Frequently asked questions
Are you left wondering how to place an order, where to see your support tickets or how to pay?
Our Frequently Asked Questions section has you covered.
We've covered our most commonly asked questions below.
If you have a more specific question about one of our products, our entire team receives specialised training regularly to ensure you're receiving the best information possible.
From basic questions to complex compliance or technical support inquiries, we're here to help!
If your question isn't covered below, let us know and we'll get back to you.
How do I pay for my order?
We offer multiple payment methods including all major credit cards, lay-by and finance.
How do I set up my account?
Setting up an account is very easy and there are 3 ways to do it.
Click the sign up or log in link above a product
Register via the link in our site footer
Go to register.osseogroup.com.au
Why are all payments made by card?
By having all customers pay up-front and in-full before shipping goods, it allows us to keep the cost of our products low because we're not chasing outstanding accounts.
How long between ordering and receiving my order?
Do you offer free shipping?
We offer free shipping on Australian orders over $300. Unfortunately due to the high cost of shipping to New Zealand, we're unable to offer this for our New Zealand customers.
What is your returns policy?
For most orders made via our store, you can make a return request within 10 days.
Once approved, send your order back to us by express post or courier in an unopened salable condition. Once we're received and assesed its condition, we'll apply credit to your account.
Unfortunately, we're unable to accept returns for special orders and patient-matched devices like loupes.
Can I drop my impressions off?
Can I book a product demo?
Booking a product demo is easy, you can book a demo HERE or call you account rep directly. You can find your account rep's contact details HERE.
Do you charge for repairs?
What are your terms?
Our terms and conditions of sale and manufacture are pretty dull afairs but they cover everything you need to know about the terms of our sale to you. They are written in plain english and are available in multiple locations:
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Footer of our packing slips