HEETS tobacco sticks: answers to Frequently Asked Questions - FAQs

HEETS tobacco sticks are designed to last for the same amount of time and puffs as cigarettes. You can enjoy up to 14 puffs or about 6 minutes, whichever comes first.
The HEETS tobacco sticks are designed specifically for IQOS devices. We’ve engineered the perfect length, diameter and design to fit into the IQOS Holder and deliver tobacco satisfaction every time.
HEETS tobacco sticks taste different to cigarettes because the tobacco is heated rather than burned. By heating the tobacco, the true taste is released.

HEETS tobacco sticks are made from blended tobacco, specially chosen to give you the tobacco taste and satisfaction you’ve come to enjoy, with less risk.
Yes, HEETS tobacco sticks contain nicotine, which is addictive.>br>
Nicotine is naturally present in the tobacco used in HEETS. It’s released in the tobacco vapour that’s generated when you use an IQOS device.
Ultra-compact and precisely designed, HEETS consistently deliver tobacco taste, satisfaction and pleasure when heated with your IQOS device.

The tobacco part contains carefully selected, finely ground and specially prepared tobacco that delivers the true taste of real tobacco when heated.
The non-tobacco part is made up of:
  • A cooling plug made of corn-based material that’s also used in the medical, food and drinks industries
  • An air flow chamber that’s designed to hold the tobacco plug in place and transfer the aerosol to the cooling plug
  • A protective aluminium wrap which helps to deliver a consistent taste experience, and
  • A cellulouse acetate filter that’s similar to the mouthpiece filter of a cigarette.
If you’re finding it hard to insert your HEETS stick, please check to see if:
  • there’s any tobacco residue left in the Holder
  • the heating blade is clean, and
  • the Holder cap is fully closed.

Then try pre-heating the IQOS Holder before you insert the HEETS tobacco stick.

If you have a IQOS 2.4, IQOS 2.4 PLUS, IQOS 3 or IQOS 3 DUO device:
  • Press the Holder button to start heating
  • Wait for two to three seconds
  • Gently insert the tobacco stick

If you have a IQOS 3 MULTI device:
  • Open the lid
  • Press the button to start heating
  • Wait for two to three seconds
  • Gently insert the tobacco stick

If none of the above solutions helps, consider the following options:
Please contact Customer Care for assistance
Visit the nearest IQOS store.
IQOS contant center: 4767 or 0800 507 807
Working hours: 09:30 - 21:30, every day
If the tobacco plug is stuck in your cap, you can remove it by gently tapping the cap on a hard surface to extract the tobacco plug, or by using a cleaning pin.

If you use the cleaning pin, push the rod outward from the bottom part of the cap.

To stop tobacco getting stuck in your device, make sure you always lift up the cap before you take out the user HEETS tobacco stick.
For any assistance, please, contact our Customer Care:
By phone: 4767 or 0800 507 807
Or visit the nearest IQOS store.
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

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This website has information about smoke-free products, which are for adults who would otherwise continue to smoke or use other nicotine products in Ukraine. PMI’s smoke-free products are not an alternative to quitting and are not designed as cessation aids.