Once you've registered your device, please remember to save your confirmation number which will be emailed to you.
Didn't include your email during registration? Call us at +1-877-907-7508 to add your email.
2. Matching your registration to your Durable Medical Equipment provider (DME)
Throughout the remediation process, we are working closely with our partners to determine the best way to repair or replace an affected device. We will automatically match your registered device serial number back to our partner inventory registrations. This step helps reduce waste by ensuring an affected device isn’t accidentally remediated twice and helps us confirm information like your current device settings.
Our focus, as always, remains committed to remediating devices, and at this time we are starting order fulfillment for those that are already matched.
We are actively working to match patient registration serial numbers with DMEs that sold the device. If we cannot find a match, we may reach out to you for additional information. Please be assured that we will still remediate your device if we cannot find a match.
To ensure patients with the greatest needs receive a replacement device as timely as possible, we will be prioritizing remediation efforts around certain patients as requested by the US Food & Drug Administration (FDA) and the medical community. The data collected will be used to help to prioritize remediation of those patients at higher risk.
The relevant heath information that will be asked includes:
Other related conditions
Severity of obstructive sleep apnea
An occupation associated with public safety
Find out more about device replacement prioritization and our shipment of replacement devices.
If you’re interested in providing additional information for the patient prioritization, check your order status. Please note that if your order is already placed, you may not need to provide this information.
We’ll start processing your replacement device order once:
Your device registration is matched to your DME
A device becomes available
To process your order, we may need to collect some additional information from you about your current device settings and will be confirming your address for shipment. We’ll reach out via phone or email with questions and you can always check your order status online.
Your replacement device will include three key pieces of information, including how-to:
Set up your device
Clean and assemble existing components
If you need more information, scan the QR codes and call our support team at +1-833-262-1871 with any questions.
7. Returning your affected device
By returning your original device, you can help other patients. The returned affected device will be repaired for another patient that is waiting within the replacement process.
Steps to return your affected device:
Place your affected device in the cardboard package in which you received your replacement device
Please do not send your accessories back to us. You will need to keep and clean these to use with your replacement device
Using packing tape supplied, close your box, and seal it
Affix the pre-paid postage label to the box and schedule a pick up at your local FedEx. Philips has pre-paid all shipping charges
We appreciate your cooperation in this effort, and if you have any questions or if you haven’t received a package slip or are missing accessories, please contact us at +1-833-262-1871.
Need further assistance?
Please contact the Philips Customer Service team directly on 877-907-7508 for more assistance.
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