Modernization effort designed to improve order processing, billing accuracy, access to timely information, and consistency of service
BLOOMINGTON, Ind. — Cook Medical announced today that it is continuing to invest in the systems and processes that support how it serves customers in Canada. As part of that effort, the company is updating the systems behind how it processes orders, ships products and invoices customers. This transition begins on September 1, 2026.
The modernization is designed to improve order processing, increase billing accuracy, provide more timely information, and strengthen the consistency of service for customers. Cook Medical has been preparing carefully for the transition, including end-to-end testing, training, and support plans for before, during and after the go-live date.
“This transition reflects our commitment to improving how we serve customers in Canada. We have been preparing carefully and are focused on supporting customers with clear information before, during and after the transition.”
— Ross Harvey, Vice President of Global Supply Chain, Cook Medical
What Customers Can Expect
Cook Medical is working to minimize any impact during the implementation and expects changes to customers’ day-to-day ordering process to be limited. As the go-live date approaches, the company may share updated documentation or important timing details to help customers plan for the transition.
Cook Medical does not anticipate the need for customers to change their normal ordering patterns. If the company becomes aware of an issue that may affect customers, it will communicate proactively and provide clear information in advance whenever possible.
There will be a short transition period (cutover) before go-live. Cutover is currently planned to begin at 12pm EDT on Friday, August 28, 2026, and the new system is planned to be turned on Tuesday, September 1, 2026. During this time, some order-related activities will be limited while our teams complete final checks.
We will continue to accept and ship orders until cutover begins at 12pm EDT August 28, 2026. Orders and customer requests received during cutover will be tracked by Customer Support and processed when operations resume on September 1, 2026.
Changes you may notice after go-live:
- Consignment: For customers using consigned inventory, Cook is moving to a bill-and-replace model. When product is used from consignment inventory, customers will need to provide the lot number for the consumed product through a purchase order. Not including the lot information may result in a delay of the replenishment product. Our teams will work with you through this transition.
- Online ordering: Cook Medical Online Ordering for Canada will be temporarily unavailable beginning September 1, 2026, while we integrate systems. We estimate it will return by 02 November 2026. During this time, customers can continue placing orders by contacting Customer Support by email or phone.
If anything changes that may affect your orders, shipments, invoices, or support experience, we will communicate proactively.
Customers can continue to work with their local Cook representative or Customer Support throughout the transition. Cook Medical has also created a dedicated resource page with updates, key transition highlights, and helpful FAQs.
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 September 1, 2026.
Will there be a transition period before go-live?
Yes. Cook will complete a short transition period, known as cutover, before the updated systems go live. During this time, our teams will complete final preparation work, confirm information, and make sure the right support is ready. Cutover is currently planned to begin at 12pm EDT on Friday, August 28, 2026. The new system is planned to be turned on Tuesday, September 1, 2026, which means there will be no shipments on Monday, August 31, 2026.
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 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.
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.
Will emergency orders be accepted during cutover?
We are confirming the process for urgent/patient critical customer needs during cutover. If an emergency process is available, we will share clear instructions before the cutover period begins.
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 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.
Is there an impact to Canada supply?
Products for Canada customers and field-based employees will move through the Canada distribution center. Most stocked items are not expected to have added lead time. Nonstock items may take longer depending on product availability and supply routes.
Who should I contact with questions?
Please contact your local Cook representative or Customer Support. You can also visit cookmedical.com/CANmodernization for updates and FAQs.
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.
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.
Where can customers get support?
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.
Where can customers find more information?
A dedicated resource page includes updates, key transition highlights and helpful FAQs for customers.
Resources
Cook Medical has created a dedicated resource page with updates, key transition highlights and helpful FAQs for customers. Additional information may be shared as the go-live date approaches.
cookmedical.com/newsroom/CANmodernization
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.