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Frequently Asked Questions

Gjeni përgjigjet tuaja mbi pyetjet më të shpeshta.

IQOS vs. e-cigarettes

Which is the difference between IQOS and e-cigarettes?

IQOS is not an e-cigarette. It does not heat liquid (“vape juice”) to produce an aerosol. IQOS is a smoke-free product that heats tobacco, rather than burning it, to release nicotine and the taste of tobacco. It does not contain cannabinoid alkaloids, such as THC or CBD. The U.S. FDA has authorized the marketing of IQOS in the U.S. as “appropriate for the protection of public health.” FDA Press release here.

“We do not currently commercialize products in the U.S., and it is far from clear what products were being used or what substances were being inhaled in these incidents, all of which have occurred in the United States".

IQOS™ Information

Where can I buy IQOS™?

You can buy IQOS™ and heatsticks in all IQOS zones. In order to find the closest IQOS zone to your location, please visit Store Locator, as soon as they are available.

How can I enroll in the personalized assistance program?

Please contact Customer Care By phone: 0800 15 15, Mon – Sat 09:00 - 21:00, Sun 10:00 – 18:00 By email: contact.al@iqos.com Other channels: “IQOS ALBANIA” on Facebook or ask for enrollment in the nearest IQOS™ Zone.

Registration & Profile

What are the benefits of registration?

By registering, you will receive news and information about IQOS™ products and services, invitations to take part in special events and activities, such as the presentation of new products or discount and other promotions, personalized product information and special offers and/or services, access to exclusive content or events, news and updates of relevance for participants.

How can I easily register my IQOS™ device?

You can register your IQOS™ device by filling the registration form on www.iqos.com by filling all the required fields and accepting the Terms and Conditions, or by going to an IQOS zone and registering the device with the help of our IQOS Sales Experts.

Services & Repairs

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

If your IQOS™ device is not working, simply perform a reset (under Support section). Still no luck? Please contact Customer Care By phone: 0800 15 15, Mon – Sat 09:00 - 21:00, Sun 10:00 – 18:00 By email: contact.al@iqos.com Other channels: “IQOS ALBANIA” on Facebook or ask for assistance at the nearest IQOS™ zone.

Does my IQOS™ have a warranty?

Yes. In case of nonconformity of the purchased IQOS™ device, you are entitled to a legal warranty starting from the purchase date.

Additional Support