistry, and data from 18 nonclinical studies. The totality of evidence demonstrates that switching completely to IQOS, while not risk-free, presents less risk of harm compared with continuing to smoke cigarettes

• How do you measure the number of IQOS users?

  We use PMI Financials or estimates, IQOS user panels and PMI Market Research. The number of total users we report refers to IQOS users for whom PMI HeatSticks represent at least 5% of their daily tobacco consumption over the past 7 days, while the number of people we estimate have completely quit cigarette smoking refers to IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

• What is this 3R4F cigarette you refer to?

  It is a cigarette independently designed by the University of Kentucky in the US for scientific research purposes. It is a comparator commonly used in tobacco research, which allows the data of a given study to be compared to that of another study. 3R4F research cigarettes are not commercially available to consumers. 

• What kind of product is IQOS?

  IQOS is an alternative for adult smokers who would otherwise continue to smoke or use other nicotine products and want to enjoy real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It is not for people who have quit smoking or have never smoked.

  IQOS is our most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release a flavourful nicotine containing vapour.

  IQOS and HEETS tobacco sticks are not for minors (under 18 years). Please refer to Important Information section for details.
  https://www.iqos.com/products/important

• Will IQOS help me quit smoking?

  No. IQOS is not a smoking cessation device or intended as a device to quit smoking.

  If you are concerned about the health effects of smoking, your best option is to quit tobacco use altogether.

• Does IQOS produce smoke?

  No, IQOS does not produce smoke because it does not burn tobacco. It generates a tobacco vapour that is what you see when using IQOS.

• Can I use cigarettes with IQOS device?

  No you should not. IQOS device has been designed to work exclusively with HEETS tobacco sticks, and vice versa.

  It is only by using both together that you can take full advantage of the benefits that the system provides and that have been proven by PMI science. All our studies are based on the use of IQOS with HEETS tobacco sticks.

• If I have any further questions, who should I contact?

  For any assistance, please, contact our Customer Care:
  By phone: 1245 Monday- Friday 08:00 - 20:00
  By email: contact.lb@iqos.com
  Other channels: Fb @Iqos.lb

• What is the difference between cigarettes and IQOS?

  IQOS is a better alternative to smoking because it heats tobacco instead of burning it. It provides real tobacco taste without fire, ash or cigarette smoke, and less smell.

  IQOS emits on average 95% lower levels of harmful chemicals compared to cigarettes.*

  Switching completely to IQOS presents less risk to your health than continuing to smoke.

  Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

  * Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk.

  If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

• Can I use IQOS indoors?

  In the event IQOS™ is not expressly regulated, consumers should respect the rules and exercise common sense with respect to where and around whom they use the product.
  The composition of the aerosol of this product is significantly different from that of the cigarette smoke.
  A decision concerning the use in indoor public places will need to be made by the authorities.

  On a plane: consumers should ask permission from airline staff. Most airlines currently do not allow smoking or usage of alternative tobacco products on their aircrafts.

• Use of IQOS in holiday destinations

  The inbound allowance for tobacco sticks are similar to cigarettes and may vary from one country to another.

  Before leaving for vacation, please double check the allowances set by respective government agency in the country of your travel.

  Customs authorities in the country of your destination may challenge the excess of the inbound allowance and could take the product, or even apply fines.

  Travelers should check before traveling if entering with tobacco products in their country of destination is allowed.

IQOS Devices

• Is IQOS safe as an electronic device?

  IQOS Holder and Pocket Charger are designed to be safe, as electronic devices, when used in accordance with the instructions in the User Guide.
  They both comply with the EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.
  For more details refer to the User Guide.

• What are the optimal IQOS storage conditions?

  Keep IQOS away from water, direct sunlight and/or heat.
  Do not leave IQOS device for extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.

• What should I do if my IQOS device is not functioning?

  If your IQOS is not working, simply perform a reset.  
  Still no luck? Please contact Customer Care 1245 Fri-Mon 8:00 to 20:00 or by email:  Contact.lb@iqos.com

  If your IQOS device is not working, simply perform a reset.
  Still no luck? Please contact Customer Care on 1245 Monday- Friday 08:00 - 20:00; contact.lb@iqos.com; Fb @iqos.lb or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

• How to clean my IQOS?

  You can easily clean your IQOS™ Holder and Cap in few steps:
  IQOS Holder:
  • Prepare
  1. switch off your IQOS Holder
  2. wait for at least 30 seconds to cool down the blade
  3. remove the cap
  4. slide open your IQOS Cleaning Tool and check if it is not deformed and free of particles
  • Insert
  1. with a straight and gentle gesture, insert the IQOS Cleaning Tool till it touches the bottom of the heating chamber
  2. do not twist yet
  • Clean
  1. without any further pushing pressure, gently twist IQOS™ Cleaning Tool 2-3 times
  2. stop twisting, and extract the Tool straight from the Holder
  3. gently tap the Holder and the Cleaning Tool to remove the tobacco residuals

  • Finalize – use the IQOS™ Cleaning Sticks as a finishing touch.

  1. insert the IQOS™ Cleaning Stick straight along the chamber
  2. do not push or hit against the blade
  3. do not attempt to clean the blade
  4. in case IQOS™ Cleaning Stick is blocked, do not force. Simply use again the IQOS Cleanig Tool and repeat the above steps.
  IQOS Cap:
  1. Clean the inside of the IQOS™ Cap from the top with the IQOS™ Cleaning Sticks
  2. Clean the bottom of the Cap with the IQOS™ Cleaning Tool:
  a. Insert the IQOS™ Cleaning Tool till it touches the bottom of the Cap
  b. Without extra push, gently twist the IQOS™ Cleaning Tool 2 - 3 times
  c. Stop twisting, and gently tap both the cap and the IQOS™ Cleaning Tool to remove tobacco residuals.

• How to clean the IQOS Cleaning Tool?

  Gently tap the IQOS™ Cleaning Tool on a surface and use a cloth to get rid of the residues.
  Do not clean it with water to avoid any humid contact with the electronics of the IQOS™ Holder.

   

• How often should I clean my IQOS?

  To ensure optimal taste, we recommend cleaning your IQOS™ once a day. You can clean even more frequently if you feel to.
  A regular cleaning of your IQOS™ will make the cleaning process quick and smooth.
  Only use IQOS™ original cleaning tools to clean your IQOS™.

IQOS 3 DUO

• Is the warranty different for this product?

  Current warranty duration applies (as for standard device versions)
  [Same variant replacement is subject to stock availability]"

• May I use this customized device with IQOS™ 3/ DUO charger?

  Yes, functionality of the product is the same.

• What is the price of the offer?

  LBP 590,000

• How can I check the charge level of the battery?

  To check the charge level of the IQOS 3 Duo Pocket Charger, press & release the Pocket Charger Button.

  The Pocket Charger Status light will turn ON for 3 sec to indicate battery status:
  4 LEDs = more than 75% charged
  1 LED = low charge. Need to charge

• How long does it take to fully charge the device?

  It takes approximately 120 minutes to fully charge the IQOS 3 DUO Pocket Charger from an electrical outlet. Only charge IQOS 3 DUO device using IQOS AC Power Adaptor and USB cable.

• Should I always fully charge my Pocket Charger battery?

  IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage.
  If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.
  The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.

• Can I charge IQOS 2.4/2.4+ Holder with the IQOS 3 DUO Pocket Charger and vice versa?

  No, the new IQOS 3 DUO Pocket Charger is only compatible with IQOS 3.
  If you insert the IQOS™ 2.4+ Holder into the IQOS 3DUO Pocket Charger, the Holder will not fit because of different size.
  If you accidentally insert the IQOS 3 DUO Holder in the IQOS™ 2.4+ Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.

• Can I use IQOS AC power adaptor & USB cable from the previous device version to charge the IQOS 3 DUO device?

  You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 DUO USB cable hosts a USB-C port, which is different from that of IQOS™ 2.4+.

• How can I reset my IQOS 3 DUO device?

  You can easily reset your IQOS 3 DUO device by pressing and holding the Pocket Charger Button for 10 seconds (until lights fade out), then releasing.
  All Status Lights will turn OFF, blink three times, and progressively fade in, to confirm the RESET.

• What is a New ProtectPlus™ System?

  IQOS ProtectPlus™ introduces a number of improved features related to design and technology to redefine the concept of protection and reliability of IQOS 3™:

  • • Robust outer shell improves shock resistance of the device
  • • New side door opening tested to guarantee reliable device performance

  • • New technology provides longer battery life

  • • Electronic chamber* of your IQOS 3™ Holder has been redesigned for improved device reliability
  • • Electronic chamber refers to the area of the IQOS™ Holder, where the electronic elements are located.

• How is IQOS 3 DUO different from the previous devices?

  The new IQOS 3 DUO has our fastest and most powerful Holder within IQOS family.
  Inspired by our customers, it has been designed around your needs to enjoy the IQOS moment your way:
  - It enables to enjoy two consecutive uses without Holder recharging
  - Faster Holder charging allows you to focus on your enjoyment and not worry about recharge:
  • At least 2min 20sec faster than charging the Holder of IQOS 2.4 Plus*
  • At least 1min 40sec faster than charging the Holder of IQOS 3*
  - It hosts our IQOS ProtectPlus™ System for better protection and reliability and NFC chip for easy registration and access to IQOS website

  *provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage.

• How to check the Holder status for available uses?

  You can check the Holder status (how many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger:

  To check the status on the Holder:
  - Press & release the Button of the Holder:
  o 2 lights – ready for two uses
  o 1 light – ready for one use
  o No light – Holder not charged

  To check the Holder status on the Pocket Charger:
  - Press & release the Pocket Charger Button
  - 2 lights – ready for two uses
  - 1 light – ready for one use

  On IQOS 3 DUO P. Charger On IQOS 3 P. Charger*

  * For those customers who use a mixed version of IQOS 3 DUO Holder in the IQOS 3 Pocket Charger. In some cases it may be required to upgrade the firmware of IQOS 3 Pocket Charger to know when the Holder is ready for 1 use.

• How does IQOS 3 DUO adapt to my rhythm of consumption?

  IQOS 3 DUO enables to have two consecutive uses without Holder recharge. They will be indicated by the two white LED lights on your Holder and Pocket Charger.

  Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready, 1 LED – 1 use.

  If you need the second use right away, your Holder is instantly ready for it.

  If you do not need the second use right away, simply put the Holder back in the Pocket Charger for a quick recharge to have 2 uses back again.

  In most cases, you can charge Holder back to at least one experience faster than Holder

• What do device vibrations mean?

  IQOS 3 DUO Holder vibrations are activated in the following situations:
  - At the start of the heating (once you press the Holder Button to start) - one vibration
  - When the device is ready to be used – two vibrations
  - When the experience is nearly complete (30 seconds prior the end) - two vibrations
  - When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

• What is the optimal IQOS 3 DUO device functioning temperature?

  IQOS 3 DUO is designed to work in a wide range of temperatures, but HEETSTM tobacco stick tastes best when the device is used between 0°C and 50°C.

• What is NFC?

  NFC stands for Near-field communication (NFC). It enables two electronic devices, your IQOS device and your phone, communicate by bringing them within 4 cm of each other.
  In IQOS, we use this technology to offer simplified access to the digital experience (IQOS website) to iOS and Android users.
  It allows for simplified user/device registration, easy device onboarding to quickly learn how to use your IQOS.
  Just in one tap you will get access to your key needs – quickly find nearest IQOS store, contact customer care, access IQOS online store and many more.

• How to activate NFC function?

  If your phone hosts a NFC chip, just activate your NFC in your phone’s settings menu.
  The two devices will connect automatically when you bring them close to each other (less than 4 cm apart) and IQOS webpage will open. That’s it.

• How can I register my device by using NFC or QR code?

  There are two ways to access the IQOS website for registration: with NFC tap or QR code:

  1. 1. Registration by using NFC Tap:
     • tap your smartphone on the device’s door to open web interface on your phone’s screen
  2. 2. Registration by using QR code:
     • scan QR code on the device packaging (the folio inside the packaging that contains user documents) to open web interface
     • take a picture of the label on the packaging to capture the serial number of your device device’s serial number is automatically populated. If not, please take a picture of the label outside the packaging box to capture the serial number of your device
     • fill in required information to register your device

• How can I upgrade the firmware of my IQOS 3 Pocket Charger to use it with IQOS 3 DUO Holder?

  If you already have an IQOS 3 device and would like to use your IQOS 3 DUO Holder with the IQOS 3 Pocket Charger, you might need to upgrade your firmware.
  To understand whether your current IQOS 3 requires an upgrade, do the following:
  1. Fully charge your IQOS 3 DUO Holder and insert it in the IQOS 3 Pocket Charger
  2. Press the Pocket Charger button to check the Holder status light:
  a. If the light blinks once – need upgrade
  b. If the light blinks twice – no need for upgrade
  You can upgrade the firmware of your device in the IQOS Store. It is free of charge.

  After the upgrade you will be able to charge and use your IQOS 3 DUO Holder with the IQOS 3 Pocket Charger.

• What is a New ProtectPlus™ System?

  IQOS ProtectPlus™ introduces a number of improved features related to design and technology to redefine the concept of protection and reliability of IQOS 3™:

  • • robust outer shell improves shock resistance of the device
  • • new side door opening tested to guarantee reliable device performance
  • • new technology provides longer battery life
  • • electronic chamber* of your IQOS 3™ Holder has been redesigned for improved device reliability
  •  

  * Electronic chamber refers to the area of the IQOS™ Holder, where the electronic elements are located.

IQOS 3 Multi

• How can I check the charge level of the battery?

  You can easily check the charge level by following these simple steps:

  1. Press IQOS 3 MULTI Button for 1 second (short press)
  2. The Battery Status lights will turn on and indicate the level of charge:
  4 LEDs = more than 75% charged
  1 LED = low charge. Need to charge

• How long does it take to fully charge the device?

  It takes approximately 75 minutes to fully charge the IQOS 3 Multi from an electrical outlet. Only charge IQOS 3 Multi device using supplied AC Power Adaptor and USB cable.

• How can I reset my IQOS device?

  You can easily reset your IQOS 3 Multi device by pressing and holding the Button for 10 seconds and then releasing.
  The lights will fade in and out to confirm a reset.

• What is a smart blade self-cleaning system?

  The smart blade self-cleaning process is automatically activated after every 10 back-to-back sessions, when connected to the power. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process effortless while ensuring the best experience.

• Should I always fully charge my Pocket Charger battery?

  The IQOS 3 MULTI device does not require a full charge to work, however, we recommend to fully charge the device before the first usage.
  If the device is fully charged, you may use it up to 10 times without having to recharge between the HEETS Tobacco sticks.

• What do device vibrations mean?

  IQOS 3 Multi vibrations are activated in the following situations:

  • - At the start of the heating (once you press the Button to start) - one vibration
  • - When the device is ready to be used - two vibrations
  • - When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

• What do the lights on my IOQS 3 Multi mean?

  Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.
  Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C).
  Please, perform a reset of your device and try again.
  Still no luck? Please contact Customer Care on 1245 Monday- Friday 08:00 - 20:00; contact.lb@iqos.com; Fb @iqos.lb or ask for assistance at the nearest IQOS store or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

• What is the optimal IQOS device functioning temperature?

  IQOS 3 MULTI is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 0℃ and 50℃.

IQOS 2.4 PLUS

• How can I check the charge level of the battery?

  You can easily check the charge level by following these simple steps:

  1. Press for 1 second the ON/OFF button
  2. The LEDs will turn on and indicate the level of charge:
  - 1 LED = low charge level
  - 4 LEDs = device is fully charged

• How long does it take to fully charge the device?

  It takes approximately 120 minutes to fully charge the IQOS 2.4Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4Plus device using the supplied AC Power Adaptor and USB cable.

• Should I always fully charge my Pocket Charger battery?

  The IQOS device does not require a full charge to work. If the IQOS 2.4Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

• Can I charge 2.4 PLUS Holder with the IQOS 3 Pocket Charger and vice versa?

  No, the new IQOS 3 Pocket Charger is not compatible with the previous versions.
  If you insert the 2.4 PLUS Holder into the IQOS 3 Pocket Charger, the Holder will not charge because of the different size.
  The IQOS 3 Holder cannot be inserted into 2.4 PLUS Pocket Charger because of the different size.

• How can I reset my IQOS device?

  You can easily do a reset of your IQOS 2.4Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

• What do device vibrations mean?

  Holder vibrations are activated in the following situations:
  - At the start of heating (once you press the Holder Button to start)
  - When the experience is nearly complete (30 seconds prior the end)

• What is the optimal IQOS device functioning temperature?

  IQOS 2.4Plus is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 10℃ and 40.

• What does the red light on my Holder mean?

  The red light, blinking or steady, on your Holder may indicate that:

  • - Holder is not charged
  • - Device is outside its optimal operating temperature (10°C - 40°C)
  • - You pressed on the Holder button during usage
  • - Holder malfunction

  
  To resolve the issue, you may try the following:

  • a. Check that the IQOS 2.4Plus Pocket Charger is switched ON and has enough power
  • b. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
  • c. Ensure your Holder’s electric contact is clean
  • d. If none of the above works, perform a reset of your device
  • e. Still no luck? Please contact Customer Care on 1245 Monday- Friday 08:00 - 20:00;

  
  contact.lb@iqos.com; Fb @iqos.lb or ask for assistance at the nearest IQOS store or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

• What does the red light on my Pocket Charger mean?

  a. Holder light on the IQOS 2.4Plus Pocket Charger indicates a Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle.

  b. The bottom light on the Pocket Charger Battery Status indicates a Pocket Charger malfunction or device is outside its optimal operating temperature (10°C - 40°C)

  Please, perform a reset of your device and make sure it is in the optimal temperature range.

  Still no luck? Please contact Customer Care on 1245 Monday- Friday 08:00 - 20:00; contact.lb@iqos.com; Fb @iqos.lb or ask for assistance at the nearest IQOS store or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

IQOS 2.4

• How can I check the charge level of the battery?

  You can easily check the charge level by following these simple steps:

  1. Press for 1 second the ON/OFF button
  2. The LEDs will turn on and indicate the level of charge:
  - 1 LED = low charge level
  - 4 LEDs = device is fully charged

• How long does it take to fully charge the device?

  It takes approximately 90 minutes to fully charge the IQOS 2.4 device from an electrical outlet. Only charge IQOS 2.4 device using the supplied AC Power Adaptor and USB cable.

• Should I always fully charge my Pocket Charger battery?

  The IQOS 2.4 Pocket Charger does not require a full charge to work. If the pocket charger is fully charged you may use the Holder up to 20 times.

• How can I reset my IQOS device?

  You can easily reset your IQOS 2.4 device by simultaneously pressing for 3 seconds the Holder Heater Blade Cleaning and Power buttons until all lights briefly blink.

• What does the red light on my Holder mean?

  The red light, blinking or steady, on your Holder may indicate that:

  • - Holder is not charged
  • - Device is outside its optimal operating temperature (10°C - 40°C)
  • - You pressed on the Holder button during usage
  • - Holder malfunction

  
  To resolve the issue, you may try the following:

  • a. Check that the IQOS 2.4 Pocket Charger is switched ON and has enough power
  • b. Place the Holder in the IQOS 2.4 Pocket Charger and wait until it is fully charged (up to 5 minutes).
  • c. Ensure your Holder’s electric contact is clean
  • d. If none of the above works, perform a reset of your device
  • e. Still no luck? Please contact Customer Care on 1245 Monday- Friday 08:00 - 20:00;

  
  contact.lb@iqos.com; Fb @iqos.lb or ask for assistance at the nearest IQOS store or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

• What is the optimal IQOS device functioning temperature?

  IQOS 2.4 is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 10℃ and 40℃.

HEETS tobacco sticks

• What is the puffing time of HEETS tobacco stick?

  HEETS tobacco sticks are designed for the same duration and number of puffs as cigarettes.
  Up to 14 puffs or about 6 minutes, whichever comes first.

• Why are HEETS tobacco sticks shorter than cigarettes?

  The HEETS tobacco sticks are designed specifically for the IQOS devices. They have an optimal length, diameter and design for the IQOS Holder.

• Why is HEETS tobacco sticks taste different from that of the cigarettes’?

  The taste of HEETS tobacco sticks is different from that of cigarettes because tobacco is heated rather than burned.
  By heating the tobacco, the true taste of the tobacco is released.
  HEETS tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste and satisfaction that replicates as much as possible what adult smokers expect.

• Do HEETS tobacco sticks contain nicotine?

  Yes, HEETS tobacco sticks contain nicotine, which is addictive.
  Nicotine is naturally present in the tobacco used in HEETS. It is released in the vapor that is generated during the IQOS usage.

• What is the composition of the HEETS tobacco stick?

  Ultra-compact and precisely designed, HEETS consistently deliver tobacco taste, satisfaction and pleasure when heated with IQOS Device.

  Tobacco part consists of the carefully selected, finely ground and specially prepared tobacco that delivers the best taste while heating.
  Non-tobacco part consists of:

  • • Cooling plug - made of corn-based material also used in medical, food and beverage industries
  • • Air flow chamber – designed to hold the tobacco plug in place and transfer the aerosol to the cooling plug
  • • Protective wrap – protective aluminium wrap which helps to deliver a consistent taste experience
  • • Filter - similar to the mouthpiece filter of a cigarette. Made of cellulose acetate.

• I cannot insert HEETS tobacco stick into the Holder

  If you have difficulties inserting the HEETS tobacco sticks in the IQOS Holder, we advise you to first check whether:
  • there is any tobacco residue left in the Holder
  • the heating blade is cleaned regularly
  • the Holder Cap is fully closed

  If the above is all right, you can try to pre-heat the IQOS Holder prior to inserting the HEETS tobacco stick:
  - IQOS 2.4/ IQOS 2.4P / IQOS 3/IQOS 3 DUO:
  - Press the Holder Button to start heating
  - Wait for 2-3 seconds for pre-heating
  - Gently insert the tobacco stick

  - IQOS 3 MULTI:
  - Open the lid
  - Press the Button to start heating the device
  - Wait for 2-3 seconds for pre-heating
  - Gently insert the tobacco stick

  If none of the above solutions helps, consider the following options:
  • Please contact Customer Care for assistance
  • Visit the nearest IQOS Store

• How to remove the stuck tobacco from the IQOS Holder?

  If the tobacco plug is stuck in your cap, remove by gently tapping the cap on a hard surface to extract the tobacco plug, or by using a cleaning pin.
  If you use the pin, simply push the rod outward from the bottom part of the cap.
  To prevent this issue, please make sure to always lift up the cap before extracting the used HEETS™ tobacco stick.

Services and Support

• I am new to IQOS. Do you offer any personalised assistance? Is it free of charge?

  We know that some adult smokers find it challenging to convert to IQOS. That is why we encourage adult IQOS users to join our complimentary and effective QOACH program.
  Your personal QOACH will be by your side to answer your questions via phone, email, instant messaging or video calls ― whichever you prefer.
  How does this program help? From deciding which type of HEETS tobacco sticks suits your taste preferences best, to explaining how to clean your device, to providing tips about IQOS whenever you need it, our highly trained QOACHES will accompany and motivate you every step of the conversion journey.

• How can I enrol in the personalised assistance program?

  Please contact Customer Care 1245 or ask for enrollment in the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

Orders and commercial information

• Where can I buy HEETS?

  HEETS are available in stores around you, starting with Spinneys and Grab N’ Go branches. You can also buy HEETS online through the Toters application and have it delivered to your home.

• What do I do if my device is broken?

  We care about offering you the best possible IQOS experience while our stores are closed. In case you have issues with your IQOS device, please first use the self-service support available to help solve the problem with your device. Alternatively, you can contact our Call Center, where an agent will assess the situation and either help you fix it or offer device replacement options including home delivery or pick up location

• I see that IQOS devices and HEETS are shipped from countries with reported laboratory-confirmed COVID-19 cases. Do I have a higher chance of getting coronavirus from products shipped from these countries?

  According to health authorities like the World Health Organization and the U.S. Food and Drug Administration, there is no evidence to support the transmission of the coronavirus through imported goods.

• Are IQOS corner open ?

  We are happy to let you know that IQOS corners are once again open, daily from 10am to 6pm.

• Which Services are available in stores?

  Currently, you can purchase devices and accessories and service your existing device.

• Which Services are not available in stores?

  Device cleaning services and guided trials are still not available in corner.

• Are there any safety rules I should be aware of while visiting the corners?

  We have taken extra precautionary measures to ensure the safety of yourself and our community. When visiting us, we kindly ask you to follow the social distancing rule and maintain the 2 meter distance as indicated by the signs in our corners.

• What measures are you taking to ensure the safety of your customers and staff?

  To ensure the safety of our community, we’ve implemented additional hygiene procedures for corners, staff and visitors. We regularly clean surfaces, payment terminals, counters and other frequently touched areas and our staff is required to wear masks while at work. We have also added a sanitization desk and a desk barrier to keep you safe.

FDA AUTHORIZATION FOR IQOS

• What is the FDA?

  The FDA or Food and Drug Administration is a federal agency within the United States Department of Health and Human Services, one of the United States federal executive departments. The FDA is responsible for regulating, among other things, the manufacturing, marketing, and distribution of tobacco products in the US to protect the public health and to reduce tobacco use by minors.
  
  After reviewing the scientific evidence on IQOS, the US FDA authorized the marketing order of IQOS, concluding that:
  

  • The IQOS system heats tobacco but does not burn it.
  • The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals.
  • Switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*, and communicating this is appropriate for the promotion of public health.

  
  
  Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. *Source: FDA’s marketing order for the IQOS system dated July 7, 2020.

• What is an MRTP?

  MRTP stands for Modified Risk Tobacco Product.
  
  On July 7, 2020, the US Food and Drug Administration (FDA) authorized IQOS, along with three different HeatSticks variants, to be marketed in the US with a claim of reduced exposure to harmful chemicals. This makes IQOS the first and only heated tobacco system authorized as a Modified Risk Tobacco Product with reduced exposure information in the US. 
  
  The US FDA decisions came after several years of reviews of all of the scientific evidence available on IQOS. Between the opening and the closure of the scientific review, the FDA asked 86 questions related to the applications, seeking clarifications or additional data.
  
  After reviewing the scientific evidence on IQOS, the US FDA authorized the marketing order of IQOS, concluding that:
  

  • The IQOS system heats tobacco but does not burn it.
  • The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals.
  • Switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*, and communicating this is appropriate for the promotion of public health.

  
  
  Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.
  
  *Source: FDA’s marketing order for the IQOS system dated July 7, 2020.

• What is the difference between FDA approval and authorization?

  The FDA, or the Food and Drug Administration, is the government agency in the United States responsible for protecting the public health.  The FDA regulates a variety of consumer products, including tobacco. However, US law expressly prohibits making any claims, express or implied, that a tobacco product is “FDA approved,” as the statutory standards applicable to tobacco products are not intended to show, among other things, that a tobacco product is “safe” or “effective” (i.e., the standards applicable to drugs and medical devices) given that all tobacco products are not risk-free. Instead, the FDA authorizes (or not), the marketing of tobacco products as “modified risk tobacco products” in the US when they are intended to be sold with exposure modification or risk modification claims. Philip Morris International submitted a set of MRTP applications for the IQOS system.
  After thorough reviews, the FDA issued a modified exposure order recognizing that IQOS “significantly reduces the production of harmful or potentially harmful chemicals” and that “switching completely from conventional cigarettes to the IQOS system significantly reduces your body’s exposure to harmful or potentially harmful chemicals*.
  
  Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.
  
  Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real world conditions. These studies measured exposure to 15 harmful chemicals, and compared the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

• What is the difference between IQOS as an MRTP and cigarettes?

  The US FDA decisions, authorizing IQOS to be marketed with a reduced exposure information show that IQOS is a fundamentally different product compared to cigarettes. IQOS is a better choice for adults who would otherwise continue smoking. Unlike cigarettes, the IQOS system heats tobacco instead of burning it. This significantly reduces the production of harmful or potentially harmful chemicals compared to cigarette smoke.
  Furthermore, scientific studies have shown that switching completely from conventional cigarettes to the IQOS system significantly reduces the body’s exposure to harmful or potentially harmful chemicals.*
  
  Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.
  
  *Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real world conditions. These studies measured exposure to 15 harmful chemicals, and compared the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

• What is the difference between IQOS as a Modified Risk Tobacco Product and vaping products?

  Similar to our IQOS heat-not-burn system, vaping products are smoke-free alternatives to continued smoking. However, there are also important differences between the two. E-cigarettes don’t contain tobacco. Instead, they heat an e-liquid containing nicotine and flavors to produce an aerosol. So far, no vaping product has been authorized for marketing by the US FDA.
  The IQOS system is the first and only tobacco heating system authorized in the US as a Modified Risk Tobacco Product. The FDA concluded that switching completely to IQOS reduces the body’s exposure to harmful or potentially harmful chemicals.*
  
  Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.
  
  * Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real world conditions. These studies measured exposure to 15 harmful chemicals, and compared to the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

• How does the US FDA announcement change the marketing of PMI’s smoke-free products?

  The US FDA’s decisions, authorizing IQOS to be marketed in US with reduced exposure information encourages us to continue our mission of replacing cigarettes with science-based, smoke-free products applying our responsible marketing practices.
  PMI’s marketing practices must always adhere to the following four core principles:
  1) We only market and sell our products to adult smokers.
  2) We warn consumers about the health effects of our products.
  3) Our marketing is honest, transparent and accurate.
  4) We respect the law.