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 test IQOS on a 14-day Test-Drive before you buy it. Learn more about the program in the Test Drive section. Or you can ask any of our official IQOS stores or a local partner's store in your city and get full advice about IQOS.
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
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?

You can get service abroad by becoming a member of the IQOS CARE PLUS program. Details in the International Support section.

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, manufactured for Kazakhstan market.
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?
We accept any devices including non-operational and out-of-warranty devices.
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?
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
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.
What is FDA?
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.

Besides its correlation with the tobacco products, the organization is also responsible for the safety of food, medicine, cosmetics, etc. The FDA is regulated by legislative acts (the "Federal Food, Drug and Cosmetic Act").
What does FDA’s authorization on IQOS means?
FDA authorized IQOS to be marketed in the US as a modified risk tobacco product (MRTP), with a reduced exposure claim. IQOS is the first and only tobacco heating system that has completed the US FDA Modified Risk Tobacco Product application process and received such status. The FDA’s decisions show that IQOS is a fundamentally different product compared to cigarettes.

IQOS is an innovative alternative to tobacco consumption based on a heating process without fire, smoke or ash. When smoking cigarettes, the tobacco burns at temperatures over 800 ° C, creating smoke and ash. Unlike cigarettes, IQOS heats tobacco up to 350 ° C, ensuring the real taste of tobacco, but not burning. When consuming IQOS, the level of harmful and potentially harmful substances in tobacco vapor is reduced by an average of 95%, compared to the smoke emitted from smoking a cigarette *.

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. Only for people aged 21 and above.
*Source: PMI 3month reduced exposure studies conducted in Japan and the US in near real world conditions. These studies measured exposure to 15 harmful chemicals, and compared to the levels observed in smokers who switched to IQOS with levels
measured in smokers who continued to smoke cigarettes.
What is the difference between Fiit and HEETS?
•    Although Fiit and HEETS tobacco sticks are produced according to the same manufacturing standards, we use different tobacco blends, so each product has its unique flavour recipe.
•    You now have four different Fiit variants to chose from with the introduction of the 4 new varients in the market. Ranging from classic heated tobacco taste to new menthol flavors.
•    And you have over 8 HEETS variants to choose from. And if you have not found your perfect taste, we suggest you pass by an IQOS store to try the taste exploration kit.
•    lil SOLID 2.0 and IQOS 3 DUO also have different heating technologies. lil SOLID 2.0 heats with a pin which heats the tobacco from the inside. And IQOS 3 DUO heats the tobacco from the inside through HeatControl technology- through a blade
•    Please, note that HEETS tobacco sticks are designed to be used only with IQOS device, and Fiit are designed to be used only with lil SOLID device.
What is lil SOLID 2.0?
Lil SOLID 2.0 is the next generation lil SOLID all-in-one tobacco heating device introduced by IQOS, to enjoy a real tobacco taste without smoke and ash.
lil SOLID's pin heating technology gives you real tobacco taste without fire, ash and smoke.
Lil SOLID is designed to be used only with Fiit tobacco sticks.
How to use lil SOLID 2.0?
If you have a new lil SOLID 2.0 device and will be using it for the first time, first wake it up from sleep mode by pressing the button for 2 seconds or connecting the charger to the charging port. A full charge will take approximately 2 hours.
  1. Slide open the Cover of the stick insertion part at the top of the device
  2. Insert a Fiit tobacco stick with the tobacco part facing down
  3. Press the button for 2 seconds until vibration occurs. State LED blinks in ice blue and the device vibrates simultaneously. Pre heating takes about 25 seconds depending on the use environment. When the preheating process ends, the State LED lights come on and vibrations occur simultaneously to indicate that the tobacco stick is ready for use.
Your device is ready to use!
The experience lasts for 14 puffs or up to 5 mins, whichever comes first. 30 seconds prior to the end of the session or when the last 3 puffs are left the device will vibrate once and the State LED will blink in ice blue until the end of the session. When the session comes to an end, the State LED and the device turn off automatically. You do not need to press the button.
To extract the tobacco stick, twist the tobacco stick more than 3 times in one direction.
You may use the device up to 3 consecutive times without waiting time between 3 sticks.
How to check the charge level of lil SOLID 2.0?
To check the charge level of the lil SOLID 2.0 device press the Button or plug the device in a power outlet using the supplied USB Cable and AC Power Adaptor.
The charging status of the device is displayed as follows: Blue (100 ~ 60% charged), Ice blue (60 ~ 30% charged), Orange (30 ~ 1% charged), Red – (needs to be charged)
How can I reset Iil SOLID 2.0?
  1. Press the Button for 8 seconds (even if vibration occurs within 2 seconds)
  2. The State LED will blink twice in red, orange, ice blue and blue, sequentially
  3. When the device is reset, the State LED lights in ice blue for 1 second, and vibration occurs twice, simultaneously
How to clean lil SOLID 2.0?

Always turn OFF the device before cleaning. Let it cool down after the last use.

  1. To use the Cleaning Wiper, gently snap open the side with the ⊙ mark.

  2. To use the Cleaning Brush, gently snap open the side with the mark.

  3. Remove the cap from the device

4. Insert the Cleaning Wiper into the device and clean the device by spinning the cleaning wiper. Repeat this steo with the cleaning brush.

What Fiit variants are available?
Four variants are available:

Fiit tobacco sticks are designed to be used only with lil SOLID device.
What is the difference between Fiit tobacco sticks and cigarettes?
Both, cigarettes and Fiit tobacco sticks contain nicotine, which is addictive. However, this is the only common point.
In cigarettes, the tobacco is burnt, whereas with Fiits its heated when used with the lil SOLID 2.0.
Because lil SOLID heats the tobacco rather than burning it, using Fiit you will enjoy: no cigarette smell smoke and a tobacco experience without ash and fire.
Can I use cigarettes with Iil SOLID device?
No. Cigarettes cannot be used with lil SOLID device because of different manufacturing design. Fiit tobacco sticks have been specifically designed for use with lil SOLID device
Low or no aerosol
If you experience that you only get a little bit of aerosol compared to your previous experiences, please ensure you check the following:
  • You are using the Fiit tobacco stick and not any other brands or products
  • You have correctly inserted the Fiit tobacco stick in the lil SOLID device without breaking or turning the tobacco stick
  • You allow the device to pre-heat for about 25 seconds prior to puffing
  • You clean your lil SOLID regularly (every 20 sticks)
  • You pause between puffs to allow the pin to properly heat the tobacco and generate aerosol
What are the differences in IQOS and lil SOLID offerings?
lil SOLID and IQOS are both smoke-free products, however, these devices have different offerings. It is only your own preferences, goals and budget that define your choice.
lil SOLID device is a smoke-free product that:
  • has limited selection of device colors and tobacco flavors
  • no customization options or accessories
  • however, all in one simple and practical device that offers real tobacco taste with no fire, smoke or ash
  • it suits best customers who value simplicity and practicality
IQOS device is a smoke-free product that has different offerings:
o wider range of flavors – expertly crafted by our flavor masters to provide real tobacco taste and satisfaction
  • portfolio of devices, colors & stylish accessories
  • more than 500 customization options for your device
  • loyalty program, support programs and connected experience
Can I customize lil SOLID 2.0 device?
We sell lil SOLID charging accessories — AC Power Adaptor, USB cable.
If you are looking for a device that enables customization, we advise you to consider IQOS – with more than 500 customization options for your device.
Why is PMI endorsing lil? Why is lil introduced by IQOS outside South Korea?
PMI’s objective is that all adults who would otherwise continue to smoke or use other nicotine products switch as soon as possible to better alternatives to cigarettes.
In addition to our ongoing efforts to develop and commercialize our line of smoke free alternatives to cigarettes, commercializing lil outside of South Korea complements our portfolio of smoke free alternatives, while giving adult smokers more options in terms of range in taste, price and technology to choose from.
Important information: IQOS and lil SOLID are not risk free.
This product is not risk free and provides nicotine, which is addictive.
Only for use by adults who would otherwise continue to smoke or use other nicotine products.


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