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Frequently Asked Questions

Find answers to your frequently asked questions.

Orders and Commercial Information

Are IQOS Stores open?

Considering the current situation with COVID-19, IQOS Zones are temporarily closed, until further notice. Your well-being and safety is a priority for us, that is why we have taken extreme caution in fully equipping our employees in the field, in order to deliver the necessary services in the most professional and safe way possible.

Where can I buy HeatSticks?

HeatSticks are available in all supermarkets, which are staying open according to open hours set by the authorities.

How do I contact Customer Support?

We are always here for you and at your disposal through different platforms.
You can always contact us at:

  • Our free Customer Support line: 08001515
  • Live Chat at iqos.com
  • Our public profile on Facebook: IQOS Albania
  • Email: contact.al@iqos.com

  • What do I do if I have an issue with my device?

    You can immediately call us on our free customer support line: 08001515. Our IQOS experts will contact you promptly and find the safest way to assist you.

    What is the best way to clean my IQOS?

    Cleaning IQOS is very easy and includes only a few steps:

    1. Use a sanitizing wipe (62-71% isopropyl or ethanol).
    2. Wipe the outside of the Charger, the Holder and the associated accessories you own.
    3. Thoroughly clean the blade, the inside area of the holder surrounding the blade and the whole extractor with the dedicated IQOS cleaning sticks.
    4. Dispose of the used sticks and wipes in the bin.

    IQOS vs. e-cigarettes

    Which is the difference between IQOS and e-cigarettes?

    IQOS is not an e-cigarette. IQOS heats real tobacco. It does not vaporize a liquid solution containing nicotine. IQOS is used with HeatSticks which contain naturally present nicotine, whereas in e-cigarettes, nicotine derived from tobacco is added to the liquid.

    The U.S FDA has authorized the sale of IQOS in the U.S as "appropriate for public health". FDA press release here.

    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 click here.

    How can I enroll in the personalized Assistance Program?

    Please contact Customer Care:

  • By phone: 08001515, 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 all the required fields on the registration form 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: 08001515, 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.

  • 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