Customer Service Questions
Technical Service Questions
Is CooperSurgical a public company?
CooperSurgical is a wholly-owned subsidiary of “The Cooper Companies,” which is traded on the New York Stock Exchange, symbol COO. To find out more about our parent company, please visit www.coopercos.com.
How long has CooperSurgical been in business?
CooperSurgical was founded in 1990 with the acquisition of Frigitronics. Please visit Our History in the About Us section for detailed information on the growth of CooperSurgical.
What are CooperSurgical’s revenues?
In fiscal 2007, CooperSurgical’s revenues exceeded $155M. Revenue has grown at a compounded rate of 16% with double-digit operating margins.
How do I apply for a job at CooperSurgical?
Please go to the Careers section of this website to view available opportunities. There are 2 ways to apply. Either use the on-line application and mail it into the the Human Resources Manager at CooperSurgical, 95 Corporate Drive, Trumbull, CT, 06611 with your support information; or post your resume for consideration.
Who do I contact regarding International Distribution?
Please contact Internation Sales Support at 203-601-9818.
How do I get permission to use one of your product photos?
Please submit your request to our Marketing Communications Coordinator. Include details on the pictures you would like to use and if you will need high resolution art. Also indicate for what purpose you are seeking the release for use (e.g. if for publication, which journal and the publication details).
Customer Service Questions
How do I become a US domestic customer?
Call Customer Service at 800-243-2974 or 203-601-5200 to request an Account Authorization form, or you may download the form by clicking here. Our Customer Service Representatives can assist you in submitting the form for approval. (Be sure to provide the Customer Service Representative with your Medical License #, as this will expedite the approval process.) Upon approval, our Customer Service Representative will contact you to provide you with your new account number, and you can begin placing orders immediately.
How do I order products?
Please call our Customer Service Department at 800-243-2974 or 203-601-5200 to place an order.
Returned Goods Policy
1. Goods will be accepted for return for the following reasons:
2. To return goods, you must contact a Customer Service Representative by telephone (1-800-243-2974 or 1-203- 601-5200) for a Returned Goods Authorization (RGA) number. Items will not be accepted without an RGA number.
Please have the following information:
All used instruments must be cleaned and sterilized prior to shipment
3. Shipment must be sent prepaid by Customer. Freight collect shipments will not be accepted, and goods will be returned to sender.
4. If Customer intends to return equipment ordered in error, the following restocking charges and terms will apply:
How do I return an item?
1. Goods will be accepted for return for the following reasons:a. If shipment was made without customer’s authorization on orderb. If incorrect items were shippedc. If defective items were shippedd. If defective goods are covered by the standard warranty
2. To return goods, you must contact a Customer Service Representative by telephone 800-243-2974, or 203-601-5200 for a Returned Merchandise Authorization (RMA) number. Items will not be accepted for return without this RMA number.
Please have the following information available when you call:a. Reason you wish to return the goodsb. Quantity, description, serial #, lot # of the goodsc. Date order was receivedd. Purchase Order and CooperSurgical Invoice numbere. Used instruments must be cleaned and sterilized prior to shipment
3. Shipment must be sent prepaid by customer. Freight-collect shipments will not be accepted, and goods will be returned to sender.
4. If you intend to return equipment ordered in error, the following restocking charges and terms will apply:a. 25 percent within 60 days from the date of shipmentb. Goods must be returned unused, in the original carton, and in marketable conditionc. Refurbishing and replacement charges will be added to the restocking charges for damaged or missing itemsd. No return after 60 dayse. No refund on sterile, single-use disposable products
5. Send your pre-approved Return Merchandise Authorization (RMA) with the Authorization number printed clearly on the container to the designated address provided by the Customer Service Representative.
My shipment arrived damaged. What can I do to get it replaced?
The best way to handle shipping problems is to refuse the shipment. If you did not see the damage upon receipt, call our Customer Service Department at 800-243-2974 or 203-601-5200 for a Returned Material Authorization (RMA) number.
Are there any shipping discounts?
We do not offer shipping discounts. However, we can accommodate shipping via the carrier of your choice using your account number.
How do I find out if a product contains latex?
Recognizing that latex sensitivity is a health concern, natural latex rubber has been removed wherever possible from our medical devices. You can download our latex content information by clicking here.
How long will my order take to get to me?
Once your order is released for shipment, it will be dispatched from our distribution facility within 24 to 36 hours. Orders ship Standard UPS ground unless otherwise requested. Please refer to the transit map to determine the estimated number of business days it will take for your order to arrive at your location. If you require expedited shipment please consult with your Customer Service Representative at the time you place your order.
View Shipping Dates >>
How do I order CooperSurgical products online?
Orders may be placed online using the CooperSurgical Commerce Connection. If you have not setup an account before, please call our Customer Service team at 1-800-243-297 for assistance. To access please visit: https://ecommerce.coopersurgical.com/ecooper.
I am currently a CooperSurgical customer. How do I setup an account for the CooperSurgical Commerce Connection?
If you are a current CooperSurgical Customer please call 1-800-243-2974 to set up your Commerce Connection account. Once a Commerce Connection account is established for your business, each buyer must call in to establish their own personal login/password information before using the system.
I am not currently a CooperSurgical customer. How do I create CooperSurgical Commerce Connection account?
If you are not a current CooperSurgical Customer please call 1-800-243-2974 for assistance. Our Customer Service personnel will assist you in establishing a business account. Once your account is open they will be able to set up your Commerce Connection.
Who should I call to answer technical questions, solve problems and obtain service for my equipment?
Call one of our knowledgeable Service and Repair technicians at 800-444-8456 between 8:00 am and 6:00 pm EST.
How do I get a replacement technical manual?Call Customer Service at 800-243-2974 or 203-601-5200 to request a replacement manual. Please be sure to have the full equipment name and model number available.
We recently had staff changes. How can I get additional training on my new product?
To obtain additional training, contact your Sales Representative directly to schedule a convenient time, or call Customer Service at 800-243-2974 or 203-601-5200 and they will ask your Representative to contact you.
What if I am not completely satisfied with the product or service?
At CooperSurgical we continuously evaluate our products and services to exceed your expectations. If you are dissatisfied with a product for any reason, please call Customer Service at 800-243-2974. They will assist you in submitting a formal complaint Please provide all information indicated, particularly the best number where you can be reached and the best time of day to call. We will contact you within 2 business days of receipt of your complaint. For emergencies, call Customer Service at 800-243-2974 or 203-601-5200.
How do I get a Sales Representative to visit my office?
Please call our Customer Service department at 800-243-2974 or 203-601-5200. They will provide you with the information you need.
Is financing available?
Yes, arrangements can be made through several finance companies for capital equipment purchases. Your sales representative will be happy to review options with you.
How can I locate my Sales Representative?
Please call one of our Customer Service Representatives at 800-243-2974 or 203-601-5200. They will provide you with the information.
Why do multiple sales representatives call on our office?
Our product lines are diverse and as an OBGYN, you may use them in a variety of settings (office, surgery, neonatal, labor and delivery, or reproductive center). Our sales representatives are trained in specialty areas, so that we can provide you with the best service wherever you may have a need for our products. If you have any questions on which sales representative to call for any given product, please call our Customer Service department at 800-243-2974 or 203-601-5200. They will provide you with the information you need.
International customers should call 203-601-9818, and our Senior Sales Associate will assist you.
The primary goal of CooperSurgical’s Technical Service Department is to maximize customer knowledge and use of the equipment they have purchased and to fully address any concern the first time it is brought to us. The Technical Service department is comprised of 5 technicians fully trained to support all of our products. Our Repair Department is staffed by 7 additional technicians who have expertise in evaluating every functional detail of our equipment and in delivering excellence in service, repair, and customer education. Technical Service and Repair can be reached by calling 1-800-444-8456.
The department’s hours of operation are 8:00 am – 6:00 pm EST.
At CooperSurgical, we strive for the highest level of expertise in knowledge of our products and for a solid understanding of every customer’s business. Our goal is to develop an ongoing relationship with each of our customers that is built on trust, quality, and consistency. We look to provide service that exceeds not only our customers’ expectations, but industry standards as well.
CooperSurgical’s Customer Service department provides full-service order entry. Our skilled customer service representatives provide advice on product selection, competitive comparisons, assistance with order placement, order tracking, and information on promotional opportunities. Customer Service also provides comprehensive support for CooperSurgical Sales Representatives on every transaction. Working together, Customer Service and Sales can develop customized solutions to unique business needs and ensure that each customer receives the focused and expert attention that makes CooperSurgical a partner in their business success.
We now offer online ordering through CooperSurgical's Commerce Connection. Please contact customer service to setup your account. Once established you will be able to place orders, review status and account history. Customer service also has extended hours to help facilitate order placement. Please contact us between 8:00 AM and 8:30 PM, EST, at 800-243-2974 or 203-601-5200. You may also fax orders to 800-262-0105. Our international contact information is listed below.
US Domestic Customers, please complete and submit the Establish an Account Form if you don't currently have an account setup.
Canadian Customers, please complete and submit this version of the New Account Application Form if you don't already have an account setup.
Domestic Accounts ONLY:
Email (Inquiries Only): DomesticCS@coopersurgical.com
Email (Orders Only): firstname.lastname@example.org
International Accounts ONLY:All international accounts should use the contact information below to place orders, check on order status or determine the availablity of specific products in your market.