Delivery and Returns
Delivery and Returns
Delivery
Free, Super-Fast, Same-Day Delivery in
Select Areas
Place your order before 7 p.m. and get same-day delivery—free. Currently only available in select metro areas of Texas.
Fast Replacements in Select Areas
We’ll get your replacement delivered to you pronto. Just make your request by 4:30 p.m. and you'll have it as early as next-day if you’re nearby. Some remote areas can take up to 48 hours.
ID Verification
You will need to present your valid ID (age 21+) to receive delivery of your order.
Currently, we do not deliver on Sundays or public holidays.
Delivery times may also be affected by circumstances outside our control (such as weather conditions).
Returns
60 Days from the Date of Purchase
14-Day Trial Returns
HEETS by Law are not Returnable and Non-Refundable
FAQs
Helpful Information
Once your order has been packed and shipped, you can see the status of your order in the “My Orders” section of your account.
Once it’s shipped, you’ll also get a shipping confirmation with a shipment number and a link to track your IQOS order.
You can return IQOS devices and IQOS accessories within the first 60 days after purchase by using our 60-Day Money-Back Guarantee. By law you cannot return HEETS®.
You can return your IQOS online or through IQOS Customer Care.
Online
- Just log into your account and navigate to your previous purchases. You’ll see a “return” option there.
- Once you click “return,” we’ll generate a QR code for you. The code will be valid for ten calendar days.
- Take your QR code and your item to a UPS. They’ll scan it and print a delivery label for you.
- Once your return is back with us, we’ll give you a full refund on whatever method you used to purchase your IQOS.
Call Us
1. Call our IQOS Customer Care team.
2. An IQOS Care Expert will start the process on your behalf.
3. The IQOS Care Expert will generate and send you a QR code. The code will be valid for ten calendar days.
4. Take your QR code and your item to a UPS. They’ll scan it and print a delivery label for you.
5. Once we receive your return, your card will be credited with the full amount of the purchase.
Please use the original packaging to send it to us. If you don’t have the original packaging, make sure it’s boxed up safely.
Signs your IQOS can’t be shipped back:
- Bloated or burst/broken case
- Heat development while not in use
- Melted or deformed parts
- Sparks or jets of flame have erupted
- There was a short circuit
If you decide to return the IQOS ORIGINALS® device during or at the end of your 14-Day Trial period, simply tell us. Call an IQOS Care Expert or click “return” on your order in your account and we’ll send you a QR code. Scan it at a UPS store to print out a shipping label and mail it back to us. Your QR code will be valid for ten days.
It’s important to tell us if you’re returning the device so we won’t charge you for the final payment on day 15. If you don’t let us know, we’ll assume you’re happy with your IQOS ORIGINALS® device and process the final payment.
If you informed us that you’re returning your device but have not actually sent it back to us within the ten-day period when your QR code is active, we’ll assume you changed your mind. We’ll then process your final payment for the IQOS ORIGINALS® device.
