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FAQs

Frequently Asked Questions

What payment methods do you accept?

We accept the following: 

  • PayPal 
  • Mastercard
  • American Express 
  • Discover 
  • Dinners Club

 

You can safely enter all your payment details via our secure server, which encrypts all submitted information.

If you have more questions related to this topic, please refer to "Payments" section of this page.

 

What is the delivery time?

Delivery method Estimated time of delivery from the moment of dispatch (working days)
Rush order (FebEx Standard ground method) 5 to 10 business days
Expedite - 2 Day (FedEx 2nd day service) 2 to 3 business days
Expedite - Next Day (FedEx Overnight service) 1 to 2 business days

 

If you have more questions related to this topic, please refer to "Shipping & Delivery" section of this page. 

 

Do you ship internationally?

Currently, you can only purchase products to be shipped to the US from the Philips US Online Shop.  Please refer to the “Shipping & Delivery” section of this page for further information.

Has my order been shipped?

You will receive a shipping confirmation email once your order is processed for shipping. There will be a link in the email which you can use to track the shipping status of your order.

If you have more questions related to this topic, please refer to "Shipping & Delivery" section of this page.

How do I cancel my order?

As we process orders automatically, it is not possible to cancel an order between the times of placing the order and delivery. Please always contact the Philips Consumer Care Team by phone - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.

If you have more questions related to this topic, please refer to "Returns, Replace, Refunds & Cancellations" section of this page.

How can I return my product and request a refund?

You may return the product to Philips or cancel the entitlement to services and obtain a refund of the price of the returned product (except gift wrapping costs and any such other charges) or service entitlement, within 30 calendar days from the date of delivery of the product. Customised products are not refundable. For more information, read our General Terms & Conditions of Sale, or contact the Philips Consumer Care Team by phone - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F. The advisor representative will help you with the next steps.

If you have more questions related to this topic, please refer to "Returns, Replace, Refunds & Cancellations" section of this page.

Where can I create an Philips Shop account?

There are two ways to create a Philips Shop account.

One way is to click on the Account icon displayed in the hearder of Philips shop, you will be directed to Login page. Under the login field, you will find the link to Create an account.

The other approach is to register when proceeding to check out, at the checkout login page, you will also find the link "create a new account" under the login field.

How safe is my personal information?

We respect your privacy. As you checkout, you will provide personal information; you have choices on how this personal data will be used or not used. Please check out our "Philips Privacy" for more detailed information.

We encourage you to manage your communication preferences in the “My Account” page of the shop.

For your protection, all orders placed must receive approval from one of the accepted credit card providers. All personal information, including your credit card number, are encrypted using the latest Secure Socket Layer software (SSL) for secured online transactions.

How to delete my account?

Under the Philips Privacy Rules and many local privacy laws, you have the right to request access to your personal data so that you can update, modify or, if legally possible, delete it. Please follow the steps  to delete your account:

1. In "Philips Privacy" page there is a section "Your rights". Within the section, a link is attached where you will be directed to fill in a form to request the deletion of your account.
2. Fill in the form and click on the "submit" button.
3. You will receive an email notification concernig your request for deleting your Phiilps account.

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General Information

Why shop at Philips Online Shop?

Welcome to the Philips Online Shop. Leave the crowds behind and put your feet up while you browse our wide range of Philips Consumer Products available to ship directly to your home.

Online shopping has never been so simple.

  • The widest selection of Philips products available
  • Convenient 24-hour shopping
  • Safe and secure online shopping from the comfort of your own home
  • World-class customer service and support.

 

About us

The Philips Online Shop was set up in 2005 to create an excellent customer experience by offering a range of Philips products for sale direct to consumers.

We are based in United States and ship from our warehouse in California.

Shopping at Philips Online Shop is safe, quick and easy - we offer online shopping 24 hours a day.

We are always looking for ways to improve our service and we welcome your comments and suggestions, especially about what kind of products you would like to see in our Online Shop.

Safe and secure shopping guaranteed

Shopping in the Philips Online Shop is safe and secure.

All personal information, including your credit card number, is encrypted using the latest Secure Socket Layer software (SSL) for secured online transactions.

For your protection, all orders placed must receive approval from one of the accepted credit card providers. Philips reserves the right to take additional fraud protection measures at our discretion and to decline orders that do not pass those checks for any reason. Philips also requires that you have followed all rules and procedures of your credit card provider relating to fraudulent and authorised use.

We respect your privacy. As you check out, you will provide personal information; you have choices on how this personal data will be used or not used. We encourage you to manage your communication preferences in the “My Account” page of the shop. Please be aware that to access "My Account" page, you need to be logged in first.

Company address

Philips Online Shop is a company registered and established in Delaware, USA with federal tax ID 13-3429115

Company legally registered address:
Philips Electronics North America Corporation
Attention: Philips Online Store
5th Fl., 1600 Summer St
Stamford CT. 06905
USA

*Please don't use this address to return your orders. To contact us directly please use our Philips Consumer Care Team phone number - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.

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Payment

What payment methods do you accept?

We accept the following: 

  • PayPal 
  • Mastercard
  • American Express 
  • Discover 
  • Dinners Club

 

You can safely enter all your payment details via our secure server, which encrypts all submitted information.

If you have more questions related to this topic, please refer to "Payments" section of this page.

Why is my credit card not accepted?

There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit, or a credit card computer, either at our end or your bank's end, may have encountered a machine error.
If you do have related questions, you can contact the Philips Online Shop Call Center by phone - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F. Please provide them with any error message numbers you may have received, as well as the order number from the shopping basket.

When will my credit card be charged and how will the charges show up on my credit card?

If you have ordered physical products, we will not bill you until your product(s) are actually shipped. If your items are shipped separately, we will charge for full order and refund for partial item if it is not shipped due to being out of stock. The charge will appear on your credit card as PHILIPS ELECTRONICS 203-351-5747.

Prevent credit card misuse

We take sensible security measures to protect Philips and all our consumers and we may make random security checks on orders. If we need to contact you to verify information, we will hold your order until we can reach you.
To help us, please also provide a telephone number and an e-mail address where we can contact you during daytime hours. Please make sure you check the e-mail you used to place the order. In some circumstances we may ask you to provide an alternative method of payment. To contact us directly please use our Philips Online Shop Call Center  phone number - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.

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Placing an Order

How do I enter a shipping address?

If you have ordered a physical product, the shipping information page will be displayed during the checkout process.  You can enter a separate shipping address and the shipping method can be chosen.

If you have a Philips account, you could add and manage your shipping addresses in My Account page. You would be able to chose the saved shipping addresses while checking out.

What address should I enter in the billing information screen?

For credit card verification you must enter the address exactly as it appears on your credit card statement. You do not need to enter a middle name or initials.

How can I get a copy of my invoices?

To download and print your invoice, you need to login to My Account first. After login, please refer to the following steps to proceed:

  • In "My account" page, click on "My order history"
  • Select your order number
  • Click on view invoice
  • Click on the link download invoice.

 

Pricing

All prices are listed in US dollars.

Value Added Tax or other taxes

All products are priced exclusive of sales tax and other taxes. We also show the tax on the checkout and your order details. Sorry, but we are not able to make any tax-free sales.

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Shipping and Delivery

Has my order been shipped?

You will receive a shipping confirmation email once your order is processed for shipping. There will be a link in the email which you can use to track the shipping status of your order.

How do I get my tracking number?

Tracking information is available on most orders. You will find the information in the shipment confirmation e-mail from the Philips Online Shop. Click on the link in the e-mail to find the location of your parcel or check your order status. Or you could find it in "Order History" section of My Account page after logging in.

If you have a problem tracking your order, you can contact the Philips Online Shop Call Center by phone - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.

Can I change my shipping address or shipment methods after submitting the order?

Unfortunately, you cannot change your shipping address or shipment method after your order has been submitted.

The order is immediately sent to the fulfillment agency and can no longer be changed in our system.

What are the delivery methods, cost and estimated time?

Philips Online Shop offers a variety of shipping methods to meet your needs. Below table explains available delivery methods with corresponding prices and times. Please see the Delivery Table for more information:


Delivery method Delivery times (after shipment confirmation) Delivery Cost
Standard Shipping - (FedEx Standard ground method)
5 to 10 business days Free
Expedited - 2 Day (FedEx 2nd day service) 2 to 3 business days $21.90
Expedited - Next Day (FedEx Overnight service) 1 to 2 business days $27.45

Additional information for shipping

The shipping service we provide:

  • Is fully insured and secure
  • Order receipt must be signed by the receiver
  • Unpacking and product installation not included
  • Taking back and recycling of old product not included.


Add selected products to your shopping basket and choose your preferred shipping method. The applicable cost will be calculated and displayed before you proceed to the checkout.


You can also see delivery costs, after placing your order, in the Order Confirmation e-mail and on "view order history" section of My Account page after logging in.

What are the delivery limitations?

We can only deliver to addresses within the 48 contiguous US. Orders placed on this site cannot be delivered to addresses in: Alaska and Hawaii and all off-shore U.S. territories and possessions, such as Puerto Rico.

We cannot deliver to a PO Box, BFPO address or military bases due to shipping restrictions. If you do have questions, you can contact the Philips Online Shop Call Center by phone - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.

Do you ship on the same day & when is your shipping cut off?

You will receive a Shipping Confirmation e-mail as soon as your order leaves our warehouse.
We aim to give the highest levels of customer satisfaction and orders placed at or before 11 am will typically be shipped on the same working day, if:

  • Payment has been received before our cut-off time (11 am)
  • The order contains only standard products (Customized orders typically take longer to be processed.)
  • Item is in stock 

 

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Product Support

Technical support

For most Philips products, we have extensive support information, such as frequently asked questions, manuals, software, and tutorials which you can find in each specific product detail page.

You can also find useful phone numbers on our Contact Us page, in case you prefer to speak to a Philips representative.

Accessories & Spare Parts

The Philips Online Shop carries many product accessories, but if you need spare or replacement parts, please visit our Spare parts page.

Guarantee

The warranty details for Philips product will be listed in the warranty card within the box. For all products on this page we provide at least one year warranty.

Please visit our support information webpage for more detailed information or call Philips Online Store Call Center for additional support - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.

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Returns, Replace, Refunds & Cancellations

How can I return my product and request a refund?

We hope you are entirely satisfied with your purchase, but if you are dissatisfied, we will issue a refund within 30 calendar days from the date of delivery of the product. You should follow the steps below to request for a refund:

1) Contact Philips Online Store Call Center for requesting a refund, reporting details for refund requests (damaged, unsatisfied, wrong delivering etc.) - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.
2) The call center will send you the return order number and shipping label for the product to be returned (the shipping label is only needed if you choose UPS and TNT as shipping carrier)
3) When the returned product is received, a return confirmation email will be sent to you
4) Once the returned product is received and checked, the refund is going to be issued and a refund confirmation email will be sent to you
5) The refunded amount will be transferred to the original card that was used to purchase that product.

Please note: we will refund the relevant part of the purchase price for that product together with the shipping cost you paid. Please ensure you send all original parts.

We reserve the right to charge for any accessories or parts missing from the product's original shipment to the payment card you used for the order.  
For more information, read our General Terms & Conditions of Sale, or contact the Philips Online Store Call Center by phone - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F. The advisor will help you with the next steps.

How does the order exchange process work?

In the case of a defective/ faulty product being purchased or delivered, you can request a replacement of the same product or a full refund. Please follow the below steps:

1) Contact Philips Online Store Call Center for requesting a refund or replacement, reporting details for refund requests (damaged, unsatisfied, wrong delivering etc.) - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.
2) The call center will send you the return order number and shipping label for the product to be returned. (Shipping label is only needed if you choose UPS and TNT as shipping carrier)
3) When the returned product is received, a return confirmation email will be sent to you
4) Once the returned product is received and checked, a replacement order and a replacment confirmation email will be sent to you, or your refund payment will be processed
5) You will receive the new order with the replaced product, or funds will be sent to your payment method in the case of a refund.

For more information, read our General Terms & Conditions of Sale, or contact the Philips Online Store Call Center by phone - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F. The advisor will help you with the next steps.

When will the credit amount appear on my payment card?

You can expect a refund within a maximum of 10 working days upon us receiving your return, depending on your original payment method.

Credit card refunds will be sent to the card-issuing bank within 10 working days of receipt of the returned package. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

How to Return an Item that is damaged, defective or incorrect?

Please return the item in its original packing if possible, make sure it is well protected to avoid any damage. Please ensure that all manuals and accessories are returned with the item(s). Please always contact the Philips Online Store Call Center by phone - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F, an advisor will help you with the necessary steps.

What shall I do if the product was damaged in transit?

If the carton or contents have been damaged in transit, you can return the item(s) to us within Return Guarantee period for exchange.

Please check that your order is correct at the time of delivery, make sure that the product carton is sealed and unopened. If you are unhappy with the state of delivery, please do not accept it and ask for the delivery agent to return the products to us. Please always contact the Philips Online Store Call Center by phone - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F. An advisor will help you with the necessary steps.

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 always contact the Philips Online Store Call Center by phone - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F. The advisor will help you with the necessary steps.

How do I cancel my order?

As we process orders automatically, it is not possible to cancel an order between the times of placing the order and delivery.  Please always contact the Philips Online Store Call Center by phone - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.

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Promotions

How can I use the Coupons & Discounts?

Sometimes discounts are provided by using promotional codes. If you have received a promotional code, please enter it in the field provided during the online checkout process.
The promotional code is case-sensitive, so type it exactly as it appears in your offer. Promotional codes may only be used during the time period specified. Your discount or special offer will be applied when your order is submitted.
If you need more information related with this topic, please see below question 3 and 4.

How can I see the Product Availability?

While we strive to have all our products in stock at all times, increased demand may deplete our inventory. As you shop on our website, you will see one of the following designations next to each product:

  • In Stock - Inventory is available and may be purchased immediately;
  • Out of Stock - Products with this designation have sold out and are temporarily unavailable for purchase.

 

Please bear in mind that during checkout a product that you have in your basket may go out of stock. If quantities are low and you have saved a product in your basket, another consumer may purchase that product. Placing an item in your basket does not guarantee that it will be in stock. To make sure you eventually get the product, you must complete the checkout process.

Do you have Special Offers?

We are constantly striving to provide the best possible value in the industry. To hear about special offers, subscribe to our newsletters via "Marketing communication preferences" section in My Account page after logging in.

How can I get a discount voucher?

You can get discount vouchers in primarily two ways:

1) After purchase, register your product through the registration card in the box.
2) If you create a Philips account for the first time, you may also get a discount voucher for your next purchase.

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General Policies

What does Philips do with my personal information?

Philips values and respects your privacy. Therefore we have a privacy notice in place that describes how and when we collect, use, disclose, transfer and store your information, so that we can keep up with your privacy rights and keep your personal data safe. Please read "Philips Privacy" carefully.

If you have any questions or comments with respect to your privacy, please send a message to privacy@philips.com.

Site terms of use

Click here for our site terms of use.

Terms and Conditions of sale

Click here for our Terms and Conditions of sale.

Why should waste electrical goods be recycled?

Philips Online Shop is committed to minimize the disposal of Electrical and Electronic Waste. Recycling unwanted electrical products is better for the environment.

Over 75% of waste electrical goods end up in landfill, where lead and other toxins contained in electrical goods can cause soil and water contamination. This can have a very harmful effect on the natural habitat, wildlife and also human health. When situated near populated areas these toxins can cause problems to communities as their water and soil is polluted.

Waste Electrical and Electronic Equipment (WEEE)
From 1 July 2007, new government regulations called the Waste Electrical and Electronic Equipment (WEEE) Regulations came into force. The Waste Electrical and Electronic Equipment (WEEE) Regulations encourages people to arrange collection or recycling of old electrical products, rather than throwing them away Equipment (WEEE) in domestic waste, we encourage recycling, recovery and environmentally sound disposal. Philips Online Store is a member of the Distributor Take-Back (DTS) scheme. By joining the Valpak scheme Philips Online Store is contributing to the establishment of a network of Designated Collection Facilities (DCF) where consumers may dispose of their WEEE free of charge for recycling and treatment in an ecologically sound manner. This allows members of the public to deposit old electrical and electronic items at recycling sites across the US, free of charge. Philips Online Store can ensure that WEEE is disposed of by customers in a way that optimizes its re-use and recycling. The recycling and treatment of WEEE itself is part of the producer's obligation under the WEEE Directive. As a consequence of our membership of the Valpak scheme Philips Online Store will not accept returns of household WEEE itself and cannot accept WEEE returns for recycling, neither do we make arrangements for its collection. To find your nearest recycling sites contact your local public representative.

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Contact Us

Ordering

Would you like more information on products and pricing?

Please look into the the specific product detail page or call Philips Online Store 1-866-309-3263 (Toll-free)  
9am-9pm EST, M-F. Unfortunately, the team is unavailable on weekends and holidays.

Order Status

Would you like to check the status of your order?

You can find the status of your order in "Order history" section after logging into My Account page. For more related questions, please refer to the "Shipping and delivery" section of "FAQ" page.

You can call Philips Online Store 1-866-309-3263 (Toll-free)
9am-9pm EST, M-F. Unfortunately, the team is unavailable on weekends and holidays.

You can also Email Philips Online Store. We aim to respond within 24 hours.

After-delivery

Have you received your order and have questions about it?

Please refer to the "Returns, refunds and cancellations" section of "FAQ" page.

You can call Philips Online Store 1-866-309-3263 (Toll-free) - select option 2

9am-9pm EST, M-F. Unfortunately, the team is unavailable on weekends and holidays.

You can also Email Philips Online Store. We aim to respond within 24 hours

Need to solve a technical problem, want a user manual, or have questions about your product or warranty?

You can find more information on our "Support Page"
You can find Philips Consumer Care contact details on our "Contact Page".

Are you looking for replacement parts and accessories for Philips products?

You can find more information on our "Spare parts and Accessories" page.

Opening Hours & Holidays

Philips Online Store is open 24/7 - 365 days a year

Philips Online Store Call Center is open 9am-9pm EST, M-F. Unfortunately, the team is unavailable on weekends and holidays.
 

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