Frequently Asked Questions

WELCOME TO IQOS

IQOS is a better alternative to traditional cigarettes for adult smokers who would otherwise continue to smoke and want to experience 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 Philip Morris International’s most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release nicotine containing tobacco vapor. IQOS and HEETS tobacco sticks are only for use by adults. Please refer to Important Information for details.

Important information: IQOS is not risk-free

No, IQOS is not risk-free and when used as intended it 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.

You can order IQOS through our online shop if you’re residing in Riyadh, Jeddah* or the Eastern Province (Dammam, Al Khobar, Al Jubail and Dhahran).

*For the time being, online purchases in Jeddah are available for IQOS devices and accessories. We will keep you posted as soon as HEETS delivery in Jeddah becomes available.

IQOS is available in the following countries : Andorra, Albania, Armenia, Austria, Belarus, Bosnia and Herzegovina, Bulgaria, Canary Islands, Canada, Colombia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Hungary, Italy, Japan, Kazakhstan, Korea, La Réunion, Latvia, Lithuania, Malaysia, Mexico, Moldova, Monaco, the Netherlands, New Zealand, Palestine, Poland, Portugal, Romania, Russia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Sweden, Switzerland, Ukraine, the Kingdom of Saudi Arabia, the United Arab Emirates, the United Kingdom, the U.S., and in some Duty Free shops..

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

In case you have any problems with your IQOS device, you can contact the IQOS Care Team on Facebook or Twitter and they will assist you with the most suitable solution.

You can contact the IQOS Care Team on IQOS page on Facebook, Twitter, or write us at contact.sa@iqos.com.

You can order IQOS accessories through our online shop if you are residing in Riyadh, Jeddah* or the Eastern Province (Dammam, Al Khobar, Al Jubail and Dhahran).

Hundreds of customization options are available in a wide collection of accessories

*For the time being, online purchases in Jeddah are available for IQOS devices and accessories. We will keep you posted as soon as HEETS delivery in Jeddah becomes available.

Wipe the outside of the Charger, the Holder and the associated accessories with a wipe containing 62–71% isopropanol.

Dispose of the used wipes in a bin.

Next, thoroughly clean the inside area of the Holder surrounding the blade and the whole cap with the dedicated IQOS Cleaning Tool and IQOS Cleaning Sticks. Dispose the used sticks in the bin.

Click here to watch the video.

USER GUIDE IQOS 3

Follow this quick guide and get ready to use your IQOS 3.

TURNING ON
To turn the IQOS 3 Pocket Charger on or off, press the button at the top for 4 seconds.

BATTERY LEVEL

IQOS 3 Holder
Check if the Holder is charged by pressing the central button. No light tells you it’s time to recharge the Holder.

IQOS 3 Pocket Charger
Tap the button at the top to check the battery level. 4 bars show a full charge. One bar flashing means it’s time to plug the Pocket Charger into a power outlet using the original IQOS Power Adaptor and Cable.

HOW TO USE
To use your IQOS 3, gently insert a HEETS stick into the Holder. Don’t twist it. If you do, you risk breaking the blade. After you’ve inserted the HEETS stick, press and hold the Holder button. You’ll feel a vibration and the light will pulse slowly. That means that the Holder is getting ready.
When you feel two vibrations and the status light is steadily on, it means you’re good to go.

 

If you feel two vibrations again, that means your IQOS time is nearly up. Slide the IQOS 3 Holder open, remove the HEETS stick, and slide it back to close the Holder. Place the Holder back in the Pocket Charger.

While the IQOS 3 Holder is in the Pocket Charger, watch the small round light on top of the Pocket Charger. When it’s blinking, it means that the Holder is charging. When the light comes back on, it means that you can take the Holder out and can start using IQOS again.

Click here  to watch the video.

Make sure your IQOS 3 is ready when you want to use it.

IQOS 3 HOLDER
First check the small status light on your IQOS 3 Holder to see the battery level by pressing the button. No lights tells you it’s time to recharge the Holder.

To do so, insert the IQOS 3 Holder in the IQOS 3 Pocket Charger. The small light at the top of the Pocket Charger will start blinking, which means that the Holder is charging. Once the light stops blinking, you can take the Holder out.

IQOS 3 POCKET CHARGER
Tap the IQOS 3 Pocket Charger button to check the battery level.
4 bars show a full charge.
One bar flashing means it’s time to plug the Pocket Charger into a power outlet using the original IQOS Power Adaptor and Cable. 
The IQOS 3 Pocket Charger will need to be charged every 20 uses and takes 2 hours for a full charge.

Click here  to watch the video.

Cleaning your IQOS 3 is simple.

Use the IQOS Cleaning Tool and just follow these 3 steps:

Slide the cap from the Holder after waiting for it to cool down for at least 30 seconds since the last use.
Tap out any loose tobacco from the Holder.

Carefully insert the IQOS Cleaning Tool inside the Holder until the end and gently twist 2-3 times without applying any pressure. Remove the cleaning tool from the Holder and tap it once more to remove any remaining loose tobacco.

After every 20 sessions, use the IQOS Cleaning Sticks to further clean the Holder. Simply clean with them the bottom of the Holder’s inside, gently and without touching the blade. Don’t forget to also clean the inside of the cap from top to bottom.

Clean your IQOS 3 every day for an optimal taste experience.

Click here  to watch the video.

You can easily reset your IQOS 3 by pressing and holding the Pocket Charger button for 8 seconds and then releasing. Battery status light will fade in, blink twice, and then progressively fade in to confirm a reset.

The smart blade self-cleaning process is automatically activated after every 20 sessions, when the Holder is charging. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process easier while ensuring the best tobacco taste experience.

The IQOS 3 does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the Holder up to 20 times.

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

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.

A red blinking light can occur on:
• Only Bottom Charger Light indicator: the device is outside operating temperature (0 - 50°C) -> Wait until device is within temperature limits.
• Holder status light: Holder malfunction -> Please, perform a reset of the IQOS device.

Still no luck? Please contact the IQOS Care Team or ask for assistance at the nearest IQOS store.

Any red light (steady or blinking) indicates that there is a device error. 

Please, perform a reset of your device and try using it again.

Still no luck? Please contact the IQOS Care Team.

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 to the end).

IQOS Holder vibration
• Vibration begins and a light pulses when you press and hold the heating button. This indicates the beginning of the experience (that you can use a tobacco stick for about 6 minutes or 14 puffs whichever comes first).
• Vibration and blinking begin when there are 30 seconds or 2 puffs left. This indicates that the IQOS Holder will switch off automatically.

HEAT NOT BURN TECHNOLOGY

IQOS 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 that the system provides and have been proven by PMI science.

All Philip Morris International studies are based on the use of IQOS with HEETS tobacco sticks.

IQOS is a better alternative to cigarettes because it heats tobacco instead of burning it. It provides real tobacco taste without fire, ash or cigarette smoke, and less smell than cigarettes.
IQOS is less likely to bother those around you and leaves less lingering smell on hands, hair and clothes than cigarettes.

Click here to watch the video.

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

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.

Nicotine is addictive. However, it is not the main cause of smoking related diseases. IQOS, when used as intended, delivers nicotine in a comparable way to cigarettes. PMI's 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.

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, PMI collects 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

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

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.

HEETS TOBACCO STICKS

You can order HEETS (including HEETS DIMENSIONS) through our online shop if you are residing in Riyadh or the Eastern Province (Dammam, Al Khobar, Al Jubail and Dhahran).

You can also find your preferred HEETS variant at major tobacco selling stores near you in Riyadh, Jeddah and Dammam.

The new HEETS DIMENSIONS are currently available exclusively online and at Farm Superstores, EZ Mart and Tamimi Markets across Riyadh, Dammam and Jeddah.

There are 10 offers available, 7 under the HEETS SELECTION range and 3 under the new collection of HEETS DIMENSIONS.

HEETS SELECTION
1. HEETS BRONZE SELECTION
2. HEETS SIENNA SELECTION
3. HEETS TEAK SELECTION
4. HEETS AMBER SELECTION
5. HEETS YELLOW SELECTION
6. HEETS SILVER SELECTION
7. HEETS TURQUOISE SELECTION MENTHOL

HEETS DIMENSIONS
1. HEETS DIMENSIONS APRICITY
2. HEETS DIMENSIONS AMMIL MENTHOL
3. HEETS DIMENSIONS YUGEN MENTHOL

A pack of HEETS SELECTION is 25 SAR, while it is 30 SAR for a pack of HEETS DIMENSIONS.

Please visit this page to learn more, or click here to watch the video.

Yes, HEETS tobacco sticks contain nicotine, which is addictive.

Nicotine is naturally present in the tobacco used in HEETS. It is released in the tobacco vapour that is generated during the IQOS usage.

The taste of HEETS tobacco sticks used with IQOS device is different from 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 that replicates as much as possible what adult smokers expect.

Click here to watch the video.

 

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

HEETS tobacco sticks are designed for the same duration and number of puffs as cigarettes. However, this can vary depending on how you use the product.

Click here  to watch the video.

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 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 help, please contact the IQOS Care Team for assistance.

USER GUIDE IQOS 3 DUO

Follow this quick guide and get ready to use your IQOS 3 DUO.
 

TURNING ON
To turn the IQOS 3 DUO Pocket Charger on or off, press the button at the top for 4 seconds.

BATTERY LEVEL

IQOS 3 DUO Holder
Tap the button and check the small status lights to see the battery level. No lights tells you it’s time to recharge the Holder.

IQOS 3 DUO Pocket Charger
Tap the button at the top to check the battery level. If the lights’ status is low, plug the charger into a power outlet using the original IQOS Power Adaptor and Cable.
  

HOW TO USE
To use your IQOS 3 DUO, gently insert a HEETS stick into the Holder. Don’t twist it. If you do, you risk breaking the blade. After you’ve inserted the HEETS stick, press and hold the Holder Button. You’ll feel a vibration and the lights will pulse slowly. That means that the Holder is getting ready. When you feel two vibrations and the status light is steadily on, it means you’re good to go.
   

If you feel two vibrations again, your IQOS time is nearly up. Slide the IQOS 3 DUO Holder open, remove the HEETS stick, and slide it back to close the Holder. Tap the Holder Button to see the device’s status. Remember: one light means there’s one use remaining. You can use IQOS again or place the Holder back in the Pocket Charger.
   

While the IQOS 3 DUO Holder is in the Pocket Charger, watch the small lights on top of the Pocket Charger. When they’re blinking, it means that the Holder is charging. When both rounded lights are on, it means that the Holder is fully charged. 

Click here to watch the video.

Make sure your IQOS 3 DUO is always ready when you want to use it.

IQOS 3 DUO HOLDER
First check the small status lights on your IQOS 3 DUO Holder to see the battery level by pressing the button. 2 lights means it is fully charged and you can use it twice. 1 light means 1 use. No lights tells you it’s time to recharge the Holder.

To recharge the Holder, insert it in the IQOS 3 DUO Pocket Charger. After inserting the Holder in the Pocket Charger, the small lights at the top of the Pocket Charger will start blinking, which means that the Holder is charging.
Once the two rounded lights stop blinking, you can take the Holder out.

IQOS 3 DUO POCKET CHARGER
Tap the IQOS 3 DUO Pocket Charger button at the top to check the battery level.
4 bars show a full charge. One bar flashing means it’s time to plug the Pocket Charger it into a power outlet using the original IQOS Power Adaptor and Cable. 
The IQOS 3 DUO Pocket Charger will need to be charged every 20 uses and takes 2 hours for a full charge.

Click here to watch the video.

Cleaning your IQOS 3 DUO is simple.

Use the IQOS Cleaning Tool and just follow these 3 steps:

Slide the cap from the Holder after waiting for it to cool down for at least 30 seconds since the last use.
Tap out any loose tobacco from the Holder.

Carefully insert the IQOS Cleaning Tool inside the Holder until the end and gently twist 2-3 times without applying any pressure. Remove the cleaning tool from the Holder and tap it once more to remove any remaining loose tobacco.
After every 20 sessions, use the IQOS cleaning sticks to further clean the Holder. Simply clean with them the bottom of the Holder’s inside, gently and without touching the blade.
Don’t forget to also clean the inside of the cap from top to bottom.

Clean your IQOS 3 DUO every day for an optimal taste experience.

Click here to watch the video.

Learn how you can quickly reset your IQOS 3 DUO in 2 simple steps:

• Make sure the IQOS 3 DUO Holder is inside the Pocket Charger.
• Press and hold the button at the top of the Pocket Charger for 10 seconds until the lights blink twice and then fade out.

Gradually, the lights will turn on and off again, at which point the reset will be completed.

Click here to watch the video.

The IQOS 3 DUO has the fastest and most powerful Holder within the IQOS family. Inspired by the feedback of IQOS customers, it has been designed around your needs:
• It offers two consecutive uses without Holder recharging
• Faster Holder charging allows you to focus on your experience 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.

*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.

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 the battery status:
• 4 LEDs = more than 75% charged
• 1 LED = low charge. Need to charge.

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 the Original IQOS Power Adaptor and USB Cable.

The IQOS 3 DUO system 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.

You can use the IQOS Power Adaptor from the previous device versions. However, IQOS 3 DUO USB cable hosts a USB-C port.

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 and release the button of the Holder:
- 2 lights – ready for two uses
- 1 light – ready for one use
- No light – Holder not charged

To check the Holder status on the Pocket Charger*:
• Press and release the Pocket Charger button
- 2 lights – ready for two uses
- 1 light – ready for one use

*If an IQOS customer uses a mixed version of the IQOS 3 DUO Holder with the IQOS 3 Pocket Charger, it can be that in some cases the firmware of IQOS 3 Pocket Charger should be upgraded in order to be able to recognize when the Holder is ready for 1 use.

IQOS 3 DUO enables you 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 available again.

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.

USER GUIDE IQOS 3 MULTI

Follow this quick guide and get ready to use your IQOS 3 MULTI.

TURNING ON
To turn IQOS 3 MULTI on or off, press the button for 4 seconds.

BATTERY LEVEL
Check if your IQOS 3 MULTI is turned on by pressing the button for 1 second.
Lights are showing at the bottom? IQOS 3 MULTI is ready to go.
No light tells you it’s time to recharge IQOS 3 MULTI with the IQOS Power Adaptor and Cable.

HOW TO USE
To use it, rotate the IQOS 3 MULTI lid and insert the HEETS stick.
Push it gently down to the filter line and make sure you don't twist the stick. If you do, you risk breaking the blade.
  

Press and hold the button until you feel a vibration. The light will begin to pulse as your IQOS 3 MULTI heats up.
  

Your IQOS 3 MULTI will then vibrate twice and the light will turn solid white. This means you are ready to go.

When the light begins to pulse and your device vibrates twice again, that means your IQOS 3 MULTI time is almost over.

When the light fades out completely, pull the cap and remove the used stick.

When fully charged, IQOS 3 MULTI can be used for 10 consecutive experiences. 

Click here to watch the video.

Make sure your IQOS 3 MULTI is ready when you want to use it.

Check the battery level of your IQOS 3 MULTI by pressing the central button.

The bar lights at the bottom will show how much charge is left in your IQOS 3 MULTI.

• 4 bars show a full charge.
• No bars means it is time to plug IQOS 3 MULTI into a power outlet using the original IQOS Power Adaptor and Cable.

Check that the bar light is pulsing, since this confirms that your IQOS 3 MULTI is charging.

IQOS 3 MULTI will need to be charged every 10 uses and takes 90 minutes for a full charge.

Click here to watch the video.

Cleaning your IQOS 3 MULTI is simple.
Use the IQOS Cleaning Tool and just follow these steps:

• Slide the cap from the IQOS 3 MULTI after waiting for it to cool down for at least 30 seconds since the last use.

• Tap out any loose tobacco from the IQOS 3 MULTI.

• Carefully insert the IQOS Cleaning Tool inside the IQOS 3 MULTI until the end and gently twist 2-3 times without applying any pressure. Remove the cleaning tool from the IQOS 3 MULTI and tap it once more to remove any remaining loose tobacco.

After every 20 sessions, use the IQOS Cleaning Sticks to further clean the IQOS 3 MULTI . Simply clean with them the bottom of the IQOS 3 MULTI inside, gently and without touching the blade.

Don’t forget to also clean the inside of the cap from top to bottom.

Clean your IQOS 3 MULTI every day for an optimal taste experience.

Click here to watch the video.

You can easily reset your IQOS 3 MULTI by pressing and holding the button for 10 seconds and then releasing.

The lights will fade in and out to confirm a reset.

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

The IQOS 3 MULTI does not require a full charge to work. If the device is fully charged you may use it for up to 10 back-to-back sessions without recharging.

It takes approximately 75 minutes to fully charge the IQOS 3 MULTI. Only charge IQOS 3 MULTI using the Original IQOS Power Adaptor and USB Cable.

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

• Press the IQOS 3 MULTI button for 1 second
• The Battery status lights will turn on and indicate the level of charge.

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 that the device operates outside its operating temperature (0 - 50°C).

In such a case, please perform a reset of your device and try again.

IQOS 3 MULTI vibrations are activated in the following situations:

• At the start of heating (Once you press the button to start)
• When the experience is nearly complete (30 seconds prior to the end).

ORDER INQUIRIES

Delivery can take up to the following working days for each city:

Riyadh: 1-2 working days
Jeddah*: 3 working days
Dammam: 3 working days
Al Khobar: 3 working days
Dhahran: 3 working days
Al Jubail: 7 working days

*For the time being, online purchases in Jeddah are available for IQOS devices and accessories. We will keep you posted as soon as HEETS delivery in Jeddah becomes available.

We offer free delivery for orders worth 250 SAR or more. For orders under 250 SAR, a delivery charge of 25 SAR applies.

We accept the following payment methods: Visa, MasterCard and MADA card.

In addition, you can choose to pay in installments with no interest or fees for purchases that include the IQOS 3 DUO System or the IQOS Collection, by selecting Tabby* at checkout.

*Terms and conditions apply.

Cash payments are currently not accepted.

Your card will get charged once the order has been confirmed online.

Yes, your presence is required to sign the delivery and you need to show your ID to the courier.

If you would like to amend or cancel your order please contact the IQOS Care Team.

Once an order has been shipped, it is not possible to amend or cancel it, and you will need to return the items for a refund or replacement.

The returns policy entitles you to return a purchased item within 7 days from the date of delivery.

Devices must be returned in the original packaging and be unopened.

You can initiate a return order by calling us on 8008500017.

Refund of devices returned will be initiated once the item has been received in the warehouse and checked for completeness and accuracy

FDA AUTHORIZATION FOR IQOS

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 the manufacturing, marketing, and distribution of tobacco products in the US.

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*.

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.

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 tobacco heating system that has completed the Modified Risk Tobacco Product application process in the US with reduced exposure information.

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*.

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.

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.

The US FDA decision, 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 cigarettes to IQOS 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.

Similar to 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 that has completed the Modified Risk Tobacco Product application process in the US with reduced exposure information.
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 the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

The US FDA decision, authorizing IQOS to be marketed in the US with reduced exposure information encourages Philip Morris International to continue its mission of replacing cigarettes with science-based, smoke-free products applying its responsible marketing practices.

The marketing practices of Philip Morris International must always adhere to the following four core principles:
1) PMI only markets and sells its products to adult smokers.
2) PMI warns consumers about the health effects of its products.
3) PMI’s marketing is honest, transparent and accurate.
4) PMI respects the law.

TABBY PAYMENT OPTION

Tabby is a simple and convenient payment option that allows you to buy IQOS products from IQOS.com and pay later in monthly installments with no interest or fees provided that you are qualified to use Tabby services and subject to the terms and conditions of Tabby.

Note that the Tabby payment option is only available at checkout with orders that include the IQOS 3 DUO System or the IQOS Collection.

Simply select Tabby at checkout and confirm your purchase with a 4-digit SMS PIN sent to your mobile. You can pay using any credit or debit card.

Delivery timings are not affected by the payment method.
Standard procedures apply.

If you would like to cancel your order, please contact the IQOS Care Team.

Once an order has been shipped, it is not possible to amend or cancel it, and you will need to return the items for a refund or replacement. The returns policy entitles you to return a purchased item within 7 days from the date of delivery. Devices must be returned in the original packaging and be unopened.

General terms of sale apply.

After the IQOS Care Team processes and confirms your cancellation, your refund will be reflected on card. Depending on your bank, it may take up to 20 days for the refund to appear on your card statement.

No interest or additional fees will be applied to your order amount. Note that this excludes late fees.

You will receive an email and SMS notification from Tabby when your monthly payment is due.

You can also see all your upcoming due payments in your Tabby account.

Once you have completed the checkout process and made your first payment with Tabby, your Tabby account will automatically be created, and a notification email and SMS will be sent to you.

Your Tabby account will be linked to your mobile number and email address.

Installment payments will need to be made on or before the required due date through your Tabby account. You will be notified prior to the installment due date through email and SMS.

You can also choose pay for your purchases before the due date by simply logging into your Tabby account and making a secure payment with either a debit or credit card.

Yes, but you will need to contact Tabby on +966 11 520 2646 to update your Tabby account information.

If you miss a payment, unfortunately, you will not be able to make any further purchases with Tabby until your overdue payment is settled. A late fee of 15 SAR is charged 15 days after you have missed your monthly installment payment. If you have not repaid for another two weeks, an additional late fee of 30 SAR is applied, and in 4 weeks after your initial due date, another 60 SAR will apply.

Payments are split into monthly installments over 3 or 6 months. If your order is less than 500 SAR, the 3-month installment option will be available only. If your order is 500 SAR or above, the 6-month installment option will also be available for you to choose.

HEETS DIMENSIONS

HEETS DIMENSIONS is a new collection of unique tastes, developed in collaboration with true taste masters.

The collection consists of 3 new offers:
1. HEETS DIMENSIONS APRICITY - Rich and Velvety
2. HEETS DIMENSIONS AMMIL MENTHOL - Mellow and Refreshing
3. HEETS DIMENSIONS YUGEN MENTHOL - Rich and Lively

No. HEETS DIMENSIONS are our premium range of HEETS to be sold permanently.

The HEETS DIMENSIONS collection has been developed in collaboration with true taste visionaries. Their unique perspective on taste helped create a new kind of sensations.

HEETS DIMENSIONS are more expensive than the HEETS SELECTION offers, because they have been developed in collaboration with world renowned taste masters and deliver a unique taste experience.

IQOS 3 DUO WARM COPPER
LIMITED EDITION

The IQOS 3 DUO Warm Copper Limited Edition is a limited time offer of the IQOS 3 DUO device, inspired by the feelings of past times. The warm, rustic feel of the color, combined with the metallic finish, strikes the right balance between classic elegance and modernity.

The limited edition Icy Blue accessories are: silicone sleeves, door covers and caps.

The limited edition Icy Blue accessories are suitable for IQOS 3 and IQOS 3 DUO device.

The current warranty duration applies for IQOS 3 DUO Warm Copper Limited Edition (as for standard device versions).

Yes, the functionality of the IQOS 3 DUO Warm Copper Limited Edition is the same.

The IQOS 3 DUO Warm Copper Limited Edition and the Icy Blue Collection of accessories are available exclusively online.

The IQOS 3 DUO Warm Copper Limited Edition is sold at the same price as the rest of the IQOS 3 DUO devices.

The IQOS 3 DUO Warm Copper is a limited edition, so it will be available for a limited time only and we will be selling the limited stock.

IQOS CLICK & COLLECT

When you arrive at your selected store, the IQOS CLICK & COLLECT area will be clearly signposted. One of the store’s staff will greet you and then check the order confirmation email or SMS with your order’s QR code or your order’s ID respectively.

Please keep your proof of identity (official document, such as Saudi ID card/Resident ID card/Driving License/ Passport) with you for ID check. The staff will then retrieve your order details and will ask you to confirm the items you’ve purchased with the IQOS CLICK & COLLECT option.

At that time, you will receive on your mobile phone an OTP (One Time Password) that you will need to share with the store’s staff in order to complete your pick-up. At the end, the store’s staff will link your purchased device to your iqos.com account, so that you can benefit from the IQOS Care Plus services, and will then hand your order over to you.

During the collection of your order, please don’t forget to have with you an official identification document, the order confirmation email or SMS from IQOS with your order’s QR code or your order’s ID respectively, and the mobile phone number you’ve registered on your iqos.com account.

Please have in mind that you need to collect the order yourself, and not through any representative of yours.

The store’s staff can help you retrieve your order at the collection point with your registered phone number (the mobile phone number you’ve registered on your iqos.com account).

When you arrive at your selected store, the IQOS CLICK & COLLECT area will be clearly signposted. One of the store’s staff will greet you, and get your mobile phone number.

Please keep your proof of identity (official document, such as Saudi ID card/Resident ID card/Driving License/ Passport) with you for ID check. The staff will retrieve your order details and will ask you to confirm the items you’ve purchased with the IQOS CLICK & COLLECT option.

At that time, you will receive on your mobile phone an OTP (One Time Password) that you will need to share with the store’s staff in order to complete your pick-up.

At the end, the store’s staff will link your purchased device to your iqos.com account, so that you can benefit from the IQOS Care Plus services, and will then hand your order over to you.

During the collection of your order, please don’t forget to have with you an official identification document and the mobile phone number you’ve registered on your iqos.com account.

Please have in mind that you need to collect the order yourself, and not through any representative of yours.

Yes, this is a complementary service offered to IQOS adult customers. All IQOS CLICK & COLLECT orders are collected free of charge.

Please make sure you have the following with you when collecting your IQOS CLICK & COLLECT order at the store.

An official identification document, such as Saudi ID card/Resident ID card/Driving License/ Passport, so that your identity and age can be verified.

The mobile phone number you have registered on your iqos.com account, because an OTP (One Time Password) message will be sent to it while you’re at the store, which you’ll need to provide to the store’s staff for the completion of the pick-up.

The order confirmation email or SMS from IQOS, or the order’s ID number.

Please have in mind that you need to collect the order yourself, and not through any representative of yours.

No, there is no minimum order value required for the IQOS CLICK & COLLECT option when you shop on iqos.com.

However, not all IQOS products are part of this option currently. We continue to listen to our IQOS adult customers and we will do our best to match the assortment according to their needs.

As we are currently testing this service with our IQOS adult customers, we have included a predefined assortment of IQOS products in the IQOS CLICK & COLLECT option, and not the total range.

However, rest assured that we made sure to include a very good mix of the IQOS portfolio options and these are the following:

IQOS 3 DUO Warm Copper Limited Edition
IQOS 3 DUO System Stellar Blue
IQOS 3 DUO System Brilliant Gold
IQOS 3 DUO System Velvet Grey
IQOS 3 DUO System Warm White
IQOS 3 DUO Holder Stellar Blue
IQOS 3 DUO Holder Brilliant Gold
IQOS 3 DUO Holder Velvet Grey
IQOS 3 DUO Holder Warm White

If you wish to order IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can always that they get delivered to an address of your choice during checkout and as per the standard process, if delivery is available in your city.

No, your order will be processed in full.

You should choose one of two ways of receiving it during checkout:
(1) either delivery to an address of your choice,
(2) or collection at the store of your choice out of certain predefined store options.

When you shop on iqos.com, you will be given the IQOS CLICK & COLLECT option at checkout, where you’ll also be asked to select the store of your choice among the below choices:

Eastern Region:
Al Hofuf – Tamimi Hassa
Al Khobar – Tamimi Khuzama
Dammam – Tamimi Khaleej
Jubail – Tamimi Jubail
Ras Tanura – Farm Ras Tanura
Qatif – Farm Qatif
Central Region:
Arar – Farm Arar
Hafer Al Batin – Tamimi King Faisal
Hail – Lulu Hail
Khafji – Farm Khafji Al Jawhra
Riyadh - Tamimi Nakheel
Riyadh - Tamimi Nuzha
Riyadh - Tamimi Rawdah
Sakaka – Farm Sakaka
Tamimi – Tamimi Unayzah

We continue to add more locations to our IQOS CLICK & COLLECT service network – please stay tuned.

You can collect your order at any time during the selected store’s operating hours.

The order will remain valid for 7 days from the date of purchase.

The IQOS CLICK & COLLECT orders will remain valid for 7 days from the date of purchase.

If you don’t collect your order within this timeframe, then it will be considered cancelled and you will be refunded accordingly.

If you're unable to collect your order within 7 days from the date of purchase, then your order will be automatically cancelled and you will be refunded accordingly.

Terms and Conditions apply.

Unfortunately you cannot amend your order at that point. But if you have changed your mind about the purchase, you can easily cancel your order on iqos.com or at the store and place a new one.

Refund terms and conditions will apply if you proceed with the cancellation of the order.

There are two ways to cancel your IQOS CLICK & COLLECT order:

1. Contact the IQOS Care team on 8008500017 and they will assist you.
2. At the selected store the retailer can assist you with the order’s cancelation. You will need to inform the store’s staff and they will trigger the cancellation process accordingly.
Once the cancellation is triggered, an OTP (One Time Password) message will be automatically sent to your mobile phone and you will be asked to share that OTP with the store’s staff for final confirmation.

Have in mind that if you do not collect the order within 7 days, auto cancellation is triggered.

Refund terms and conditions apply.

No. IQOS adult customers can only place an IQOS CLICK & COLLECT order when shopping online on iqos.com, by selecting that option at checkout.

Unfortunately not. Only the IQOS adult customer who purchased the IQOS products online on iqos.com can visit the selected store and collect the order.

For the collection at the store, please keep your proof of identity (official document, such as Saudi ID card/Resident ID card/Driving License/ Passport) with you so that your identity and age can be verified.

The invoice will be mailed to your registered email address within 24 hours upon the collection of your order.

If you do not receive it within 24 hours since the order’s collection, please contact the IQOS Care team for assistance.

At this time we do not have the possibility to redirect your order to a delivery via courier.

What you can do however is to cancel this IQOS CLICK & COLLECT order and place a new one on iqos.com, for which you can choose the option of delivery to your address via courier at checkout.

Please note that we cannot guarantee that the same IQOS products of your choice will be in stock for your new order, therefore please check on iqos.com their availability prior to proceeding with the cancellation.

To cancel your IQOS CLICK & COLLECT order, you may use one of the two cancellation options mentioned in the FAQ #13 above.

Refund terms and conditions will apply if you proceed with the cancellation of the order.

Yes, the Tabby payment option is available for use on orders with the IQOS CLICK & COLLECT option.

Please refer to Tabby Payment Option FAQs for more details.

The location detection has been enabled to assist you in seeing the IQOS CLICK & COLLECT stores closest to your location.

You can choose to not provide your permission.

Please note that in this case the IQOS CLICK & COLLECT store list closest to you will not appear.

Unfortunately this is not possible. The IQOS CLICK & COLLECT stores are collection points for the orders placed and do not have the ability to amend an order.

Any changes you wish to make to your order will have to be done by placing a new order and cancelling the existing one.

Please note that we cannot guarantee that all your chosen IQOS products will be in stock at the time that you decide to place a new order, so make sure you check their availability on iqos.com prior to the cancellation.

If you wish to order HEETS or IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can choose that they get delivered to an address of your choice during checkout,if delivery is available in your city.

There is a predefined assortment of IQOS products in the IQOS CLICK & COLLECT option, and not the total range. These are the following:

IQOS 3 DUO Warm Copper Limited Edition
IQOS 3 DUO System Stellar Blue
IQOS 3 DUO System Brilliant Gold
IQOS 3 DUO System Velvet Grey
IQOS 3 DUO System Warm White
IQOS 3 DUO Holder Stellar Blue
IQOS 3 DUO Holder Brilliant Gold
IQOS 3 DUO Holder Velvet Grey
IQOS 3 DUO Holder Warm White

If your order does not include the IQOS products above, then the IQOS CLICK & COLLECT option is not available.
If you wish to order IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can always choose that they get delivered to an address of your choice during checkout and as per the standard process.

The IQOS CLICK & COLLECT service introduced on iqos.com is now available in the following cities and areas:

Eastern Region:
Al Hofuf – Tamimi Hassa
Al Khobar – Tamimi Khuzama
Dammam – Tamimi Khaleej
Jubail – Tamimi Jubail
Ras Tanura – Farm Ras Tanura
Qatif – Farm Qatif
Central Region:
Arar – Farm Arar
Hafer Al Batin – Tamimi King Faisal
Hail – Lulu Hail
Khafji – Farm Khafji Al Jawhra
Riyadh - Tamimi Nakheel
Riyadh - Tamimi Nuzha
Riyadh - Tamimi Rawdah
Sakaka – Farm Sakaka
Tamimi – Tamimi Unayzah

We continue to add more locations to our IQOS CLICK & COLLECT service network – please stay tuned.

Of course. All return items will need to be collected from your location by our courier partner.

All return items must be returned in the original packaging and be unopened.

Once the item is collected and verified for completeness, refund terms and conditions will apply.

MOONLIGHT SILVER IQOS 3 DUO LIMITED EDITION

The Moonlight Silver IQOS 3 DUO Limited Edition Device is a limited edition offer of the IQOS 3 DUO device in a warm silver color and a soft-touch finish, which can be customized with a range of contrasting and vibrant colors of accessories.

1. IQOS 3 DUO Caps and Door Covers, in 6 new colors; Aqua Blue, Tidal Blue, Wild Green, Cloud Pink, Sunrise Red, and Sunset Lavender.

2. IQOS 3 DUO Silicone Sleeves, in 6 new colors; Amber Orange, Emerald Green, Citrine Yellow, Eventide Blue, Topaz Purple and Ruby Pink.

The current warranty duration applies for the Moonlight Sliver IQOS 3 DUO Limited Edition (as for standard device versions).

Yes, the functionality of the Moonlight Silver IQOS 3 DUO Limited Edition Device is the same as the one of the standard device versions.

You can purchase the Moonlight Silver IQOS 3 DUO Limited Edition device and accessories exclusively at the IQOS online shop . They will be available for a limited time only and until stocks last.

The price of the Moonlight Silver IQOS 3 DUO Limited Edition is 500 SAR, the same as the one of the standard IQOS 3 DUO devices.

The new range of accessories includes a range of Door Covers and Caps with a glossy finish giving every accessory its own fashionable tint. A variety of new vibrant colors are also available for the IQOS 3 DUO Silicone Sleeves.

The new range of accessories for the Moonlight Silver IQOS 3 DUO Limited Edition are compatible with any IQOS 3 and IQOS 3 DUO device, allowing for a full device customization.