NEWS
Servicio de soporte especial IQOS

IQOS International Assistance Service

Are you experiencing issues with your IQOS device while travelling abroad?

We are proud to offer adult IQOS consumers our free IQOS support service while travelling to selected countries where IQOS is available.

In case you experience an issue with your IQOS Device when travelling within selected countries where IQOS is available, now you can benefit from our service which includes replacement of your non-functional IQOS device, where possible.

This service is offered within the duration of your IQOS voluntary warranty valid in the country of purchase.

How to enroll

If you are already registered as an adult IQOS consumer with a registered IQOS Device you can take advantage of this service immediately.  If not, register yourself and your IQOS Device at iqos.com to start enjoying this service.

Contact us

If you need support while abroad, contact the IQOS Customer Care toll free number +800 2559 2559 for assistance.  Before placing the call, please ensure that you have on hand your complete temporary address (i.e. Hotel name and address).

*Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details)

Travel tip

If you are using your IQOS Device overseas, please ensure your AC Power Adaptor is suitable for the country voltage where you are staying. 

Important details about IQOS special support service

IQOS support service is available for adult IQOS consumers residing in and travelling within the following countries:

Denmark, France, Germany, Greek, Italy, Lithuania, Monaco, Netherlands, Poland, Portugal, Romania, Spain, Switzerland, UK, Bulgaria, Slovenia, Czech Republic, Slovakia, Latvia, Greek Cyprus, Croatia, Andorra, Albania, Bosnia & Herzegovina, Sweden, Armenia, Israel, Kazakhstan, Russia, Serbia, Ukraine, Moldova, Japan, New Zealand, South Korea, Malaysia, Indonesia, Palestine, South Africa, Turkish Cyprus, La Réunion, Canada, Colombia, Curacao, Guatemala, Dominican Republic.

Terms and conditions

Service options, IQOS Device and its components availability, response and delivery times may vary according to country.

You can check your registration status on iqos.com by logging in with your credentials.

This service will not affect your statutory rights and rights under the IQOS voluntary warranty valid in the country of purchase.

Where an exchange takes place, then any replacement part becomes your property and the replaced part becomes the property of the entity which makes the exchange.

IQOS Device issues are defined in terms of material or workmanship when used in accordance with the IQOS User Guide.

The following are excluded from the service: a) damage caused by normal wear and tear; b) cosmetic damage (such as scratches, dents, broken plastic etc.); c) damage caused by misuse, power surge, improper handling, liquid contact or fire; d) malfunction due to use with non-compatible product; e) damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; f) damage or malfunction caused by failure to use as described in the associated IQOS User Guide.

Please contact our Customer Care team if you have any questions, or would like help using your IQOS Device.

Frequently asked questions on IQOS International Assistance Service

Who/what is covered by the IQOS Special Support Service?

The Special Support Service is applicable only when all three of the following conditions are met: (i) you are an adult IQOS consumer from selected countries where IQOS is available; (ii) yourself and your IQOS device are registered in countries where IQOS is available; and (iii) you experience an issue with your IQOS Device when travelling within selected countries where IQOS is available, outside the country where there device is registered.

How long does coverage under this service last?

The service is offered within the duration of your IQOS voluntary warranty valid in the country of purchase.

How much does it cost?

The service is a free service that is made available to all registered IQOS consumers from selected countries where IQOS is available.

Q: How does the service work?

If you need support while abroad, contact the IQOS Customer Care toll free number +800 2559 2559 for assistance.  Before placing the call, please ensure that you have on hand your complete temporary address (i.e. Hotel name and address).

*Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details)

Can I contact my home IQOS Customer Care to assist with the replacement?

Your home IQOS Customer Care will assist you for replacement when you are located in the country where your device is registered. For any device issues or inquiries while travelling within selected countries where IQOS is available, please contact the IQOS Customer Care toll free number +800 2559 2559.

I am a registered customer but my device is not registered. Can I still be supported by IQOS Customer Care when travelling within selected countries where IQOS is available?

Only registered IQOS consumers can benefit from the service. If your device is not registered, our Customer Care agents will be able to assist you with device registration prior to providing you with the support. We advise customers to always have their devices registered in the country of residence in order to have a smooth support while you travel.

Do I need to return the faulty device?

In most cases, you will keep the replaced component. Exceptions may occur in some markets jurisdiction whereby you will be requested to return the replaced component at the time the new component is delivered to you.

If not, what should I do with it?

The symbol on the device or on its packaging indicates that this product and its individual parts (including batteries) must not be disposed of with your other household waste. Instead, it is your responsibility to dispose of your waste equipment by handing it over to a designated collection point for the recycling of waste electrical and electronic equipment. Amongst other, waste batteries can be returned free of charge at the point of sales. For more information about where you can drop off your waste equipment for recycling, please contact your local city office, your local household waste disposal service or the shop where you purchased the device.

In which countries does the service apply?

IQOS support service is available for adult IQOS consumers residing in and travelling within the following countries:

Denmark, France, Germany, Greek, Italy, Lithuania, Monaco, Netherlands, Poland, Portugal, Romania, Spain, Switzerland, UK, Bulgaria, Slovenia, Czech Republic, Slovakia, Latvia, Greek Cyprus, Croatia, Andorra, Albania, Bosnia & Herzegovina, Sweden, Armenia, Israel, Kazakhstan, Russia, Serbia, Ukraine, Moldova, Japan, New Zealand, South Korea, Malaysia, Indonesia, Palestine, South Africa, Turkish Cyprus, La Réunion, Canada, Colombia, Curacao, Guatemala, Dominican Republic.

How fast will I get a replacement device if I contact IQOS Customer Care?

The device replacement will be sent within one to four days, depending on the local service provider’s required time to deliver and your location.

Do I need to make any payment for this replacement?

Replacement is free for registered customers.

I tried calling IQOS Customer Care toll free number but it doesn’t work. Why? And what should I do?

Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details).

I am travelling within selected countries where IQOS is available and there is an IQOS store near my hotel. Can I exchange my device there?

No. Your free replacement offered under this service will occur only after calling IQOS Customer Care toll free number and providing your temporary location address where the replacement device will be delivered.

Which IQOS device version will I get as replacement?

The proposed device version will correspond to the version which is being available in the visited country at the time of the replacement request.

I bought a device during a trip abroad and I’m now back in my country of residence where IQOS is available. Who should I contact in case I need support with my device?

As you are not travelling, you can call your local Customer Support Center in your country of residence. We advise you to register your device before calling in order that have a smooth and quick support from our agents.

 

Update of an article written in September 2018

This product is not risk free. This product is intended for adult use only.