The System

There’s an issue with the cooling machine. Could you please help?

The Paxman system is under a full technical support contract. You can contact Paxman at 844-572-9629 for assistance or email your inquiry to hcp@paxmanusa.com.

I’ve lost my Pay for Use Token. How can I order another one?

Our team wil be happy to help, please call 844-572-9629 for assistance or email your inquiry to hcp@paxmanusa.com.

The cap does not feel as cool as I expected. Is there something wrong with the system?

Some people find that the cap is not as cold as they feared it might be, and for some people the cap feels less cool as the treatment continues. This is usually because the body acclimatizes quickly and chances are that you will feel a numbing effect rather than cold. Also the first treatment can feel like it is much colder than others, but again, this is often because you know what to expect.
It is highly unlikely that there is an issue with the system. If the system is not cooling efficiently and therefore not achieving the appropriate temperatures, it will alert so that your clinical team is aware.

Will I be able to have treatment if there is a fault with the Pay for Use Token?

Yes, the HCP has a Master Key Card which can be used in the event of any technical errors. Please be aware that you must inform the Paxman Hub if this does occur, you can contact them on 844-572-9626

I’m currently using a cap, but not for Paxman. My HCP doesn’t have a machine in the office. Can I switch to the Paxman cap?

Paxman HQ are in the best position to look into this for you as a possibility. Please contact patient@paxmanusa.com with the details of your inquiry.

There’s an issue with the cooling system. Could you please help?

If there is an issue with the Paxman Scalp Cooling System that you are using, please ask a member of your clinical team to get in touch with us on +44(0)1484349444 or send an email to complaints@paxmanscalpcooling.com

Is scalp cooling painful?

Everyone is different in their tolerance to the cold. Scalp cooling should not be painful, but some people do find it unpleasant or uncomfortable. Patients report that the first 10-15 minutes are the most uncomfortable. After this the scalp acclimatizes and will generally feel numb rather than uncomfortable. This is due to the scalp being rapidly brought down in temperature from circa 98.6°F (37°C) to 64°- 72°F (18 – 22°C). Less than 3% of people discontinue use of scalp cooling because they find it intolerable.