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Frequently Asked Questions (FAQ)

 

Orders and Billing

Q: How do I purchase or get a quote for Hill-Rom / Welch Allyn products not offered on the Hill-Rom Direct store? A: To purchase or get a quote for Hill-Rom products for your hospital or facility, please contact Sales & Customer Service at (800) 445-3730.  To purchase products for the home, please contact our Home Care team at (800) 833-4291.

To purchase or get a quote for Welch Allyn products there are two ways: If you are a hospital, Welch Allyn has a direct sales force that sells most of our products through a network of authorized distributors; this sales organization also sells a few select items direct, such as patient monitors and patient monitoring systems. We suggest you contact your purchasing department or materials management department to see who your hospital uses as its primary distributor.

If you are a doctor's office....Welch Allyn sells products through a network of authorized distributors that you likely purchase most of your other medical supplies from today.  If you are in need of a distributor, visit our online distributor locator.

  
Q: I only received part of my order, what do I do?

A: Occasionally, order items are shipped separately.    If you only received a partial order, and you placed your order directly from Hill-Rom Direct, you may verify shipping status for the rest of your order by logging in and viewing your Order History.  Be sure to have your order number or Purchase Order Number available.

If you purchased through an authorized distributor, please contact your distributor directly.
 

Q: What is the return policy?

A:  Items can be returned 30-days from the date of shipment; exceptions may apply.  Items must be un-used, unopened, and returned in original packaging.  A 15% re-stocking fee may be charged for returned items. The customer is responsible for paying return freight charges unless Hill-Rom shipped items in error in which case the restocking fee will also be waived. Customer must notify Hill-Rom of the error within thirty (30) days of shipment.  Lamps, batteries, paper, disposable and single use products, architectural products, workflow solutions and other communications products, and any customized products or special orders, except if mutually agreed,  are not returnable. All returns are handled by phone.

  
Q: Where is the power supply for my Welch Allyn Connex Spot Monitor? How do I order the power supply with my Connex Spot Monitor?

A: If you order a mounting option with your Connex Spot Monitor, the power supply is included with the mounting option.

If you do not order a mounting option with your CSM, you will need to order the Power Supply part # 7000-PS as a separate item. (required if not ordering a stand or wall mount)

Available Mounting Options (with Power Supply included):

7000-APM Connex Spot Accessory Power Management Stand
7000-MS3 Connex Spot Classic Mobile Stand
7000-GCX Connex Spot Wall Channel
 

Q: How many Welch Allyn refurbished devices are available for purchase?

A:  Welch Allyn sells refurbished units for Welch Allyn Vital Signs Monitor 300 Series, Spot Vital Signs® LXi and CP 100™ and CP 200™ Electrocardiographs. Welch Allyn refurbished devices are available on a first-come, first-served basis and availability is subject to change. To see what's available, call your local distributor or contact your local Welch Allyn Customer Support at 1-800-535-6663.

  
Q: Can I return a Welch Allyn refurbished device after purchasing it?

A:  If a Welch Allyn refurbished device is found to be defective out of the box, it can be returned for a replacement or credit. Devices cannot be returned for credit other than due to a manufacturer defect.

  
Q: How long will it take to receive my Hill-Rom Direct order?

A: Standard orders generally ship between 2 - 5 business days, although most in-stock items will ship within 24 hours.

  
Q: How do I cancel my order?

A: Sales orders may be cancelled prior to shipment by contacting Customer Support. To see a listing of Welch Allyn and Hill-Rom Customer Support phone numbers, visit our Contact Us page. If you ordered a product through a distributor, please contact your distributor directly.

  
Q: How long will it take to receive my Welch Allyn refurbished device once I’ve ordered it?


A: Most Welch Allyn refurbished devices ship within ten (10) business days of being ordered. To check your order status, simply log in to your Welch Allyn account or contact Welch Allyn customer care at 1-800-535-6663.

  
Q: What does backorder status mean and how does that impact my ship date?

A: Backorder status means your order has been placed with us but shipment has been delayed due to limited availability of one or more products on your order.  In the event that an item may not be immediately available to fulfill your order,  you can view the order on line to see which items have been delayed.

  
Q: What are the payment options for buying through Hill-Rom Direct?

A:  The payment options include:

    Credit cards: Visa, MasterCard, American Express
    Debit cards: Visa, MasterCard, American Express
    Purchase orders
    At this time, we do not accept cash, checks, or money orders

  
Q: How do I find my credit card's security code?

A:  For Visa / MasterCard the security code is located on the back of the card and is 3 digits long. For American Express Card the security code is on the front of the card and is 4 digits long.

  
Q: Can I ship product from Hill-Rom Direct to outside the US?

A:  At this time International shipping is not available on Hill-Rom Direct. Your order can ship to any address within the continental U.S.

  
Q: If I return an order will the shipping cost be refunded?

A: Shipping charges are generally not refundable. If you purchased through an authorized distributor, please contact your distributor for this information. 

  
Q:  I need accessories for my Welch Allyn AED 10 defibrillator.


A:  To our customers who have purchased a Welch Allyn or MRL defibrillator:  Please be aware that repair service and accessory sales for the defibrillator products ended as of March 31, 2014.  Manufacturing of our defibrillator product line was discontinued in early 2009 and since that time ZOLL Medical has been engaged to provide repair services and accessories. In 2012 and 2013 we sent written notification of the planned end-of-service life date to all of our customers who previously purchased defibrillators. If you have misplaced the notification letter it is accessible here:

US/Canada AED and Defibrillator End of Service Letter 
International AED and Defibrillator End of Service Letter
We appreciate your business.
 

Q: Is discount pricing available?

A:  If you are a registered user you will see your best price in the catalogue which includes any discounts entitled via contract terms (GPO, IDN, Fed Gov, Direct Hill-Rom / Welch Allyn, loyalty programs, etc.). 
 


Q:  What does authorized Welch Allyn distributor mean?

A:  An Authorized Distributor is a partner who has met specific criteria to be authorized by Welch Allyn to promote, sell, and deliver Welch Allyn Products in specific territories and countries. Visit this page for more information.  

  
Q: How can I access my Order History?


A: f you are a registered Hill-Rom Direct user, you can log-in and find your Order History page by clicking the down arrow next to your name in the upper right portion of the website. Select the appropriate order to view order details.   If you ordered through a distributor, please contact your distributor directly.

  
Q:  What does my order status mean?

A:  Order Status definitions:
 

  • Open - Your order has been entered into our system and is in process. Expected ship dates are 2-5 days once the order has been received in our system. For more information review your expected ship date detail.
  •  In Process - Your order has been received and is in the process of being fulfilled.  Please check back to determine when it's been shipped and to access your tracking information.
  •  Partially Shipped - Some items within your order have been shipped.  There will be an additional delivery once the remaining items are ready for shipment to complete your order.
  •  Completed/Shipped - Your order has left our facilities and is on its way to you.  Expected delivery timelines may vary based on Carrier and manufacturing location.
  •  On Hold - Orders are occasionally placed on hold as additional information is required to complete shipment. Please contact Customer Support  and we'll be happy to assist you.
  •  Backordered - Your order shipment has been delayed due to limited availability of one or more products on your order.


  
Q:  My order arrived damaged, what do I do?

A:  Please check your invoice to determine if your product was shipped through a distributor and if so, contact your distibutor directly.  Orders placed directly from Hill-Rom that are damaged on receipt should be reported to Customer Support.  Go to our Contact Us page to locate the appropriate Customer Support team.
 

Q:  How do I obtain a packing slip for my order?

A:  Please refer to the Contact Us page for the appropriate number to call.  If you purchased through an authorized distributor, please contact your distributor to get a copy of your packing slip.

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

A:  If you ordered through a distributor, please contact your distributor directly.

To obtain a copy of an invoice, please contact Customer Support who can assist you. Visit our Contact Us page to see a listing of Welch Allyn and Hill-Rom Customer Support phone numbers.

If you are a registered PartsOnline user, you can find your Invoice number but we do not offer viewable online invoices at this time. To find your Invoice number, log-in and click the down arrow next to your name in the upper right portion of the website. Select Order History and click on the appropriate order to view order details which will include the invoice number.  
 

Q:  Am I able to change my order once it is placed?

A:  Sales orders may be changed prior to shipment by contacting Customer Support. To see a listing of Welch Allyn and Hill-Rom Customer Support phone numbers, visit our Contact Us page. If you ordered a product through a distributor, please contact your distributor directly.
 

Q: Who are the standard shipping providers?

A:  Fedex is our preferred shipping provider.

  
Q:  Can I ship product to an Army Post Office (APO) or Fleet Post Office (FPO) address?


A:  If shipping to APO or FPO address, please contact Customer Support to place your order.

  
Q: How do I check my order status online?

A:  If you ordered through a distributor, please contact your distributor directly.

If you are a registered Hill-Rom Direct user, you can see your Order History and Order Status online.  To find you Order History, log-in and click the down arrow next to your name in the upper right portion of the website. Select Order History and you will see the Order Status of all your present and past orders. From the order summary page you can select an order to view the line item details of that order.

  
Q:   How do I find a Welch Allyn Distributor?

A:  You can quickly and easily find an authorized distributor of Welch Allyn products in your area by visiting our authorized distributor page.

  
Q:  What are your normal hours of operation for Customer Service Support in the US?

A:  US Customer Support operates during normal business hours, Monday through Friday. Visit our Contact Us page for a detailed listing of hours and contact information.

  
Q:  Can I purchase a stand to be used with my refurbished vital signs monitor?

A:  Yes.  The stand is part number 4800-60.

 

Product Use

Q:  What is the expected life of the LED lamps in the Welch Allyn Green Series Exam Lights?

A:  The approximate life of the LED lamps in our Green Series Exam Lights is 50,000 hours. See our Green Series Exam Light product brochure for more information.

  
Q:  I have the Welch Allyn rechargeable power handle that plugs directly into the wall outlet to recharge. The number next to the prong module is 71050-C. Which battery should I order?

A:  For your rechargeable handle you will need to order our rechargeable battery, Part number 72300.

  
Q:  What is the correct battery for my Welch Allyn SPOT Vital Signs Lxi?

A:  Only use the Welch Allyn 4500-84 lead acid battery.  Using an incorrect battery will cause damage to the Spot LXi and void the warranty.

  
Q:  What is the part number for the battery in the black Lithium Ion Handle, Part Number 71900?

A:  The bottom section of the Lithium Ion handle from the green button down is the battery; there is no separate battery to replace.  If you need to replace the battery, order the bottom section of the handle- part #71960 Replacement Lithium Ion battery.

  
Q:  Are service manuals available online?

A:  All products come with a Service/User Manual at time of purchase. Welch Allyn service manuals are not available in the parts store, but can be found online at Welch Allyn.com in the Documents section for select Welch Allyn products and part pages. Hill-Rom Service/User Manuals can be ordered by contacting Tech Support at (800) 445-3720.
 

Repair and Service

Q:  Are any parts found on PartsOnline aftermarket or off-brand parts and accessories?

A:  No, we only sell genuine Hill-Rom / Welch Allyn OEM parts that have been specifically engineered to meet the exact specifications of our products

  
Q:  Can I purchase repair parts and fix my MicroTymp®3 Portable Tympanometric Instrument handle and charger myself?

A:  No, MicroTymp®3 Portable Tympanometric Instrument repairs can only be performed by a Welch Allyn authorized service provider. You can visit our online service center and submit a repair request quickly and easily.

  
Q:  Can I purchase parts and fix my Welch Allyn SureSight™ Vision Screener or Welch Allyn SureSight™ Autorefractor myself?

A:  No, repairs for your SureSight™ Vision Screener or  Autorefractor can only be performed by a Welch Allyn authorized service provider. Submit your product for repair quickly and easily online.

  
Q:  Does the Spot Vital Signs® Device BP Test Volume Repair Fixture Part # 401028 or 407672 require calibration?

A:  The Spot Vital Signs® BP Test Volume Repair Fixture Part # 401028 and 407672 is used to calibrate the Spot Vital Signs® Device.  Calibration is provided by Hans Rudolph, Inc. For questions on calibration intervals, please contact:

Hans Rudolph Inc
8325 Cole Parkway
Shawnee, KS 66227   USA
Toll Free Phone (USA & Canada): 800-456-6695
International & USA: 913-422-7788
Fax: 913-422-3337
hri@rudolphkc.com 16-363-5522
Fax: 816-822-1414
Hans Rudolph In
 

Troubleshooting

Q:  Does the Spot Vital Signs® Device BP Test Volume Repair Fixture Part # 401028 or 407672 require calibration?

A:  If you forgot your password, on the Login page click Forgot Password and you will receive an email to reset your password.

  
Q:  How do I change my online account profile information?


A:  We make it easy for you manage your Hill-Rom Direct account.  Login to your account anytime to:
•  Review any open orders or order history
•  See any completed orders
•  Change personal data
•  Change password


Q:  How do I remove the battery from inside the Welch Allyn black Lithium Ion handle, part number: #71900?

A:  The bottom section of the Lithium Ion handle from the green button down is the battery; there is no separate battery to replace. If you need to replace the battery, order the bottom section of the handle - part #71960 Replacement Lithium Ion battery.

Removing the Battery Section:
1. Hold the instrument handle firmly by the Battery Section
2. Turn the Rheostat Section counterclockwise until it detaches from the Battery Section.

Replacing a New Battery Section:
1. Insert the Rheostat Section into the new Battery Section.
2. To connect the two sections, turn the Rheostat Section clockwise until tight.
3. Verify the Rheostat Section is secure on the Battery Section of the instrument handle.

  
Q:  How do you replace the battery on the Hill-Rom Stretcher scale?

A:  Tools required: #2 Phillips head screw driver.  Parts required: 3 AA alkaline batteries.  Replace the batteries when the battery indicator comes on. 
1.  Raise the stretcher to the highest position and put it in the Trendelenburg position. 
2.  Loosen, but do not remove, the two screws (A) that attach the battery cover (B) to the scale display (C).
3.  Remove the battery cover (B).
4.  Remove the batteries (D), and discard or recycle them in accordance with local regulations. 
5. Install the new batteries (D) as shown on the battery compartment. 
6. Install the battery cover (B).
7. Tighten the two screws (A) to attach the battery cover (B) to the scale display (C).

 

Warranty and Product Coverage

Q:  What is the warranty policy?

A:  General warranty for Hill-Rom parts is 1 year coverage for all parts and accessories.  Other warranties may apply according to product purchased.

Welch Allyn parts carry a 90-day warranty for functional defects only. No warranty and/or credit or returns are accepted on any opened electronic components.

  
Q:  How can I get my product serviced or repaired, even after the warranty period ends?

A:  Hill-Rom provides service on purchased products during and after the warranty period. We have service centers nationwide with well-trained and certified technicians.  See our Contact US page. 

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