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Frequently Asked Questions

FAQ

Smart Change

What is Smart Change?

Smart Change is a program that allows you to recycle your used device – IQOS 2.4 PLUS, IQOS 3 MULTI, IQOS 3.0, and receive an environmental coupon worth 300 MDL, which you can use to purchase an IQOS 3 DUO priced at 999 MDL.
Used devices are collected and shipped to a recycling facility, thus reusing device elements and reducing the impact on the environment.

How do I know if my device is eligible for the program?

Please call 080 002 400 (toll-free number) and we will help you determine whether your device is eligible.
Some conditions apply for you as a user and for the device, you'd like to recycle:

- IQOS user registered in our database and with a permanent or temporary residence in Moldova.
- IQOS 2.4 PLUS, IQOS 3.0, or IQOS 3 purchased in an official IQOS store or from one of our official IQOS partners in Moldova are accepted for recycling.
- The device is registered in your user account and has Care Plus activated, its warranty expiring in less than 3 months, or having already expired.
IQOS 2.4 + and IQOS 3.0 device components must be registered in your account as a single device.

Do I have to pay for recycling?

The service is free of charge, and so is the Care Plus Program.

If I have several eligible devices, can I purchase the IQOS 3 DUO with a 300 MDL discount?

You can use the environmental coupon to purchase a new IQOS 3 DUO. The coupons cannot be cumulated for the purchase of a new device.

Can I send the coupon as a gift to a friend?

You can use this coupon to purchase an IQOS 3 DUO for your friend (as long as he is an adult smoker), and then, with both parties in agreement, we will transfer the device on his / her user account. The environmental coupon cannot be transferred to third parties.

How do I apply for the service?

1. Call the Call Center at 080 002 400.
2. Visit the official IQOS stores or an authorized IQOS representative.

Can I recycle the device without the box and accessories?

We recycle only the devices, you can keep the accessories.

What should I do if I don't have a user account and the device is not registered

If you purchased the device in Moldova, in an official IQOS store or from an official IQOS partner, you can create an account and add your device to our database by calling our Call Center at 080 002 400 (toll-free number), at the official IQOS sales points or at the official IQOS representatives.
Subsequently, you will be able to participate in the Smart Change program.

Why do you need my ID card?

According to current law, during the process of shipping the device for recycling, a document must be issued which will legalize the transaction. This is a purchasing act. These documents will be saved and used only for tax and accounting purposes. The program participants are absolved of expenses (taxes and dues).

Why don’t you recycle devices from other countries?

We accept any IQOS device for recycling. Only devices purchased in the Republic of Moldova may participate in the Smart Change program.

Why can't I give the coupon to a friend?

We are taking all necessary measures to ensure that IQOS products and services are used only by smokers or IQOS users over 18 y.o. This is why you cannot transfer the coupon to a person whose age and status cannot be verified.

Why can't I use the coupon in other shops like Darwin or Enter?

We monitor directly every stage of the process of transferring the devices for recycling and environmental coupon issue, thus both the issuance and application of the coupon can be executed only in specialized IQOS stores or with an authorized IQOS representative.
The program can be accessed in Heated Tobacco Shops at Malldova, Sun City and Atrium. The list could expand in the future.

What is the coupon’s validity?

You have 3 months at your disposal, this is the validity period of your coupon.

Can I get a new device in installments after using Smart Change?

Yes, you can use the environmental coupon for an eligible device to purchase an IQOS 3 DUO and the remaining cost can be paid in installments.

How can I recycle my IQOS if it's not eligible for Smart Change?

You can bring your device to one of our Heated Tobacco Shops in Atrium, Sun City and Shopping Malldova.

What if I have other questions?

Our experts are ready to help you with any inquiries, call 080 002 400 (M-F, 09:00-18:00 and weekend: 10:00-19:00)

Heat Not Burn Technology

What is IQOS?

IQOS is an alternative for adult smokers who would otherwise continue to smoke and want to enjoy real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It is not for people who have quit smoking or have never smoked. IQOS is a product that uses sophisticated electronics to heat tobacco to release a flavourful nicotine containing vapour. IQOS and HEETS tobacco sticks are not for minors (under 18 years).

Will IQOS help me quit smoking?

No. IQOS is not a smoking cessation device or intended as a device to quit smoking. If you are concerned about the health effects of smoking, your best option is to quit tobacco use altogether.

Does IQOS produce smoke?

No, IQOS does not produce smoke because it does not burn tobacco. It generates a tobacco vapour that is what you see when using IQOS.

What is the difference between cigarettes and IQOS?

IQOS heats tobacco instead of burning it. It provides real tobacco taste without fire, ash or cigarette smoke, and less smell.
IQOS emits on average 95% lower levels of harmful chemicals compared to cigarettes.*
Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

* Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk.
For the adult smokers who are concerned about the health effects of smoking, the best option is to quit tobacco use altogether.

Can I use cigarettes with IQOS device?

No you should not. IQOS device has been designed to work exclusively with HEETS tobacco sticks, and vice versa. It is only by using both together that you can feel the characteristics that the system provides and that have been proven by PMI science. All our studies are based on the use of IQOS with HEETS tobacco sticks.

Is using IQOS safe/risk free?

No. IQOS is not risk free. IQOS emits on average 95% lower level of harmful chemicals compared to cigarettes*.
Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

* Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk.
For the adult smokers who are concerned about the health effects of smoking, the best option is to quit tobacco use altogether.

If I have any further questions, who should I contact?

For any assistance, please, contact our Customer Care:

By phone: 080 002 400 (Available Monday - Friday, 9:00 - 18:00 and weekend, 10:00 - 19:00)
By email: contact.md@IQOS.com

HEETS tobacco sticks

What does the ban on menthol and capsule cigarette sales mean?

As of May 20, 2020, all menthol and capsule cigarettes will completely disappear from the Moldovan market, including from Duty Free stores. Consumers of menthol will still be able to find this flavor in heated tobacco products.
Menthol flavored HEETS tobacco sticks will still be available since they are not subject to these regulations – tobacco sticks are not cigarettes.

Which HEETS flavors are available?

7 HEETS flavors are available in the Republic of Moldova: Amber Selection, Bronze Selection, Green Zing, Purple Wave, Sienna Selection, Turquoise Selection, and Yellow Selection.

Where can I find HEETS Purple Wave and Green Zing?

HEETS Purple Wave and Green Zing are available for sale in shops, gas stations and online. Viber bot will help you find the nearest point of sales, or go directly to straus.md or foodhouse.md.

What is the puffing time of HEETS tobacco stick?

HEETS tobacco sticks are designed for the same duration and number of puffs as cigarettes.

Why are HEETS tobacco sticks shorter than cigarettes?

The HEETS tobacco sticks are designed specifically for the IQOS devices. They have an optimal length, diameter and design for the IQOS Holder.

Why do HEETS tobacco sticks taste different from my usual cigarettes?

The taste of HEETS tobacco sticks is different from that of cigarettes because tobacco is heated rather than burned. By heating the tobacco, the true taste of the tobacco is released. HEETS tobacco sticks are made from a specially selected blend of tobacco.

Do HEETS tobacco sticks contain nicotine?

Yes, HEETS tobacco sticks contain nicotine, which is addictive. Nicotine is naturally present in the tobacco used in HEETS. It is released in the vapor that is generated during the IQOS usage.

I cannot insert HEETS tobacco stick into the Holder.

If you experience difficulty inserting HEETS tobacco stick, check if the tobacco portion from a previous HEETS tobacco sticks stuck in the Cap. Then, using the Pin from the IQOS Cleaner, push the tobacco portion out.

What is the composition of the HEETS tobacco stick?

Tobacco part consists of the carefully selected, finely ground and specially prepared tobacco. Non-tobacco part consists of:
• Cooling plug - made of corn-based material also used in medical, food and beverage industries
• Air flow chamber – designed to hold the tobacco plug in place and transfer the aerosol to the cooling plug
• Protective wrap – protective aluminium wrap which helps to deliver a consistent taste experience
• Filter - similar to the mouthpiece filter of a cigarette. Made of cellulose acetate.

FDA authorization for IQOS system

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. The FDA is responsible for regulating the manufacturing, marketing, and distribution of tobacco products in the US.

What is an MRTP?

MRTP stands for Modified Risk Tobacco Product.
On July 7, 2020, the US Food and Drug Administration (FDA) authorized IQOS to be marketed in the US with a claim of reduced exposure to harmful chemicals. This makes IQOS the first and only heated tobacco system authorized as a Modified Risk Tobacco Product with reduced exposure information in the US.

What is the difference between FDA approval and authorization?

The FDA regulates a variety of consumer products, including tobacco. However, US law expressly prohibits making any claims, express or implied, that a tobacco product is “FDA approved,” as the statutory standards applicable to tobacco products are not intended to show, among other things, that a tobacco product is “safe” or “effective” (i.e., the standards applicable to drugs and medical devices) given that all tobacco products are not risk-free. Instead, the FDA authorizes (or not), the marketing of tobacco products as “modified risk tobacco products” in the US when they are intended to be sold with exposure modification or risk modification claims.

After reviewing the scientific evidence on IQOS, the US FDA authorized the marketing order of IQOS, concluding that:
- The IQOS system heats tobacco but does not burn it.
- The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals.
- Switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*, and communicating this is appropriate for the promotion of public health.

Important information: Not FDA approved. IQOS is not risk-free. It delivers nicotine, which is addictive.

What is the difference between IQOS as an MRTP and cigarettes?

The US FDA decisions, authorizing IQOS to be marketed with reduced exposure information show that IQOS is a fundamentally different product compared to cigarettes. IQOS is a better choice for adults who would otherwise continue smoking. Unlike cigarettes, the IQOS system heats tobacco instead of burning it. This significantly reduces the production of harmful or potentially harmful chemicals compared to cigarette smoke.
Furthermore, scientific studies have shown that switching completely from conventional cigarettes to the IQOS system significantly reduces the body’s exposure to harmful or potentially harmful chemicals.*

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.
*Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real-world conditions. These studies measured exposure to 15 harmful chemicals and compared the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes

What is the difference between IQOS as a Modified Risk Tobacco Product and vaping products?

Similar to our IQOS heat-not-burn system, vaping products are smoke-free alternatives to continued smoking. However, there are also important differences between the two. E-cigarettes don’t contain tobacco. Instead, they heat an e-liquid containing nicotine and flavors to produce an aerosol. So far, no vaping product has been authorized for marketing by the US FDA. The IQOS system is the first and only tobacco heating system authorized in the US as a Modified Risk Tobacco Product. The FDA concluded that switching completely to IQOS reduces the body’s exposure to harmful or potentially harmful chemicals.*

Important information: Not FDA approved. IQOS is not risk-free. It delivers nicotine, which is addictive.
*Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real-world conditions. These studies measured exposure to 15 harmful chemicals and compared the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes

How does the US FDA announcement change the marketing of PMI’s smoke-free products?

The US FDA’s decisions, authorizing IQOS to be marketed in US with reduced exposure information encourages us to continue our mission of replacing cigarettes with science-based, smoke-free products applying our responsible marketing practices.
PMI’s marketing practices must always adhere to the following four core principles:
1) We only market and sell our products to adult smokers.
2) We warn consumers about the health effects of our products.
3) Our marketing is honest, transparent, and accurate.
4) We respect the law.

IQOS Devices

Is IQOS safe as an electronic device?

IQOS Holder and Pocket Charger are safe, as electronic devices, when used in accordance with the instructions in the Quick Start Guide. For more details refer to the User Guide. They both comply with EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.

What should I do if my IQOS device is not functioning?

If your IQOS device is not working, simply perform a reset. Still no luck? Please contact Customer Care (080 002 400 Monday - Friday 9:00 - 18:00 and weekend, 10:00 - 19:00) or ask for assistance at the nearest IQOS service point.

What are the optimal IQOS storage conditions?

Keep IQOS away from water, direct sunlight and/or heat. Do not leave IQOS device for extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.

Can I use IQOS indoors?

The IQOS use in indoor public places is forbidden.

Use of IQOS in holiday destinations

The inbound allowance for tobacco sticks are similar to cigarettes and may vary from one country to another. Before leaving, please double check the allowances set by respective government agency in the country of your travel. Customs authorities in the country of your destination may challenge the excess of the inbound allowance and could take the product, or even apply fines. Travelers should check before traveling if entering with tobacco products in their country of destination is allowed.

IQOS 3 DUO

How is IQOS 3 DUO different from the previous devices?

The new IQOS 3 DUO has the following specifications:

- It enables two consecutive uses without Holder recharging
- Faster Holder compared to previous versions:

• At least 2min 20sec faster than charging the Holder of IQOS 2.4 Plus*
• At least 1min 40sec faster than charging the Holder of IQOS 3*
- It hosts our IQOS ProtectPlus™ System for better protection and reliability and NFC chip for easy registration and access to IQOS website.

*provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage.

How can I check the charge level of the battery (IQOS 3 DUO)?

To check the charge level of the IQOS 3 Duo Pocket Charger, press & release the Pocket Charger Button.

The Pocket Charger Status light will turn ON for 3 sec to indicate battery status: 4 LEDs = more than 75% charged. 1 LED = low charge. Need to charge.

How long does it take to fully charge the IQOS 3 DUO device?

It takes approximately 120 minutes to fully charge the IQOS 3 DUO Pocket Charger from an electrical outlet. Only charge IQOS 3 DUO device using IQOS AC Power Adaptor and USB cable.

Should I always fully charge my Pocket Charger battery (IQOS 3 DUO)?

IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage.
If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.
The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.

Can I charge IQOS 2.4/2.4+ Holder with the IQOS 3 DUO Pocket Charger and vice versa?

No, the new IQOS 3 DUO Pocket Charger is only compatible with IQOS 3.
If you insert the IQOS 2.4+ Holder into the IQOS 3 DUO Pocket Charger, the Holder will not fit because of different size.
If you accidentally insert the IQOS 3 DUO Holder in the IQOS 2.4+ Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.

Can I use IQOS AC power adaptor & USB cable from the previous device version to charge the IQOS 3 DUO device?

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 DUO USB cable hosts a USB-C port, which is different from that of IQOS 2.4+.

How can I reset my IQOS 3 DUO device?

You can easily reset your IQOS 3 DUO device by pressing and holding the Pocket Charger Button for 10 seconds (until lights fade out), then releasing. All Status Lights will turn OFF, blink three times, and progressively fade in, to confirm the RESET.

How to check the Holder status for available uses (IQOS 3 DUO)?

You can check the Holder status (how many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger:

To check the status on the Holder:
- Press & release the Button of the Holder:
- 2 lights – ready for two uses
- 1 light – ready for one use
- No light – Holder not charged

To check the Holder status on the Pocket Charger:
- Press & release the Pocket Charger Button
- 2 lights – ready for two uses
- 1 light – ready for one use

On IQOS 3 DUO P. Charger
On IQOS 3 P. Charger*

* For those customers who use a mixed version of IQOS 3 DUO Holder in the IQOS 3 Pocket Charger. In some cases it may be required to upgrade the firmware of IQOS 3 Pocket Charger to know when the Holder is ready for 1 use.

How does IQOS 3 DUO adapt to the rhythm of consumption?

IQOS 3 DUO enables to have two consecutive uses without Holder recharge. They will be indicated by the two white LED lights on your Holder and Pocket Charger.

Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready, 1 LED – 1 use.

If you need the second use right away, your Holder is instantly ready for it.

If you do not need the second use right away, simply put the Holder back in the Pocket Charger for a quick recharge to have 2 uses back again.

In most cases, you can charge Holder back to at least one experience faster than Holder.

What do device vibrations mean (IQOS 3 DUO)?

IQOS 3 DUO Holder vibrations are activated in the following situations:
- At the start of the heating (once you press the Holder Button to start) - one vibration
- When the device is ready to be used – two vibrations
- When the experience is nearly complete (30 seconds prior the end) - two vibrations

What is the optimal IQOS 3 DUO device functioning temperature?

IQOS 3 DUO is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 0°C and 50°C.

IQOS 3

How long does it take to fully charge the device?

It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 device using supplied AC Power Adaptor and USB cable.

Should I always fully charge my Pocket Charger battery?

The IQOS 3 device does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the holder up to 20 times.

Can I charge 2.4 Plus Holder with the IQOS 3 Pocket Charger and vice versa?

No, the new IQOS 3 Pocket Charger is not compatible with the previous versions. If you insert the 2.4/2.4 Plus Holder into the IQOS 3 Pocket Charger, the Holder will not charge because of the different size. The IQOS 3 Holder cannot be inserted into 2.4 /2.4 Plus Pocket Charger because of the different size.

Can I use the AC power adaptor & USB cable from the previous device version to charge the IQOS 3 device?

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 USB cable hosts a USB-C port, which is different from the previous versions.

How can I reset my IQOS device?

You can easily reset your IQOS 3 device by pressing and holding the Pocket Charger Button for 8 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset.

What do device vibrations mean?

Holder vibrations are activated in the following situations: - At the start of heating (once you press the Holder Button to start) - When the experience is nearly complete (30 seconds prior the end)

What do the lights on my Holder mean?

IQOS Holder vibration:
• Vibration begins and a light pulses when you press and hold the Heating Button. This indicates the beginning of the experience (that you can enjoy a tobacco stick for about 6 minutes or 14 puffs whichever comes first).
• Vibration and blinking begin when there are 30 seconds or 2 puffs left. This indicates that the IQOS Holder will switch off automatically.

Auto cleaning:
• Auto cleaning is automatically triggered every 20 charges, after the IQOS Holder has finished its charging process.
• During auto cleaning, the user will observe a longer charging process of the Holder (recharge – cleaning – recharge) and constant pulsing white lights.

What do the lights on my Pocket Charger mean?

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged, etc.

Red blinking light can occur on:
• Only Bottom Charger Light indicator: the device is outside operating temperature (0 - 50°C). -> Wait until the device is within temperature limits.
• Holder status light: Holder malfunction -> Please, perform a reset of the IQOS device.

Still no luck? Please contact Customer Care By phone: 080 002 400 (available Monday - Friday, 9:00 - 18:00 and weekend, 10:00-19:00), by email: contact.md@IQOS.com or ask for assistance at the nearest IQOS store.

What is the optimal IQOS device functioning temperature?

The IQOS 3 device is designed to operate in different temperature conditions, while the optimal taste of HEETS sticks is achieved between 10 ℃ and 50 ℃.

What is a smart blade self-cleaning system?

The smart blade self-cleaning process is automatically activated after every 20 sessions, when the Holder is charging. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process easier while ensuring the best tobacco taste experience.

What is a New Protect Plus™ System?

Protect Plus™ System hosts a number of technological improvements:
- robust outer shell improves shock resistance of the device
- new side door opening tested to guarantee reliable performance
- new technology provides longer battery life
- heating chamber of your Holder has been redesigned for improved reliability

How can I check the charge level of the battery?

You can easily check the charge level by following these simple steps:
1. Press Pocket Charger Button for 1 second (short press)
2. The Battery Status lights will turn on and indicate the level of charge.

IQOS 3 Multi

How can I check the charge level of the battery?

You can easily check the charge level by following these simple steps:
1. Press IQOS 3 Multi Button for 1 second
2. The Battery Status lights will turn on and indicate the level of charge

How long does it take to fully charge the device?

It takes approximately 75 minutes to fully charge the IQOS 3 Multi from an electrical outlet. Only charge IQOS 3 Multi device using supplied AC Power Adaptor and USB cable.

Should I always fully charge my Pocket Charger battery?

The IQOS 3 Multi device does not require a full charge to work. If the device is fully charged you may use it up to 10 back-to-back sessions without recharging.

How can I reset my IQOS device?

You can easily reset your IQOS 3 Multi device by pressing and holding the Button for 10 seconds and then releasing. The lights will fade in and out to confirm a reset.

What do device vibrations mean?

IQOS 3 Multi vibrations are activated in the following situations:
— At the start of heating (once you press the Button to start)
— When the experience is nearly complete (30 seconds prior the end)

What do the lights on my IOQS 3 Multi mean?

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.
Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C).
Please, perform a reset of your device and try again.

Still no luck? Please contact Customer Care by phone: 080 002 400 (available Monday - Friday, 9:00 - 18:00 and weekend, 10:00-19:00), by email: contact.md@IQOS.com or ask for assistance at the nearest IQOS store.

What is the optimal IQOS device functioning temperature?

IQOS 3 Multi is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 0℃ and 50℃.

What is a smart blade self-cleaning system?

The smart blade self-cleaning process is automatically activated after every 10 back-to-back sessions, when connected to the power. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process effortless while ensuring the best tobacco taste experience.

IQOS 2.4 Plus

How long does it take to fully charge the device?

It takes approximately 90 minutes to fully charge the IQOS 2.4 Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4 Plus device using the supplied AC Power Adaptor and USB cable.

Should I always fully charge my Pocket Charger battery?

The IQOS device does not require a full charge to work. If the IQOS 2.4 Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

How can I reset my IQOS device?

You can easily do a reset of your IQOS 2.4 Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

What do device vibrations mean?

Holder vibrations are activated in the following situations:
– At the start of heating (once you press the Holder Button to start)
– When the experience is nearly complete (30 seconds prior the end)

What does the red light on my Pocket Charger mean?

a. Holder light on the IQOS 2.4 Plus Pocket Charger indicates a Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle.
b. The bottom light on the Pocket Charger Battery Status indicates a Pocket Charger malfunction or device is outside its optimal operating temperature (10°C - 40°C)
Please, perform a reset of your device and make sure it is in the optimal temperature range.

Still no luck? Please contact Customer Care by phone: 080 002 400 (available Monday - Friday,9:00 - 18:00 and weekend, 10:00-19:00), by email: contact.md@IQOS.com or ask for assistance at the nearest IQOS store.

What is the optimal IQOS device functioning temperature?

IQOS 2.4 Plus is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 10℃ and 40℃.

IQOS Rental

What is the IQOS rental service about?

This service allows you to temporarily use a brand new device for a duration of 7 or 14 days, at a cost corresponding to the selected duration – 15 MDL or 30 MDL.
Rental will enable you to use the device to see how the HeatControl™ system works and evaluate the device’s features.

Only adult smokers are eligible for the IQOS rental service (only adults aged 18 years or older).

How do I apply for the service?

To use the IQOS rental service you have to access www.darwin.md, straus.md, foodhouse.md or,
1. Go to an official IQOS store in Malldova, Atrium or Sun City to sign the contract. You must have an ID, be an adult smoker resident in RM (temporarily or permanently), and not have a prior rental contract.
2. Sign the contract.
3. Have an account created for you on the spot and receive the device.
4. Follow the device’s use guidelines.

How many times can I rent IQOS?

IQOS rental is only possible once per person. If you have rented the device for 7 days you can extend the rental period by another 7 days, but you cannot exceed 14 days.

Can I rent IQOS 2.4 Plus or another model?

The IQOS device rental service is currently available only for the IQOS 3.0 model.

How much does the IQOS rental service cost?

Depending on the selected device rental duration, you will pay 15 MDL for 7 days, or 30 MDL for 14 days.

Where do I go to rent an IQOS?

Access it online or visit the official IQOS stores in Malldova, Atrium, Sun City to sign the IQOS rental contract.

Can I rent an IQOS for somebody else?

The rental service is provided exclusively to the person with whom the rental contract is signed, and cannot be transferred to third parties.

What do I get when renting the device?

The IQOS rental service includes the following set:
1 IQOS 3.0 portable charger
1 IQOS 3.0 holder
Charging adaptor
USB-C charging cable
IQOS cleaning device.

Do I also get HEETS with the IQOS rental?

HEETS are not included in the IQOS rental set, but you can choose and buy HEETS from the range available in the store. IQOS was designed to work with HEETS, and does not support combination with other tobacco products.

Is support provided as part of the service?

Having signed the contract you will be contacted by a personal expert who will guide you throughout the rental period, provide useful recommendations on proper device use, and offer solutions to any issues that may come up.

Can I travel abroad with a rented IQOS?

You are free to travel with your rented device; however, we recommend you make sure there are no restrictions on IQOS use in the country you are travelling to. Upon your return, don’t forget to return the device when the rental expires.

IQOS has broken down during rental, how do I have it repaired or replaced?

Each device is covered by the Care Plus program, therefore, if the device breaks down during rental call 0 8000 2400 free of charge, or visit one of the official IQOS stores in Malldova, Sun City or Atrium, or you may contact the personal consultant, if you have contracted the service through one.

What happens if IQOS breaks down during rental?

If IQOS breaks down for reasons beyond your control, the company will fix the fault or replace the faulty component.
You are also entitled to return the IQOS device before expiry of the rental duration by signing a handover document within an official store or with the personal consultant.
In this case, the amount for the unused rental duration shall not be refunded.
Please do not apply to other service points, except official IQOS centers.

Are there penalties for keeping the device over the duration stipulated in the contract?

If you keep the device longer than the duration stipulated in the contract, you will have to pay a penalty of 50% of the rental cost for each day of delay.

Where do I return the rented device, can I return it in any store?

The IQOS device should be returned to any official IQOS store in Malldova, Sun City or Atrium, or to the personal consultant, if you have contracted the service through one.

Can I buy the rented device after expiry of the rental period?

Upon expiry of the rental period, you may choose and buy a new device from the models available in the store. The rented device is provided as part of the rental service only.

Services and Support

How can I get assistance if I am abroad?

You can get International Assistance by calling 0080025592559 (free call).
Certain connection restrictions may be applied by some operators. In such unlikely events, you can call us on +41215478888 (charged call).

- Certain charges may apply, please contact your operator for details.
- Outside working hours (09:00-18:00) only assistance in English will be provided.

Do you offer any personalized assistance? Is it free of charge?

We know that some adult smokers find it difficult to convert to IQOS. That is why we encourage adult IQOS users to join our complimentary QOACH support program. How does this program help? Our highly trained QOACHES will accompany you every step of the conversion journey, providing support on the initial stage and answering all your questions related to the use of IQOS.

How can I enrol in the personalised assistance program?

Please contact our Customer Care Service at 080 002 400 or ask for enrollment in the nearest IQOS point of sale.

Who can enrol in this program?

To join, you must be a legal-age smoker who would like to continue enjoying tobacco products and switch from cigarettes to IQOS. That’s it!

Can I try IQOS before I buy it?

In the official points of sale IQOS you can attend a technical presentation of the product.

Orders & Commercial Information

The Heated Tobacco Shops have reopened and ready to offer you the whole range of IQOS products and services, all available at:

  • Sun City, 32 Pușkin st., 09:00 - 21:00  
  • Malldova, 21 Arborilor st., 10:00 - 22:00  
  • Atrium, 4 Albișoara st., 10:00 - 21:00  
  • Heated Tobacco Shop, 2 Calea Ieșilor st., 09:00 - 21:00  
  • Heated Tobacco Shop, 75 Alba Iulia st., 09:00 - 21:00  
  • Heated Tobacco Shop, 53 Hîncești highway, 09:00 - 21:00  
  • Heated Tobacco Shop, Chișinău International Airport, 08:00 - 20:00  
All products can be ordered by calling 080 002 400 (toll-free), or online at www.darwin.md, www.enter.online, foodhouse.md, straus.md, ddd.md.

Where can I buy HEETS?

Order HEETS by calling at 080 002 400 (free of charge), online at www.darwin.md, straus.md, or foodhouse.md, or visit any Fourchette, Linella, Nr.1, Toto or Velmart stores or any gas station.
If you are looking for the nearest point of sale, open Viber Bot, follow the instructions and in a few seconds, you will have the list of the nearest stores with HEETS.

How do I contact the Call Center?

We are here for you – please call 080 002 400 toll-free to contact our experts to help with your inquires and place orders, Monday-Friday, 09:00-18:00, and Saturday-Sunday, 10:00-19:00.
Additionally, access the Viber Bot to diagnose your device.

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

In case you have any problems with your IQOS please contact our Call Center at 080 002 400 toll-free and we will find, together with our experts, the most suitable and possible solution to help or replace your device.
If you are not sure about reaching us by phone, try to diagnose your device in Viber Bot.

What is the best way to disinfect my IQOS?

Wipe the outside of the charger, the holder, and the associated accessories with a wipe containing 62–71% alcohol. Dispose of the used wipes in a bin.
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 in the bin with the wipes.

We recommend cleaning the device at least once a day with all the cleaning accessories to help to maintain the taste.

Additional Support

This site contains information on a product containing tobacco and is reserved for smokers over 18 years old residing in Moldova.

This product is not risk free and is for adult smokers only.

Are you 18 or over and a smoker?

For more information about Philip Morris International or its products, visit pmi.com.