Frequently Asked Questions
My Login
I've forgotten my password, can I retrieve it?
If you have forgotten your password simply click on the 'forgot your password' link on the login screen and your password will be sent to your registered email address. If you don't have a registered email address, simply register on the site.
How do I change my account details?
If you would like to change any of your account details, please use the online form under your account update account details and a member of our Customer Service team will contact you. If you need to change your username please use the online support form available on the website.
How To Order
How do I check stock availability for items I want to order?
HS displays an "on hand" status of (yes/no) to represent if stock is currently available. All items in your cart are validated against stock availability prior to the submission of your order.
The item I want to order is out of stock, can I order it?
You can still order an item if it is currently out of stock, simply add the item to your cart. Once you submit your order if the item goes on backorder a member of the HS customer service team will contact you to give you an expected delivery date or offer you an alternative product, where possible.
How do I place an order on your website?
Only Henry Schein New Zealand account holders are eligible to order online.
Simply go to henryschein.co.nz. Log in with your username and password, choose your products and then checkout through the shopping cart facility. If you have an account with Henry Schein but don't have a username and password to log into the site, then simply register online and one will be sent to you.
How do I take advantage of HS promotional offer in my order?
HS has many specials and promotions each month. After you have finished adding all the items you want to your order, go to the cart and any specials or promotions that you are eligible for will automatically be calculated. If you change any item quantities in the cart it will recalculate your eligibility for the promotion.
How can I copy a previous order I've submitted to HS?
If you are an existing HS customer you can add any previous order to the cart, make changes to lines items or quanites and simply submit your order. This feature can be found under the orders taborder tracking. If you are not currently an HS Webshop customer register online at www.henryschein.co.nz.
I'm having problems placing my order, what should I do?
If you are having trouble placing an order, you can phone our customer service team on 0800 808 855 who will help you place your online order.
How do I track my orders online?
All orders can be tracked online, under the orders menu choose order tracking, and select either completed orders or outstanding orders from the drop down menu, then submit your request.
Does HS Webshop display live pricing?
Yes. Pricing displayed is live and customer-specific.
Why does my access timeout?
To ensure that our HS customers experience a secure online shopping experience, HS Webshop automatically times-out sessions that are idle for 60 minutes or more. HS customers who experience this, will need to logout and login again to continue ordering online. If this does not resolve the issue, please contact customer services on 0800 808 855.
How To Pay
What payment methods do HS offer?
On Account or with pay upfront with a credit card.
Which major credit cards do you accept?
We accept MasterCard and Visa credit cards.
Delivery
How do I know if HS has received my order?
Once you complete the checkout process online you will receive an order confirmation email. This email will confirm your purchases and purchase amount.
What delivery charges will I incur for my order?
Online orders are freight free where the value exceeds $200 (exc gst) with the exception of equipment, some non-stock items, bulky item orders and urgent deliveries in some cases.
Most orders below this value will incur an automatic freight charge of $8.75 + GST.
Teeth only orders over $60 are freight free.
Teeth only orders below this value will incur an automatic freight charge of $4.50.
The cost for urgent deliveries is to be advised at the time.
This low order value freight charge will not apply to the following:
- All backorders are freight free
- Phone, e-mail or Fax order values must exceed $400 (exc gst) to attract free freight, except for Privileges members whose tier level charges will apply.
- Freight on teeth orders remains unchanged.
- Stone and Plaster orders incur a freight charge of $13.80 per bag in addition to any other freight charges.
What carriers do you use for delivery?
All Henry Schein orders are made by our delivery partners such as NZ Couriers. This means that you can be assured that your desk to door delivery is handled securely by some of New Zealand's most reliable couriers.
I haven't received my order within the expected time. What should I do now?
To follow up on your order please call our Customer Service on 0800 808 855.
How long will my order take to be delivered?
"Stocked items"
Orders of 'stocked items' will be despatched from HS Auckland’s warehouse and will be delivered by our courier delivery partners.
Under normal circumstances, orders received by 2.00pm should be delivered on the next working day
Hazardous goods may take 3-5 working days.
About Credits & Return
What is your credit & returns policy?
If a purchaser wishes to return any Stock and receive a (partial) credit on the purchase price for that Stock, then they must first telephone the HS customer service centre within 5 days from the date of delivery and advise HS of the Stock they wish to return and the reason for its return. If HS so requests, proof of purchase must also be supplied by the purchaser.
Notwithstanding anything contained or implied above, HS will not accept for return, and will not grant any credit for, the following types of Stock:
- Indent Stock
- Stock given for which the purchaser was not invoiced (for example, Stock given as a free trial or a bonus item)
- Any Stock purchased in conjunction with a promotion where the customer also received a promotional item/gift and/or bonus Stock as part of the original purchase unless the promotional item/gift and/or bonus Stock are also returned.
- Opened Stock.
- Stock with less than 7 months shelf life and / or expired stock.
HS online users can complete the online "request return authority" form.
- Contact customer service who will issue an RMA (return) number to ensure a credit is processed promptly following the return of stock. Call 0800 808 855.
- Our Customer Service agent will advised you on how to go about returning the goods.
- Returns due to a change of mind will be liable for the expense of the return delivery.
IMPORTANT - please ensure the following
- All goods returned (unless faulty) are in original, sealed, undamaged packaging and are in a re-saleable condition.
- Returned products need to be within the guidelines as stated in the terms and conditions on our website.
- Products being returned are securely wrapped to prevent damage in transit - either in the original packaging/cartons or inside a protective package
If you wish to cancel your order call Customer Service as soon as possible on 0800 808 855 to discuss your situation.
I've received a wrong item in my order, what should I do?
You will need to complete and submit an online "Product Return" form. You will find this form on the Contact Us page. A Customer Service representative will contact you as soon as we have reviewed your request.
I'm missing an item in my order. What should I do?
Please call Customer Service on 0800 808 855.
I've received my order but the items are damaged. How do I organise to replace the damaged items.
Please complete and submit an online "request return authority" form and a customer care representative will contact you after we have reviewed your request. If the item is required urgently, please call customer care as soon as possible on 0800 808 855.
Can I return an item online?
Yes. The items return process can be initiated online by selecting the "request return authority" form, found under the "online support" menu. Complete the required information on the form, submit it and a member of the HS Customer Service team will contact you to complete the process.
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