Frequently Asked Questions

Need help with some questions you may have?

Below we have a list of frequently asked questions to help you find your answers quickly.

Accounts

Q. Do I need an account to purchase from Medi-Dent?

A. Prior to making any purchase with us, it is a requirement to apply for an account.
Whether you are a new or existing customer you will need to apply for or reregister for an online account through the Customer Account Application Form for verification purposes. Once your account is verified we will send you your new credentials to start shopping online with Medi-Dent

Q How do I open an account?

A. To apply for an account simply complete the Customer Account Application Form which is available on our website or by downloading and filling out one of the the below Application forms

PDF – Application Form

Word Doc – Application Form

Alternatively, you can contact our Customer Service Team on 1300 886 674 and request that a PDF version of the Customer Application Form be emailed to you

Once completed, simply submit the form by clicking the Register button at the bottom of the online form or email the completed PDF version to [email protected] for approval.

Once your account has been approved and created, you will be issued via email, an account number and password to use to place future orders with us.

Q. How do I Login to the online shop?

A. To log in, simply click on the Login / Register button located on the top right of our website, enter your username and password.
(If you do not have a username or password, you might not be registered for online shopping yet)

If you already have an account with Medi-Dent:
You will first need to create an online account by filling out Customer Account Application Form located in the Register icon of our website. Our Customer Service Team will confirm with you that your online account has been created and provide you with your new log in and password details to start shopping online with us.

If you are a New Customer:
You will first need to create an online account by filling out Customer Account Application Form on our website. Our customer service team will confirm with you that your online account has been created and will email you the account and login details.

Q. Logging in for the first time?

A. Before you can log onto our site you must have first received an email confirming your account has been created and advising you of your login details and password.

First start by clicking on the Login / Register icon, then enter your username and password, press the Login button and then accept the Medi-Dent Terms and Conditions.

Q. I have forgotten my account number, where can I find the details?

A. You will find your account number on any invoices we send to you. If you are unable to find it, please contact our Customer Service Team on 1300 886 674 or fill out the Contact Us form to send your enquiry to us.

Q. How do I change my password?

A. To change your password, you will first need to login then click on the My Account menu and then click on the Account Details Link . This will take you to the Account Details page, scroll down until you see the Password Change section.

Enter in your current password and your new password. Once you have confirmed your new password, press Save Changes.

Q. How will my information be used?

A. Medi-Dent understands the importance of your privacy as we recognise the right of our customers to keep their personal information private. Please refer to our Privacy Policy for more details.

Browse

Q. How can I search for the product I am looking for?

A. You can search for products in the search toolbar on the website by using key words (brand, product name or product code) or browse our website via the Products section or the Brands links.

If you are unable to find the product you are looking for, it may be that we are uploading it and it is not yet visible on the website or that we do not sell the product or brand that you are searching for. Please contact our friendly Customer Service Team which will be able to assist you with any of your questions.

Q. How do I know if you stock products from a specific brand?

A. Click on our Brands page to check all the brands we currently stock and sell. Alternatively, you can type the brand, product name or product code into the search toolbar located at the top of each page on our website to check.

Q. Is it possible to view and see the products before purchasing?

A. We have a showroom located in Melbourne that showcases our equipment and instruments. If you would like to make an appointment with us for a viewing, please contact us on 1300 886 674 or fill out the Contact Us form and we will get back to you. We are unable to bring any products to customers for viewing prior to purchase.

Q. When can I expect new products to be listed on your website?

A. We are constantly updating our product range as new Brands or products are released. Alternatively, you can always call our Customer Service Team on 1300 886 674 or fill out the Contact Us form and enquire about a specific brand or product and we will do our best to help you.

Q. What is a ‘favourite product’, and how does this function work?

Favourite products are those that you regularly purchase and can save by clicking the ‘Add to Favourites’ icon in the product description area of the product that you view. Once clicked, this product will be added to your favourites list which is in the My Account section of the website. The product list is saved on the site which you can refer to later or move products into your shopping cart to purchase. It is important to mention that favourite products are not reserved from stock until they are moved to the shopping cart.

Q. How can I provide feedback about a product or a service?

A. We love hearing from our customers. If you wish to give feedback on a product, you can easily do it on the product page under review. For any other feedback, you can go the contact icon on the website and fill out the Contact Us form.

Pricing

Q. Are your prices in Australian Dollars (AUD) and do your prices include GST? 

A. Yes, all pricing is in Australian Dollars and all pricing displayed on our website includes GST (Where applicable).

Q. Do you price match if I see the same product advertised on sale elsewhere?

A. We price match only on products and brands which are the same. This does not extend to stock clearances, liquidations or products that are not currently in stock with competitors. Simply provide a current copy of our competitor’s advertised price as verification for us to match a price. Medi-Dent reserves the right to rescind this offer due to the limited availability of inventory or where it is commercially unviable to fulfil the order at any given time. Refer to Price Matching in our Terms & Conditions for further details.

Ordering

Q. How do I place an order?

 A. You can order by phone, email or in person with your territory manager and now, via our online webstore.
Our opening hours are 8.30am – 5.30pm Monday to Friday and our contact details are 1300 886 674 or [email protected]

Q. I need help with my order, who can I contact?

A. You can contact the Medi-Dent Customer Service Team on 1300 886 674, or fill out the Contact Us form and our staff will gladly assist you.

Q. Can I order an item even if it is not in stock?

A. You can order an item that is not in stock, and it will be placed on backorder. Backorders will be advised at the time of ordering and/or are listed on your invoice and will be shipped as soon as they become available. Once a product is placed on backorder it will remain on order until supplied or cancelled, subject to our Orders and Backorders policy. Refer to our Terms & Conditions for further details.

Q. I am having problems ordering/asking for a quotation online

A. Our Customer Service Team is available from 8:30am – 5:30pm Monday to Friday to assist you with your order and quotation enquiries.

Q. How do I see what is in my basket?

A. On the menu bar, there is a cart icon diagram that shows how many items you already have in your basket. To see what’s in your basket, simply click on the cart icon. You must be logged in to your account to see this feature.

Q. How do I know you have received my online order/quote?

A. All successful orders or quotes will receive an order or quote confirmation email. If you do not receive an order or quote confirmation email from us and have checked your email junk or spam folder, please contact our Customer Service Team on 1300 886 674.

Alternatively, login to your account and check your order status or past ordering history.

Q. I have sent you a quotation request, what happens next?

A. A Customer Service Team member will contact you within 48 hours with a priced quote and will process the order if you are happy to proceed. More detailed quotes such as surgery setups and equipment quotes may take longer than 48 hours, however you will be notified as to when to expect the quote from us.

Q. How do I make changes to an order, or can I cancel it?

A. We process and pack orders as fast as possible. Most orders can be processed and dispatched on the same day if the order is in by 12.00pm. Your order can only be changed if the order has not been shipped, or if the product is on backorder* conditions apply. Refer to the Orders and Backorders policy in our Terms & Conditions for further details. To make any change to your order, contact our Customer Service Team on 1300 886 674.

Q. How do I know if is safe to order with you?

A. We value your privacy and work hard to ensure that your details are secure. Please refer to our Privacy Policy for more details.

Q. How much does delivery cost?

A. Refer to Freight in our Terms & Conditions for further details.

Q. What courier company do you use for delivery?

A. We use well-known and reliable courier companies to ensure your orders arrive to you and these companies may change from time to time depending on where you are located.

A. Where do you deliver?

A. We ship products to customers Australia wide. We do not ship products internationally.

Q. How long does delivery take?

A. If your order has been placed with us prior to 12pm Monday to Friday, your order will most likely be dispatched on the same day if all products are in stock. Melbourne Metropolitan customers usually receive orders the next working day, but please allow up to 2 working days for delivery. For interstate deliveries, please allow 3 – 6 business days for delivery, depending on which state you are in. Orders are sent either via satchel (where we can fit products and products that are not liquid or flammable) or by road freight. If you have any special delivery requirements, please notify us when placing your order so we can best accommodate your needs.

Q. How do I change my delivery address after my order has been placed?

A. Once an order is confirmed and shipped it cannot be altered or cancelled. If you have a different delivery address other than what is listed on your account, please notify us at the time of ordering so we can attempt to make the address change at this time.

Q. What if I am not here when my order arrives?

A. Our couriers are aware of the opening times that you have provided at the time of registering and opening your account with us. If they attempt delivery during these opening times and you are not there, a redelivery fee may apply. Refer to our Terms & Conditions for further details.

Q. Can I place an item on hold or lay-by for a later purchase?

A. No, we do not offer a hold or lay-by service. Products must be ordered and paid for immediately for new customers or by account for existing customers which will be bound by our Trading Terms. Refer to our Terms & Conditions for further details.

Payment

Q. What payment method do you offer? 

A. We accept payment via Direct Deposit (EFT), American Express, Mastercard, Visa credit cards or cheque. Credit card payments incur a surcharge of 1.65% including GST.

Q. What are your trading terms?

A. Payment in full is required within 30 days of invoice date as per our standard Trading Terms. Medi-Dent reserves the right to request payment in advance for large, indent or special-order products and will advise this at the time of ordering where this is applicable. Capital equipment purchases must be paid for on receipt of goods into our warehouse. Refer to Trading Terms in our Terms & Conditions for further details.

Credits & Returns

Q. What if a product is missing from my order?

A. When you receive your order from us and find that there a product missing, please contact our Customer Service Team on 1300 886 674.

Q. What if the product I received is not what I ordered?

A. We do not accept returns, only faulty goods or goods shipped in error may be returned for credit. In these instances, no returns will be accepted without prior authorisation and then only within 14 days of the invoice date.

Only products returned unopened, in their original packaging and in a saleable condition will be accepted and must be returned at the sender’s expense. Refer to Returns in our Terms & Conditions for further details.

Q. What if a product I receive in my order is damaged?

A. Please contact our Customer Service Team on 1300 886 674 immediately to discuss the issue. We may ask you to provide photos to assist us in determining the nature and extent of the damage.

Q. What if the product is faulty?

A. We aim to provide our customers with quality products of the highest standard. If you have received a product you deem to be defective or faulty, please contact our Customer Service Team on 1300 886 674 to discuss the issue. Our friendly and knowledgeable team will guide you through the returns process and assist to resolve the issue as swiftly as possible.

We may request further information and images in particular where warranty is covered directly by the manufacturer, prior to lodging a claim with the manufacturer on your behalf.

Q. How do I return a product?

A. We do not accept returns, only faulty goods or goods shipped in error may be returned for credit. In these instances, no returns will be accepted without prior authorisation and then only within 14 days of the invoice date. Only products returned unopened, in their original packaging and in a saleable condition will be accepted and must be returned at the sender’s expense. Refer to Returns in our Terms & Conditions for further details.

Q. Can I exchange a product?

A. We do not accept returns, only faulty goods or goods shipped in error may be returned for credit. In these instances, no returns will be accepted without prior authorisation and then only within 14 days of the invoice date. Only products returned unopened, in their original packaging and in a saleable condition will be accepted and must be returned at the sender’s expense. Refer to Returns in our Terms & Conditions for further details.

Q. Are there any products excluded from the Orders and Returns policy?

A. Once an order is confirmed and shipped it cannot be altered or cancelled. Similarly orders for indent or specially ordered products cannot be altered or cancelled once they are in transit from our domestic or international suppliers.

Q. What happens when you have you received my return?

A. Once the approved return has been received by us, a credit will be issued to your account within 30 days. Returned products will only be credited to your account which may be offset against future purchases, however refunds will not be issued. Refer to Returns in our Terms & Conditions for further details.

Catalogue

Q. How do I receive a printed copy of your catalogue?

A. All active customers will receive a printed copy of our catalogue. If you do not wish to receive a printed copy of the catalogue, please contact our Customer Service Team on 1300 886 674 or via the Contact Us Form on our website.

Alternatively, you can view the online version of our Catalogue on our website.

Q. Are the products on the website the same as in your catalogue?

A. Our catalogues offer an overview and only a small portion of Brands and products that we can provide. Our website will provide a much wider and broader range and will be updated with new Brands and products before they appear in a printed catalogue.

Equipment Services

Q. How do I maintain my equipment?

A. Each manufacturer has its own maintenance checklists and recommendations on products that can be used to either service, maintain or use for infection control purposes. We recommend that you source a copy, read, and understand all of the manufacturers advice and adhere to their instructions avoid any warranty related issues associated with a Brand or product.

Q. How do I book a service with you?

A. Contact our Customer Service Team on 1300 886 674 or fill out the Equipment Service Form online to arrange a suitable time for one of our skilled and authorised trained technicians to visit your practice.

Q. How often do I need to service my equipment?

A. As per the manufacturer’s recommendations and requirements. Your equipment needs to be serviced to prevent efficiency and productively issues which could expose you to the risk of breakdown or failure, and unnecessary down time and expense.

Q. What if a problem occurs with equipment that I have purchased from you?

A. Contact our Customer Service Team on 1300 886 674 or complete the Contact Us or Equipment Service Form on our website to arrange a suitable time for one of our skilled and authorised manufacturer trained technicians to visit your practice.

Q. What information do I need when ordering equipment or spare parts?

A. To order any equipment or spare parts, you will need to provide the model number or spare part code relevant to the purchase. We may require further information from you to enable us to find the correct product or part that you are looking for.

Newsletter

Q. How will my information be used?

A. Medi-Dent understands the importance of your privacy as we recognise the right of our customers to keep their personal information private. Please refer to our Privacy Policy for more details.

Q. How do I subscribe or unsubscribe to your newsletter?

A. To subscribe to our newsletter simply enter your email address in the allocated box on the footer of our website and click subscribe.

To unsubscribe, open any newsletter sent from Medi-Dent, then scroll to the bottom of the newsletter and click ‘Unsubscribe’.