Frequently Asked Questions (FAQ)

Q: What changes have been made to the website?

A: The homepage and site navigation have changed, including:

• The name of the site has changed to "Baxter Catalog". All Hillromand Welch Allyn parts are still available on the website, however we have updated the site name to accurately reflect our brand.
• The navigation at the top, left of the website has changed to "Browse by Product" or "Browse by Part". Use this section of the website to find products by category, popular products, or parts by category.
• Account functions such as Order Support, Quick Order, Saved Carts, Favorites List, Repair Request, Service Proposal and Current Promotions have moved under the Account login menu. Once you sign in, you can find these links in the menu under your account name at the top, right of the website.
• The main banner section of the homepage has changed. Use this section of the website to find parts, learn more about the changes we have made to the site, and get help with order history, FAQ's or contacting support.

Q: How can I purchase or get a quote for Hillrom/Welch Allyn products that are not available on the Hillrom Parts Store?

A: To purchase or request a quote for Baxter products intended for your hospital or facility, 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. Once training is validated, you will be able to order these items freely.

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. For orders placed through a distributor, please contact them directly.

Q: What does the "Delayed" status mean?

A: This status means that 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 certain regions.

Q: How do I access my order history?

A: If you are a registered user, log in, click on the arrow next to your name in the top right corner, then 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. Otherwise, report the issue to customer service via the "Contact Us' page.

Q: How can I get a delivery slip?

A: See the "Contact Us" page to reach our customer service. If your order was placed through a distributor, contact them directly.

Q: How can I get a copy of an invoice?

A: For orders through a distributor, contact them. Otherwise, contact customer service via our "Contact Us" page. For users of the Hillrom Parts Store, invoices are not yet available online, but you can view the invoice number via your order history.

Q: Can I modify my order after submitting it?

A: Yes, if it has not yet been shipped. Contact our customer service via the "Contact Us" page.

Q: How can I check the status of my order?

A: If you are registered, log in, access your order history, then select the order you wish to track. For orders through a distributor, please contact them directly.

Q: How can I find a Welch Allyn distributor?

A: See our "Contact Us" page to locate an authorized distributor in your area.

Q: Are maintenance manuals available online?

A: Most products come with a manual at the time of purchase. If you can't find it online, contact us via the "Contact Us" page.

Q: Are the parts available on Hillrom Direct 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, they are used to calibrate the device. Calibration is performed by Baxter in Tilburg (Netherlands). Contact our technical service for more information.

Q: How can I update my online account information?

A: From "My Account", you can update your first name, last name, language, and password.

Q: What is the warranty policy?

A: It varies by product. As a general rule, Hillrom parts come with a one-year warranty. For more information, contact our customer service.

Q: Can I get repair service after the warranty period?

A: Yes. We offer repair services during and after the warranty period, with authorized service centers. See the "Contact Us" page