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 a 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 care 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?
HSH online displays an "on hand" status of (yes/no) to represent if stock is currently available. HSH displays a consolidated view of east coast warehouses for all customers in QLD, NSW, VIC, NT, SA & TAS, with WA customers displaying a consolidation of WA & NSW warehouses. 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 HSH customer care 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?
Simply go to henryschein.com.au 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 Halas 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 HSH promotional offer in my order?
HSH 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.
Can I copy a previous order?
Yes you may add any previous order to your shopping basket and make changes to the order. To Begin: Go to the Order History page, to search for the order, click the View Order button as highlighted in the screenshot below. Click the COPY TO CURRENT ORDER button to copy your old order contents to your existing shopping basket.  
I'm having problems placing my order, what should I do?
If you are having trouble placing an order, you can call your Territory Manager or phone customer care on 1300 65 88 22 who will help you place your online order.
How do I track my orders online?
Yes. 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 HSH online display live pricing?
Yes. Pricing displayed is live and customer-specific.
Why does my access timeout?
To ensure that our HSH customers experience a secure online shopping experience, HSH online automatically times-out sessions that are idle for 60 minutes or more. HSH customers who experience this, will need to logout and log in again to continue ordering online. If this does not resolve the issue, please contact customer services on 1300 65 88 22.
How To Pay
What payment methods do HSH offer?
On Account or with pay upfront with a credit card.
Which major credit cards do you accept?
We accept MasterCard, Visa, Diners Club and American Express credit cards.
Delivery
How do I know if HSH 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 $150 (inc gst) with the exception of equipment, some non-stock items, bulky item orders and urgent deliveries.
All orders below this value will incur an automatic freight charge of $16.50 (inc GST), urgent deliveries will be advised at the time.
How long will my order take to be delivered?
A. "Stocked items"
- Orders of 'stocked items' will be despatched from a HSH warehouse and will be delivered by one of our many delivery partners, allow 2-4 days for delivery.
A. "Special Orders"
- Your delivery time will be advised at time of Order confirmation.
I haven't received my order within the expected time. What should I do now?
Our friendly customer care team can help. Please call us on 1300 65 88 22. Alternatively you may check your Order History page, find the Order and click on the Tracking Link.
About Credits & Return
What is your credit & returns policy?
- HSH online users can complete the online "request return authority" form.
- Customer Care - Please contact customer care who will issue the return to ensure it is collected promptly and your credit processed.
Call 1300 65 88 22.
- Immediately after your request is approved, we will issue you with a returns approval number via email or fax.
- Henry Schein Halas will mail you a pre-printed consignment note and address label.
- When you receive the pre-addressed label / consignment note and the pick-up is ready, please call 13 223 45 and quote "I have a control return". Please quote your consignment number.
- Your issued reference number will track your return and we will ensure that your credit is processed without delay.
IMPORTANT - please ensure the following
- All goods returned (unless faulty) are in original sealed packaging and are in a re-saleable condition.
- Returned products need to be within our guidelines as stated on our invoice.
- Products being returned are securely wrapped either in the original packaging/cartons or inside a protective package.
return to top
If you wish to cancel your order call customer care as soon as possible on 1300 65 88 22 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 care 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 care on 1300 65 88 22.
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 representatiave will contact you after we have reviewed your request. If the item is required urgently, please call customer care as soon as possible on 1300 65 88 22.
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 HSH customer care team will contact you to complete the process.
Technical Difficulties
The website isn't displaying correctly on my screen. How do I correct this?
Contact our online helpdesk for further assistance on 1300 13 54 69
|