USE CODE IQOS-2020 AND RECEIVE KZT 3000 DISCOUNT FOR ORDERS ABOVE KZT 10000.
*The Code is applicable on all IQOS devices *The Сode shall not be cumulative with other vouchers, discounts and special offers.

FAQ

What is IQOS?
IQOS is a system which heats special tobacco sticks without fire and ash. IQOS tobacco heating system consists of the Holder and the Pocket Charger. The special heating element in the Holder heats tobacco in tobacco sticks to the temperature not exceeding 350 degrees without burning. As a comparison, tobacco burning temperature in usual cigarettes can reach 800 degrees. IQOS system can be used with tobacco sticks only. Learn more →
Where can I buy IQOS?
You can buy IQOS with delivery on our website  kz.iqos.com in Buy section. You can also buy IQOS in IQOS stores.
How much does IQOS cost?
To learn the price of IQOS, you can refer to Buy on our website, retail centers, and IQOS Customer Care at 88000801221.
What are the terms of IQOS delivery to my city?
You can review the terms of delivery to your city in this section.
May I try IQOS prior to buying it?
You can get free drive of IQOS by filling out the form on our website. Or you can get free presentation with a chance to try IQOS and tobacco sticks prior to buying IQOS in any retail center.
What does the phrase “A reduction of 95% in the level of harmful constituents produced by IQOS as compared to cigarettes” mean?
IQOS emits 95% less harmful chemicals compared to cigarettes. Based on the scientific evidence so far, switching completely to IQOS is likely to present less risk to your health than continuing to smoke*. Important information: IQOS is not risk-free. *Average reductions in levels of a broad range of harmful chemicals (excluding nicotine) compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk.
How to use IQOS?
To start using IQOS, remove the Holder from the Pocket Charger and insert a heated tobacco stick into the Holder, tobacco side down, up to the silver line. Please do not twist the tobacco stick inside the Holder, this can damage the heating element. Press and hold the IQOS Holder on/off button for several seconds until the IQOS Holder vibrates and the button LED blinks white. When the IQOS Holder button LED glows solid white, tobacco stick is ready for use. Approximately 30 seconds before the experience is over, button LED starts blinking white.  Now that your experience is complete, you will need to pull up the cap of your IQOS Holder and remove the used tobacco stick. Place the Holder in the Pocket Charger, contacts down, to prepare it for the next use. View video →
How can I clean IQOS?
You should clean the holder regularly (watch video - How to clean IQOS ) on a regular basis. NOTE! The heating element in the IQOS holder is fragile. You need to clean IQOS very carefully not to damage the heating element: please do not press on the cleaning brush or cleaning sticks during cleaning process, do not use strength , do not use other objects for cleaning . Never immerse into or allow contact of the Holder case with water and / or other liquids.
What you should know about the filter in HEETS tobacco sticks?
Watch the short video to learn more about HEETS. View video
What is PROTECTPLUS™?
ProtectPlus™ is the result of carefully listening to our users worldwide. It's features are:

• Improved shock resistance *only IQOS 3
• Opening rigorously tested to maximize durability
• Superior protection of electronics
• Improved battery technology for longer battery life cycle
• Upgraded firmware enabling self diagnosis

All IQOS devices are complemented with PROTECTPLUS™.
Do you ensure safety of IQOS as an electrical appliance?
IQOS is developed with the safe use requirements in mind, provided that it is used in accordance with the User Guide. The product package is labelled with ЕАС sign to certify that IQOS system is made in accordance with the technical regulations of the Eurasian Economic Union.
The device becomes warm during each experience. Is it ok?
Built-in heating element in the Holder heats tobacco in the tobacco stick up to 350 degrees without burning. Therefore during the experience and for some time after the Holder can remain warm, which is absolutely normal. IQOS is developed with the safe use requirements in mind, provided that it is used in accordance with the User Guide.
What is the device service life? Is there any expiry date?
Provided that the device is used in accordance with the User Guide, all elements of IQOS system have 12-month service life established by the manufacturer.
Can I use my IQOS device, if it is wet?
Please do not use your IQOS device, is it is wet, since this can result in the device breakdown. Please make sure that the device is completely dry before using.
Can I use my IQOS device after its stay in a hot place for a long time, for example, in a car?
We do not recommend leaving the device in such conditions for a long time as its lithium-ion battery can suffer significant damage.
Is it safe to use a device with a crack?
Please do not use the damaged device; this can result in negative consequences and injury.
Can I use the device immediately after I have got it out of the package for the first time?
You can start using IQOS right after purchases as the Charger battery is charged at the factory. However there are instances where the device has been stored for some time before purchase and needs charging. Please read the User Guide carefully before use.
Is it ok if I see vapour from my IQOS device after I have pressed the on/off button.
Normally the IQOS Holder generates tobacco vapour by heating tobacco sticks. The same evaporation can be seen during automatic cleaning of the Holder in the Pocket Charger.
How long should I charge IQOS system for the first time?
As a rule, when you purchase your IQOS, the Pocket Charger is charged and ready for use. Both for the first time and thereafter it takes approximately 90 minutes to fully charge the IQOS Pocket Charger from the electricity mains. Charging of the Holder in the Pocket Charger takes about six minutes.
Can I charge the Holder with a tobacco stick inside?
No, if a tobacco stick is in the Holder, you cannot close the Holder cap, and the cap must be closed to charge the Holder.
Can I charge the Pocket Charger without the IQOS Holder inside?
Yes, you can charge the Pocket Charger both with and without the IQOS Holder inside.
How often should I clean the IQOS Holder?
Automatic cleaning of the IQOS Holder heating element starts after every 20 tobacco sticks have been used. In addition, we recommend, where necessary, manually clean the Holder with the IQOS Cleaner.
Can I use some soap to clean the Holder cap?
No, we do not recommend using any detergents to clean the Holder cap. In addition to the IQOS Cleaner, you should use clean tap water only. After cleaning with water, completely dry the Holder cap and the Cleaner before use. Never immerse into and allow contact of the Holder and the Pocket Charger with water and/or other liquids.
What does the phrase “An average reduction of 90-95% in the level of harmful constituents produced by IQOS as compared to conventional cigarettes” mean?

As tobacco is heated without burning in IQOS, the levels of harmful and potentially harmful chemicals in the tobacco vapor are reduced on average by 90 - 95% compared to the smoke of a standard reference cigarette designed for scientific research purposes*.

 

*Average of the reductions in the concentrations (weight per stick) of individual HPHCs measured in the IQOS tobacco vapor compared to the smoke from a standard 9.4 mg ‘tar’ reference cigarette (3R4F). Tobacco vapor and smoke collections performed under the Health Canada Intense machine-smoking regime (55 mL puff volume, 2 second puff duration, 30 second interval puff). Reduction calculations exclude nicotine, glycerine, and water.

Is IQOS addictive?
Tobacco naturally contains nicotine, which is used in the heated tobacco sticks, and nicotine, in turn, is addictive.
Is IQOS an electronic sigarette?
No, it is not an electronic cigarette. Electronic cigarettes use various liquids to produce aerosol inhaled by the consumer. Unlike electronic cigarettes, IQOS heats real tobacco to release its true taste and flavor without burning, smoke and ash.
Is IQOS a smoking cessation medication?
No, the IQOS system is an alternative to cigarettes for adult smokers who would otherwise continue to smoke. Since IQOS heats tobacco instead of burning it, IQOS generates on average 90% lower levels of harmful chemicals as compared to cigarettes.* Based on the scientific evidence so far, switching completely to IQOS is likely to present less risk to your health than continuing to smoke. Important information: This does not mean IQOS is risk-free. *Source: Average of the reductions in the concentrations of a broad range of harmful and potentially harmful chemicals measured in the IQOS aerosol compared to those measured in the smoke of more than 1,600 cigarette brands in over 40 countries between 2008 and 2017. Aerosol and smoke collections performed under the Health Canada Intense machine-smoking regime. Reduction calculations exclude nicotine.
If my IQOS device is bought abroad, can I get the support services?
We cannot provide any support services for a device purchased outside Kazakhstan, since the scope of services varies depending on the coutry.
What should I do in case I have issues with my IQOS device?

You can get diagnostics and any other support services in IQOS retail centers or contact IQOS Customer Care at 88000801221.

What is IQOS Trade-In Program?
This Program affords you the opportunity to bring your IQOS of any previous model and get the discount for new IQOS 3 DUO.
What devices are accepted for the Trade-In Program?
The Program covers IQOS 2.4/2.4P (including limited collections), IQOS 3, IQOS 3 Multi and IQOS 3 Holder. If you bring IQOS 3 holder, you’ll get the discount for IQOS 3 DUO Holder.
Does Trade-In Program cover any new device or only IQOS 3 DUO?
Trade-in Program covers the acquisition of IQOS 3 DUO only. Besides, limited versions and colors (for example, cooper) of IQOS 3 DUO may not be bought under the Trade-in Program.
Do I need the box for my device to be accepted?
No, you don’t need the box for your IQOS device to be accepted.
What if my device is non-operational?
Devices covered by the effective warranty are also accepted.
Will I get the warranty for my new IQOS 3 DUO acquired under the Trade-In Program?
New IQOS 3 DUO has 1 year warranty just as any new IQOS device.
Can I get the device I traded-in back?
You trade-in your device on an irrevocable basis which is confirmed by signing of the Handover Certificate.
Does the Program cover devices from limited collections?
Yes, you can trade in any models from limited collections.
May I use other vouchers or certificates to buy new IQOS 3 DUO under the Trade-in Program?
Other discounts and special offers are not cumulative with the discount for new IQOS 3 DUO got under the Trade-in Program.
Is there any additional discount for IQOS 3 DUO under the Trade-in Program?
No, you may use the discount got for your old device under the Trade-in Program only.
Is there any limit for use of the Trade-in Program?
No, there is no limit.
May I surrender two or more devices to buy new IQOS 3 DUO under the Trade-in Program?
You may surrender two or more devices, but discounts received for your old devices may not be summed up to buy one new IQOS 3 DUO.
May I bring the holder and the charger from different kits to buy new IQOS 3 DUO under the Trade-in Program?
Yes, provided that the holder and the charger are operational or covered by the effective warranty.
Where can I buy HEETS?

- Online at IQOS.COM.

- In retail points of sale that continue working during lockdown: supermarkets, convenience stores, gas stations. Current list of active points of sale is here

How can I reach Customer Care?

We are ready to provide any support so that you could stay home. You can contact us using the following channels:

What should I do, if I have a problem with my device?
Should you have any problems with IQOS, please contact our Customer Care by telephone number 2121 and we and our agents will find the most suitable solution for replacement of your device. For warranty claims we offer replacement via courier service at no charge. Learn more about replacements here .
What is the best way to clean my IQOS?
Wipe the outside of the Charger, the Holder and the associated accessories with alcohol or antibacterial wipes. Next, thoroughly clean the blade, the inside area of the holder surrounding the blade and the whole extractor with the dedicated IQOS cleaning sticks. Dispose of the used sticks and wipes in a bin. Please check our “How to Clean” video.
How does free delivery work?
Free delivery is offered for orders of KZT 3,500 and above. To calculate delivery date you can use our special calculator . Under the circumstances, we use all efforts to ensure seamless operation of online store. However please be advised that due to restrictions in force during lockdown imposed in Nur-Sultan and Almaty, delays or changes in order processing and delivery timeline are liable to occur. For updates please contact IQOS Customer Care by phone number 2121.
Where Trade-in is available?
- Trade-in available in official stores
Online Trade-in is available nationwide!
Is using IQOS safe or risk-free?
No, we can’t say that at this point. While switching completely to IQOS presents less risk to your health, IQOS is not risk-free and 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. However, switching completely to IQOS is a better choice than continuing to smoke.
Is nicotine harmful?
Nicotine is addictive.  However, it is not the main cause of smoking related diseases. IQOS delivers nicotine in a comparable way to cigarettes. Our 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.
How do you measure IQOS emissions, which you claim are reduced on average by 95% compared to the smoke of a 3R4F 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, we collect 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
What is the totality of evidence you refer to when claiming that switching to IQOS presents less risk than continued smoking?
The totality of evidence includes PMI’s clinical data (we conducted 10 clinical studies with thousands of participants in the US, UK, Japan and Poland), aerosol chemistry, and data from 18 nonclinical studies. The totality of evidence demonstrates that switching completely to IQOS, while not risk-free, presents less risk of harm compared with continuing to smoke cigarettes
How do you measure the number of IQOS users?
We use PMI Financials or estimates, IQOS user panels and PMI Market Research. The number of total users we report refers to IQOS users for whom PMI HeatSticks represent at least 5% of their daily tobacco consumption over the past 7 days, while the number of people we estimate have completely quit cigarette smoking refers to IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.
What is this 3R4F cigarette you refer to?
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.
This product is not risk free and is addictive.

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