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Important information for IQOS clients during the period of quarantine

During quarantine, we’re staying with you and providing all necessary services both online and in stores.

Following Government’s decision on easing the quarantine restrictions, IQOS stores open their doors and provide all regular services. Find business hours of IQOS stores here. Yet we recommend safely purchasing necessary goods at our and choosing free courier delivery or pick-up at IQOS stores. When purchasing only IQOS devices (without any other additional items), you can also pick them up at IQOS partner’s points of sale.


  • If your IQOS is malfunctioning, use our online IQOS diagnostic tool, that is available at any time of the day, or contact IQOS Customer Care Service via toll free number 8 800 200 90 to find out, if your system is eligible for free device replacement. Then you will be able to replace the system:
    • If you have IQOS 2.4 Plus device:
      • at Circle K, Baltic Petroleum, Viada gas stations;
      • at MAXIMA (XX, XXX, XXXX) stores (temporarily sales are stopped);
      • at IQOS stores;
      • by free courier delivery.
    • If you have IQOS 3 DUO device:
      • at Circle K, Baltic Petroleum and Viada gas stations;
      • at IQOS stores;
      • by free courier delivery.
    • If you have IQOS 2.4, IQOS 3, IQOS 3 MULTI or any limited edition IQOS device, you may change it:

More information on how to replace a malfunctioning system – here.

  • IQOS systems, accessories and cleaning tools can be purchased at IQOS stores or at We’ll deliver the goods free of charge throughout Lithuania or you can collect them at IQOS stores.
  • You can purchase IQOS 2.4 Plus and IQOS 3 DUO at Circle K, Baltic Petroleum and Viada gas stations.

How to do it in a simple and easy way, read here.

  • If you want to try IQOS, we’ll deliver the system to your home anywhere across Lithuania:
    • try IQOS and return it after 14 days;
    • we’ll explain how to use the device remotely;
    • if you decide to buy IQOS after trial, you will be able to choose a new system in a model of your choice and available colour.

Learn more about the trial here.

How IQOS stores are operating as of 19 April?

Starting 19 April, IQOS stores start working again and provide ordinary services on business days. Important: some of the stores either do not work on weekends or operate as goods collection points.

We want to assure you that we strive to ensure a safe visit to IQOS stores. Our consultants working in stores are regularly tested, wear protective masks and disinfect surfaces regularly.

Please follow these requirements when visiting IQOS stores:

All the latest information is always available in this piece of news, so we invite you to come back here regularly.

IQOS Customer Care Service will continue to serve you remotely. Choose the most convenient way for contacting:

  • by clicking the LiveChat icon at the right-hand corner of this website;
  • by sending us a personal message on our Facebook page IQOS Lietuva or by email at;
  • by calling the toll-free number 8 800 20090.

IQOS Customer Service business hours:
I-V 8:00-22:00,
VI-VII: 9:00-20:00.

If you have any comments or suggestions, we will be happy to receive them via or toll-free number 8 800 20090.

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