Hillrom is a part of Baxter.
Engage with us here for our Hillrom service parts.
Engage with us here for our Hillrom service parts.
Frequently Asked Questions (FAQ)
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Website Updates
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Orders and Billing
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Product Usage
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Maintenance and Repair
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Troubleshooting
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Warranty and After-Sales Service
Website Updates
Q: What changes have been made to the website?
A: The homepage and site navigation have changed, including:
- The site name changed to “Baxter Catalog”. Hillrom and Welch Allyn parts remain available.
- The top navigation now offers “Browse by Product” or “Browse by Part”.
- Account functions like Order Support, Saved Carts, Repair Requests moved under the Account login.
- The homepage banner highlights finding parts, site changes, and support options.
Orders and Billing
Q: How can I purchase or get a quote for Hillrom/Welch Allyn products?
A: Please contact us via the Contact Us page.
Q: Why can’t some items be added to the cart?
A: Some products require prior training. Contact our customer service.
Q: I only received part of my order. What should I do?
A: Some items may be shipped separately. If you ordered through the Hillrom Parts Store, log in to your account to check the order status in your Order History. Have your order and purchase order numbers ready. If you ordered through a distributor, please contact them directly.
Q: Can I place a repeat order online?
A: Yes, a “Reorder” button is available in your Order History and allows you to easily repeat a previously placed order.
Q: What is your return policy?
A: Items can be returned within 30 days of shipment, provided they have not been used or opened and are returned in their original packaging. Exceptions may apply. For more information, see the Contact Us page.
Q: How long does it take to receive my order?
A: Standard orders are generally shipped within 3 to 5 business days. In-stock items are often shipped within 24 hours, depending on availability.
Q: How can I cancel my order?
A: You can cancel your order before it is shipped by contacting customer service via the Contact Us page. For orders placed through a distributor, please contact them directly.
Q: What does the “Delayed” status mean?
A: This status means the order has been received but shipping is delayed due to limited availability of one or more products. You can view the affected items from your Order History.
Q: What are the payment options on the Hillrom Parts Store?
A: We accept purchase orders. An invoice will be sent to you when your order ships.
Q: Are shipping fees refunded in case of a return?
A: In general, shipping fees are not refunded. For orders through a distributor, please check directly with them.
Q: Are there any discounts?
A: If you are a registered user, your catalog will automatically display the best prices available to you according to your contract.
Q: What is an authorized Welch Allyn distributor?
A: It is a partner that meets specific criteria, authorized to promote, sell, and deliver products in designated regions.
Q: How do I access my order history?
A: If you are a registered user, log in, click the arrow next to your name in the top right corner, and select “Order History”.
Q: What does the status of my order mean?
A:
- Open: The order has been recorded and is being processed.
- Processing: The order is being prepared.
- Partially Shipped: Some items have been sent.
- Completed/Shipped: The entire order has been sent.
- Pending: Additional information is required.
- Delayed: One or more products are temporarily unavailable.
Q: What should I do if my order arrives damaged?
A: Check your invoice. If you ordered through a distributor, contact them directly. Otherwise, report the issue to customer service via the Contact Us page.
Product Usage
Q: Are maintenance manuals available online?
A: Most products come with a manual at the time of purchase. If you cannot find it online, please contact us via the Contact Us page.
Maintenance and Repair
Q: Are the parts available on Baxter Catalog genuine?
A: Yes. Only genuine Hillrom/Welch Allyn parts from the original manufacturer are offered.
Q: Do parts 401028 or 407672 for the Spot Vital Signs® monitor require calibration?
A: Yes. These parts are used to calibrate the device. Calibration is performed by Baxter in Tilburg, Netherlands. Contact our technical service for more information.
Troubleshooting
Q: How can I update my online account information?
A: From "My Account", you can update your first name, last name, language preference, and password.
Warranty and After-Sales Service
Q: What is the warranty policy?
A: The warranty varies depending on the product. As a general rule, Hillrom parts are covered for one year. For more information, please contact customer service via the Contact Us page.
Q: Can I get repair service after the warranty period?
A: Yes. Repair services are available during and after the warranty period through authorized service centers. Visit the Contact Us page for more information.