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Ordering & Returns


New customer accounts

Create a Cook Medical account

New to Cook? Create a customer account by filling out our  New Account Request form. Save the completed form and email it to our Customer Support team. A Customer Support representative will contact you with your new account details.

Once you have created a customer account, you can order by one of our e-commerce options, by phone, by fax, or by emailing our Customer Support team.

E-Commerce

Set up online ordering

Create an account for online ordering by filling out our Online Ordering Account Request form. Save the completed form and email it to our Customer Support team. A Customer Support representative will contact you with your online ordering account details.

Once you have an account, you can place an order any time!

Ordering for existing online customers

For customers with an existing account, place your order here 24 hours a day.

Ordering with E-commerce and Electronic Data Interchange (EDI)

If you want to find out more about EDI or set up an account this way, we’ll take you through the steps to begin the EDI setup process.

Order return process

Start the return process

If you need to return a product, you can start the process by filling out our Request for Return form. Save the completed form and email it to our Return Goods team. A Customer Support representative will contact you with a return goods authorization to include with your product return.

Returned goods policy

We’ll accept a return of any stock item within 90 days of the original invoice date. We will not accept a return of a nonstock item. You must have a return goods authorization (see “Start the return process” section above) before you return any items. Requests for product returns must include the reason for the return, the reference part number or global part number, the quantity, the lot number, and the invoice number.

All returned products must be received in their original, unopened packages and be undamaged and packed appropriately for shipping. Items must be in saleable condition and suitable for restocking.

Follow these guidelines when you prepare your return:

  1. Include the original order invoice or packing slip, or a facsimile of either one.
  2. Write the return authorization number on the outside of the package.
  3. Ship your return to the appropriate Cook location and address it to the attention of Return Goods.

Returned items may be subject to a reprocessing charge that varies by location. We’ll give full credit for any item that has to be returned because of a processing error by Cook.

If you have any questions, please contact our Return Goods Team.

Shipping information

Delivery information and fees

North America
Default shipping for all orders in stock is two business days and is included in the cost of the product. Nonstock items will take longer to ship. If you need less than two-day delivery for stock items, we can arrange it for an additional fee. Please contact your local Customer Support office for those rates. You can find out more about our terms of shipping.

Latin and South America
Please consult your local Cook Medical representative or distributor.

Europe
Stock items usually ship on the day that we confirm your order. Nonstock items will take longer to ship. Contact Customer Support for standard delivery terms. If you need express delivery for stock items, we can arrange it for an additional fee. For European shipping terms, please contact your local Customer Support office.

Australia
Stock items usually ship within 48 hours. Nonstock items will take longer to ship. There are no shipping charges for orders of $500 (AUD) or more. A $30+ Goods and Services Tax charge will apply to orders less than $500. If you need urgent delivery for stock items, contact Customer Support by phone and we will arrange it for an additional fee. Terms are net 30 days from the end of the invoice month. For full terms, please contact Customer Support at custserv@cookaust.com.au.

Asia Pacific
Please consult your local Cook Medical representative or distributor.

Standing Order Shipments (SOS)

For products that you purchase regularly, the standing order shipments (SOS) program can simplify ordering and shipping. The program applies to products that you order routinely in predictable quantities as well as to nonstock products that you order on a regular basis.

We can schedule your order to ship monthly or at another regular, agreed-upon interval to ensure that you receive your order routinely and at the right time. If you are ever overstocked and don’t need your next SOS delivery, simply call 30 days before your next scheduled ship date and request that we hold the order until the following ship date.

If you are a customer of the SOS program, we hold your pricing firm for a 12-month period, which protects you from price increases. The SOS program is not a contract; if you want to end your participation in the program, simply give us notice 30 days before your next scheduled shipment.

If you would like to know more about our standing order shipments program, or if you are interested in placing an SOS order, please contact our Customer Support team.

Definitions

Product Numbers

Every product has both a reference part number (RPN) and a 6-character order number. Both of these numbers appear on our product datasheets, website product pages, and in our catalogs. You can use either of these numbers when you place an order. If you have the product’s RPN but your ordering system uses six-character order numbers, you can use our Product Number Converter to get the correct number.

Use Product Number Converter »

You may also place orders using a GTIN (Global Trade Item Number). GTINs are unique, global product-identification numbers usually barcoded on product packaging. They identify the manufacturer, the product, and the unit of measure. Cook Medical uses 14-digit GTINs. You may access more information about GTINs and GS1 standards here.

Nonstock Items

In addition to the stock items in our catalog, Cook Medical manufactures nonstock items. Nonstock items may require a nominal price increase and a minimum order of five of the items to cover order-processing expenses. Please be aware that we will not accept a return of a nonstock item.

International Distribution

Cook sells directly and through selected distributors to hospitals and physicians around the world. To find contact information for your country/region, select from the pull-down menu below.