Customers New To Our Website
To set up a customer account, please provide the following information:
- BILL TO – Name, Address and Phone Number
- SHIP TO – Name, Address and Phone Number
- E-Mail Address (optional) and Fax Number
- Method of Payment (Visa, Mastercard, cheque in advance)
Please Note: To establish a new customer account we require pre-payment for your first order. All subsequent orders may be billed as you prefer. (Please see Payment Terms for more details).
Please include or have the following information ready when ordering:
- Customer Account number
- Phone number with area code
- Method of payment (Visa, Mastercard, C.O.D., or net 30 invoice)
- Product ordering code(s)
Sign up for our Essential Extras Loyalty Program to receive a rebate for free goods of up to 45% of your total purchase order.
We accept Visa and MasterCard credit cards as payment. At your request, we will keep your credit card number and expiry date on file. Please let us know if you would like all of your orders processed on your credit card.
C.O.D. (available through courier service only) Orders may be paid C.O.D. with an additional charge of $9.00 (subject to change). When placing C.O.D. orders, our sales representatives will fax you the total amount of your order including all applicable taxes and shipping charges. Upon delivery, the courier will ask for payment. Please have a cheque ready (made payable to Orthodontic Essentials).
If your payment by cheque is not honoured or is returned, we will charge your account with a $20.00 Non-Sufficient Funds fee.
Please note that account statements are only available by request.
SHIPPING AND DELIVERY
All orders placed by 12pm EST will be shipped the same day (some exemptions may apply). Subsequent orders will be shipped the following day. All parcels are shipped via courier. Typically, most orders are delivered within 3-5 business days. Product delivery charges vary by region. For an additional charge, 2nd Day Air and Next Day delivery are available upon request. Please ask our sales representatives for details.
It is important to us to have all products delivered safely and efficiently. In the event of a problem, we have accurate records that allow us to resolve the issue quickly.
We ship across all provinces in Canada. International shipping is not available at this time.
If you must return a product, please follow the guidelines below. All product returns must be preauthorized. Products sent to us without authorization will be refused.
Product returns will be authorized ONLY if the following guidelines are met:
- The product is returned within 30 days of our invoice date.
- The product is unopened, unused, and in the original packaging.
- The product is damaged or defective (determined by our account representative).
Product returns will NOT be authorized if:
- It has been 30+ days since the product was purchased (date on our invoice).
- The product is opened or used (excluding damaged or defective products).
- The product is a special order.
If the product(s) meets the above guidelines, please call a customer service representative at 1-866-388-1851 for authorization and return instructions. Please have the following information available:
- Your customer number and phone number
- Original invoice number of product(s) returning
- Description of product(s) returning and reason for return.
PLEASE ENSURE ALL RETURNING PRODUCTS ARE PLACED IN PROTECTIVE PACKAGING.
Returned products are subject to a minimum restocking charge of 15% or partial credit.
At Orthodontic Essentials, we recognize and take seriously our responsibility to replace products if they are proven to be defective. Orthodontic Essentials does not, however, accept liability for any damage or loss, direct or consequential, stemming from the use or misuse of any product we distribute. It is the responsibility of the user to determine the suitability of the product for an intended procedure prior to use. The user assumes all risk and liability in connection therewith. If you have questions, please call us at 1-866-388-1851.