Frequently Asked Questions (FAQs)

Orders

Where is my order?

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

To track all other orders, please contact customer support on 0800 441 657.

Will my order ship today?

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

How can I check my order status?

Navigate to MyNobel and select My orders from the left menu. The status of each order will be dispalyed 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 MyNobel 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 MyNobel.

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 MyNobel 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?

All shipments are sent with Toll Priority to be delivered by close of business the following day in most areas.

For urgent deliveries, please call Customer Service on 0800 441 657 to discuss your options. Large items eg; Drape Kits, Scanner and Hose Sets over two boxes will be sent off peak. Extra charges may apply for these bulky items or upgrading the service to overnight.

How much does shipping cost?

The current shipping rate is:
$22.00 - Overnight 1kg to anywhere in New Zealand.

Extra charges apply for large items [ie; Drape Kit, Hose Set, Drilling Unit & Scanner] based on the number of items ordered. Please contact Customer Service on 0800 441 657 to get a quote.

Note: Shipping charges are subject to change without notice.

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 be able to see estimated availability dates if an item is on back order?

An item that is not available today will show the date when it is anticipated to become available in our warehouse. If the product shows as back-ordered but no date is shown, please call customer support at 0800 441 657 for more information.

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

Yes. You must be signed in to view your 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?

Navigate to MyNobel. In the My Invoices section you may select and pay outstanding invoices using a credit card by selecting the Pay invoices option.

To pay by EFT, contact us by email at ar.australia@nobelbiocare.com -

Invoice payments made by cheque can be mailed to:
Nobel Biocare New Zealand
110 Symonds St, New Zealand

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

For more information, our Accounting department can be reached on 0800 441 657.

How can I get a copy of an invoice?

Invoices can be viewed, downloaded, or printed from the My invoices portal in MyNobel. 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 calling customer support at 0800 441 657 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?

Return of Products for Credit/Return

Returns will only be accepted within thirty (30) days of invoice date.

Returns will need to be in original condition, in unopened packaging. Packages with writing, scratches, staples or marks are unable to be resold and will therefore not be accepted as a return. We urge that care is taken in packaging items before returning them to Nobel Biocare.

Return of Products for Exchange

All exchanges must be made within one (1) year of invoice date.

Returns will need to be in original condition, in unopened packaging. Packages with writing, scratches, staples or marks are unable to be resold and will therefore not be accepted as a return. We urge that care is taken in packaging items before returning them to Nobel Biocare.

Can expired products be returned / exchanged?

No. All returns/exchanges require at least 12 Months expiry.

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?

Products tied to a special promotion may not be returned for a credit. An exchange for the same or lower value will be offered.

How do I get returned products back to Nobel Biocare?

To process a credit or exchange, a ‘Return Authorisation (RA)’ number will need to be issued by Nobel Biocare. Please refer to the below instructions on how to obtain an ‘RA’ number:

Contact your Nobel Biocare Territory Manager or Customer Service to inform a credit or exchange is required stating: product code(s), lot number(s), quantity and reason for return.

Within 1 day we will notify you with acceptance of return. A stock form will be sent to you via e-mail or fax. Returned products must be shipped with the RA form, at the customer's expense, using a trackable carrier, to:

Nobel Biocare New Zealand
(att Ryan) 127A Cook Street
Howick Auckland New Zealand 2014

Payments and methods

How can I pay for my order?

Eligible customers will see the Payment on invoice option during checkout.
We also accept American Express, MasterCard, and Visa.


My credit card was declined. What can I do?

Please verify that the information provided is correct and try again. You may also try processing an additional credit card or call Nobel Biocare Accounting on 0800 441 657.