Frequently asked questions

1. How can I access the shop?
2. How can I switch languages to English or French?
3. How do I register for an account?
4. How do I buy from the Store outside of Canada?
5. How long does it take to get an online account?
6. I need to purchase for more than one Philips account. Can I do this online?
7. Will I see my pricing on the Shop?
8. How do I know if a product is available?
9. Can I receive a partial shipment if some items are on backorder?
10. Can I place an expedited order online?
11. What are my payment options?
12. How can I check the status of my order?
13. I just placed an order. Why doesn’t it show in my order history?
14. Why can’t I see all of the orders under our organization’s Philips account?
15. How do I know if Philips received my online order?
16. My organization is tax exempt. How do I get tax exemption status on the Shop?
17. I need to change my billing address.
18. I want to add a new delivery address to my order.
19. How can I get help if I need it?
20. How can I request a copy of an invoice?
21. What if I forget my password?
22. What products are available on the Healthcare Shop?
23. What if I can’t find the product I need?
24. I am taking over ordering for someone in my company. How does this work?
25. Can I place a standing order online?
26. How do I make a change to a scheduled replenishment order?

1. How can I access the shop?

Access http://www.patientcare.shop.philips.ca/

2. How can I switch language

Click the EN or FR icon in the header to switch between the languages available.

3. 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.

4. How do I buy from a storefront other than Canada?

From the header menu click the globe icon and select your country. If it isn’t listed, Philips may not have a store available in your territory.

5. How long does it take to get an online account?

Once the registration is submitted, an eligible account is typically approved within 1-2 business days. An automated email is then sent to you with your user name and password.

6. I need to purchase for more than one Philips account. Can I do this online?

Yes. Upon initial registration, you can add additional Philips account numbers in the comments section or send an email to Healthcare.store.canada@philips.com to request that additional accounts be added to your Healthcare Shop log-in.

7. Will I see my pricing on the Shop?

Yes. When you register and provide your Philips account number, you will see your contract pricing and items.

8. How do I know if a product is available?

Most products are available to ship the next business day. Some products may have a longer lead time, which will display in the shopping cart. Product availability may change without notice.

9. Can I receive a partial shipment if some items are on backorder?

Yes. You can send an email with this request to Healthcare.store.canada@philips.com. Include your order number.

10. Can I place an expedited order online?

All shipments from the store are sent International Priority. Should you need to escalate an order please call our Supplies Order Desk team at 1-800-567-1080.

11. What are my payment options?

At this time credit cards are not accepted on the Healthcare Store Canada. All purchases are made on account with a Purchase Order.

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

13. 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.

14. 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.

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.

16. My organization is tax exempt. How do I get tax exemption status on the Shop?

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. You may forward your tax exemption certificate to Healthcare.store.canada@philips.com.

17. I need to change my billing address.

We require this change in writing. Please send an email to Healthcare.store.canada@philips.com with your account number and the billing address change.

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.

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

There is a Website Feedback link on the bottom of each page of the store. You may call the 800# listed or fill out the contact form. The contact form is directed to the Healthcare Shop team. The email address is Healthcare.store.canada@philips.com and is monitored Monday – Friday, 8am to 5pm EST.

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

Send an email to Healthcare.store.canada@philips.com with the invoice number, purchase order number, or Philips order number.

21. What if I forget my password?

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

22. What products are available on the Healthcare Shop?

Products for healthcare professional customers:

AEDs and AED supplies/accessories

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

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

24. I am taking over ordering for someone in my company. How does this work?

The process requires the new user to register. You can also send us an email to let us know if someone has left the company so we can deactivate his/her online account.

25. Can I place a standing order online?

Yes! Check out the Scheduled Replenishment feature in My Account or in the shopping cart during checkout.

26. How do I make a change to a scheduled replenishment order?

Go to My Account and click on My Replenishment Orders. All of your scheduled orders will display.

Items in cart!