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SERVICE
SALES
FAQ
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.
For product-specific questions, check the Specifications and FAQ sections on their store listing or get in touch with your local product specialist.
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.
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How do I pay for my order?We offer multiple payment methods including all major credit cards, lay-by and finance.
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How do I set up an account?Don't have an Osseo Group account? No worries, it takes less than a minute to set up can be done as you browse our store and there are 3 ways to do it. Sign up or log in link above a product Register via the link in our site footer Go to register.osseogroup.com.au You'll be able to log in straight away and start placing orders.
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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.
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Do you charge for repairs?If your device is faulty and covered by warranty, we won't charge for the repair. If your repair is not covered by warranty, out of warranty, caused by user damage or wear and tear – we'll charge a fee to diagnose, replace parts (including their cost), test, calibrate and return your device as good as new (or as close to new as a repair can be). Non-warranty repairs start from $125.
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How long between ordering and receiving my order?Typically shipping takes between 1-3 business days for Australia and 5-7 business days for New Zealand and non-mainland Australia. As soon as we pack and ship your order, we'll send you images of the actual goods packed, a list of any backordered items, and the tracking number of your package.
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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. Additionally, heavy or large orders may attract an additional ad-hoc shipping fee regardless of order cost.
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What is our returns policy?For most orders made via our store, a customer can make a return request within 10 days. Once approved, the customer must send the order back to us by express post or courier in an unopened saleable condition AT THEIR COST. Once we're received and assessed its condition, we'll apply a store credit to their account. there will be no cash refunds. Unfortunately, we're unable to accept returns for special orders and patient-matched devices like loupes.
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Can I drop my ClearCorrect impressions off?No – Due to strict infection control, quality assurance, protection of our supply chain and staff, we do not accept on-site visitors for any reason. You can send your impressions to our receiving centre using the address listed on your case packing slip.
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What are your terms and conditions?Our terms and conditions of sale and manufacture are pretty dull affairs 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: Footer of our emails Footer of our website Footer of our packing slips osseogroup.com.au/terms We're doing away with paper, so we won't be sending them to you anymore, should you need a hard copy, you can print them by following the links published in those locations.
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