SALES AND
SUPPORT

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?

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.

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.

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?

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.

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?

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.

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:

• Footer of our emails
• Footer of our website
• Footer of our packing slips
• osseogroup.com.au/terms