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 firstname.lastname@example.org.
I’ve lost my Pay for Use Token. How can I order another one?
Our team will be happy to help, please call 844-572-9629 for assistance or email your inquiry to email@example.com.
I paid for my cap and I haven’t received the shipment yet. What is the status?
Please call the Paxman Hub 844-572-9626 and one of our team will be able to investigate this for you.
How long will the pharmacy take to deliver my cap?
The pharmacy will review your prescription and make contact with you via phone within 48 hours (URGENT Requests received by pharmacy before 1pm/MST will be contacted same day//URGENT Requests received by pharmacy after 1pm will be contacted within 24 hours) of them receiving it. Once the pharmacy is able to make phone contact with you, they will be able to review expected delivery date options. We have typically seen the caps ship either same or next day, however they will be categorized by treatment start date.
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
How can I get a cooling system demonstration?
If you are a representative from a hospital or a cancer center, you can get a system demonstration by submitting your request in writing at HCP@paxmanusa.com and someone from Paxman HQ will be in touch with you very soon. Alternatively, call 855-5PAXMAN (855-572-9626).
I don’t have breast cancer. Can I still use the cap for my chemo treatment?
This is dependent on your cancer type. The Paxman Scalp Cooling System is cleared by the FDA for use with all solid cancer tumors. For patients who don’t meet the FDA recommendation for the Scalp Cooling Cap, we recommend that you consult with you MD. You can access scalp cooling if your physician has written a prescription or has filled out the enrolment form.
Is scalp cooling available for children?
Scalp cooling is not restricted by age. Suitability for scalp cooling is down to the cancer type, specifically whether the cancer is a solid tumor or not. As most paediatric/young children’s cancers are blood related most children would not be able to use scalp cooling. However, scalp cooling has been used occasionally by young patients.
I received treatment today and my token was swiped more than once, I am concerned that I have used more credits then I paid for. Will I be charged more even though I did not use?
Thank you for bringing this to our attention, however you are fine to continue with your treatments as scheduled. All tokens are loaded with a few additional swipes as a backup for instances such as this. If you do have any issues where you receive an error code during a treatment or if your token reads low credit, please contact us on 888-572-9626 and we will issue you a new token.
I have had significant hair loss and don’t wish to continue with scalp cooling. How do I get a refund for the unused cycles?
In the first instance please contact your healthcare provider, the treating physician or nurse will need to complete the refund section of the enrollment form and fax this to the Paxman Hub who will then be able to process your refund.