We are continuing to invest in the systems and processes that support how we serve you. On November 2, 2026, we plan to transition to a modernized system for order processing and invoicing in the United States and Latin America. Building on the successful implementation in Canada, this modernization is designed to improve order processing, billing accuracy, access to timely information, and the consistency of our service.
What this means for you
Overall, we expect your normal ordering experience with Cook to remain largely the same. After the transition, you may notice a few changes:
- Customer-facing documents (including order confirmations, packing slips, shipping notices, and invoices): Some items may have an updated appearance or terminology. Although you may also see a new system-generated customer account number on some documents, but your existing Cook customer number will remain valid. No action is needed regarding your customer number.
- Consignment: Beginning November 2, our existing bill-and-replace process will be managed at the lot-number level in the updated system. Customers using consigned inventory will need to include the lot number of the consumed product on the purchase order before Cook can send the replacement. Our teams will be reaching out to help customers with active consignments prepare for this change.
Please note that pricing, terms of service, contracts, and your Cook contacts are not changing because of this system update.
How we’re supporting you and keeping you informed
We are working carefully to minimize disruption and support you throughout the transition. As plans are finalized, we will keep you informed of any temporary impacts to ordering, shipping, or invoicing so you have the information needed to plan with confidence. For updates, visit cookmedical.com/newsroom/USModernization or our Customer Portal (mycook.cookmedical.com). If you have questions, your local Cook representative and Customer Support team are here to help.
Thank you for your partnership and patience as we make these improvements. We are confident these changes will help us better serve you over the long term.
Frequently Asked Questions
Why is Cook making this change?
Cook is updating the systems and processes that support how we process orders, ship products, and invoice customers. These improvements are intended to help us serve you with stronger, more consistent processes over time.
When is go-live?
Go-live is planned for November 2, 2026.
What is changing for customers?
Cook Medical is updating the systems behind how it processes orders, ships products and invoices customers. The modernization is designed to improve order processing, billing accuracy, access to timely information, and consistency of service.
Will customers need to change how they order?
Cook Medical does not anticipate the need for customers to change their normal ordering patterns. The company expects limited changes to day-to-day ordering processes.
Will shipments be affected?
Cook is planning carefully to minimize shipment impact. During cutover, there may be a short pause or limit on some shipping activity while final system preparation is completed. If we become aware of anything that may affect shipment timing, we will communicate proactively.
Should I place extra orders before go-live?
At this time, we do not anticipate the need for customers to place extra orders or change normal ordering patterns. If guidance changes, we will communicate clearly and in advance.
Will shipping options change?
Shipping methods will be simplified into clearer service levels. Cook will continue to offer standard shipping, and expedited shipping may be available when requested.
What is changing with ship dates?
Estimated Ship Date will be replaced by Scheduled Ship Date. This date is calculated by the updated system using order timing, requested delivery date, product availability, and lead times. Customers may also see estimated arrival information based on the shipping service level selected.
Will any documents I receive look different?
Yes. Many documents will have an updated visual appearance, like order confirmations, pack slips, and invoices. These materials will have an updated look after go-live, and customers may notice changes to formatting or terminology. Key pieces of information will still be included. Please note that during cutover, invoice creation may pause while shipping activity is paused; however, customers should continue to submit any payments that are due during that time.
How is Cook Medical preparing for the transition?
Cook Medical has been preparing carefully for this transition, including end-to-end testing, training and support plans to help customers before, during and after go-live.
Who should I contact with questions?
Customers can contact their local Cook representative or Customer Support with questions. Cook Medical will share necessary updates clearly and in advance so customers have the information they need to continue working with confidence.
Resources
- Changing to bill-and-replace consignment: An overview of what is changing and what you will notice, for consignment customers
- Consignment instructions: A step-by-step guide to reporting lot numbers, for consignment customers
- Document comparison: A visual guide to documents you receive from Cook and how they may appear different after go-live
About Cook Medical
Since 1963, Cook Medical has worked closely with physicians to develop technologies that eliminate the need for open surgery. Today we invent, manufacture and deliver a unique portfolio of medical devices to the healthcare systems of the world. Serving patients is a privilege, and we demand the highest standards of quality, ethics and service. We have remained family-owned so that we have the freedom to focus on what we care about: patients, our employees and our communities. Find out more at cookmedical.com, and for the latest news, follow us on X, Facebook and LinkedIn.