Frequently Asked Questions

Need help navigating our website? Watch our informational videos to learn more about using different features on shop.STERIS.com.

My Account

How do I create an online account?

If you have a STERIS account number you can create an online account by selecting the Registration link on any page. A STERIS online account is required to purchase some STERIS products. If you don't know your STERIS account number or would like to create an account with STERIS, Contact Us.

How do I register additional account numbers under my username?

Up to five (5) account numbers can be associated with your username during online registration. To add an additional account number, Contact Us.

What if I forget my password(s)?

To reset your password, click the "Forgot Password" link on the sign in form and follow the steps to reset your password.

How do I change my password?

To change your password, click the "Change Password" link on the Personal Profile page in My Account.

How do I navigate to the Canadian storefront?

The Canadian storefront can be accessed using the dropdown menu in the top-right corner of the website. The storefront menu will be defaulted to "US." Click on the dropdown and select "CAN" for the Canadian storefront.

What are your website policies?

We are committed to providing the very best service and we will respect and protect your privacy. For full details on our website Terms and our Privacy Policy, please visit these links: Terms of Use, Terms of Sale and Privacy Policy.

Why am I not seeing my contract price?

Contract pricing will display in the shopping cart for users who are logged into their online account.

What if I'm not seeing my Order History?

Order history will display 24 hours after an order is placed. Your online account will only show 12 months of order history.

Payment Methods

What methods of payment does STERIS accept for online orders?

You can purchase by credit card (MasterCard, VISA, or American Express (American Express for US orders only)) or with your company Purchase Order if you're signed in under your STERIS account number.

How do I edit or change my credit card?

You can save one credit card on your account. You can save a new card or edit your current credit card in the Saved Credit Card section of My Account.

Placing Orders and Order Status

How do I use the Requisition List feature?

If you purchase specific items regularly, consider creating a Requisition List. You can save a list to the site and then refer to it each time you need to place an order. You can create multiple lists, and name them anything you choose for easy reference. This feature is in the Saved Lists section of My Account.

Can I cancel an order after it has been submitted?

You can cancel an order if it has not yet been processed by contacting a STERIS Customer Service Representative at 1-800-548-4873 or 440-354-2600.

Can I add items to an existing order?

No, you may not add additional items or change the quantity of items in a submitted order. If you would like to add items, please place a new order.

How will my order be confirmed?

STERIS will send an email confirming we have received your order once it's been placed. We will also send an email when your order has shipped. Please provide an accurate email address so you receive these important messages about your order.

When will I receive my order?

STERIS generally ships orders within 24 hours for products that are in stock. Depending on your shipping preference, your order should arrive within 7 - 10 business days. For Urgent orders, please call us at 1-800-548-4873 or 440-354-2600 for assistance before ordering.

How can I find out the status of an order?

If you are signed in, use the Order History page in My Account. If you have placed an order as a Guest, use the Order Tracker page to find the status of an order.

What if I have a problem with my order?

For a problem with an online order, contact a STERIS Customer Service representative at 1-800-548-4873 or 440-354-2600.

Can I return a product or an entire order?

If the return is made within 30 days of the order, items may be returned for credit unless flagged as a non-returnable item. The item may be subject to a restocking fee. For information regarding returns, please call us at 1-800-548-4873 or 440-354-2600.

How can I order an item that is not available for purchase online?

If you would like to purchase an item that is not available online, please call Customer Service to place your order at 1-800-548-4873 or 1-440-354-2600.

Does STERIS accept international orders online?

Currently, we are only accepting online orders within the United States, Canada and Puerto Rico. Shipments for online orders will not be made to addresses outside of the United States, Canada or Puerto Rico.

Will my purchase be taxed?

Sales tax will be based upon the Ship-To-Location specified on the order. The applicable sales tax will be included in the order total. If you are tax exempt, contact STERIS Customer Service at 1-800-548-4873 or 1-440-352-2600 to obtain a copy of your certificate on file.

What are my shipping options?

We offer the following shipping methods: Best Way, FedEx 2 Day, FedEx Ground (small package), FedEx Priority Overnight (10:30 AM), FedEx Standard Overnight (PM), UPS Two Day Air (UPBS), UPS Next Day Air (10:30 AM), UPS Ground, FedEx International Priority, FedEx International Economy. Shipping options may vary based on location, time-of-day the order is placed or product(s) included in your order.

Can I use my FedEx account number to pay the shipping charges on my STERIS orders?

Yes, STERIS offers a freight collect option as part of the checkout process. Simply choose your shipping method and then enter your FedEx account number in the field provided.

How do I reserve a lot?

Customers that require their order come from a specific lot can select a lot during checkout. Use the "Reserve Lot" link that appears on each line of your order for lot enabled products. A dropdown will display where you select the lot number for your order.

What happens if a component of my order cannot be calculated during checkout?

Prices of certain items or components of your order may be unavailable due to technical reasons at the time of order submission. If you include these items in your cart at the time of checkout, our standard eCommerce prices will be assigned to the items automatically. Should other components of your order (shipping & handling, tax, etc.) be unavailable at the time of order submission, the applicable charges will be added upon order processing.