My Orders and Invoices - Frequently Asked Questions (FAQs)

Orders

Where is my order?

You may track your package by navigating to the Order history section of My Orders in the My Account portal. The tracking link, if available, can be found on the right of the page.

Will my order ship today?

Orders placed before 3:30 PM Sydney, AEST will have in-stock items ship the same day. Orders placed after 3:30 PM Sydney, AEST will have in-stock items ship the next business day.

How can I check my order status?

Navigate to My Account and select My orders from the left menu. The status of each order will be displayed in the Order history section.

Ordering online

How do I know which other products work with the product I'm buying?

On each product page, suggested related products appear categorized below the product information. Related items can be added to the cart directly from the current page.

Where do I enter a PO number or patient reference?

PO numbers or text to identify an order can be entered at the top of the My Cart page. Some accounts, typically hospitals and universities, require PO numbers as a part of the accounting agreement with Nobel Biocare. A PO number must be added in the shopping cart for these customers.

How do I create my own catalog?

When searching the Online Store or when viewing your order history, you can add products to your catalog by clicking on the Add to my catalog icon.

How do I see what’s in my catalog?

My Catalog can be accessed via the My Account menu.

How do I share my catalog?

All of the items in your catalog can be shared with one or multiple parties via email. At the bottom of the My Catalog page, enter the email addresses, separated by commas, of the individuals you'd like to send to. Add a brief message before clicking the Share my catalog button. The catalog should be received within ten minutes of sending.

How do I know that my order is confirmed?

As soon as you have completed the order process, the confirmation page appears. This page shows all of your order details (which will also be emailed to you), including the order number and product details. In addition, you can access your orders online within My Account.

I’ve just placed my order. How can I add or make changes to it?

Once the order has been placed you can no longer make any changes online. Should you need changes to be made, please contact customer support at 0800 441 657.

What if the address I want to ship to is not listed?

If the address needs to be added immediately, please call 0800 441 657 and a customer support representative will assist you in adding the address. Otherwise, address additions can be requested in the My Account section under Account Management > My profile.

My account is blocked. What can I do to place an order?

Please contact customer support at 0800 441 657.

What are my shipping options?

Shipments are sent via TOLL.

Orders placed before 3:30 PM Sydney, AEST will have in-stock items ship the same day. Orders placed after 3:30 PM Sydney, AEST will have in-stock items ship the next business day.

A same day service for the Sydney Metro area is available with Direct courier.

How much does shipping cost?

Current shipping rates are:
$15 - 1kg overnight parcel to capitals and the majority of locations in Australia. Some regional locations can take 2-5 days.
$22 - 1kg overnight parcel to capitals and the majority of locations in New Zealand. Some regional locations can take 2-5 days.

For heavier or larger parcels extra changes will apply based on weight, volume and distance. An off-peak service is available for these parcels to reduce shipping costs.

Note: Shipping charges are subject to change without notice.

Please keep in mind that holidays and events outside of Nobel Biocare's control can affect delivery (adverse weather conditions, carrier delays, etc.).

Product Availability

What is Real Time Product Availability (RTA)?

Real Time Product Availability (RTA) provides you with an estimated availability date for an item based on current inventory levels. The date provided is when the item is anticipated to be in stock in our warehouse. Dates are as accurate as possible, but are subject to change without notice.

Where can I check product availability for an item?

An estimated availability date is shown beneath each item in the shopping cart or checkout. This will provide you with an idea of which items are in stock.

Will I have to be signed in to view shipping and availability information?

Yes. You must be signed in to track your package and view the relevant order details.

Does checking item availability reserve stock before an order is placed?

No, product inventory is not reserved until an order is submitted during checkout.

Invoices

How do I pay an outstanding invoice?

To pay by direct transfer or credit card, contact us by email at ar.australia@nobelbiocare.com

Invoice payments made by cheque can be mailed to:
Nobel Biocare
Level 4, 7 Eden Park Drive,
Macquarie Park NSW 2113

Be sure to include your account number and any specific payment instructions with your cheque.

How can I get a copy of an invoice?

Invoices can be viewed, downloaded, or printed from the My invoices portal in My Account. Simply select Invoice history and filter by the desired criteria. Then click the PDF symbol to the right of the invoice you'd like to see. A PDF file will be downloaded using your browser and can then be saved, printed, or viewed using Adobe Reader which is available as a free download here.

How do I start receiving my invoices via email?

Please send an email with your Nobel Biocare account number and the email address to which invoices should be sent to ar.australia@nobelbiocare.com. Please allow up to 24 hours for changes to take effect.

Returns and exchanges

How do I initiate the return/exchange process?

Please start the return / exchange process by emailing Customer Support at order.australia@nobelbiocare.com and providing the reference and lot numbers of the items to be returned. You will be given a Return authorization number once the return or exchange has been approved.

What items are eligible for return or exchange?

Items can be returned within 30 days of the invoice date.

Items can be exchanged for products of equal or greater value within 12 months of the invoice date.

Items may be returned/exchanged provided they are unopened, unmarked, undamaged, and unaltered. Items can only be accepted for return and/or exchange under the account they were purchased from.
Products must have 18+ months expiry left to be accepted for return/exchange.

Can expired products be returned / exchanged?

No, expired products cannot be exchanged.

How is the credit applied when I return a product?

Credit will be applied to your Nobel Biocare account once the items are returned, verified, and processed by our Returns department.

Can I return items purchased as part of a promotion?

Items purchased as part of a promotion cannot be returned, only exchanged.

How do I get returned products back to Nobel Biocare?

Returned products must be shipped, at the customer's expense*, using a trackable carrier, to:

Nobel Biocare
ATTN: Returns Dept.
Level 4, 7 Eden Park Drive,
Macquarie Park, NSW 2113

Be sure to write your Return authorization number on the outside of the package. Ensure included inside the package with your products you have the printed Returns paperwork with the authorization details. To avoid products being damaged on return, please package the goods in a box/bubble wrap.

* Nobel Biocare will pay for return shipping if there is a return that is of fault by the company.

Payments and methods

How can I pay for my order?