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”.
Please note: to have a webshop login, you must be an existing customer with Pacific Dental Specialties.
To open a customer account, click here.
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 team on 0800 725 245, or email us at info@pacificspecialties.co.nz. To change your password, click here.
Delivery
To ensure same day despatch, please place orders before 2.00pm. Orders placed after this time will be shipped on the following business day.
All deliveries are made by our delivery partners NZ Couriers and NZ Post. We use an overnight service where we can, however we cannot guarantee next day delivery of orders due to delays outside of our control.
** Rural / Non-Urban Delivery Zone, please allow up to 2 extra business days **
How long after placing my order can I expect delivery?
Orders of ‘stocked items’ will be processed and dispatched from our warehouse. Under normal circumstances, orders received by 2.00pm should be delivered the following business day. For rural deliveries, please allow up to 2 additional days for delivery.
All deliveries are made by our delivery partners NZ Couriers and NZ Post. We use an overnight service where we can, however we cannot guarantee next day delivery of orders due to delays outside of our control.
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. You can also check the status of your order under the My Account dashboard.
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".
Please note: you will need to be logged in.
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.
Once you have checked/entered your billing and delivery details, your payment is ready to be processed.
Should you need assistance, please contact customer service on 0800 725 245.
How do I know my order has been received?
Once you complete the checkout process online you will receive an order confirmation email.
If you do not recieve a confirmation email, please get in touch with a member of the customer service team on 0800 725 245.
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 also review your backordered items here or by clicking on “My Account” to view your dashboard.
Once the backordered item is available, 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 to bill on your account.
Can I make a payment on my account via the website?
This fucntion is not currently enabled.
You can pay your account via bank transfer or via credit card by phoning 0800 725 245.
What credit cards are accepted?
The credit card payment function is not currently activated on the website.
You can make secure credit cards over the phone by calling 0800 725 245. 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 or for advice.
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