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Help Topics


1. SEARCH AND NAVIGATION

Our Store is designed to make it as easy as possible to find the products you’re looking for. In this article, we’ll take you through the different ways you can use to search for products and check their availability. We’ll also explain how you can use the built-in My Lists feature to help you quickly re-order your most frequently ordered products.


1.1. Searching for products

There are two easy ways to search for products in the store:

Option 1

▪ Go to the search box located on the top of the homepage and type in the name or item number of the product.

▪ You will be redirected to the relevant products.

▪ If our site can’t find the product you’re looking for, you’ll see a list of the most closely related search results.

Option 2

▪ Alternatively, simply click on a product category on the homepage to bring up the most popular items in that category.

▪ Use the Refine option on the left-hand side of the product category page to easily filter by category and find the products you’re looking for.

1.2. Using the My Lists feature

Our My Lists feature lets you save your frequently-ordered items in one place – making it quick and easy to re-order when needed.

▪ First, search for and/or select a product you wish to add to your List..

▪ Then, double-click on the product to open the product page.

▪ Select the ‘Add to a List’ button to add the product to your list.

▪ Your existing lists will display.

▪ You can either select a list you wish to add the product to from the existing lists OR create a new list by clicking on the ‘Create a new list’ option and typing the name of the new list.

You can check your Lists at any time by clicking the ‘My account’ icon in the top-right corner of the page and then selecting ‘My Lists’. You can create multiple different lists. All your lists will display here.

1.3. Checking product availability

Many of our products are prepared for shipping within the next business day. If any products have a longer lead time, this information will be displayed in your Shopping cart.

To check the availability of your chosen product(s), follow the steps below:

▪ Add the item(s) to your cart and go to the checkout page.

▪ The store will indicate whether a product is available. The estimated lead times for any backorders will be displayed underneath the product description.

▪ If an item is not immediately available, we will continue to process your full order and fill a backorder as soon as the item is available.

If you have any further questions on backorder availability, you can call our Customer Service team on 800-225-0230 or email healthcare.store@philips.com with your inquiry.

1.4. Frequently ordered products

You can now find your favorite products in a single location on the homepage.

Simply look underneath the item tiles on the homepage to view your frequently ordered products.

1.5. Products in the Healthcare Store

Our Store contains a wide range of products for healthcare professionals. These include:

▪ AEDs and AED supplies/accessories (except the Home AED)

▪ Medical consumables and sensors

▪ Mother and Child Care and NICU supplies/accessories

▪ Hospital Respiratory Care supplies/accessories

▪ Invivo MR monitoring supplies/accessories

▪ Advanced Life Support supplies/accessories

1.6. Other Philips Professional Healthcare Stores

This store is part of a range of Stores which also includes:

Respironics Sleep and Home Respiratory Store

Philips Alpharetta Replacement Parts Store

Invivo Web Store – for MR-related orders

For a list of authorized Philips distributors, please email healthcare.store@philips.com.

1.7. Can’t find what you’re looking for?

If you’re having trouble finding something, please let us know! Click on the Website Feedback link or send an email to healthcare.store@philips.com.

We want you to be able to find whatever product you’re looking for in our Store. If a product you’re looking for is not available online, we’ll be happy to direct you to the sales department that carries it.

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2. ORDERS

We’ve designed our Store to help you order and re-order the products you need, quickly and easily. In this article, we’ll take you through the ordering and payment processes, and explain how you can check the status of your order.


2.1. Placing orders

There are two ways to place orders in our Shop. You can search for a product and add it to your cart manually – or use our time-saving quick order feature.

Placing an order manually

▪ Search for and select the product(s) you’re interested in.

▪ Click ‘Add to cart’. Once you’re done, go to your cart and select the ‘Proceed to checkout’ option.

▪ On the checkout page, select your preferred payment type, cost center, delivery address and delivery method.

▪ Place your order by clicking on the ‘Place Order’ button – and you’re done!

Once you’ve submitted your online order, an order confirmation number will display on the screen, and an order confirmation will be sent to your registered email account. All Store order numbers begin with 652.

Placing a quick order

If you know the product codes for the items you need, you can use our quick order form. This feature saves you the time of searching for pages or browsing long lists of products. We know a lot of our customers find it really useful!

You can place quick orders in two different ways. You can either enter your product codes manually onto the quick order form, or you can upload a simple Excel spreadsheet.

Quick order via the online form

▪ Go to your account and select ‘Quick order’ – or click the ‘Place a quick order’ banner on the homepage.

▪ Add products to the quick order form by entering the product codes into the left-hand column and choosing your desired product quantity in the right-hand column.

▪ The store will display the name of each product so that you can check if you entered the code correctly.

▪ If all details are correct, select ‘Add to cart’ and either continue Shopping or proceed to checkout.

Quick order via Excel spreadsheet

▪ Go to your account and select ‘Quick order’ – or click the ‘Place a quick order’ banner on the homepage.

▪ Select the option ‘Import order from Excel instead’.

▪ Download the import order template sheet.

▪ Enter the product codes you wish to order in the first column, with your desired product quantity in the second column.

▪ Make sure that the product codes are whole numbers with no decimals, then save your file.

▪ Click the ‘Upload file’ button.

▪ The store will display the name of each product so that you can check if you entered the code correctly.

▪ If all details are correct, select ‘Add to cart’ and either continue shopping or proceed to checkout.

2.2. Placing a recurring order

Recurring orders offer a quick and convenient way to place scheduled orders for products that you would otherwise need to manually re-order on a regular basis. To set up a recurring order, simply follow the steps below:

▪ Choose your products as usual and add them to your basket.

▪ Proceed to checkout.

▪ On the checkout page, you can choose whether to place the order as a regular order ‘only once’ or schedule it as a recurring order.

▪ You can use the dropdown menu to indicate whether you wish to place this order daily, weekly, monthly or using custom dates.

▪ Select the option that suits you the most.

▪ Proceed to checkout. The orders will now be placed automatically on the indicated dates.

2.3. Making changes to scheduled recurring orders

If you need to update a scheduled recurring order, you will need to first cancel your existing recurring order before you can create a new one.

▪ First, go to My Account and select ‘Recurring orders’. This will display all of your scheduled orders.

▪ To cancel your existing recurring order, select the ‘Cancel recurring order’ button.

▪ Now, you can create a new recurring order.

▪ To learn more about creating a recurring order read the article above.

2.4. Downloading order documentation in Excel

To keep track of your orders in a consistent format, you can choose to view order documentation in Excel.

▪ Add your chosen items to your Shopping cart.

▪ Go to your Shopping cart page and select the blue ‘Download to XLS’ button.

▪ You can now view your order documentation in an Excel spreadsheet.

2.5. Searching your order history

To review your order history, click the ‘My account’ icon in the top-right corner of the page and click on the ‘Orders’ option from the drop-down menu.

▪ Your order history will display here.

▪ You can use the drop-down menu to indicate how you wish to sort the orders (e.g. by date).

▪ If you wish to place an order from your order history again you can do so by clicking on the orange ‘re-order’ button.

If you’ve just made an order and it doesn’t show up in the order history – don’t panic! New orders can take up to 24 hours to update online.

2.6. Checking the status of your existing order

▪ Click the ‘My account’ icon and select ‘Orders’ option.

▪ Click on the blue ‘Search order’ button.

▪ You can search for an order using your Philips confirmation number, ship-to-account number, PO number or material number. Please note that if you’re searching using your ship-to-account number, PO number or material number, you’ll need to enter a from/to date range.

▪ Pick the number you want to search with and type it in the indicated box.

▪ The status of your order will be returned to you.

▪ If you see that an order has status ‘to be shipped’ and wish to receive more information please contact our Customer Service team on 800-225-0230, as some of your items may be on backorder.

If you’ve just made an order and it doesn’t show up in order search – don’t panic! New orders can take up to 24 hours to update online.

2.7. Modifying or canceling an order

If you have already placed an order, but decide later that you need to make changes to it or cancel it altogether, please note the following:

▪ Currently, it isn’t possible to cancel or modify an order online.

▪ If you need to modify or cancel your order, please contact our Customer Service team at 800-225-0230 and they will be happy to help.

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3. SHIPPING AND DELIVERY

Our Store makes it easy for you to manage the way your products are shipped and delivered. In this article, we’ll tell you how you can place expedited orders, request partial shipments or add new delivery address details to your online orders.


3.1. Placing expedited orders online

The default order delivery method is via standard FedEx ground delivery. You have the option during the checkout process to select Overnight or 2nd Day Air expedited shipping for an additional fee, based on product weight. The order delivery date is based on transit from the time of shipment. Expedited shipments are also subject to product availability and account credit approval. Please call 800-225-0230, option 1 for any additional questions.

3.2. Requesting partial shipments

The complete delivery is set up by default. If some of your items are on backorder, you can request a partial shipment so that you don’t have to wait for items which are already in stock. Just send an email – including your order number – to healthcare.store@philips.com. Please note that many items ship from different warehouses.

3.3. Adding a new delivery address to your order

You can add a new delivery address on the checkout page. Click on ‘Select delivery address’ and scroll to the bottom to select the ‘One time address’ button. Then, simply enter the new address details. Click on the ‘Use this address’ button and you’re all done!

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4. PAYMENT AND PRICING

Our Store is designed to make payment and invoicing as straightforward as possible. This article describes the payment methods you can use and advises you on how to request copies of order invoices.


4.1. A note on customer contracted pricing

When you use the Store, you will see your customer contracted price for products. Therefore, there is no need for additional price approvals when you re-order products.

4.2. Payment methods

You can choose to pay via purchase order or by credit card.

If you pay via purchase order, please complete the purchase order field. You may enter your name and/or the date if you do not have a purchase order number.

If you pay by credit card, we accept VISA, MasterCard and American Express.

4.3. Requesting invoice copies

To request a copy of an order invoice, email us at arinvoicecopy@philips.com with your invoice number, purchase order number or Philips order number.

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5. RETURNS AND REFUNDS

Occasionally, you may wish to return a product that you have ordered from our Store, or claim a refund on a previous purchase. We want to make this process as simple and hassle-free as possible for you – so here’s what you need to do:


5.1. Returning products and requesting refunds

If you need to return an order or request a refund for any reason, please contact our Customer Service team on 800-225-0230. Our friendly and experienced customer support agents will help you to process your request and guide you through the refunding procedure.

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6. REGISTRATION AND ACCOUNT SETTINGS

In this guide, we’ll show you how easy it is to register on our Store and discuss a few administrative details related to your account setup.


6.1. Registering for an account

To create a new account go to the homepage and click on the ‘My Account’ icon in the top right of the page. Then select the ‘Sign up’ option from the dropdown menu.

You’ll be redirected to a short registration form. We will ask you to fill in your Personal Information, Organizational Information and Addresses. Once you’ve filled in all the required information you can submit the form.

If you’ve never ordered from Philips and don’t have a Philips credit account (7-8 digit number), we’ll create one for you.

We typically approve eligible accounts within 1-2 business days. We’ll then send you an automated email with your username and password details.

6.2. Providing physician information upon registration

At checkout, you can choose to pay for your order with a credit card or your normal payment terms. We accept Visa, Mastercard, or American Express.

For many of you, this means that when you complete your registration, you will need to give us the following details:

▪ Name

▪ Professional title (typically an MD)

▪ Address of the person providing medical direction for your organization

If you do not have this information, you can contact our Customer Service team at 800-225-0230 for help finding an authorized Philips distributor.

The following organization types do need to provide physician information: Ambulatory Care/Surgery Center; Aviation; Church; Clinic; Corporate/Business; Education; EMS/Fire Department; Government; Non-medical Distributor; Non-profit Organization; Other Healthcare; Physician’s Office; Police Department; Sports/Recreation/ Fitness; Utilities.

The following organization types do not need to provide this information: Homecare Dealer; Hospital; Independent Biomed Service Provider; Medical Distributor.

6.3. Purchasing for more than one Philips account

Once you’ve registered, you can add additional Philips account numbers in the comments section or send an email to healthcare.store@philips.com to request that additional accounts be added to your login.

Note that the orders you can see within your Philips account are linked to the registered user rather than the Philips account for security purposes.

6.4. Tax exemption

If you have a registered Philips account number and we already have a tax exemption certificate on file, you will receive tax exemption status online. If you have not yet shared a tax exemption certificate with us, you can forward it to healthcare.store@philips.com.

6.5. Changing your billing address

If you’d like to change your billing address, you just need to send an email to healthcare.store@philips.com with your account number and the new address details.

6.6. If you forget your password

If you forget or lose your password, don’t panic! All you need to do is visit the login page and click the ‘Forgotten your password?’ link. Then, simply follow the instructions to reset your password.

6.7. Switching accounts while ordering

Some of you will have multiple user accounts. We’ve created a seamless experience that allows you to switch between these accounts while ordering from our store.

Simply follow the steps below:

▪ Go to the top navigation menu of the store.

▪ Click on the ‘Switch customer’ button on the right-hand side.

▪ You will now be redirected to a page that shows all the customers within your group account.

▪ Finally, select the account you’d like to switch to, and press ‘Continue’.

6.8. If you’re taking over ordering from someone else in your organization

In certain situations – for example, if a team member leaves your organization or moves to a different department – you may need a new person to take over your organization’s registered Philips account.

If this happens, you’ll need to complete the following steps:

▪ First, you’ll need to register as a new user. Click here to start the registration

▪ Second, please send us an email at healthcare.store@philips.com to let us know if someone has left your organization, so that we can deactivate their online account.

We’re here to help

If you need any assistance, call us at 800-225-0230 or fill out the contact form, which will be sent straight to our Healthcare Store team. You can also email us at healthcare.store@philips.com; we monitor this address from Monday – Friday, 8am to 6pm EST.


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