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Frequently asked questions

1. How can I access the shop?

Access https://www.healthcare.shop.philips.com.au/

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2. How do I register for an account?

From the log-in page , select Click here to request access and fill out the short registration form. If you don’t have a Philips credit account, we will create one for you.

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3. Product Availability

1.     If you cannot find your product by browsing the site, please try the search field and input the product name, or product code.

 

2.     If you are still unsuccessful to find the product, it could be due the product being a low demand product and may not be listed in the Philips Health Care Shop.

3.     Please try and contact a local distributor (Link to list of distributors https://www.healthcare.shop.philips.com.au/campaign/authorised-philips-aed-distributor) who may be able to support. Alternatively, for any additional support on product availability, please contact the Medical Consumables Support Team. Email : Consumables_E-Shop.Orders@philips.com

 

4. For Philips customers in living in New Zealand, kindly reach out to St John New Zealand through this link St John New Zealand shop.

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4. Ordering & Payments (Philips Authorized distributors) 

1. Pricing & GST - all prices listed are in Australian Dollars, exclusive of GST. GST will be applied upon order check out.

2. Login access provided for respective distributors should be kept confidential with intent to be used within your organization only. Philips does not have access to account passwords. If password reset is required, please follow prompts within the site for requesting password reset. If additional access is required, kindly contact your Philips account manager. Please be aware that Philips may request for a formal approval within your organization prior to new login creation.

3. At Philips, we take online security seriously to protect you and Philips as a company against fraudulent transactions. As such, random security checks on orders may be performed and we reserve the right to decline orders that do not pass security validation. If we need to contact you to verify information, we will hold your order until we reach you. In some circumstances, you may be requested to provide additional information. Philips requires that you comply with rules and procedures of purchase based on your agreed contract.

 

4. To contact us directly, please call the Medical Consumables Support Team in Australia (1800 251 400, press option 3). Operating hours: 8.30 am – 5.00 pm (AEST) Monday to Friday. Email: Consumables_E-Shop.Orders@philips.com

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5. Ordering & Payments (For Individual Customers) 

1.     Pricing & GST - all prices listed are in Australian dollars, exclusive of GST (which will be applied upon order check out).

2.     This E-shop is intended to serve customers based in Australia and accepts Visa & MasterCard credit cards.

3.     When entering card details, number should be entered as a continuous string of numbers without spaces or dashes.

4.     Ensure that for credit card verification, please enter the address (billing address) exactly as it appears on your credit card statement. A separate shipping address can be entered if it differs from billing address.

5.     Online security - Philips Health Care website utilizes Worldpay, which is encrypted with latest Secure Socket Layer (SSL) software for secure online transactions. For further information visit Worldpay link below. https://online.worldpay.com/about

6.     At Philips, we take online security seriously to protect you and Philips as a company against fraudulent transactions. As such, all orders placed must receive approval from one of the accepted credit card providers. Random security checks on orders may be performed and we reserve the right to decline orders that do not pass security validation. If we need to contact you to verify information, we will hold your order until we reach you. In some circumstances, you may be requested to provide an alternative method of payment. Philips requires that you comply with rules and procedures of your credit card provider relating to fraudulent and unauthorized use.

 

4. To contact us directly, please call the Medical Consumables Support Team in Australia (1800 251 400, press option 3). Operating hours: 8.30 am – 5.00 pm (AEST) Monday to Friday. Email: Consumables_E-Shop.Orders@philips.com.

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6. Will I see my pricing on the Shop?(For Philips Authorized distributors Only)

Yes. When you register and provide your Philips account number, you will see list pricing as well as your contract pricing after Login. 

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7. Can I receive a partial shipment if some items are on backorder?(For Philips Authorized distributors Only)

Yes. You can send an email with this request to Consumables_E-Shop.Orders@philips.com. Include your order number. Please note that many items ship from different warehouses.

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8. How can I check the status of my order?

Log in as a registered customer and click on My Account > Search Order.

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9. Why can’t I see all of the orders under our organization’s Philips account?

Orders are linked to the registered user rather than the Philips account for security purposes.

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10. How do I know if Philips received my online order?

Once an online order is submitted, an order confirmation number displays on the screen. An order confirmation is also sent to your email account.

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11. What are my payment options?

You may use a purchase order(DIstributors only) or pay by credit card. The Healthcare Shop accepts VISA, MasterCard, and Amex. You must complete the purchase order field. You may enter your name and/or date if you don’t have a purchase order number.(PO)

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12.  I just placed an order. Why doesn’t it show in my order history?

New orders can take up to 24 hours to update online.

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13.How do I know if Philips received my online order?

Once an online order is submitted, an order confirmation number displays on the screen. An order confirmation is also sent to your email account.

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14.  I need to change my billing address.

We require this change in writing. Please send an email to Consumables_E-Shop.Orders@philips.com. with your account number and the billing address change.

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15. How do I know if Philips received my online order?

Once an online order is submitted, an order confirmation number displays on the screen. An order confirmation is also sent to your email account.

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16. How can I get help if I need it?

There is a Website Contact Us link on the bottom of each page of the store. please call the Medical Consumables Support Team in Australia (1800 251 400, press option 3). Operating hours: 8.30 am – 5.00 pm (AEST) Monday to Friday. Email: Consumables_E-Shop.Orders@philips.com

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17.What if I forget my password?

You can go to the log-in page and click on Forgotten Your Password?

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18. I want to add a new delivery address to my order.

You may add a new delivery address on the checkout page. Click on Select Delivery Address and enter the new address.


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19. How can I request a copy of an invoice?

Send an email to Consumables_E-Shop.Orders@philips.com.with the invoice number, purchase order number, or Philips order number.

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20. What if I can’t find the product I need?

Click the Website Feedback link or send an email to Consumables_E-Shop.Orders@philips.com. and let us know. Our goal is to make as many products as possible available online.

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21. Product Returns/ Damaged, Warranty

Should you have a need to return goods back to Philips the following process should be followed:

1. Contact Medical Consumables Support Team in Australia: 1800 251 400 (option 3). Within 7 calendar days of receiving the delivery in an unopened, sealed and undamaged box condition.

2. Have your purchase order number / invoice number and part number(s) needing return or warranty available. This will help us reference the goods you are returning.

3. Philips will issue you with a Return Materials Authority (RMA) form with a number which will need to be fixed on the box of the goods returning back to Philips. RMA form will indicate shipping return instruction and a unique reference number

4. Depending on the reason for return, a Delivery fee and a Re-Stocking fee may be charged. (see table below).

 

Shipping / Handling

Restocking Fee (15% Invoice Value)

Incorrectly ordered

Y

Y

Received a different item instead of has been ordered

N

N

Order change

Y

Y


5. Upon Philips receipting delivery of the product(s) in proper condition (unopened original manufacturer packaging and seal), a Credit will be issued on your account minus any delivery and restocking fee where applicable.

6. Products received damage in transit - confirm that your order is correct, please take pictures of received condition and contact Medical Consumables Support Team within 24 hours of delivery. Our Medical Consumables Support Team will assist you with the necessary steps.

 

7. Products sold on this website come with warranty based on attached statements. Warranty period will start upon delivery of the Product.

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