I’ve forgotten my login details; how can I access them?
If you have forgotten your password, simply click the “forgot your password” link on the login screen to update your password. A new temporary password will be sent to your registered email address. Use the temporary password to login and then create a new password on the Change Password page in your account menu. Please check your junk mail inbox, if you do not receive an email with your temporary password.
I don’t have an account; how can I set one up?
To process orders via the online shop, you will need an active account with AB Orthodontics. If you do not yet have an account with us, you can download our application form on our homepage at ortho.com.au and return to our team for processing via sales@ortho.com.au.
How to Order
How do I place an order on your website?
Visit ortho.com.au and login using your credentials provided. Once you are logged in to the site, select shop and proceed with choosing your items and checking out through the shopping cart facility. To add items to your cart, simply select the item, update quantity required and select the orange shopping cart icon.
Can I see my contract pricing online?
Once you are logged into the site you will see your specific pricing as per the terms of your account.
Can I see my ordering history online?
Yes, all online orders will be visible.
Can I reorder from previous orders?
To view previous orders, navigate to the Previous Orders page in your drop-down account menu (icon is at the top of the page next to the shopping cart). Select any previous order by clicking on the Order ID that you wish to view. Once the order details are visible, simply click Reorder.
Can I favourite items that I regularly use?
Just click the heart icon under the product code of any item that you would like to add to favourites for easy ordering in the future. Once you have clicked the heart icon, you can find all of your favourite items located in your account menu on the Favourites page. From there you can add them to your shopping cart by adjusting the quantity and clicking the orange cart icon.
Can I save my cart?
If you need to come back to your cart at another time, just name your cart, click Save Cart, and come back to it when you are ready.
To restore the saved items into your cart, simply go to your account menu and select Saved Carts. From here, you can restore or delete. Please be mindful that any items that were active in your cart prior to restoring are not duplicates.
When I search for an item, why isn’t it showing?
We have made all attempts to add majority of our range online, however, there may be some items that you are looking for that have not been added yet. Please reach out to our team, if you would like to request a particular item to the site, and we will try to accommodate.
TIP: If you have a partial item code, product name or description, try searching via the Quick Order feature found in your account menu. This will give you a broader range of results.
For example, if you are looking for a size 012 wire, a search of 012 in Quick Order will display all products with an 012 description throughout the site.
What can I order online?
We have made our regularly stocked range of products available online. If there is an item that you are looking for but cannot see it online, please reach out via our contact us form or via 03 9650 2526 (AUS), 0800 442 522 (NZ) or sales@ortho.com.au.
How to Pay
Do I make payment at the time of order?
Depending on the terms of your account:
30-Day and Start Up Practice Accounts: Payment will not be required at the time of your order. The terms of your account will apply. Your invoice details will be posted to your account, and the original invoice will be included with your order. *Please note: The final total of your order, including freight, will be calculated and added once our team has processed your order. Most orders will be charged a standard $17 freight fee, but larger orders may incur a surplus charge. Please don’t hesitate to reach out to our team with any questions at 03 9650 2526(AUS), 0800 442 522 (NZ) or sales@ortho.com.au.
Pay-In-Advance Accounts: If you have elected to pay in advance for your orders, payment will be required through the online payment portal on the website before we can ship your goods. *Please note: The final total of your order, including freight, will be charged to the card number you have provided once our team has processed your order. Most orders will be charged a standard $17 freight fee, but larger orders may incur a surplus charge. Please don’t hesitate to reach out to our team with any questions at 03 9650 2526 (AUS), 0800 442 522 (NZ) or sales@ortho.com.au.
How do I pay my account?
You can now make payments to your invoices via credit card (Visa and Mastercard only) directly through your online account, as your invoices will be posted online. From your account menu, select Invoices.
From here, you can view open (unpaid) and closed (paid) invoices on your account.
To make payment to open invoices, tick the box next to the invoice(s) necessary and click Pay Invoices. From there, you will be prompted to make payment through the secure and encrypted payment portal.
EFT banking details can be located on your monthly statement or on individual order invoices. Alternatively, you can pay your statement as usual by calling our team at 03 9650 2526.
What currency do you list on the website?
We charge in Australian dollars.
What payment methods do you offer?
We accept payment via EFT or by credit card.
What major credit cards do you accept?
We accept Mastercard and Visa.
Delivery
When will my order be shipped?
Orders placed before 12pm are dispatched same day. We use Startrack, a premium courier service, which generally delivers next day to most areas in Australia. Bulky orders may take up to 2-3 days for delivery.
New Zealand orders are sent via FedEx from our Melbourne warehouse twice weekly and will arrive 2-5 days from shipment.
How do I know if my online order has been received?
Once you complete the checkout process online, you will receive a confirmation email showing a summary of your order, total amount (excluding freight), and reference number.
What is your freight charge?
A freight fee of $17 is applicable to all standard orders, however, bulky orders may incur a surplus charge. Please don’t hesitate to reach out to our team with any questions at 03 9650 2526 or sales@ortho.com.au.
Freight is only charged once per order. For instance, if you have received partial shipment due to an item on backorder, you will not be charged freight again once the backordered item is dispatched.
New Zealand orders will receive a second invoice for freight and cartage costs once you receive your order.
About Credits & Return
Can I cancel an order?
If you need to cancel an order, please contact our team at 03 9650 2526 (AUS) or 0800 442 522 (NZ) by 12pm on day of order to speak with our team.
Can I return an item?
We do accept returns providing the goods are not specialty items and are in unused/resalable condition. Please contact our customer service team to begin the process at 03 9650 2526 (AUS), 0800 442 522 (NZ), or sales@ortho.com.au.
For more information, please carefully review our Returns Policy located at the bottom of our home page at ortho.com.au.
