OrthoStoX - Supplies practitioners with therapy softgoods, orthopaedic

Information

OrthoStoX Guarantees:

Product - Our products have a minimum 6 month warranty from the date of purchase against defects in materials and workmanship. Normal wear and tear during the usage of a product is not considered a defect.

Pricing - Our prices remain fixed for the financial year and are reviewed prior to the start of the next year. Occasionally, prices may increase or decrease within the year to reflect manufacturers' changes beyond our control.

Delivery - We aim to despatch all cleared orders within 48 business hours of receipt and you will take delivery of your order within the specified number of days below.

Service - We will contact you within 36 hours of receiving your order containing an out-of-stock item to make alternative arrangements and/or offer an expected date of delivery

Postal charges / Delivery within Australia

Shipments weighing up to 50kgs (or Volume Equiv.) will be charged at the rate (incl GST) issued by Australia Post based on the total weight of the order. We also include a small nominal charge of $3.00 to cover packaging & handling. We will contact you to discuss charges for shipments in excess of 50kgs (or Vol. Eqv.)

Product Returns Procedure.

OrthoStoX understands that sometimes a product does not fit the needs of our customers for one reason or another and needs to be returned. To ensure the return is handled smoothly we ask that you follow the steps outlined below.
Most product problems can be resolved with a telephone call to OrthoStoX on 03 9017 9539 or email sales@orthostox.com.au, 9-5pm Mon – Fri. We can help find an alternative product that will better suit your needs.
If you need to return product, please contact us within 10 business days of receipt of your order for a Return Authorisation (RA) number. Product must be unworn, unsoiled and in original condition and packaging must be undamaged. Product must be returned within 30 days. You will be responsible for the return shipping costs. Please refer to our Returns Procedure below for more detail.

Sample Returns

Sample Evaluation Products are offered free of charge on a 30 day sale or return policy to Professional Customers only. The cost of returning a sample evaluation product is the responsibility of the customer. Please clearly place the OrthoStoX return address label supplied with the original sample order request on the outside of your carton, NB. the label will have an SOR number on it that must be clearly visible. The product must be returned in its original condition. If, upon inspection, it is deemed to be not immediately restockable then we reserve the right to make a restocking charge.

Returns Authorisation (RA)

A Return Authorisation request must include the following information:

Reason for return
Product number, quantity and lot number
Customer P.O. number and date
OrthoStoX invoice number and date
Your contact details

An RA number will subsequently be issued to you via return email or call and will allow us to track your return. NB. No returns will be accepted without a valid RA number on the outside of the box so that the RA number is visible.

Returning Non-Defective Product .

To be accepted for return the product is to be unopened, unused, and in exactly the same condition as when you received it. If the product or the packaging for the product was in any kind of seal, this seal must not be broken. The cost of returning non-defective products is the responsibility of the customer. Generally, returns are approved immediately. However, some returns may be subject to additional approvals due to the nature of the return, e.g., high value, product changes, product not required. Returned goods, upon verification, may be subject to credit less 20% restocking charge.

Returning Defective, Damaged and/or Missing Products.

Please call us on (03) 9017 9539 for instructions before returning any defective products. You will receive a replacement product once the defective product is received, a credit to your account will not be necessary. OrthoStoX will pay for the freight to send your replacement product and will take responsibility for the cost of returning the defective product. If the product is returned as defective and is found to actually NOT be defective, then OrthoStoX reserves the right to revoke the credit or to issue an invoice for the value of the replacement product. Products that are defective and / or have concealed damage are NOT eligible for return after 6 months from the date of the invoice, except in situations where the product is otherwise covered by a specific warranty. Product with visible damage upon delivery should be refused from the carrier.

Merchandise Not Eligible for Return .

If upon inspection returned products are deemed to be not restockable for the following reasons, you will be notified:

Goods that are damaged or soiled
Products not in standard packaging
Products that have been discontinued or changed
Case goods that have been partially used
Foam products

The non-restockable items will not be credited to your account. You will be given the option of receiving the products back at your cost or letting OrthoStoX dispose of them. If replacement product was issued in lieu of credit and the returned product is deemed non-defective, an invoice will be issued for payment of the replacement product that was sent.

Privacy Policy

This Privacy Policy governs the manner in which OrthoStoX collects, uses, maintains and discloses information collected from users of this Web site ["User"].

Users privacy is very important to OrthoStoX . The Company is committed to safeguarding the information Users entrust to OrthoStoX . This Web site is not directed at children under 13 years of age.

Users may direct questions concerning this Privacy Policy by email to enquiries@orthostox.com.au
Users may elect not to receive solicitations from OrthoStoX by contacting us here.

FAQs

Can we place an order with OrthoStox offline?

Certainly. We make access to our products as easy as possible. You may contact us on sales@orthostox.com.au or call us on 03 9017 9539 to place an order. We will process it in the normal manner and enclose your invoice in with your delivery.

Do you have a minimum order purchase value?

We do not have a minimum order value, however you may wish to batch your purchases in order to consolidate the cost of delivery as we charge a flat rate by State whatever the size of your order.

I have forgotton my password - what should I do?

Click [Log In] in the [My account] menu.
Click the Password forgotten? link in the Returning Customer box.

When you have done this a new password will be generated by the system and sent to your email address.

Can I change my password to something that makes sense to me?

Yes, you can.

Log in to your account using your email address and the system password that was issued to you.
Click [My details] in the [My account] menu. Your main account screen will then be displayed. One of the options is [Change my account password]

Can I change my delivery address etc online?

Yes, you can. In fact you have complete access to your online account details, preferences and ordering history.

Log in to your account using your email address and the system password that was issued to you.
Click [My Details] in the [My account] menu. Your main account screen will then be displayed. Follow the links to access the account information of interest.

I would like to check on a previous order - can I do that?

Certainly. The information is located in your account information. In fact you can drill down to particular orders and individual items. Access your account information as per the above instructions for account details. However if you need to check on any orders placed direct with us (ie. not made online) then plaese contact us and we will be happy to furnish you with any of this information.

What payment methods are available?

Online options:

On Account
Credit card- Visa or Mastercard via PayPal (you do not need to have an account with PayPal to use this method)
Direct bank transfer into our account. You will receive our account details when your order confirmation is emailed to you.
Cheque.

Offline (direct order) options:

Credit Card- Visa or Mastercard by phone
Cheque

Account Customers will receive your invoice (30 days credit terms) in the delivery:

Credit Card- Visa or Mastercard via phone/internet MYOB merchant facility
Cheque
BPay

When can I expect to receive my order?

We will endeavour to despatch your order within 1 business day of clearance of your payment. Orders from Account Customers will be processed the same day if their order is received by Midday. If any items in your order are out of stock we will contact you to discuss an alternative product or part shipment. The expected number of business days is the suggested maximum time for delivery to the following Capital City locations:

VIC - 1 day
NSW, SA, ACT, TAS - 2 days
QLD - 3 days
WA, NT - 4 days

Express or Special delivery can be arranged by contacting us beforehand on 03 9017 9539.

If you make payment by cheque your order will be shipped when your funds have cleared.

How do I return product?

Please call OrthoStoX on (03) 9017 9539 or email sales@orthostox.com.au within 10 business days of receipt of your order for a Return Authorisation number. Product must be unworn, unsoiled and in original condition and packaging must be undamaged. Product must be returned within 30 days. You will be responsible for the return shipping costs. Please refer to our Returns Procedure above for more detail.