Frequently Asked Questions | PHS West

Frequently Asked Questions

Welcome to PHS West’s FAQ page. Here you will find a list of frequently asked questions including General, Product, and Technical questions. If you do not find the answer to your question here, please give us a call at 1-888-639-5438 toll free or send us an email at info@phswest.com.

General Questions

Q: Who do I talk to about ordering products?

A: For sales inquiries, you can call 1-888-639-5438 toll free or send us an email at sales@phswest.com.

Q: Who do I talk to about ordering parts and/or service or if I have a technical question?

A: For parts, service or technical inquiries, you can call 1-888-639-5438 toll free or send us an email at support@phswest.com.

Q: Who do I talk to about product training and operations?

A: For product training and operations inquiries, you can call 1-888-639-5438 toll free or send us an email at sale@phswest.com.

Q: Do you accept credit card payments?

A: Yes, please call 1-888-639-5438 toll free and one of our representatives will take your card information over the phone.

Q: Do you accept purchase orders?

A: Yes, please email your purchase order to sales@phswest.com.

Q: Where can I get your W-9?

A: For W-9 requests, you can call 1-888-639-5438 toll free or send us an email at sales@phswest.com.

Q: Do you charge shipping and handling?

A: Yes, we charge PPA shipping and handling on all product and parts shipments unless a preferred carrier and account number is provided at the time of purchase.

Q: Is packaging the same as freight?

A: No. Packaging is the crate that is used to securely transport your order and freight is the cost of shipping. We include packaging in cart, tug and lifter shipments to mitigate the chance that your product is damaged during shipment.

Q: Do you offer discounts?

A: We offer competitive, manufacturer direct pricing to all of our customers. If our manufacturing costs are reduced based on the volume of an order, we will pass that discount along to you.

Q: When will I receive my invoice?

A: Your invoice will be sent once your order has shipped from our warehouse.

Q: How can I request an invoice?

A: For invoice requests, please email ap@phswest.com.

Q: Can I be a distributor for your product?

A: Yes, if you would like to be a distributor for one of our products please email us at sales@phswest.com.

Product Questions

Q: What is the typical turn-time from when I order a new product to when it is shipped.

A: Turn-time can range from 5 to 14 weeks depending on the level of customization your order requires.

Q: What products do you offer “off the shelf”?

A: All of our products are built to order and we keep common components in stock for a number of them. Any product order that utilizes stocked components can be assembled in 5 to 7 weeks.

Q: What is the difference between a motorized platform cart and a motorized tug?

A: Motorized carts allow you to load supplies and materials onto a purpose built cart for transporting them throughout your facility. Battery powered tugs are designed to tow other material handling systems that are on a wheeled base.

Q: What sort of motorized cart configurations do you offer?

A: We offer a wide range of motorized cart configurations for a variety of material handling applications across numerous industries including, but not limited to, healthcare, commercial, industrial, and data centers.

Q: What can your motorized tug tow?

A: Our electric tugs can be fitted with a variety of hitching systems to tow anything on a wheeled base up to a rated towing capacity of 5000lbs.

Q: What products do you offer for data center applications?

A: Our data center product line includes server rack tugs, server lifters, data hall service carts, and server ramps.

Q: Do you have standard designs for your products?

A: Yes, we have standard designs and models for our motorized platform carts and battery powered tugs that can all be configured to order.

Q: How can I get started on designing a motorized cart or tug?

A: If you would like to start a design, please call our toll free number at 1-888-639-5438 toll free or send us an email at sales@phswest.com.

Q: Can I add accessories to a PHS West product I own?

A: Yes, to add accessories to an existing PHS West product please call us at 1-888-639-5438 toll free or send us an email at sales@phswest.com.

Q: Is there training with the products?

A: Yes, we offer on-site and virtual training for all of our products. If you need product training, please call us at 1-888-639-5438 toll free or send us an email at sales@phswest.com.

Technical Questions

Q: What should I do if my motorized cart, electric tug, or lifter stops working correctly.

A: If your motorized cart, electric tug, or lifter is not working correctly, please call 1-888-639-5438 toll free or send us an email at support@phswest.com. To help our team better serve you, please be ready to provide the products serial number when you call or send it to us in your email with a brief description of the issue you are experiencing.

Q: Can PHS West send a technician to my location to fix my motorized cart, tug, or lifter?

A: Yes, we provide technician services through a third-party service provider allowing us to dispatch technicians across the United States and parts of Canada.

Q: Can I use my own technicians to repair my motorized cart, tug, or lifter?

A: Yes, our inhouse technical support team will provide you with any assistance needed in diagnosing and repairing your equipment.

Q: What is the typical turn-time from when I place my parts order to when it is shipped?

A: Parts and service orders are processed within 48 hours of receipt and will ship from our warehouse the day after processing if we have them in stock. Turn-time on parts we do not have in stock varies.

Q: Can I have my parts order overnighted?

A: Yes, you can request overnight shipping on a parts however the earliest it will ship from our warehouse is the following business day from receipt of your order.

Q: How long does a charge last on batteries?

A: Batteries that are in good condition can typically run for 8 hours before needing to be charger overnight.

Q: How long can I leave my motorized cart or tug unplugged for?

A: We do not recommend leaving a cart or tug unplugged for extended periods of time. To prolong battery life, if your equipment is not in use it is best to remain plugged in to a standard wall socket.

Q: How often should I replace my motorized cart or tug’s batteries?

A: PHS West recommends annual battery replacements based on their manufacturer rated lifespan.