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Frequently asked questions

On this page

General site experience

Account management

Products

Orders

Shipping

Capital equipment and services

Invoices and payments

General

Purchasing through our eCommerce site offers convenience and efficiency. You can place and track orders anytime, check pricing, view inventory status, pay invoices, manage order history, and access product resources.

Yes. The eCommerce website is secure with an SSL (Secure Sockets Layer) certificate, meaning the information you input is encrypted and not accessible to third parties.

To create an account and begin placing orders, you’ll need your account number and email address. New customers can easily register by visiting our homepage and clicking ‘Register.’ Submit a registration form and you will receive a confirmation email. Once you set up your password, you’re ready to start ordering.

No. However, you can place orders on our website 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

You can retrieve your password by clicking the "Forgot your password?" link on the Sign in page.

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 different delivery address in your address book. If you need to add a new delivery address, 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 sales representative.

  • 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

We apologize for the inconvenience. Please reach out to your Sales representative for a resolution. They will coordinate with our internal teams to identify and help resolve the issue causing the credit block.

Products

Most of the products on our website are available for purchase. However, some product, including those requiring specialized training or capital equipment, are not sold directly online. While capital equipment is unavailable for online purchase, single-used devices (SUDs) compatible with capital equipment are available. If you cannot find the product you’re looking for, please contact your sales representative for assistance.

You can see real-time product availability on our site, with status indicators such as "In stock," "Low stock," and "Fulfillment delay." Products marked "Fulfillment delay" can still be ordered, and you can check the estimated delivery date on your order history details page or contact your sales representative for further information.

Yes. You can opt in to receive "Back in stock" email notifications for products marked as "Fulfillment delay." To enable this, log in to your account and visit the detailed product page. Click on the "Notify me upon availability" link, and you’ll automatically receive an email when the selected product becomes available.

You can find key information, including specifications, pricing, availability, photos, and instructions for use, on the detailed product page. Please note that you must be logged in to view pricing and availability.

To access IFU, go to the detailed product page and click the "Indications, Safety, and Warnings" link. You can also find IFUs in our product literature library.

Our site features a robust search engine to help quickly find the products you need. Simply type your query into the search field, and you can search by SKU, product name, or category.

We are actively scaling our eCommerce platform to include other divisions of the Boston Scientific portfolio. While we acknowledge the absence of all our products may create a split purchasing process for your team, please know that we are committed to enhancing the platform to provide a more seamless and comprehensive buying experience in the future.

Orders

Using the Boston Scientific eCommerce website is quick and convenient. Simply browse or search for the products you need, add them to your cart, and complete the checkout process. This streamlined approach allows you to order at your convenience, view real-time product availability, and track your purchase history – all in one place.

Yes. From the Order history details page, you can click "Reorder" to add the same items and quantities from a previous order directly to your cart. Once the items are in your cart, you can easily adjust quantities or make changes before checking out. Please note that reorder functionality is only available for orders placed through the eCommerce site.

Currently, our site does not support automatic recurring orders. However, you can view your Order history to reference past orders for quick reordering. While recurring order changes are not yet available, we encourage you to take advantage of the Favorites list to save frequently purchased items and streamline the ordering process. We are actively exploring recurring order functionality as part of future enhancements to our platform.

At checkout, you can choose between two payment options.

  • 1. Credit card – enter your card details to complete the transaction

  • 2. Account payable – this option allows you to place an order and be billed later via an invoice. No payment is processed during checkout for account payable orders

  • Both payment options require a purchase order (PO) number.

Invoices can be paid using the "Pay my bill" link, which is available in the top header navigation or under the My account section. For more details, refer to the "Invoices and payments" section below.

A Purchase order (PO) number is a reference used by to your accounts payable or ordering team to track and manage orders. At checkout, you can enter an actual PO number or any identifier that helps you recognize the order for your internal process.

You will receive a detailed email confirmation once order is received. Additionally, you can view your order details by navigating to My account and selecting Order history. Order history is available for up to 90 days.

If you need to cancel or change your order, please notify us as soon as possible. Once an order has begun processing, changes cannot be made. You will need to initiate a return if you wish to cancel or exchange items. To cancel or begin a return, please contact customerservice@bostonscientific.com.

At this time, we are unable to process sample orders through our eCommerce platform. For product trials, please reach out to your sales representative.

For most products, expedited shipping is available at checkout. To ensure same-day shipping, please place your order before cutoff times: 7 pm EST (Eastern Standard Time) and 4 pm EST for select Infection Prevention items.

To access packing slips, go to Order history under My account. Select the order you want to view, expand the shipment accordion, and click the "Packing slip" link.

Shipping

Make sure you’re logged in to your account. Navigate to My account and select Order history. Choose the order you want to track. In the order details, expand the shipment section to find the Track shipment (#) button. A pop-up with tracking information will appear. Simply click on the Track shipment button on the modal to track your order. Please note that there may be multiple tracking numbers for some shipments. You can view shipping details and tracking numbers for up to 90 days of order history.

If you haven’t received your order, there may be a delay or backorder issue. You can check your order status and estimated delivery date through your order history page under My account. If you have any concerns, please reach out to customer service for further assistance.

Shipping costs vary based on delivery location and order size. The final shipping cost will be calculated after your order is placed and will appear on your invoice. For more information about shipping cost, please refer to our Shipping and return policy page.

Shipping time varies based on the shipping method and destination. The estimated delivery time will be provided after your order is processed. For more details, please refer to our Shipping and return policy policy page.

We sincerely apologize if your product arrived damaged. Please contact our Customer Care team at: customerservice@bostonscientific.com, and we will work with you to resolve the issue as quickly as possible.

Capital equipment and services

We offer a comprehensive suite of services for capital equipment on our eCommerce site.

  • Product catalog: while capital equipment is available for browsing – allowing you to check inventory, technical specifications, and more – online purchasing is not available. For more details on ordering capital equipment, please refer to "How to order and receive capital equipment" question below.

  • Capital equipment portal: for managing your owned capital equipment, we provide a dedicated portal where you can view service history, contract details, maintenance status, and more, all in one place. Please note that our My capital equipment portal currently supports Urology-related capital equipment. We are actively working to expand this feature to include additional specialties in the near future. For more information on accessing and using the portal, please contact your sales representative.

  • Training: we offer training options to help your team operate the equipment effectively.

  • ExpertCare service packages: protect your investment and ensure ongoing support.

  • You have options to get in touch with our team of technical experts for support:

  • Submit a request online
    Call 1-800-949-6708 and follow the prompts for your product
    Email CETechSupportUSA@bsci.com

You can submit a service inquiry directly through our eCommerce site or My capital equipment portal. To submit a request:

  • 1. Navigate to the Urology section on the main navigation menu. Select Capital equipment services menu item, then select Service request menu item.

  • 2. On your My capital equipment portal, you can submit a service request by clicking the "Service request" button next to each capital equipment item listed in your account.

Requesting service support by phone:

  • To ensure efficient service support, please have the following information ready

    • Serial number of the product

    • Detailed description of the issue you are experiencing (including any error codes, if applicable)

    • Your contact information (email and phone number)

If your capital equipment is not covered by a ExpertCare service contract, we will provide a quote. A purchase order or credit card will be required before scheduling the service visit.

Yes. A new noise can indicate a device may require service.

To access service records, visit our My equipment portal. Select the product from the list to view its details, then click the "Service history" tab in the Equipment section.

Products can be purchased for cash or through financing options. Contact your Boston Scientific sales representative or inquire by submitting an inquiry form to discuss the best capital acquisition method for your organization

To order Boston Scientific capital equipment, contact your sales representative. They will guide you through the purchase order process, facilities readiness, equipment delivery, and installation. You can also track your order, by visiting the Order history page on our site.

To access maintenance updates, visit our My equipment portal and check the "Service status" column for the latest information.

ExpertCare is a service program that helps maintain and support your capital equipment. It offers prevention maintenance, technical support, and priority service to ensure your equipment stays in top condition. ExpertCare helps protect your investment and minimize downtime. To learn more or enroll, visit the ExpertCare service offerings page on our eCommerce site or contact your sales representative.

Invoices and payments

To access your invoices, go to Order history under My account. Select the order you want to view, expand the shipment accordion, and click the "View invoice" button.

You can pay your open invoices navigate to the Pay my bill link in the upper-right corner of the header. A new tab will open for the Online Billing login. If you're a first-time user, click Sign Up Now and use the Enrollment Token from a physical invoice to register. Please note that the Enrollment Token is not visible on eCommerce site invoices. Once registered, you can view and pay all your open invoices through your online billing account.

Please note that the Pay my bill feature may not be available for all users. For more information, contact your sales representative.

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On this page

General site experience

Account management

Products

Orders

Shipping

Capital equipment and services

Invoices and payments