Frequently asked questions
General
Buying online is efficient as it allows you to place and track orders in your own time and gives you ready access to your order history for inventory management and reordering.
Yes. The eCommerce website is secure with an SSL (Secure Sockets Layer) certificate, meaning the information you input is encrypted and not accessible by third parties.
An account number and email address are required to create your login and begin placing orders. For new customers, see the “How do I create an account?” question below.
No, however, you can submit orders on our web page using your mobile device.
We welcome your feedback on our platform and would encourage you to send your thoughts to our team by visiting customer support page.
To review our policies, please visit our Privacy Policy and Terms and Conditions pages.
Managing your account
Go to our homepage and click “Register” to create an account. Enter your information into the form and submit. You will receive an email confirming your request. Then, set up a password and start ordering.
You can retrieve your password by clicking “Forgot your password?” Instructions to retrieve your password will be sent to the email entered.
You can easily change information in your account. Log in and navigate to “My Account,” click on the item you want to update and update information as needed.
Yes. During checkout, you may choose a delivery address. If you need to add a new delivery address, you can navigate to “My Account” then to “Address Book” and click on “Request Address Change.”
We offer four different user roles for your account. For more detailed information about these roles and their privileges, please contact your territory manager.
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Account Administrator
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Full access to the eCommerce site
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Full access to pricing, order history, and invoices
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Can place orders and track orders
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Can modify user roles of other registered users via the ‘My company - Users’ tab
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Contract Buyer
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Access to products covered by contracts with Boston Scientific
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Access to pricing, order history, and invoices
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Can place orders and track orders
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Contract Viewer
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Access to all product information on the eCommerce site
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Access to pricing, order history, order tracking, and invoices
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Cannot place orders
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View Only
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Limited access to the eCommerce site
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Access to product information and order history
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Cannot view pricing, place orders, track orders, and view invoices
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We apologize for the inconvenience. Please reach out to your Territory Manager for resolution. They will work directly with our internal teams to understand the reason for the Credit Block and get it resolved.
Products
Most of the products on our website are available for sale. However, select products are not available for sale directly through the site. We encourage you to reach out to your Territory Manager to procure these indicated products.
You can see real-time product availability status on the site: products will be noted as “In Stock,” “Low Stock” and “On Backorder.” Please note that you can place an order even when a product is On Backorder, but you will need to contact your Territory Manager for estimated shipping dates.
Customers now have the option to opt for “Back in Stock” email notifications for any products showing “On Backorder.” Select the “Notify me upon availability” message on the Product page to be automatically enrolled in an email notification for the selected product.
Yes, you can see product information and specifications. Other useful information is available for download from the product page.
A robust search engine has been integrated into the site to allow you to find the products you want and need. Type what you are looking for into the search field. Search by SKU, product name or category.
We are actively scaling our eCommerce platform to include other divisions of the Boston Scientific portfolio. We acknowledge the absence of all our products may create a split purchasing process for your team. Please know that our plans do include continuing to build out this platform for a comprehensive buying experience.
Orders
From the Boston Scientific eCommerce website, find the products you need, add them to your cart, and follow the checkout process.
Yes. We have made it easy for you to access previous orders, click “Reorder,” and update quantities as needed. Please note that reorder functionality is only available for orders placed through the eCommerce site.
There is no ability to create reoccurring orders today. You can view these reoccurring orders from within your Order History but cannot change any details currently. We are exploring this functionality as a future enhancement of our product. We encourage you to use the Favorites list to quickly reorder your favorite products.
You can choose between paying by credit card or being invoiced.
Purchase Order Number (P.O. No.) is a point of reference to your accounts payable or ordering team. You can populate it with an actual Purchase Order Number (P.O. No.) or anything that helps you identify the order.
Yes. A detailed email confirmation will be sent once the order has been received. You can also review your Order History by navigating to “My Account” and then selecting “Order History.” Up to 90 days of order history is available for review.
If you need to cancel your order, please inform us as soon as possible. Orders that have begun processing cannot be cancelled and will instead need to be returned. To cancel or begin a return, please contact customerservice@bostonscientific.com.
In select circumstances, customers operate on a Month-end Billing or Price Per Procedure Policy. Unfortunately, at this time we cannot accommodate for Month End Billing or Price Per Procedure policies. We are exploring this for future incorporation into our platform.
We are unable to accommodate sample orders through eCommerce. Please work directly with your Territory Manager for product trials.
For most products, you can choose expedited shipping at checkout. Orders will need to be placed by the appropriate cutoff times to ship that day. The cutoff is 7PM EST (Eastern Standard Time) for most products and 4PM EST for some select Infection Prevention products.
Shipping
From your account, ensure you are logged in, navigate to “My Account” and then “Order History” where you can click “Track My Order” to see shipping information and tracking numbers. Order history from the past 90 days will be available for review.
Customers will not be notified of a backorder. For products on backorder, please contact your territory manager for an estimated delivery timeframe.
Shipping costs are dependent on delivery location and order size. An estimate of shipping cost by method is provided when you add items to cart. This is the maximum estimated shipping cost. Final shipping cost will be calculated after placing your order and will be available at invoice.
Shipping time varies and will be specified on your order confirmation.
We are extremely sorry that your product did not arrive as intended. Please reach out to our Customer Care team for resolution: customerservice@bostonscientific.com.
Invoices and payments
During checkout, you can pay by credit card or choose to be invoiced for your order. A Purchase Order Number (PO #) is required for payments by both credit card and invoice.
You can pay your open invoices through the Online Billing application on our eCommerce site. Click the Pay My Bill link in the upper right corner, and a new tab will open for the Online Billing login. If you're a first-time user, click Sign Up Now and provide the Enrollment Token from a physical invoice to register. Note that the Enrollment Token isn't visible on eCommerce site invoices. After registration, you can view and pay all your open invoices through your account.