Arthrex Customer Service — Expert Guide for Clinicians, Purchasing, and Sterile Processing

Overview and Corporate Contact

Arthrex, founded in 1981 and headquartered in Naples, Florida, is a global orthopedics company focused on minimally invasive surgical products and education. For corporate and general inquiries, the company lists its primary address as 1370 Creekside Blvd, Naples, FL 34108 and maintains an active website at https://www.arthrex.com. These channels are the entry point for national account teams, educational requests, and product registration.

From a practical standpoint, customer service is structured around three core functions: order management and logistics, clinical/technical support for the operating room, and instrumentation repair and refurbishment. Understanding which function you need before calling or emailing shortens resolution time considerably; most routine order or warranty questions are resolved within 1–3 business days, whereas technical OR support is triaged immediately and escalated to on-call clinical specialists when required.

Key Contacts, Resources, and Digital Access

Arthrex centralizes support through its website, a customer portal, and regional service centers. The website hosts product manuals, IFUs (instructions for use), and regulatory documentation that many clinicians require for hospital credentialing. In addition to the corporate address above, the main switchboard number for Arthrex headquarters is commonly listed as +1 (239) 643-5553; use this line to route to purchasing, service, or education teams.

• Main website: https://www.arthrex.com — product catalog, IFUs, and regulatory docs.
• Customer portal (for ordering, warranty claims, and case tracking): search “MyArthrex” on arthrex.com to request access through your hospital purchasing administrator.
• Corporate switchboard: +1 (239) 643-5553 — ask for Customer Service, OR Technical Support, or Instrument Repair.
• Education & training scheduling: available through the website Events/Education pages; many programs have fixed course fees (typical wet-lab fees range $250–$1,200 depending on cadaver vs. simulation as of 2024).

Order Management, Pricing, and Logistics

Arthrex customer service handles order entry, chargebacks, and order-tracking for both direct hospital accounts and distributor channels. Typical lead times for stock implants are 1–5 business days for domestic U.S. shipments; expedited same-day or overnight shipping options incur additional fees commonly between $25 and $150, depending on carrier and weight. For elective cases, the recommended practice is to place orders at least 7–10 business days in advance to allow for instrument availability and sterilization cycles.

Price inquiries should be routed through your hospital purchasing or local sales representative. Individual implant prices vary widely: for example, small suture anchors can range from approximately $150–$400 each, while specialty implants (large joint systems, advanced biologic delivery devices) can exceed $2,500–$6,000 per unit depending on configuration and contract discounts. Always reference the current contract pricing and SKU to avoid misbilling; Arthrex customer service can confirm SKU-level pricing during order entry.

Instrumentation Repair, Turnaround, and Costs

Instrument repair is a high-volume customer service line. Typical turnaround for standard instrument repair is 7–14 business days when items are received at the repair depot, while complex repairs or parts-dependent fixes can extend to 3–6 weeks. Arthrex provides loaner sets for scheduled procedures when repair would disrupt case scheduling; loaner policies vary by contract but commonly require a minimum of 72 hours’ notice and may include a per-set loaner fee.

Repair pricing is influenced by severity: basic refurbishment and sharpening often fall in the $75–$250 range; hinge or latch replacements and resterilization may be $200–$600; full rebuilds for complex instrumentation can exceed $800. For hospitals managing turnover, we recommend tracking repair history by instrument barcode or UDI to identify recurring failures and justify replacement vs. repeated repair.

Operating Room (OR) Technical Support and Clinical Education

Arthrex offers real-time OR support via clinical specialists and application engineers who can assist with instrument setup, implant sizing, and troubleshooting during cases. Response metrics for OR support aim for immediate triage; many centers report response within 30–60 minutes for urgent intraoperative calls, though availability can depend on regional staffing and time of day. To expedite support, have the implant SKU, lot number, and a brief description of the issue ready when you call.

In addition to live support, Arthrex runs hands-on surgeon education and scrub-tech programs. These courses emphasize workflow—sterile setup, instrument handling, implant insertion technique—and are critical to reduce OR delays. Participation typically reduces case time variability by measurable amounts; internal hospital audits often report a 10–20% reduction in average case turnover time after targeted training programs are implemented.

Practical OR Response Checklist (use this before calling)

• Document SKU / lot / serial numbers for implants and instruments; photograph abnormal items if feasible.
• Confirm sterilization cycle and indicator status; many issues relate to instrument damage from incorrect sterilization temperatures or ultrasonic cleaning protocols.
• Have patient and case identifiers, scheduled procedure time, and your account number ready to speed triage with Customer Service.
• If immediate replacement needed, request loaner policy confirmation and expected delivery window (typical 24–72 hours for domestic emergency loaners).

Warranty, Regulatory, and Record-Keeping Best Practices

Warranty coverage varies by product type and contract. Implants and certain disposables include manufacturer warranties tied to manufacturing defects; instrumentation warranties may be limited-life or prorated depending on wear. When filing a warranty claim, preserve the product, provide lot/serial information, and follow returned-goods authorization (RGA) instructions to avoid denial. Keep all correspondence and RGA numbers in the patient/device record for regulatory compliance.

From a regulatory perspective, maintain a device log that includes implant lot numbers, surgeon, and date of procedure—this facilitates rapid response in the rare event of a recall. Arthrex publishes field safety notices and recall communications on its website and via email to registered accounts; ensure your hospital’s regulatory or purchasing contact is subscribed to receive these notices to maintain a 24–48 hour internal notification goal.