Most Popular Questions (FAQs)
What payment methods do you accept?
We accept the following:
- Visa
- MasterCard
- PayPal
If you have more questions related to this topic, please refer to the "Payments" section of this page.
What is the delivery time?
| Delivery method | Estimated time of delivery from the moment of dispatch (working days) |
|---|---|
| FedEx 2 day service | 2 to 3 business days |
If you have more questions related to this topic, please refer to the "Shipping & Delivery" section of this page.
Do you ship internationally?
You can only purchase products to be shipped to Canada from the Philips 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 the "Shipping & Delivery" section of this page.
How do I cancel my order?
As we process orders automatically, it is only possible to cancel an order prior to the product shipping. Please note that the acceptance of any other cancellation request is at Philips Canada’s discretion. Certain Canadian jurisdictions may provide you with specific cancellation rights; we will respect all such applicable laws. Please always contact the Philips Consumer Care Team by phone for assistance.
If you have more questions related to this topic, please refer to the "Returns, Replacements, Refunds & Cancellations" section of this page.
How can I return my product and request a refund?
You may return the product to Philips and obtain a refund of the price of the returned product (except gift wrapping costs and any such other charges) , within 30 calendar days from the date of delivery of the product. For more information, read our General Terms & Conditions of Sale, or contact the Philips Consumer Care Team by phone. The advisor representative will help you with the next steps.
If you have more questions related to this topic, please refer to the "Returns, Replacements, Refunds & Cancellations" section of this page.
Where can I create a Philips Shop account?
There are two ways to create a Philips Shop account;
Click on the Account icon displayed in the header of Philips shop where you will be directed to the Login page. Under the login field, you will find the link to "create a new account".
The other approach is to register when proceeding to check out, at the checkout login page. There 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?
To delete your Philips account, login into your account and select “Delete My Account” under “Profile”. Once in the “Delete My Account” page, click on the button “Delete My Philips account” and confirm request on the popup by clicking on the “Ok, proceed” button. Your account will be then automatically deleted within three days.
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
Philips Online Shop was introduced in Canada in 2018 to create an excellent customer experience by offering a range of Philips products for sale direct to consumers.
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 payment methods. 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 unauthorized 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 Electronics Ltd., doing business as “Philips Canada” is a Canadian company registered under the laws of Canada, with GSTID R104180203
Company legally registered address:
281 Hillmount Road,
Markham, Ontario
Canada L6C 2S3
*Please don’t use this address to return your order. To contact us directly please use our Philips Consumer Care Team phone number – 1-866-309-3263 (Toll-free) or contact us by email at ca.estorehelp@philips.com 9am-9pm EST, M-F
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 Shop 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 the "Order history" section after logging into My Account page. For more related questions, please refer to the "Shipping and delivery" section of the "FAQ" page.
You can call Philips Online Shop 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 Shop . 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 this "FAQ" page.
You can call Philips Online Shop 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 Shop . 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".
Opening Hours & Holidays
Philips Online Shop is open 24/7 - 365 days a year
Philips Online Shop Call Center is open 9am-9pm EST, M-F. Unfortunately, the team is unavailable on weekends and holidays.
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 and recognizes the importance of, and fully supports recycling of, electronics and batteries end-of-life.
If a product cannot be repaired, please recycle the product in accordance with instructions in the applicable Philips user manual and other documentation that accompanies the Product. Please ensure that you follow your local and provincial laws and regulations as well.
Your province or territory may have specific laws or regulations about how rechargeable batteries and certain electronic devices may be disposed of or recycled, and approved electronics recycling programs for which your product is eligible. Please ensure that you follow your local and provincial laws and regulations.
Please consult with your local provincially approved electronics recycling program for more details, including eligibility and locations.
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.
Guarantee
The warranty details for Philips product will be listed in the warranty card within the box.
Please visit our support information webpage for more detailed information or call Philips Online Shop Call Center for additional support - 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.
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 then be able to choose 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.
Pricing
All prices are listed in CA dollars.
Taxes
All products are priced exclusive of applicable Canadian sales taxes (GST (Goods and Services Tax), PST (Provincial Sales Tax), HST (Harmonized Sales Tax)). We also show the tax on the checkout and your order details. Sorry, but we are not able to make any tax-free sales.
We will also charge you Environmental Handling Fees (“EHFs”) to cover the costs associated with the recycling of end-of-life electronics in accordance with provincially approved recycling programs. Charges will be based on your shipping destination. The amount of the EHF will appear in your checkout screen. For more information please consult the applicable provincially approved recycling program.
Payment
What payment methods do you accept?
We accept the following:
- Visa
- MasterCard
- PayPal
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 reserve the amount of the sale at the time of order, but will not complete the charge 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.
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 the "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 | Estimated Delivery times (after shipment confirmation) | Delivery Cost |
|---|---|---|
| FedEx 2nd day service | 2 to 3 business days | Orders under $50 - $11.99 / Orders over $50 - Free |
Additional information for shipping
The shipping service we provide:
- Is fully insured and secure
- 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.
Eligible orders of over $50.00 ship free. Free shipping eligibility requirements are as follows:
- This offer applies only to merchandise orders, and excludes taxes and other charges
- Promotional coupons and other discounts, where applicable, will be deducted from your item subtotal and may affect your free shipping eligibility
- Gift cards (including electronic gift cards) will not be counted towards the free shipping offer
If you cancel part of an order, the eligibility of your remaining order may be affected
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 in Canada and cannot deliver to a PO Box. 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.
Any delivery or shipment dates given by Philips Canada are best estimates only, and are subject to change.
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
Returns, Replacement, Refunds & Cancellations
How do I return a product?
You can return your product for free within 30 days from purchase. Simply follow the below steps to use our Do It Yourself (DIY) Return Portal.
- Login to your MyPhilips Account at https://www.philips.ca/shop/CA_Emp/my-account and click on ‘View active order history’ then select the order you would like to return.
(Please note: if the order does not have the option to return you may have lapsed the 30 day return window.) - Ensure the check box to the left of each product you would like to return is selected and update the quantity drop down to the number of units you are returning.
- If you are returning multiple products please make sure they fit in one box. If you need to ship back multiple boxes please create separate return requests for the items in each individual box.
- Click on Return products button
- Select if you would like exchange the product for a replacement of the same item or return for a refund. (Please note: if refund is the only option displayed it means we are out of stock and cannot offer a replacement at this time.)
- Select the reason for return from the drop down list.
- You will then see packing instructions and a link to download your FedEx return label. Your return label will be emailed to you as well. (Please note: we do not require all items to be physically returned to receive a replacement or refund. If this is the case for your order you will be instructed to confirm disposal of the item and you’ll receive an email confirmation for your refund or replacement.)
- Please be sure you pack all items into one box if you are returning multiple products.
- Next Philips will show you the FedEx drop off location closest to you. You can also search in a different area if needed.
- Once the returned product is received and checked by Philips, the refund or replacement will be issued and a confirmation email will be sent to you.
- The refunded amount will be transferred to the original form of payment that was used to purchase that product.
Please note: we will refund the relevant part of the purchase price for that product. Please ensure you send all original parts.
If you have any issues please contact the Philips Online Store Call Center at 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.
What are the return conditions?
Not completely happy with your purchase? No problem. You can return your order within the first 30 days. The product must be returned clean and in its entirety, together with its original packaging or in another solid box.
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 follow the ‘DIY Return Portal’ steps noted above. If you have any issues with the DIY portal you can contact the Philips Online Store Call Center by phone at 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 follow the ‘DIY Return Portal’ steps noted above. If you have any issues with the DIY portal you can contact the Philips Online Store Call Center by phone at 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 I never received my order?
If you received an email from Philips with tracking details for your order but never received your shipment you can contact the Philips Online Store Call Center by phone at 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F for support. An advisor will validate the tracking details and delivery address and help you complete a request for a refund or a replacement item once approved.
What if I need a spare part?
Do you need to exchange or return a spare part? Please contact the Philips Online Store Call Center by phone at 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F. An advisor will help you with the necessary steps.
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 code 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.
Delete MyAccount
How to delete my account?
To delete your Philips account login into your account and select “Delete My Account” under “Profile”. Once in the “Delete My Account” page click on the button “Delete My Philips account” and confirm request on the popup by clicking on the “Ok, proceed” button.
Your account will be then automatically deleted within three days.
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What does this mean?
As a result of your consent, Philips group companies may contact you with promotional communications via email, SMS and other digital channels, such as mobile apps and social media. To be able to tailor the communications to your preferences and behavior and provide you with the best, personalized experience, we may analyze and combine your personal data. This data may include:
Data you give us
Data that you want to actively share with us such as: your name, date of birth or age, email address, physical address, country, gender, phone number, social media profile.
Data we get from your interactions with Philips
Data about your interactions and usage of the Philips digital channels, such as social media, websites, emails, apps and connected products. This data may include: IP address, cookies, device information, communications you click on, location details, and websites you visit
Philips will give you the opportunity to withdraw your consent at any time.
For more information, please read the Philips Privacy notice and the Philips Cookie notice.