Frequently Asked Questions

How can I place an order?

It is very easy. Just add the products you like at our online store to the cart. Then go to the cart, specify the delivery address and make the payment. That’s it. And then you just have to wait - emails of confirmation, processing and shipment of your order by our super friendly support service.

Is there a minimum amount for the order?

No, you can make the order for any amount you like. Then the delivery price will be added to the price of products selected. For more details about delivery, please go to Delivery section.

What is the shipping price?

Shipping price depends on the summary price of all of the products in the order. Try to add goods to the cart to see the shipping price. For big orders shipping is free.

How can I pay for the order?

You can pay for your order choosing one of the payment methods available. There are several that can be used with your credit card. And also you can pay with cryptocurrency like bitcoin.

Do I have to create an account to make an order?

No, you don't have to.

What should I do if I have not received an order confirmation email?

Please check the spam folder in your mail client. If there is no email there either, please write to us on [email protected].

How long does it take to process the order?

We start to process the order right after receiving the payment. Order processing usually takes not more than 48 hours. After that the order goes to delivery service.

How can I contact you if I still have questions?

You can choose any convenient way to contact us that are specified on the Contacts page, or use the online chat. You can write us on our email [email protected] or on one of the messengers specified – Viber, WhatsApp, Telegram. We will answer as soon as possible, but please note that we are in European time zone.

What country do you ship from?

Depending on the selected products and their availability, order can be shipped from our offices in different European countries.

What countries do you ship to?

We can ship our products to any country of the world.

Do you ship to Europe and the United Kingdom?

Yes, we ship our products to European countries and the United Kingdom.

Do you ship to the USA?

Yes, we ship our products to the United States of America, excluding state Arizona.

What kind of delivery would it be?

A package will be delivered to you personally at the address specified in the order. Every order goes with a tracking number.

Can I and should I track my order?

Yes, every order goes with a tracking number, which shows the location of parcel at any moment of time. You can subscribe to the delivery status updates. For example, for USA - at the USPS website, via SMS or email. We strongly recommend to do that. Because after the parcel has passed the customs in the country of destination, the recipient takes full responsibility for receiving it.

How long does delivery take?

Average delivery time to the countries of Europe, the Middle East and North America — 2 - 3 weeks. Please note, that sometimes this time may be increased due to longer processing of international shipments and longer customs clearance. During pandemic in some cases it can be up to 3 - 6 weeks due to reasons beyond our control. If your order will not be delivered to you in 7 weeks, we will send you the goods again, or will issue a refund.

What should I do if the order does not coming too long?

We understand that you would like to get your order as soon as possible. And we do our best that depends on us – its fast processing, including weekends and holidays. But after the order has been passed to delivery service, there is not much that can be done to influence the speed of delivery. Anytime you can contact us and we will definitely try to help you, within our capabilities.

What if the parcel was not received in the country of destination?

If the parcel has arrived in the country of destination, but then it was sent back to the country of origin — due to the absence of the recipient at the address specified, or because the recipient did not collect it at the post office, or due to failure to comply with the local rules and regulations, or for any other reasons. Then the following options are available:
- Send a new parcel with the order, for an additional fee.
- Refund money for the order, minus $99 return fee, after the parcel is returned back.

Can I return a product?

All sales are final. However, if you received a wrong or damaged items, please contact us at [email protected] within 3 days after receiving the parcel.

1. Sign up on a cryptocurrency exchange

Some of the most popular are: coinbase.com, crypto.com, binance.com, kraken.com, blockchain.com etc. Or you can choose any other that complies with the legislation of your country.

2. Verify your account if needed

Go through the KYC procedure - verification process of your account, if it is required by the conditions of the exchange where you registered. KYC (abbreviation from Know Your Customer) is a banking regulation term for financial institutions, as well as other companies dealing with money of individuals. It means that they must identify and establish the identity of a counterparty before conducting a financial transaction.

3. Buy cryptocurrency or stablecoins to your account

After registering and verifying on the exchange, you will be able to operate with cryptocurrency and stablecoins (digital currencies). You can buy, sell and store them. As well as pay for goods and services from partners who support digital payments in cryptocurrency. Including our store.

4. Pay instantly via Coinpayments service

In our store you can use the Coinpayments service for automatic invoicing. After receiving the invoice, you can immediately pay it using one of the 20+ most popular cryptocurrencies.

5. Or request an invoice and pay by yourself

If you want to pay with cryptocurrency that is not available on Coinpayments service, or it is more convenient for you to pay to a direct wallet for any other reasons. Then you can place an order and select "Get an invoice to pay with Bitcoin" and we will send you a QR code and wallet number for the payment. Please note that by default it will be Bitcoin. But you can also request an invoice in another cryptocurrency or stablecoin, just indicate it in the comments to the order. If you own a crypto wallet - congratulations, you are one step closer to the future.

What are Heat-Not-Burn devices?

These are modern electric smoking devices, in which tobacco is heating instead of burning as in conventional cigarettes. In the global market, the three most popular Heat-Not-Burn technology devices are: IQOS produced by Phillip Morris International, Glo produced by British American Tobacco and Ploom produced by Japan Tobacco International.

Is it possible to use conventional cigarettes in Heat-Not-Burn devices?

No. Heat-Not-Burn devices use special technology of interaction with tobacco, which allows only specialised sticks. For IQOS these are Heets, for Glo – Neo, for Ploom - Winston sticks.

Where can I buy IQOS, GLO and Ploom devices online?

You can buy IQOS, GLO and Ploom devices in our store. To find out which device suits you better, you can get more detailed information at their pages on our website, as well as compare the technical characteristics of each device.

Where can I buy Heets, Neo and Winston sticks online?

You can buy Heets, Neo and Winston sticks in our store. Please note that we selling by cartons. One carton contains 10 packs; each pack contains 20 sticks. So in total, there are 200 sticks in one carton. One stick is intended for one session.

Why do you sell Heat-Not-Burn devices cheaper than other shops? Are they new?

Yes, we sell only new goods produced by the official manufacturers, in the original and sealed factory packaging. The low cost is due to direct supplies from the manufacturers and by our extensive work experience in this market since 2016.

Is it possible to buy Heat-Not-Burn products even cheaper?

Yes, it is! We regularly send out promo codes with discounts among our customers and email subscribers. So you are welcome to join our club, too.

What is IQOS?

IQOS is a tobacco heating system. Thanks to the unique technology, IQOS heats tobacco and does not burn it, so there is no ash. A tobacco vapour that is generated by IQOS disappears much faster and smells considerably less than cigarette smoke.

Does IQOS help to give up smoking?

IQOS is not an alternative to giving up smoking. For those adult smokers who are worried about the health risks related to tobacco consumption the best option would be quitting tobacco in any of its forms.

Does IQOS generate smoke?

No, using IQOS releases a kind of tobacco vapour, which allows to fully sense the true taste of tobacco without combustion, ash or smoke.

What is the difference between using conventional cigarettes and IQOS?

IQOS is the best alternative to smoking, as it does not burn tobacco, but heats it. It gives the possibility to enjoy the true taste of tobacco without fire, ash or cigarette smoke, with less smell. IQOS generates a nicotine-containing tobacco vapour. Levels of harmful substances in this vapour are on average 90% lower than in cigarette smoke*. A complete switch to IQOS can be less harmful for health than continuing to smoke cigarettes.

NOTE: it does not mean that using IQOS is harmless or excludes any health risks related to tobacco consumption. If you are worried about tobacco influence on health, the best solution for you would be to quit tobacco at all.

*The average general decrease in harmful and potentially harmful substances measured in aerosol that results from using IQOS, comparing to harmful substances measured in the cigarette smoke from 200 conventional cigarette brands.

The research of aerosol and cigarette smoke was carried out in an intensive mode defined by the Ministry of Health of Canada. Nicotine was not taken into account.

Is IQOS safe?

No. Using IQOS does not exclude risks. Despite the fact that IQOS generates on average 90% fewer harmful substances, they are still present in small amounts. Moreover, the HEETS sticks contain nicotine, which causes addiction. Current scientific research confirms that a complete switch to IQOS can be less harmful for health than continuing to smoke cigarettes. If you are worried about tobacco influence on health, the best solution for you would be to quit tobacco at all.

What is “tobacco vapour” which is released while using IQOS?

Tobacco vapour is aerosol that appears while heating tobacco leaves. The vapour mainly consists of water, glycerine and nicotine.

What is the difference between IQOS and an electronic cigarette?

IQOS uses the technology of heating tobacco without combustion. It releases a kind of tobacco vapour, which allows to fully sense the true taste of tobacco without combustion, ash and smoke. In contrast to an electronic cigarette, which contains liquid, IQOS sticks contain the real tobacco leaf.

How long is one session with HEETS?

HEETS sticks are meant for the same duration of use and number of puffs as conventional cigarettes.

Why are HEETS sticks shorter than usual cigarettes?

Tobacco sticks are intended to be used only with the IQOS devices. Sticks have the optimal length and diameter suitable for the Holder.

Why is the taste of HEETS sticks different from that of regular cigarettes?

The taste of IQOS differs from cigarettes, as tobacco is heated until a certain temperature and not burned. This temperature is enough to reveal its true taste and aroma. HEETS sticks are made from specially selected tobacco blends. They let you enjoy the natural taste of tobacco and try to meet the expectations of adult smokers in the best possible way.

Do HEETS sticks contain nicotine?

Yes, HEETS sticks contain nicotine, which causes addiction. Nicotine is present in tobacco contained in HEETS sticks. It is released in the vapour that results from using IQOS.

I can’t insert the HEETS stick into the Holder

If you find it difficult to insert the stick into the Holder, check whether there is some tobacco stuck in the cap from a previous use. Use the special pin from the IQOS cleaning tool to remove the tobacco carefully.

Can I use the stick separately, like a cigarette?

Tobacco sticks are intended for IQOS; they cannot be burned or exposed to any other fire impact. Sticks were elaborated exceptionally for the IQOS Holder.

Why does the paper of the tobacco stick get brown after using IQOS?

Since tobacco in IQOS is heated and not burned, the stick retains its initial size – nothing burns inside it. The stick can change its colour after it was heated and after moisture and aroma were released from tobacco. Besides, the texture of the tobacco leaf itself is modified after heating. The paper of the tobacco stick can also change colour and get a bit wet after heating tobacco.

How many heatsticks are there in a pack/carton?

Every pack has 20 heatsticks, and one carton contains 10 packs. Therefore, one carton has 200 heatsticks.

What kind of film is there inside the heatstick filter?

This is a biopolymer film made from polylactic acid, which is one of the most commonly used biopolymers in the world. It provides the comfortable level of temperature and moisture of tobacco vapour that is released when tobacco is heated. The suitability for use is tested and evaluated by Phillip Morris International (PMI). Emission of harmful substances from the biopolymer film during IQOS functioning was not identified.

How can I check the state of charge in the battery?

The state of charge can be easily checked in the following way: 1. Press the button on the charger and hold it for 1 second (short pressing); 2. The indicator of the state of charge will be switched on.

How long will it take to charge the device?

Full charging of IQOS 3 from an electric socket takes about 120 minutes. The device should be charged only by the power adaptor and the USB cable provided.

Should I fully charge the charging unit each time?

It is not necessary to fully charge IQOS 3 for its normal functioning. However, a full charge allows one to use the device up to 20 times.

How can I reset the device?

In order to reset IQOS 3, you should press and hold the button on the charging unit for 8 seconds, then release it. The indicator of the state of charge will go on, flash twice and then will smoothly go on again to confirm reset

What do vibration signals mean?

The Holder starts vibrating in the following situations:

• at the beginning of the session (when you press the button of the IQOS 3 Holder to start heating) – one vibration;
• when the device is ready to be used – 2 vibrations;
• when the session is close to the end (30 seconds before the end of the session) – 2 vibrations.

What is the optimal temperature for the correct functioning of the device?

IQOS 3 functions within a wide range of temperatures, but the taste of HEETS sticks is best revealed when the device is used at 10-50℃.

What is the innovation system ProtectPlus™?

The system ProtectPlus™ combines several technological improvements:

• the durable outer case improves impact resistance;
• the new opening mechanism is tested for reliability;
• the new accumulator technology extends its lifetime;
• the heating element section of your Holder was redesigned for even better reliability.

How can I check the state of charge?

The state of charge can be easily checked in the following way: 1. Press the button and hold it for 1 second; 2. The indicator of the state of charge will be switched on.

How long will it take to charge the device?

To fully charge IQOS 3 MULTI from an electric socket, you will need about 75 minutes. The device should be charged only by the power adaptor and the USB cable that are provided with it.

Should I fully charge the charging unit each time?

It is not necessary to fully charge IQOS 3 Multi for its normal functioning. However, a fully charged device can be used up to 10 consecutive sessions.

How can I reset the device?

In order to reset IQOS 3 Multi, you should press and hold the button for 10 seconds, then release it. The indicator of the state of charge will smoothly go on and off to confirm reset.

What do vibration signals mean?

IQOS 3 Multi starts vibrating in the following situations:

• at the beginning of the session (when you press the button to start heating) – one vibration;
• when the device is ready to be used – 2 vibrations;
• when the session is close to the end (30 seconds before the end of the session) – 2 vibrations.

What is the optimal temperature for the correct functioning of the device?

IQOS 3 Multi functions within a wide range of temperatures, but the taste of HEETS sticks is best revealed when the device is used at 0-50℃.

How can I check the state of charge?

The state of charge can be checked in the following way: 1. Press the button ON/OFF and hold it for 1 second; 2. The indicators of the state of charge will be switched on: 1 section – the battery is low, 4 sections – the device is fully charged.

How long will it take to charge the device?

To fully charge IQOS 2.4 PLUS from an electric socket, you will need about 90 minutes. The device should be charged only by the power adaptor and the USB cable that are provided with it.

Should I fully charge the charging unit each time?

It is not necessary to fully charge IQOS 2.4 Plus for its normal functioning. However, a fully charged device can be used up to 20 times.

How can I reset the device?

To reset IQOS 2.4 Plus, you should simultaneously press and hold the Bluetooth and on/off buttons until all the indicators flash.

What do vibration signals mean?

The Holder starts vibrating in the following situations:

1. At the beginning of the session (when you press the button to start heating);
2. When the session is close to the end (30 seconds before the session).

What is the optimal temperature for the correct functioning of the device?

IQOS 2.4 Plus functions within a wide range of temperatures, but the taste of HEETS sticks is best revealed when the device is used at 10-40℃.

Why is there no ash while using the glo™ device?

Ash is released wile burning, whereas the glo™ device heats tobacco without burning it.

What is the main mechanism of the glo™ device?

Inside the device, there is a cylindrical chamber, in which the tobacco stick is inserted. When activated, the battery sends power to the heater, where tobacco is heated at the temperature from 200 to 240 degrees. As a result, there is a nicotine-rich vapour.

Is the glo™ device less harmful for health than electronic cigarettes?

These devices are different and function differently. So far, there has been no research devoted to the differences between tobacco heating systems and electronic cigarettes in terms of health impact. In any case, it does not mean that glo™ is less harmful for health than other tobacco products.

What does “without combustion, ash and smell” mean?

In the glo™ device, tobacco is not burned, but is heated. Due to this, there is no ash while using it. There is also less smell comparing to smoking conventional cigarettes. This does not necessarily mean that the product causes fewer side effects for health than other tobacco products.

Is this device intended for those who are going to quit smoking?

No, the glo™ device is not a way of giving up smoking.

Does the phrase “90% fewer harmful substances” mean that the glo™ device is less harmful than cigarettes?

This does not necessarily mean that the product causes fewer side effects for health than other tobacco goods.

What does the phrase “90% fewer toxic substances” mean?

Comparing smoke from a burning tobacco in a standard cigarette of the 3R4F format (about 9 mg of tars) and vapour from a heated tobacco in the glo™ device is carried out for 9 types of harmful substances, the consumption of which should be banned, according to the World Health Organisation. This does not necessarily mean that the given product is less harmful than other tobacco goods.

Where did the name of glo™ come from?

The brand mark glo™ is a created word, which refers to the English word “glow”.

Where is the glo™ device manufactured?

The key components are made in Japan (the battery) and the USA (the heater). The ready glo™ device is assembled in China.

The taste changes in the middle of the session. Why?

This is conditioned by the way of heating tobacco and is absolutely normal. The amount of vapour, as well as the intensity of taste, can be reduced during the session, as the tobacco stick cools down a bit as a result of frequent and deep inhaling. If you stopped feeling the taste, wait a bit for the stick to get heated until the optimal temperature again.

Why is tobacco stick heated from outside?

Outside heating provides optimal change of the tobacco fragrances into the tobacco vapour, which is inhaled. In the glo™ device, outside heating is also used for better cleaning of the heating chamber.

Can I use the tobacco stick again for the next session?

No, the tobacco stick can be used only once.

The inhaled vapour seems hot, is it normal?

All tobacco heating systems release warm tobacco vapour – this is normal.

There is brown liquid dripping from under the cleaning shutter. What shall I do?

This is normal. While tobacco is heated, moisture evaporates from it and can accumulate in this part of the device. Wipe it with a napkin or a wet cloth. If this happens regularly, then the device should be cleaned more often.

I cannot easily insert or take out the tobacco stick. What shall I do?

Open the cleaning shutter and make sure that the heating chamber is empty (check the chamber). If necessary, use the brush provided for cleaning the chamber and removing the remaining particles (perhaps of the stuck tobacco stick). After that, try using another tobacco stick.