Lifeline Delivery, Installation, and Return Options
Ordering from Lifeline is designed to be straightforward and hassle-free. See below for details about our policies and processes.
We’re here to help.
Order information
Checking your order status
When you place an order online, it can take up to 48 hours for the order to be processed. Call us at any time to check the status of your order.
Cancelling your order
If you need to cancel your order, please call us as soon as possible. If your order has already shipped, it would be subject to a $50 order cancellation fee, and you should follow the return process for the equipment.
Delivery options & charges
Shipping with self-installation
HomeSafe and GoSafe can be shipped directly to your home for you to install yourself. Follow the directions in the instruction packet included, or call us for assistance.
Professional installation by a Philips technician
If you opt for our professional installation service, a Philips Lifeline representative will call you to schedule an in-home installation. The installer will walk you through how to use your Lifeline system and will answer any questions you may have.
Professional installation by a local affiliate
A third option is to have one of our local affiliates install and maintain your Lifeline system for you. Call us to learn about the options in your area.
Returns & exchanges
Our satisfaction guarantee
At Philips Lifeline, we’re dedicated to the highest levels of customer care and satisfaction. If you have any issues with your Lifeline system or service, please do not hesitate to let us know. We will be happy to work with you to resolve the issue and preserve your peace of mind.
Return policy
Please call Customer Service at 1-800-635-6156.
Exchanges & replacements
Please call Customer Service at 1-800-635-6156.
GoSafe Consumer Warranty
Download the GoSafe Consumer Warranty (PDF)
GoSafe Pendant Consumer Return Policy
GoSafe Pendant(s) purchased by the consumer may be returned within 30 days of the original date of purchase for any reason provided that:
- The pendant is returned in un-worn, "like new" condition*, in the original packaging, complete with all product literature and accessories (chargers, …etc.), and,
- The product has not been activated for service by placing a “welcome call” to Philips (the final step in the product setup process) during the normal setup process, and that,
- Prior to return, the purchaser calls Philips to obtain a return authorization and specific packaging instructions for the device designed prevent damage and accidental activation in-transit.
Credit for returns not meeting the above criteria may be denied in whole or subject to a restocking charge of up to $50.
*Determination at the sole discretion of Philips.