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Frequently asked questions


Why should I buy online?

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.

Is the website secure?

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.

How do I get started?

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.

Is there a mobile app to make purchases?

No, however, you can submit orders on our web page using your mobile device.

How can I report a bug or share site feedback?

We welcome your feedback on our platform and would encourage you to send your thoughts to our team by visiting customer support page.

Where can I access your Privacy Policy and Terms and Conditions?

To review our policies, please visit our Privacy Policy and Terms and Conditions pages.

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Managing Your Account

How do I create an 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.

How can I retrieve my password?

You can retrieve your password by clicking “Forgot your password?” Instructions to retrieve your password will be sent to the email entered.

How do I change account details or email address?

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.

Can I change the delivery address?

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.”

Can I assign different user roles?

We offer four different user roles for your account. For more detailed information about these roles and their privileges, please contact your territory manager.

  • Account Administrator

    • Full access to the eCommerce site

    • Full access to pricing, order history, and invoices

    • Can place orders and track orders

    • Can modify user roles of other registered users via the ‘My company - Users’ tab

  • Contract Buyer

    • Access to products covered by contracts with Boston Scientific

    • Access to pricing, order history, and invoices

    • Can place orders and track orders

  • Contract Viewer

    • Access to all product information on the eCommerce site

    • Access to pricing, order history, order tracking, and invoices

    • Cannot place orders

  • View Only

    • Limited access to the eCommerce site

    • Access to product information and order history

    • Cannot view pricing, place orders, track orders, and view invoices

I’m receiving an error message that I cannot place an order because of a Credit Block, what should I do?

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.

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Are all products available for sale?

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.

Are all products in stock and ready to ship?

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.

Is there a way to be notified when products are Back in Stock?

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.

Is detailed product information available on the website?

Yes, you can see product information and specifications. Other useful information is available for download from the product page.

Can I search by product number, name, and category?

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.

I buy other Boston Scientific Products for different service lines; why aren’t they available on the site?

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.

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How do I place an order?

From the Boston Scientific eCommerce website, find the products you need, add them to your cart, and follow the checkout process.

Can I reorder products?

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.

Can I create automatic, reoccurring orders?

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.

What forms of payment can I use?

You can choose between paying by credit card or being invoiced.

What if I do not know my Purchase Order Number?

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.

Will I receive confirmation of my 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.

How do I cancel an order?

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.

My Account operates on a Month End Billing or Price Per Procedure Policy, can I use eCommerce?

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.

Can I order a sample product through eCommerce?

We are unable to accommodate sample orders through eCommerce. Please work directly with your Territory Manager for product trials.

I need an order urgently for an upcoming case, can I expedite shipping through eCommerce?

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.

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How can I track my order?

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.

Will I be notified of a backorder or delay?

Customers will not be notified of a backorder. For products on backorder, please contact your territory manager for an estimated delivery timeframe.

How much does shipping cost?

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.

How long will shipping take?

Shipping time varies and will be specified on your order confirmation.

What if my order arrives damaged?

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.

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Invoices and payments

How can I pay for my order?

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.

How can I pay my open invoices?

You can pay your open invoices through the Online Billing (BillTrust) 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.

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