Welcome to IQOS website!
Before we continue, we need to confirm you are an adult user of nicotine or tobacco products over the age of 21.
Please enter month and year of birth.

You have to accept this checkbox in order to continue

CONFIRM

Sorry!
This website is intended only for users of nicotine or tobacco products who are over 21.

We Care

This website contains information about our smoke-free products and we need your age to make sure that you are an adult in Israel who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults (21+). Please visit the Important Information page of this website for further risk information.

  • No shipping charges for orders over 329 NIS

  • Due to the situation, there may be delays in delivery service. For more information: *2373

﬋ login ☆ cart 0
News
IQOS Customer Service Map
IQOS Customer Service Map

IQOS Customer Service Map


With you anywhere, anytime!

 

In the article we want to remind you that we are always at your disposal for the purpose of providing service and answering your questions - anywhere and anytime.


Need service support or have questions about how to operate your IQOS device?

We're here to provide you with the information and help you need to use and operate IQOS devices, Philip Morris smoke-free products. We understand that sometimes there are questions and requests, and that is exactly why we are here to be at your service for any need in a variety of different platforms that will help and answer you.

 

Telephone service 

First, no matter what question or request you have, If the article did not answer your question, you can call IQOS Store at *2373

Sunday-Thursday between 08:00-18:00.

Our service team will be happy to help you and answer all your questions.

 

Shipments

All products shipped from our company are supplied only to adults aged 18 years and over, upon presentation of an ID card. We are meticulous about this and do not release any product without preliminary examination and identification. Before the order is delivered, telephone coordination will be made by the courier for the purpose of confirming delivery. With prior adjustment and with the customer's consent, the shipment can be left in a certain location if there is a preference.

If you have any further questions about deliveries, IQOS Store representatives will be happy to assist you by phone at *2373 or by email at mail@iqos.co.il

 

Delivery times

As soon as the order enters the system and is verified, the delivery of the products is immediately transferred to our independent shipping company.

All deliveries are made from Sunday to Thursday only. As a rule once the order is confirmed, the order will be forwarded for processing and will be reached within 3 business days, not including the day of the order.

*Orders for exceptional distribution localities will be accepted within 5 business days.

 

Order tracking

After making a purchase, you can track the status of your order at any time by logging into your personal area. From there, you can check the "Current Order" and receive an email confirmation with the transaction details and warranty certificate (in the case of electronic products).

 

Shipping Areas

Please note: The shipments are available only within the State of Israel defined at the Company's discretion.

 

Booking changes

Changes are an inseparable part of life and we totally understand that. So if you want to change the delivery time and address, you can do so until 0:00 at night before the scheduled delivery day. Changes after this date will cause the shipment to be postponed to another date. For any question, you can contact the shipping company via the following link or by phone at 077-9292222 during business hours.


Technical Support

We're here to provide you with a great customer experience. If your device gets stuck or broken, we provide diagnostic tools to help resolve the issue. In addition, IQOS store representatives will be happy to help you by calling *2373. They will provide you with instructions and advise you on how to solve the problem or in other cases will offer you a device replacement including new delivery to your home.

With us, there is no problem without a solution!

 

Cancellation of a transaction and ways of cancellation

We will of course be sorry if you want to cancel, but that can also happen and that is why we are here for you to help you and make it as easy as possible for you.

The cancellation and return rules are determined by law. You can cancel a transaction made on the IQOS website within 14 days from the date of receipt of the products or the transaction summary document, whichever is later. We are here to provide you with the necessary information and explain how to cancel a process.

 

Transaction cancellation form

 To exercise your legal right to cancel a transaction, you can fill out the cancellation form at the bottom of the page. When filling out the form, specify the required details and send the message to Philip Morris in one of the following ways:

• Phone: 1-800-355-555 (Sunday-Thursday between 08:00-18:00)

• Place of business: 30 HaBarzel St., Tel Aviv 6971042

• By registered mail: 30 HaBarzel St., Tel Aviv 6971042

• By e-mail : mail@IQOS.co.il

• By facsimile: 03-766-6300

 

Have a question? Send us an email!

If you have questions or need assistance, we're here to help. If you prefer to write to us, please send us an email and we will get back to you as soon as possible.

Write to us with any questions or requests you may have. We are here at your service and will try to provide you with the best possible response.

You can also contact us via the contact form straight from the website.

 

We welcome any question.

We're here to answer any question, even if it seems small or has been asked before.

In the following link you will find frequently asked questions we received, and you may find an answer waiting for you.


Service points throughout the country

We're here for you. Our service points are spread throughout the country and are waiting to provide you with the best services. To find a service point near your residence, please visit the following link.

 

Warranty

Your warranty period depends on the country where your IQOS device was purchased. For example, in Israel you will receive a one-year warranty from the date of purchase of the device. All you have to do is keep the receipt or take a photo of it as proof of purchase.


Register your IQOS device and subscribe our mailing list to enjoy additional services

• Free IQOS replacement around the country *

• International coverage with IQOS support and IQOS device exchange services anywhere in the world

• Access to limited editions, exclusive offers and events

If you bought your IQOS device on our website, the device will be automatically registered and you will be entitled to all additional services from day one.

 

International support service anywhere in the world

The service covers 39 countries and is available to you 24/7. Rest assured that we are here to help, troubleshoot and provide device replacement if needed. Just give us a call and we'll be happy to help. If the issue is covered by warranty, we will consider the possibility of a speedy replacement.


On mobile abroad and need help with your IQOS device?

Don't worry, our international support team is here for you. Call *2373 and we'll be happy to help.

How do I get access to IQOS international support services?

To take advantage of the support services, register on the IQOS website and link your device to your personal account before you travel.

Where are IQOS international support services available?

We offer international support services in 39 countries.

 

Terms of use

Services, equipment availability and IQOS components may vary from country to country. Please note that our services do not affect your legal rights and do not apply to the official warranty of the device purchased in the country.

 

What damages are not covered by the warranty?

We would like to warn that the following are not covered by liability:

a) Damage caused by normal wear and tear

b) Cosmetic damage (such as scratches, dents, broken plastic, etc.)

c) damage caused by misuse, electrical damage, improper handling, liquid contact or fire

d) malfunction caused by using the device with incompatible products

e) Damage or malfunction caused by attempts to open, modify and repair, by a user or by a service provider not authorized by IQOS

f) Damage or malfunction caused by non-use as described in the user manual

However, there are certain cases that the device is still under warranty, even if it was accidentally damaged.

It is also important to note that there is a one-time replacement for a calendar year only and for a person registered in iqos.com, and any damage not covered by liability is protected by this replacement. It should be noted that the original warranty given in the first purchase will continue to be valid after the replacement of the device.

How do I apply for a device replacement? In an age when even the highest quality products can experience breakdowns, we're here to help you. If you would like to apply for a device replacement, the process is simple and easy: call our customer service Sunday-Thursday between 08:00-18:00. We will be happy to assist with any issues with your device.

If you purchased a device from a source other than our website, please make sure you have the proof of purchase. In the case when you do not have the proof of purchase, you should be aware that the company will reserve the right to apply the average warranty, starting from the day of manufacture of the components of the device in question, according to its records.

 

For us, service is a top priority.

So, even if you encounter a problem, know that we are here for you. In addition to the phone call or email, you can visit one of our brand stores and get all the necessary services.

We will be happy to help every step of the way and make sure your IQOS experience is smooth.

 

Didn't find an answer in this article?

IQOS Just call *2373

Sunday-Thursday between 08:00-18:00.

Our service team will be happy to assist you!