Frequently Asked Questions
Order Information
How do I modify or cancel my order?
Contact customer service at 800-345-6443.
How do I order a part that is not available in the catalog?
Contact customer service at 800-345-6443.
How can I tell if a part I want to order is in stock?
After choosing delivery method in the checkout screen, the part number will indicate "in stock" or "out of stock" under the quantity.
What if my item is "Out of Stock"?
"Out of Stock" only suggests we may not be able to fill your entire order immediately. Your entire order will be placed and items will ship as soon as they are available.
How can I get additional information on my "Out of Stock" items?
Items will ship as soon as they are available, and orders can be tracked in order history once they are shipped. You may also contact customer service at 800-345-6443.
Can I upload my order to the site?
Yes, click on the import order options and upload your template that includes part number and quantity.
If I l have items in my cart and have to log out, will I lose the items already in my cart?
No, every cart is assigned an ID and items remain in the cart until checkout or you remove them.
How do I use the Quick Order feature?
1. Click the "Place a quick order now" bar on the home screen.
2. Enter the part numbers and quantities you would like to order and click "Add to cart".
Please note that the last row item will be the first item listed in the cart (ex. Cart will show 10 through 1).
How do I know if all items are added to my cart?
Once you click the "Add to cart" button on the Quick Order screen, and you will be taken to your cart. If you entered any invalid part numbers, a red banner will show at the top of the screen, listing any part number(s) that were not added to the cart.
Can I add more than 10 rows at a time using the Quick Order?
Yes. Click on the "Add Row" button until you have the amount of rows needed to complete your order.
What is the Import Order feature?
The Import Order Feature allows you to quickly upload an order via an Excel Spreadsheet where all items are added directly to your cart.
How do I use the Import Order feature?
1. Click on "My Account" at the top of the screen.
2. On the left menu titled "Your Account", click on "Import Order".
3. Click on "Download Template".
4. A CSV style excel spreadsheet will open (This can be saved to your computer).
5. Enter the desired part numbers in column A, and the desired quantity in column B.
6. Save the file in the CSV format to your computer.
7. From the store, click on Browse, find and choose the CSV file from your computer.
8. Click Upload File. This will take you to the cart page showing the items from your file in your cart.
Note that when you save this file to your computer, it must be saved in the CSV format. Once the template is saved to your computer, you can reuse it for future orders.
What is the Favorites feature?
The Favorites feature allows you to save items you frequently order in one place to be able to quickly order them.
How do I add items to my Favorites?
1. Navigate to the product detail page for an item.
2. Click the "Add to Favorites" button to add the item to your favorites list.
How can I view my Favorites list, order from it, or edit the list?
1. Click "My Account".
2. Click "My Favorites" in the left hand menu.
To order items from the list:
1. Check the box to the left of each product you want to add to your cart
2. Click "Add to Cart" at the bottom of the screen.
3. This will take you to the cart page showing the items from your Favorites have been added to your cart.
To edit the list:
Click the trashcan icon for the item(s) you wish to remove.
What is the Shopping List feature?
The Shopping List allows you to store multiple items in a list that you usually order at the same time.
How do I add items to my Shopping List?
1. Navigate to the product detail page for an item.
2. Click the "+Add to Shopping List" button.
Note that items can also be added to a shopping list from the cart. When added from the cart, it will add every part number that is in the cart to the shopping list.
How do I edit my Shopping List?
1. Click "My Account"
2. Click "Shopping List" in the left hand menu.
3. Click the list you want to edit.
4. The shopping list will open.
5. Click "remove" to remove item from Shopping List.
6. Use the scroll bar inside the Shopping List to scroll through the entire list.
How do I order items in my Shopping List?
1. Click "My Account"
2. Click "Shopping List" in the left hand menu.
3. Select a Shopping List.
You will have the option to add individual items or the entire list to your cart.
A green verification notice will appear at the top of your screen if you click "Add to Cart" beside an individual item.
Scroll to the bottom of your list to add the entire list to your shopping cart. You will be redirected to your cart when using this button.
What is the Compare feature?
The Compare feature allows users to compare 2 to 4 products on the same screen in a side by side view.
How can I compare products on the eStore?
1. Click on the product category at the top of the screen which relates to the items that you would like to compare, or use the search function box at the top of the screen.
2. Select items to be compared by clicking the "Compare" button under the green "Add to cart" button for each item.
3. You may include items from different categories in your comparison by clicking or searching the next category and then clicking the "Compare" button next to the item.
Is it possible to Download the Catalog?
1. You can Download the Catalog by selecting a category, then clicking "Download All" in the top right hand corner of the search box above the first item.
2. Your download documents will appear at the bottom of your browser window.
Please note that you can download 100 products at a time. The item count is listed to the left of the "Sort by" dropdown box at the top of your search results. Use the refinements box on the left side of your screen to narrow the search results, and then click "Download All".
Returns
My order was damaged, how do I order a replacement?
Contact customer service at 800-345-6443.
My shipment does not match my packing slip.
Contact customer service at 800-345-6443.
What is your return policy?
Except as set forth below, returns are at the discretion of Philips Respironics.
Philips Respironics strives to ship quality products strictly in accordance with the customer order. However, we expect that occasionally the customer will need to return a product to Philips Respironics. In order to allow us to process product returns quickly and efficiently (and issue credit as appropriate), the following guidelines will be enforced.
1. All returns are to be shipped freight prepaid. All returns must have a Returned Goods Authorization (RGA) issued by the PR Customer Service Department, (800) 345-6443. The RGA Number must appear on all boxes of Products being returned to PR.
2. Provide verbal confirmation (at time of RGA issue) or written copy of original PO, confirmation number or invoice for return.
3. Full credit will be issued for products shipped in error and/or duplicate shipments.
4. A restocking charge equal to 20% of the invoice price will be charged to Buyer on all usable Products returned, unless returned for reasons set forth in Section 3 above.
5. Credit will not be issued for (i) non-defective Product not in its original, unopened package, (ii) complimentary Products, (iv) non-defective custom-ordered Product, (v) discontinued Products, and (vi) Products otherwise returnable, but which were invoiced over six (6) months prior to the date of request for return.
PRICE, PRODUCT AND/OR QUANTITY DISCREPANCIES
All price, product and/or quantity discrepancies must be communicated to Philips Respironics within 30 days of the invoice date.
NON-RETURNABLE MERCHANDISE
Philips Respironics cannot accept returns of the following products:
1. Custom-ordered product (not listed on our published price list)
2. Products invoiced more than six months from the date of request for return
3. Discontinued product (not listed on currently published price list or formally discontinued)
4. Non-defective Product not in its original, unopened package.
Shipping and Delivery
How can I track my package?
Under order history, click on the confirmation number. Click on the order confirmation number again for order details including the tracking number.
Can I update my shipping address?
In order to update your shipping address, please email homehealthstore@philips.com.
What are my shipping options?
You can choose standard shipping for your normal shipping terms or expedited shipping for an additional charge.
What is the service level for expedited shipping?
Expedited shipping is FedEx overnight.
Site permissions
How do I create roles?
User roles are created to allow users to administer their organization in the Philips Home Health Store, as well as order products in the store.
The Administrator Role is an individual in your company that can create Budgets, Cost Centers and add new users from their company to the site.
Customer Roles are individuals in your company that can shop the product catalog, view order history, and create orders.
For more information, please review the online How to Add a User tutorial.
How do I change my password?
Under the My Account options, click on Profile, and then Change Your Password option.
How do I create my budget?
1. Login as administrator
2. Select My Company from the top of the page
3. Select Manage Budgets from the Organization Management page
4. Click the Create New Budget button
5. Fill in the following required fields and save your Budget:
Budget ID: This should be a unique identifier. Suggestion is to name it using your account number with meaningful text (ex. 99999999_MyBudget1).
Budget Name: This can be equal to Budget ID or other text as you see fit.
Parent Business Unit: Select your account number
Start Date: Select a start date
End Date: Select an ending date. To set the budget so it does not expire prematurely, pick a date in the future (ex. 12/31/9999)
Currency: USD
Budget Amount: Select a budget dollar amount acceptable to your business. Exceeding this budget amount could limit your ordering capability over the site. Budget Amount is a feature of the Philips Home Health Store and is not dictated or tied to your credit account with Philips Respironics.
For more information, please review the online How to Create a Budget tutorial.
How do I create a Cost Center?
1. Login as administrator
2. Select My Company from the top of the page
3. Select Manage Cost Centers from the Organization Management page
4. Click the Create New Cost Center button
5. Fill in the following required fields and save your Cost Center:
Cost Center ID: This should be a unique identifier. Suggestion is to name it using your account number with meaningful text (ex. 99999999_MyCostCenter1).
Cost Center Name: This can be equal to Cost Center ID or other text as you see fit.
Parent Business Unit: Select your account number
Currency: USD
Note that a Budget must be created to be assigned to a Cost Center. Please see the "Creating a Budget” FAQ for more information.
For more information, please review the online How to Create a Cost Center tutorial.
Payment Information
What payment options are available?
At checkout, you can choose to pay for your order with a credit card or your normal payment terms.
What credit cards do you accept?
We accept Visa, Mastercard, or American Express.
Are taxes included on my order?
Applicable taxes will be shown on invoice.
Is shipping included in my order total?
No, shipping charges are not calculated during order placement. Shipping charges will be shown on invoice.
Pricing
Where do I enter my voucher code?
Voucher codes are entered in your cart prior to checkout.
What should I do if my pricing is incorrect?
Contact your sales representative or customer service at 800-345-6443.
Tutorials
Can I access tutorial videos?
Yes, you can access the tutorials at Philips Home Health Store Tutorials.
