For Everything Ortho & Clear Aligners | Sell & Ship within Canada only
1. How long does it take to activate my online account after I register?
It can take up to 24 hours to activate your account for you to be able to log in to your account if you are newly registered. We do not process a request on the weekend or evenings.
2. How do I log into my account?
You can log in to your account if you have already registered an online account on our website.
On Desktop: Click the Login located on the upper right-hand side of your computer screen.
On Mobile: Click the three blue bars located on the upper right-hand side of your mobile device and then click the Login.
3. How do I pay my invoices online?
A. Log in to your account using your credentials
B. On Desktop: Click the Account tab on the upper right-hand side of your computer screen.
On Mobile: Click the three blue bars located on the upper right-hand side of your mobile device and then click the Account.
C. On Desktop: Click on Transaction History on the left side menu
On Mobile: Click on the business card icon in between the shopping cart icon and the 3 blue bars on the upper right-hand side of your mobile device and then click the Transaction History on the left side menu.
D. You will then be able to choose the invoice you wish to pay.
4. What types of payment do you accept?
We accept Visa, Mastercard, or American Express (Amex).
Please note that Amex is accepted only for online payments. We accept Visa and Mastercard over the phone.
5. What are my options for paying invoices?
-
You can log in to our website and pay it online.
-
You can pay over the phone by calling our Accounting Department at 1-800-387-7411 option 2.
6. Can I pay my monthly statement online?
We don't make monthly statements. Invoices are per transaction. You can choose to pay per invoice or multiple invoices at the same time.
7. Whom can I call for support for my online account?
You can call 1-800-387-7411 option 4 to speak to our website support team member.
8. How do I add, change, or remove items from my web order after submitting it?
If you need to modify your order, contact us by emailing sales@orthosupply.ca or calling 1-877-387-7422 option 1 to speak to a member of our customer service team.
We can process your request if your order has not already shipped. Any orders received before 3.30 pm (AST) ship the same day. We ship daily at 4.30 pm (AST).
Please note that you must provide your customer number or clinic phone number.
9. How do I cancel an online order?
If you need to cancel your order, contact us by emailing sales@orthosupply.ca or calling 1-877-387-7422 option 1 to speak to a member of our customer service team.
We can process your request if your order has not already shipped. Any orders received before 3.30 pm (AST) ship the same day. We ship daily at 4.30 pm (AST).
Please note that you must provide your customer number or clinic phone number.
10. How can I change/update my website account email and mailing address?
Contact us by either emailing sales@orthosupply.ca or calling 1-877-387-7422 option 4 to speak to a member of our website support.
Please note that you must provide your customer number or clinic phone number.
11. Do you charge freight every time I order?
Yes, we always charge freight per order. We encourage our customers to make larger purchases to offset the cost of freight.
12. Can I return the product if it is not what I expected?
Yes, you can make returns if a product is not what you expected. Please see the terms and conditions section for more information.
Contact us at 1-800-387-7411 option 1 to start the return process. You must have the RMA number handy as it is required.
13. How long will it take to receive my order?
All orders received before 3.30 pm (AST) will be out for shipping on the same day via Purolator. Delivery usually takes between 2-3 business days. If you need your order sooner, please let us know, and we can ship overnight.
14. Do you include an invoice in the shipping box? What are the terms?
All shipments include an invoice in the box with the terms of net 30 days. We encourage all customers to set up an online account to help better track and pay invoices.
15. Do you sell/ship outside of Canada?
Not now, as we don't have the license to sell outside of Canada. We ship Canada-wide.
16. Business location and hours?
Our office address is:
200-125 Whiting Road
Fredericton, New Brunswick
E3B 5Y5
CANADA
Our business hours are Monday-Friday, 8.30 am - 5.00 pm Atlantic Time Zone (AST). Please be aware of the time difference.