Frequently Asked Questions
Find Your Answers Here
My Login
Do I need a login to make a purchase?
Yes, you must have a registered account with us to make a purchase. To create an account, click here. Please note, if you are an existing customer, you will still need to set up a new account the first time you use the new website. For further information, or if you are having difficulty creating an account, please contact customer service on 0800 725 245.
How do I create an account?
Simply click on the login icon on the top right-hand side of the screen. Click on the “Register Now” button under the login menu and enter your details. Once you have completed the regsistration form, click “REGISTER”.
I have forgotten my password, how can I retrieve it?
If you have forgotten your password, simply click on the “ Forgot your password?” button on the login screen and follow the prompts to reset your password.
How do I change my account details?
To change any of your account details, please contact a member of our customer service on 0800 725 245. To change your password, click here.
Delivery
All orders made before 4.00pm will be shipped out the same day to the delivery address provided. Orders placed after this time will be shipped on the following business day.
All deliveries are made by our delivery partners such as NZ Couriers. We use an overnight service where we can, however we cannot guarantee overnight delivery of orders due to delays outside of our control.
How long after placing my order can I expect delivery?
Orders of ‘stocked items’ will be processed and dispatched from our Napier warehouse and delivered via our courier delivery partners. Under normal circumstances, orders received by 4.00pm should be delivered the following business day. For rural deliveries, please allow up to 2 additional days for delivery.
No we do not currently deliver overseas.
I haven’t received my order within the expected time. What should I do now?
To follow up on your order, please contact Customer Service on 0800 725 245.
How to Order
Simply search for the product you are looking for by typing in a keyword in the search menu, or by selecting the category relating to your item.
Once you see the product you would like to purchase, click "Add to cart".
Once all of your products have been selected, click on the checkout icon in the top right corner of the screen, review your order, then click "Continue to Checkout".
A notification will pop up asking to you confirm, then you're ready to proceed.
You will then be asked to log in. If you already have a login, simpy enter your login details to continue. If you do not already have a log in, you can create one by clicking here.
Once you have entered your billing and delivery details, your payment is ready to be processed.
How do I know my order has been received?
Once you complete the checkout process online you will receive an order confirmation email. This email will confirm your purchases and purchase amount.
Should you need to cancel your order for any reason, please contact Customer Service on 0800 725 245 as soon as possible.
I am having difficulty placing an order, what should I do?
If you are having trouble placing an order, call our Customer Service team on 0800 725 245 for assistance.
How do I know if an item I am ordering is out of stock?
If your submitted order contains items that are currently out of stock, a member of our customer service team will contact you to notify you.
You can review your backordered items here or buy clicking on “My Account”.
Once the backordered item is back in stock, we will send it out to you as soon as possible.
For further information, including the ETA of a backordered item, please phone Customer Service on 0800 725 245.
How to Pay
What payment methods are on offer?
You can place orders on your account or pay upfront with a credit card.
Can I make a payment on my account via the website?
Yes, you can pay your account via the website. Simply click "My Account" in the top right corner of the page and select " Pay Account" from the drop down menu. Select the invoice/invoices you wish to pay and click continue to proceed to the payment window. Once you have entered your credit card details, click "Process Payment".
What credit cards are accepted?
We accept VISA and MasterCard.
About Credit and Returns
What is your credit & returns policy?
To arrange a product return, contact our customer service department on 0800 725 245. The following conditions must be met in order to return a product:
- Approval from Pacific Dental must be obtained prior to returning product
- All goods (unless faulty) must be returned in their original sealed package, in a clean and re-saleable condition
- All returns must be accompanied by the corresponding invoice, and reason for the return
- Returned products need to be within the guidelines as stated in the terms and conditions on our website
I am missing an item in my order, what should I do?
Please contact Customer Service on 0800 725 245.
I received an incorrect item in my order, what should I do?
Please call Customer Service on 0800 725 245 to arrange a product return or to request a credit.
I have received my order but my item/s are damaged. How do I organise a replacement?
Please contact Customer Service on 0800 725 245 to organise replacement of the damaged item/s.
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