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    Online Store Support

    The journey of your order

    Created

    Created

    You have placed an order! Your payment is accepted. We will send you a confirmation email.

    Order processing

    Order processing
    Day 1-2

    We are preparing your order, but we have NOT shipped your product yet.

    Shipment

    Shipment
    Day 2-5

    Your order has been handed over to our carrier. Please note that items ordered at the same time may be shipped separately. We will send you an email with tracking information about your order.

    Delivered

    Delivered

    Your order has been delivered. Enjoy!

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    You can easily track the status of your order yourself by login to your account or as a guest. Enter your order number and e-mail address and click on "search order".

    Top 5 FAQs

    What are the return conditions?

    Not completely happy with your purchase? No problem. You can return your order within the first 30 days. The product must be returned clean and, in its entirety, together with its original packaging or in another solid box.

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    How do I return a product?

    You can return your product for free within 30 days from purchase. Simply follow the below steps to use our Do It Yourself (DIY) Return Portal.  

     

    1) Login to your MyPhilips Account at https://www.usa.philips.com/myphilips  and click on ‘View active order history’ then select the order you would like to return. 

    OR     

    If you do not have a MyPhilips Account, please go to the following link to create your return and enter in the email address used to place the order and order number. https://www.usa.philips.com/shop/order-search/search-input

    (Please note: if the order does not have the option to return you may have lapsed the 30-day return window.)

     

    2) Ensure the check box to the left of each product you would like to return is selected and update the quantity drop down to the number of units you are returning. 

    a. If you are returning multiple products, please make sure they fit in one box. If you need to ship back multiple boxes, please create separate return requests for the items in each individual box. 

     

    3) Click on the Return products button

     

    4) Select if you would like to exchange the product for a replacement of the same item or return for a refund (Please note if refund is the only option displayed it means we are out of stock and cannot offer a replacement at this time).

     

    5) Select the reason for return from the drop-down list. 

     

    6) You will then see packing instructions and a link to download your FedEx return label. Your return label will be emailed to you as well (Please note in some instances you will be instructed to confirm disposal of the item instead and you’ll receive an email confirmation for your refund or replacement).

    a. Please be sure you pack all items into one box if you are returning multiple products. 

     

    7) Next Philips will show you the FedEx drop off location closest to you. You can also search in a different area if needed. 

     

    8) Once the returned product is received and checked by Philips, the refund or replacement will be issued, and a confirmation email will be sent to you.

     

    9) The refunded amount will be transferred to the original form of payment that was used to purchase that product. 

     

    Please note we will refund the relevant part of the purchase price for that product. Please ensure you send all original parts. 

     

    To return or cancel your subscription order, please visit your subscriptions account here  https://www.subscription.philips.com/en-us/my-account/overview

     

    If you have any issues please contact the Philips Online Store Call Center at 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.

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    What shall I do if the product is defective?

    In the unlikely event that you have a defective product, you have the right to return it within the Return Guarantee period. Please keep all the packaging materials, accessories and warranty information that accompanies your product as this may be needed should there be a fault. If you choose to return the product, please follow the ‘DIY Return Portal’ steps noted above. If you have any issues with the DIY portal you can contact the Philips Online Store Call Center by phone at 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F. An advisor will help you with the necessary steps.

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    How can I pay?

    Philips Shop accepts the following payment options: Debit and Credit cards (Visa, MasterCard, Amex and Discover) and PayPal. All payment methods are free of charge as we do not charge any transaction fees.

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    My payment has failed

    In order to prevent payment failures, we recommend you make sure the billing address you provided matches with the address your bank has for you. Also ensure your credit/debit card is not expired and has enough available balance. Clearing your browser's cache and cookies might also help. We recommend you try your order again, preferably with a different payment method. If the issue persists, please contact your bank or card issuer.

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    Frequently Asked Questions

    Online Shop Support contact options

     

    To get personal help with shopping on the Philips website, please choose one of the following categories.

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