15 Oct 2026 Process Change: Cooler Returns

McKesson has transitioned EcoFlex cooler returns from manual to auto-pickup, effective October 12, 2026. Learn more:

The cooler return process will now be standard across all participating vaccine provider offices, significantly streamlining returns by removing the need to schedule pickups manually. Please keep in mind that this update to the cooler return process does not impact the spoiled/expired vaccine process, which remains the same.

How the Process Works

• Automatic Pickup Scheduling: UPS will automatically schedule a pickup for empty EcoFlex coolers within 1–2 business days after delivery. Calling or initiating a manual pickup request online is no longer required.
• Standard Return Labels Included: Coolers will continue to arrive with standard return shipping labels inside the box. These labels can be used to send coolers back through standard shipping channels if staff prefer not to wait for the scheduled UPS auto-pickup.

Key Operational Details

• Vaccine Product Removal: Ensure that all vaccine products have been thoroughly unpacked and transferred to appropriate storage prior to returning the cooler. In addition, temperature monitors should be removed and disposed of as per standard practice.
• Exceptions: All locations currently eligible for cooler returns via the UPS label will be part of the auto pickup process. Locations where the UPS label process is not currently available and an alternate process is in place will continue to follow their current cooler return procedures.
• Pickup Reattempts: If UPS is unable to complete the initial pickup, up to three automatic reattempts will be made. 
• Missed Pickups & Escalations: If the cooler has not been collected after three reattempts, please contact McKesson Customer Service directly for support or return the shipper using the UPS label included.

The flyers that will be included in the shipments are shown below.

Thank you for your ongoing partnership as we work to make the cooler return process as seamless and flexible as possible. If you have any questions or require assistance, please contact McKesson Customer Service:

• Phone: 1-877-822-7746 (Monday – Friday, 8:00 a.m. – 8:00 p.m. ET)
• Email: cdccustomerservice@mckesson.com