Customer Service
Returns & refunds.
We stand behind every order. If something's wrong, we make it right.
Damaged or incorrect items
If your order arrives damaged, or you received the wrong item, contact us within 48 hoursof delivery with a photo. We'll send a free replacement or issue a full refund — your choice.
Sealed tobacco products
For health and safety reasons, opened tobacco products (Terea, HEETS) cannot be returned. Unopened, sealed cartons in original condition may be eligible for return within 14 days — contact us first to arrange it.
Devices & accessories
IQOS devices and accessories carry a 14-day return window if unused and in original packaging. Manufacturer defects are covered by the standard IQOS warranty; we'll help you process a warranty claim.
How to start a return
Email us at support@lovelysticksusa.com with your order number and the reason. We respond within one business day and walk you through the next steps.
Refund timing
Approved refunds are issued through your original payment method (Zelle, PayPal, or crypto) within 1–3 business days of approval.