What to Expect When Your Phothera Device Ships
When your Phothera device is ready to ship, you'll receive tracking information to monitor your delivery. Here's what you need to know:
Shipping Methods:
- Smaller devices (Phothera 100, 200, 200XL, 400, Aquex): UPS Ground or FedEx
- Larger devices (Phothera 600, 600-3D): Standard Ground or Freight Carrier
General Order Processing Timeline:
- Insurance verification: 5-10 business days typically
- Device preparation: 1-2 business days after approval
- Shipping time: 2-3 business days for standard delivery
- Total timeline: 1-3 weeks from complete paperwork to delivery
Tracking Your Shipment:
You'll Receive:
- Order confirmation email with estimated delivery date
- Shipping notification with tracking number to monitor shipment on the carrier website
- Carrier information (FedEx, UPS, or specialized medical courier)
- Delivery instructions and preparation guidelines
If you have a question about your shipment tracking, review the carrier tracking details.
If there is a problem with the carrier tracking information, contact Phothera customer service (Fill out Phothera's form, select options Patient > My doctor just prescribed > I received a notification that my device shipped, but it hasn't arrived yet...) and enter the tracking number in the notes section.
Delivery and Inspection:
Upon delivery, immediately inspect your device before the driver leaves. Look for any signs of damage to the packaging or device. If the driver is already gone, please take pictures of shipping damage (you can attach them to the contact form when you are contacting us).
Inspection Checklist:
- Check packaging for shipping damage
- Verify contents against packing list, note that some components are embedded in the packaging material. Do not throw out packaging material until all components have been found.
- Review your specific device's “how it ships” documentation on the www.phothera.com website.
- For larger devices, use a dolly and have two people assist with moving
- Inspect the device for any visible damage
- Check accessories - ensure all components are present
If you discover damage:
- Save all packing materials
- Take pictures of the damage when possible
- Notify both Phothera and the delivering carrier within 24 hours
What's Included in Your Shipment:
Every Phothera device comes with:
- Your phototherapy device
- Power cable
- Safety goggles
- Owner's manual
- Warranty information
- Calibration sheet (for applicable devices)
- Device feet/mounting hardware (as applicable)
If you have a question or want to report a shipping damage, contact Phothera customer service (Fill out Phothera's form, select options Patient > New Patient > My device has a missing part...)