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FAQ

Important information during quarantine period

Are IQOS stores open?
The health and safety of our community is important to us. With a sense of responsibility towards our store employees and customers, and with the aim of helping to prevent the further spread of COVID-19, we are temporarily suspending the operation of IQOS stores. However, we continue to do our best to ensure that our consumers do not miss out.
Where can I purchase IQOS systems or accessories?
IQOS systems and accessories, cleaning products can be purchased at iqos.com. Free delivery is granted for all goods in Lithuania.
Delivery of our goods is carried out by „DPD Lietuva“ in compliance with security requirements.
Important! Payments for goods purchased by courier can be made only by bank card. Cash payment is not available.

You can also continue to buy IQOS at „Circle K“, „Baltic Petroleum“, „Viada“ or MAXIMA (XX, XXX, XXXX).
IQOS 2.4 Plus systems are sold at „Circle K“, „Viada“, „Baltic Petroleum“, MAXIMA (XX, XXX ir XXXX).
IQOS 3 DUO are sold only at „Circle K“.
Read how to do it quickly and easily here.
Where can I buy heated tobacco products?
Heated tobacco products continue to be sold by our partners: „Circle K“, „Baltic Petroleum“, „Viada“, MAXIMA, RIMI, IKI, „Narvesen“, „Lietuvos spauda“, „Kauno spauda“ and others. Most of them work as usual, but we recommend keeping track of any changes in their working hours.
What to do is IQOS is malfunctioning?
If your IQOS is malfunctioning, we continue to provide warranty and IQOS insurance. Simply contact IQOS Customer Service at toll-free number 8 800 200 90.
If you have an IQOS 2.4 or IQOS 2.4 Plus device, contact IQOS Customer Service for replacement at your nearest „Circle K“, „Baltic Petroleum“, „Viada“ gas station or it will be delivered to you by a courier. More information on how to do this is here.
If you have an IQOS 3 DUO, IQOS 3, IQOS 3 MULTI or a limited edition IQOS device, the new device will be delivered to you by courier as soon as possible after contacting IQOS Customer Service.
What is the best way to clean IQOS?
Wipe the outside of the Charger, the Holder and the associated accessories with a wipe containing 62–71% ethanol (markets to amend depending on local context e.g. for countries where ethanol cannot be used, please use isopropanol in the same concentration). Dispose of the used wipes in a bin.
Next, clean the inside area of the holder with the dedicated IQOS cleaning sticks. Dispose of the used sticks in the bin.
Can I try IQOS before buying?
Yes, we suggest you trying IQOS for free for up to 14 days before you buy it. All you have to do is fill out the form here: https://kontaktai.iqos.lt/en/

Important! We understand the increased concerns about safety and desire to minimize unnecessary contacts. Therefore, we take into account the needs of our customers:
• if you decide to try IQOS now, you can return it to us in 14 days, not 7 days as before;
• you will get a brand new, unpacked IQOS 2.4 Plus system;
• we will deliver IQOS to you free of charge throughout Lithuania;
• we will pass IQOS kit to you in compliance with security requirements;
• we will explain how to use the device remotely;
• you will return the device to us in a secure, non-contact manner at the end of the trial period;
• if you decide to buy your own IQOS after trial, you will be able to choose a new system (color and model of your choice).
If I have any other questions, who should I contact?
You are welcome to contact IQOS Customer Care Service in the most convenient way for you (I-V 8:00-22:00, VI-VII 9:00-20:00) or visit IQOS Help section. You can contact:
  • by clicking on the LiveChat icon in the right corner of this site;
  • by sending us a private message on the IQOS Lithuania Facebook page; or by e-mail info@iqos.lt;
  • by calling toll-free number 8 800 200 90.
This site contains information on a product containing tobacco and is reserved for smokers over 18 years old residing in Lithuania.
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This site contains information on a product, which is for adults only. The website is reserved for smokers over 18 years old.

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