Getting Your Missing Components Quickly
Receiving an incomplete device can be frustrating, but Phothera has processes to quickly resolve missing parts and get you started with treatment.
Your Device Should Include:
All Devices Should Include:
- Power cord (specific to your device)
- UV blocking safety goggles (1 pair minimum)
- Operating manual and documentation
- Warranty information
- Calibration certificate
Phothera 200/400/600 Additional Parts:
- Device feet (usually 2)
- Mounting hardware (screws, brackets)
- Protective grid (if shipped separately)
Phothera 600-3D:
- Stabilizer brackets (2)
- Shipping foam removal
- Any optional accessories ordered (stands, castors)
Handheld Models (100/100XL):
- Comb attachment (for scalp treatments)
- Carrying case (if included)
Immediate Steps When Parts Are Missing
Step 1: Check Packaging Thoroughly
- Look inside all foam packaging
- Check tape-on items inside cardboard
- Small parts may be in separate compartments
- Look in instruction manual folders
Step 2: Identify Exactly What's Missing
- Use the packing list in your manual
- Compare with "What's Included" sections
- Take photos of what you received
- Note your device model and serial number
Contact Information for Missing Parts
Phothera Customer Service:
- Submit our Contact Form (Select Patient > New Patient >My device has a missing part)
- Have your order number, device serial number, and delivery receipt ready
- Describe specifically what parts are missing
- You can attach photos of received items
- Include copy of delivery receipt
Critical vs. Non-Critical Missing Parts
Critical Parts (Prevent Safe Operation):
- UV Safety Goggles - NEVER operate device without proper eye protection
- Power Cord - Device cannot operate
- Essential mounting hardware - Device unsafe if not properly assembled
Non-Critical Parts:
- Extra documentation
- Optional accessories
- Cosmetic covers
Shipping Damage Claims
If Missing Parts Are Due to Shipping Damage:
- Document damage with photos immediately
- Save all packaging materials
- Contact shipping carrier within 24 hours
- Notify Phothera of damage claim process
Carrier Requirements:
- Some carriers inspect damaged packages
- May require holding package for inspection
- Keep delivery receipt and tracking information
- Don't dispose of packaging until claim is resolved
What Phothera Will Do
Typical Resolution Process:
- Verify your order and shipping records
- Arrange expedited shipping for missing critical components
- Provide tracking information for replacement shipments
- Follow up to ensure resolution
While Waiting for Parts
- Read operating manual thoroughly
- Prepare treatment area
- Review prescription and treatment plan
- Contact doctor with any questions about upcoming treatment
Safety Reminders:
- Never attempt to operate device with missing safety equipment
- Don't improvise replacements for missing components
- Don't modify device to work without proper parts
When Parts Arrive
Verification Steps:
- Check that all missing parts are included
- Verify parts match your device model
- Test fit components before final assembly
- Contact Phothera if replacement parts don't fit properly
Installation:
- Follow assembly instructions carefully
- Test device operation after installing missing parts
- Keep documentation of replacement parts