Frequently Asked Questions

How can I place an order?

It is very easy. Just add the products you like to the shopping cart. Then specify delivery address and make the payment. That’s it. And then just wait for the tracking information from our super friendly support service =)

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

No, you don't have to.

How can I pay for the order?

You can pay for your order choosing one of the payment methods available. You can use your credit or debit card, or crypto currency like Bitcoin, Ethereum or stable coins like USDT and USDC.

How long does it take to process the order?

We start to process the order right after receiving the payment. Order processing takes 1 - 3 business days. After that order goes to delivery service.

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

First of all, be sure to check your spam folder. Sometimes emails from new contacts end up there. If there is also nothing - then please contact us.

How can I contact you if I still have questions?

You can choose the method that suits you best: email, online chat, WhatsApp, Telegram. We will try to answer as soon as possible. But please note that we are in European time zone, that may be different from yours.

Where do you ship from?

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

What countries do you ship to?

We can ship products to most countries of the world. You can check the possibility of delivery to your country by putting the products you want in the shopping cart and choosing your country. Or you can check it with our support team. Possibility of delivery to the country also sometimes depends on the selected products.

What is the cost of shipping?

Shipping cost depends on the selected products, the total amount of the order, the country of destination and the shipping type. In some cases it is free. To find out the shipping cost for you - put the products you want in the shopping cart and enter your address on the checkout page.

How long does it take to deliver?

Delivery time depends on the ordered products, destination country and shipping type. On average, standard shipping takes about 2 weeks worldwide. Express shipping takes about 2 - 6 business days worldwide. But it is only available for certain countries and certain products. You can read more about this below.

Could there be any delays?

The delivery times shown above are for estimation purposes only. The actual delivery time may vary and be longer than these average values. This may be due to holidays, extended customs processing times, or other circumstances beyond our control. And also while the pandemic is still in effect, international air traffic has not yet been fully restored.

What kind of delivery will it be?

Parcel will be delivered by courier/postman to the address specified in the order. In some countries, a signature is required to receive an international parcel.

Every parcel comes with a tracking number. Follow your parcel using the tracking number and subscribe to the delivery status updates. In order to be able to respond quickly in case of unforeseen circumstances. After the parcel has reached the country of destination, the customer takes full responsibility for receiving it.

What if the parcel got stuck?

If the parcel is stuck on the way and does not reach the country of destination within 40 days, then we will refund the payment or send a new parcel at our expense.

What about customs?

We are not responsible for regulations and customs processing in the country of destination. As well for taxes or any other costs that you may incur in your country due to compliance with your local laws. Compliance with the regulations of the country of destination is the sole responsibility of the customer. Please contact your local customs office for details on this matter.

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

If the parcel has successfully reached the country of destination, but was not received by the recipient. 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 after receiving the parcel back, we will refund the payment, excluding $99 return fee.

Can I return the products after the parcel was received?

All sales are final and non-refundable. However, if you have received wrong or damaged products, please contact us within 3 days after receiving them.

Priority processing

Express shipping orders are processed first on a priority basis. We will do our best to ship them as quickly as possible. However, in some cases it may still take a few business days. Especially for large orders.

Express shipping time

It takes about 2 - 6 business days worldwide (excluding the day of dispatch) for the parcel to reach the country of destination with express shipping. Next day delivery is not possible.

Kindly note that this time is not guaranteed and may vary by country. Also it does not include the processing time of the parcel within the country of destination, which may also differ due to reasons beyond our control. As mentioned above, we are not responsible for regulations and customs processing in the country of destination.

Availability

Express shipping is only available for certain countries and certain products. If it’s available for the product you’re currently viewing and for the country currently selected, you will see a notification about it.

If all the products you have added to the cart are available for express shipping, you will see an "Express Shipping" option on the checkout page.

Cost

Express shipping cost depends on the country of destination and the total amount of the order. To find out the shipping cost for you - put the products you want in the shopping cart and enter your address on the checkout page. Be sure to select the “Express shipping” option.

Sending and Receiving

To be able to send the order by express shipping - a local phone number in the country of destination is required. Preferably mobile.

To receive express shipping faster - please follow your parcel using the tracking number provided. In order to be able to respond quickly in case of unforeseen circumstances.

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 if I received sticks that were manufactured not in the current year?

Sticks have no expiration date set by the manufacturer. If they are sealed in their original packaging, they retain their taste and quality for a long time. Unsealed opened pack retains taste for a few months.

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.