Legal
Shipping Policy
At iqosilumaone.com, we ship authentic IQOS products to over 180 countries worldwide. We are committed to fast, tracked, and professional delivery on every order. This policy explains everything you need to know about how your order travels from our fulfillment centre to your door.
Order Processing
All orders are processed within 1–2 business days of payment confirmation (Monday to Friday, excluding public holidays). Orders placed on weekends or public holidays are processed on the next available business day.
You will receive an automated Order Confirmation email immediately upon purchase, followed by a Dispatch Confirmation email with your tracking number and carrier details once your order has been collected by our courier partner.
During peak periods or high-volume wholesale orders, processing times may extend to 3 business days. You will be notified by email if this applies to your order.
Shipping Methods & Carriers
We partner exclusively with premium international courier services to ensure your order arrives safely, promptly, and with full visibility at every stage.
| Service | Carrier | Tracking | Best For |
|---|---|---|---|
| Express International | DHL Express / FedEx Priority | Full Tracking | Fastest delivery, time-sensitive orders |
| Standard International | DPD / GLS / Regional Partners | Full Tracking | Cost-effective, reliable delivery |
| Economy International | Registered Postal Network | Tracking | Budget-friendly for smaller orders |
| Air Freight | FedEx Freight / DHL Freight | Full Tracking | Wholesale orders 50–500 kg |
| Sea Freight / FCL | On request | Tracking | Large wholesale / full container loads |
The available shipping methods for your order and destination will be presented at checkout. We recommend Express International for all orders where timing is important.
Estimated Delivery Timescales
The following are estimated delivery timescales from dispatch. These are estimates only and may vary due to customs clearance, public holidays, or carrier disruptions.
| Service | Estimated Delivery |
|---|---|
| Express International (DHL / FedEx) | 2–4 business days |
| Standard International | 5–10 business days |
| Economy International | 10–21 business days |
| Wholesale Air Freight | 5–12 business days |
| Wholesale Sea Freight | 15–35 business days |
Remote destinations, island territories, or countries with complex customs procedures may experience longer delivery timescales. If your order requires significantly more time than estimated, our customer support team will proactively notify you.
Shipping Costs
Shipping costs are calculated based on the destination country, order weight, and selected shipping method. The exact cost is displayed at checkout before payment.
- Free Express Shipping: On all orders over $200 USD to most international destinations
- Standard Shipping: From $14.99 USD depending on destination and weight
- Express Shipping: From $24.99 USD — DHL Express and FedEx International Priority
- Wholesale Freight: Quoted individually based on volume, weight, and destination — contact us for a personalised quote
Shipping costs displayed at checkout are for transportation only and do not include any customs duties, import taxes, VAT, or other charges that may be levied by destination country authorities.
Order Tracking
Every order dispatched from iqosilumaone.com — without exception — includes a unique tracking number provided via email upon dispatch. This tracking number allows you to monitor your shipment in real time, 24 hours a day, 7 days a week, directly on the carrier’s tracking portal.
You will receive:
- A Dispatch Confirmation email with your tracking number and a direct link to track your parcel
- Proactive email or SMS notifications (where supported by the carrier) at key delivery milestones: dispatch, in-transit, out for delivery, and delivered
- Access to our customer support team at sales@iqosilumaone.com for any tracking assistance
If your tracking information has not updated within 5 business days of dispatch, please contact us and we will investigate with the carrier immediately.
Customs, Import Duties & Taxes
Important Notice — Please Read Before Ordering: iqosilumaone.com ships all international orders on Delivered at Place (DAP) terms. This means that any customs duties, import taxes, excise fees, value-added tax (VAT), or other import charges levied by your destination country’s customs authority are entirely the financial and legal responsibility of the recipient (you). These charges are not included in our product or shipping prices and cannot be predicted or absorbed by iqosilumaone.com.
The amount of customs duty applicable varies significantly by country, product category, order value, and current regulatory policy. We have no control over these charges and strongly advise all international buyers to:
- Contact their country’s customs authority or an import specialist before placing an order
- Research the applicable import duty rates and tobacco product regulations for their country
- Ensure they have the necessary import permits or licences where required
To assist with customs clearance, all shipments include a commercial invoice accurately declaring the product type, quantity, country of origin, and declared value. We do not under-declare shipment values or mislabel packages — doing so would be illegal and could expose customers to greater legal risk.
Failure or refusal to pay applicable customs duties may result in your shipment being held at the customs facility, returned, or destroyed by customs authorities. iqosilumaone.com cannot issue refunds for orders seized, destroyed, or delayed due to customs non-compliance.
Restricted & Excluded Destinations
Due to international shipping regulations, trade sanctions, or destination-country import prohibitions on tobacco heating products, we are unable to ship to a small number of countries. Current restricted destinations include, but may not be limited to:
- Countries subject to international trade sanctions
- Countries with a complete ban on importation of tobacco heating products
- Countries where shipping carriers do not offer viable service
If your destination country is restricted, you will be notified at checkout. If you are unsure whether we ship to your country, please contact us at sales@iqosilumaone.com before placing an order. We update our shipping destinations regularly as carrier coverage expands.
Wholesale & Freight Orders
For wholesale orders typically exceeding 50 units or 20 kg in total weight, we offer dedicated freight solutions tailored to your business needs. Our wholesale logistics team provides:
- Air freight door-to-door quotes within 24–48 hours of inquiry
- Sea freight Full Container Load (FCL) and Less-than-Container Load (LCL) options
- Customs documentation packages including certificates of origin, packing lists, and commercial invoices
- Coordination with freight forwarders and customs brokers in major destination markets
- Consolidated shipments for multi-SKU wholesale orders
To request a wholesale freight quote, please submit your inquiry via our Wholesale page or email sales@iqosilumaone.com with your destination, estimated volume, and required delivery timescale.
Lost or Damaged Shipments
All orders shipped via our Express and Standard International services are fully insured for their declared value. In the unlikely event of a lost or damaged shipment:
- Damaged on arrival: Please photograph the damaged packaging and contents immediately and contact us within 48 hours of delivery at sales@iqosilumaone.com. We will file a carrier claim and arrange a replacement or refund promptly.
- Lost in transit: If your tracking has shown no update for more than 10 business days (Express) or 25 business days (Standard), contact us and we will open a formal carrier investigation. If the shipment is confirmed lost, we will resend your order or issue a full refund at no additional cost to you.
Claims for lost or damaged shipments must be submitted within 30 days of the original dispatch date.
Failed Deliveries & Returned Shipments
If a delivery attempt is unsuccessful due to the recipient being absent, incorrect address details provided at checkout, or refusal to pay applicable customs charges, the following applies:
- Most carriers will make 2–3 delivery attempts before leaving a collection notice
- If a parcel is returned to us due to a failed delivery caused by incorrect address information or refusal to pay customs duties, a re-delivery fee equal to the original shipping cost will apply for resending
- Refunds for returned shipments will be issued for the product value only, minus the original and return shipping costs, and minus any customs duties or carrier fees charged to us
Please ensure your shipping address is accurate and complete at the time of ordering. Contact us immediately at sales@iqosilumaone.com if you need to amend an address before dispatch.
Contact Our Shipping Team
For all shipping inquiries, tracking assistance, wholesale freight quotes, or customs documentation requests, our team is available at:
- Email: sales@iqosilumaone.com
- Contact Form: https://iqosilumaone.com/contact/
We aim to respond to all shipping inquiries within 4 business hours during working days.
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