Customer support

eShop billing and ordering support

ORDER METHODS

Online Store

Do you like to browse the internet and do your shopping online? View our full catalogue of supplies and accessories online 24 hours a day.

When placing an order through our Store, you can:

  • Update your personal contact information
  • Create alternate shipping addresses
  • Check the status of a pending order*
  • Look up tracking information*
  • Start your next order via ‘Order History’ for quick and easy checkout

Note
You must have an online Medtronic account set up by your hospital to place a funded (reimbursed) order. If you have registered already for the Minimed Care program, the same username and password will work for the Store.

*Order history displayed on the store will begin from the day your account is created.

Talking to a Representative

Would you prefer a personal one on one conversation about your supply needs? Our Customer Service Team is here for you at +44 (0)1923 205 167 option 1 Monday through Friday from 8:30 am – 5:30 pm GMT. Give us a call!

Order from order history

Do you want to repeat a previous order?

  1. Visit ‘View Order History’
  2. Select the previous order you wish to re-order
  3. Click on “re-order” on the right  (underneath the ‘order amount’)
  4. All products of the previous order will be copied to your shopping basket
  5. You can modify the shopping cart and change the order quantity, delete a product and/or add different products as appropriate.
  6. Proceed to check out !

Re-order reminder service

Would you like us to remind you of your next order? Sign up for the reminder service on the order confirmation after you have completed an order!

How can I sign up?

  1. Tick in the box to sign in for the order reminder service
  2. Select the date* you would like to receive the reminder e-mail from the calendar menu

*We recommend that you place your next order when you’ve opened your last box of supplies. Example: if you’ve ordered up 3 months of supplies, we recommend you to place your next order after two months.

Note
Please tell us after each order if you would like to receive this reminder; it’s not possible to subscribe to a periodic automatic re-order service.

How does it work? Next steps?

  1. On the date you have indicated you will receive an e-mail from Medtronic.
  2. The e-mail will have a link, after having logged in with your username & password, you will be instantly taken to your draft shopping basket.
  3. The shopping basket will be filled with the items you purchased last time, in exactly the same quantities.  
  4. You can modify the shopping cart and change the order quantity, delete a product and/or add different products as appropriate.
  5. Proceed to check out!
  6. Don’t forget to sign up and provide the date for your next order reminder!

REIMBURSEMENT

Can I order funded products?

A funding approval form is required from your healthcare provider prior to ordering. Funded supplies can then be ordered directly from us. The following products will require an approval:

Insulin Pump Supplies

  • Infusion Sets
  • Pump reservoir, syringes/cartridges
  • Related Supplies (IV Preps & Adhesives, tape, pump batteries)

Continuous Glucose Monitoring*

  • Continuous Glucose Monitoring Starter Kit
  • Sensors
  • Transmitters
  • Related Supplies (IV Preps, tape, pump batteries)

*Please be aware, if you would like to self-fund Continuous Glucose Monitoring, confirmation from your health care provider agreeing to support your care is still needed.  Please contact your Hospital to discuss before ordering goods.

If you are looking for a product but you cannot find it our online product catalogue, please contact us and we will be happy to discuss your requirements.

How long does it take to set up an account?

If you are a new customer, our turnaround time to set up your account is 2-3 business days from the moment we have received the funding account registration form from your healthcare provider.
Do you have questions regarding your funded account? Call us at +44 (0)1923 202 564 Monday through Friday from 8:30 AM – 5:00 PM  GMT.
 

Changing doctor / Change in your prescription?

If you change doctors or your prescription changes, please let us know so we can update your records. Call +44 (0)1923 202 531 Monday through Friday from 8:30 am – 5:30 pm  GMT.

ORDER PROCESSING

Processing Time

Please allow up to 3 days for your supply orders to be processed. During this time we will verify your funding to ensure proper billing before your order is shipped.

Shipping

All online orders will be shipped free of charge with TNT 2 Day delivery. In case of emergency, please call +44 (0)1923 205 167 and select option 1 Monday through Friday from 8:30 am – 5:30 pm GMT to speak to a Customer Service Representative about your options.

Locating Order Status

Check the status of your order 24 hours a day by signing in to your personal account on the Store. Once you have signed in, click on the Order History tab. If you have recent orders placed you will see a table with all of the important information. To locate your status, view the Order Status which will list a brief description.

Status explained:

Order Status Explanation
Order Submitted* Your online order is completed and has been submitted to Medtronic
Order Received Medtronic has received your order and are reviewing your medical documents
In Progress Medtronic is working to fulfill your order
Shipped* Your order has left our warehouse and is on its way to you via our selected partner

* This order status will trigger an e-mail confirmation to the e-mail address used for the order placement.

The moment we hand over your order to our transportation partner, you will receive an e-mail containing the order status. You can look up the expected delivery date and see delivery status by clicking on the URL link in the confirmation e-mail. The link brings you instantly to the website of our transportation partner, and will show the delivery status of your specific order.

Back order information

Unfortunately we do our utmost in providing our products to you, however sometimes it does happen we run out of stock. If you have placed an order with multiple products of which a subset is not available, we will supply you with the items that are in stock. The delivery note that is included in the shipment box will contain a message that other items are on back order.

You can find the message here:
 

ordering and billing

ordering and billing

INVOICING

When to Expect a Bill?

If you purchased any products or accessories with us and paid them by credit card, you will receive an invoice for these items via regular post 1-2 business days after your order has been shipped. Our payment period is 30 days. Medtronic’s terms & conditions of purchase are listed in the footer section of this website.

If you purchased funded items, you will not receive an invoice as we will submit straight with the NHS.

For questions about your invoice, please give us a call at +44 (0)1923 205 167  and select option 1.

RETURNS & EXCHANGES

Return Policy

There may come a time you will want to return a device or product that does not meet your needs. When attempting to make a return, it is important to keep in mind that:

  • Product should be unopened
  • Product should be undamaged
  • Shipped to you within the last 30 days
     

Return Process

General Return Guidelines

If your product meets the guidelines of our general return policy:

  1. Call the Customer Service team to discuss your return at +44 (0)1923 205 167  and select option 1
  2. Have product information ready (for example, a lot number or serial number)
  3. Once your request is approved, we will send you a prepaid shipping label
  4. A credit will be issued to your account and reflected in your next billing statement (in case of a private purchase)

Exchange Policy

From time to time you may want to exchange a product or device that is not right for you, and we are happy to work with you to make this happen. When attempting to make an exchange, it is important to keep in mind that:

  • Products will be exchanged for the same type (for example, infusion sets for infusion sets)
  • Product needs be unopened
  • Product should be undamaged
  • Shipped to you within the last 30 days

Find Your Product Lot Number

When you call us to return or exchange a box or package of a type of product, we will ask you for the lot number that identifies your specific product. Don't know where to find your lot number?

A lot number is located:

  • On the side of a package or box label that lists specific product details
  • Underneath the line that says "REF"
  • Next to the word "LOT"

Here is an example of an infusion set box:

infusion set box

Is your question not answered?
Please visit the other sections in the help & support menu of this website, or leave a message via contact us so we can address your request!
 

The content and all information provided on this website is for your informational use only and is not intended to be a substitute for professional medical advice, diagnosis or treatment in any manner. The patient stories provided are experiences specific to a particular patient. Responses to a treatment may vary from patient to patient. Always talk with your physician about diagnosis and treatment information and ensure that you understand and carefully follow that information.

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