FAQ 2018-09-27T10:05:16+00:00

Frequently Asked Questions


How do I open an online account with AHP Dental & Medical?

Opening an online account with us easy! If you already have an AHP Account, navigate to the My Account page and select Create Online Account to be taken to our online account application form. Once complete, click ‘Submit’ to send us your application which we will process within 24 hours. You will receive an email confirmation your account activation as soon as it’s ready.

What if I don’t have an AHP Account but I would like to order online?

If you don’t already have an account with us we first need to setup an account for you in our system and assign you an account number. To do this please navigate to the My Account page and select Register. This link will take you to an account application form which must be downloaded, completed and then emailed or faxed to us. Once we receive your completed application form we will setup an AHP Account and online account and email you the details. Please note that all new customers must pay for their first order in advance and once a credit record has been established we usually before a becoming a 30 day credit account.

How do I place an order?

If you have an online account simply navigate to the My Account page and enter your login details. Once you are logged in you are able to place an order directly through our website.

If you would like to place an order by phone or email please call us on 1300 765 644 or email us at orders@ahpdentalmedical.com.au and have your account number ready.

Why is free stock not appearing in my cart?

Due to the complexity of some of our free stock details, the website is unable to calculate and display the necessary free stock. But don’t worry, our customer service team check all orders before they are invoiced, and will include the required free stock. Please add the free stock you would like to your order and our customer service team will take care of the rest!

What are your delivery charges?

If you are in a metropolitan area in New South Wales, Queensland, Victoria, Australian Capital Territory or South Australia (Sydney, Brisbane, Melbourne, Canberra, Adelaide, etc.) you will receive free shipping if you place an order over $200, otherwise we have a minimum shipping charge of $8.90 exc. GST.

If you are outside of a metropolitan area, or in Northern Territory, Western Australia or Tasmania shipping charges will be based on the size and weight of your order but there will be a minimum charge of $8.90 exc. GST. If any shipping charges exceed $25.00 exc. GST we will contact you before despatching your order to make sure you are happy for your order to be sent.

What are your delivery times?

Most orders will be processed the same day and despatched within 24 hours.

Once an order has been despatched customers within the metropolitan areas of Sydney, Brisbane, Melbourne and Canberra will generally receive their order within 24 hours however this is not a guarantee.  Customers which border metropolitan areas generally receive their orders within 3 to 5 days and deliveries to Western Australia, Tasmania or remote areas of Australia can take up to 10 days.

What happens if an item I order is out of stock?

We aim to always hold stock of common items but sometimes an items popularity exceeds our expectations and we run out of stock. If this occurs the item will be placed on backorder awaiting new stock and we will despatch the rest of your order.

We receive orders from our suppliers daily so in most cases your backordered item will be back in stock and despatched within 10 days.

How do I pay for an invoice?

Once you have setup an AHP Account, paid for your first order and established a credit record your account will be automatically upgraded to a 30 day credit account. This means that all orders which you place throughout the month are simply applied to your account and payment can be made up to 30 days from the date of invoice. At the end of the month we run a statement which shows all of your outstanding invoices and email it to you so you can see what is owing.

When you are ready to pay for an invoice or statement, you can either electronically transfer the amount direct to our bank account, call us on 1300 765 644 and pay over the phone using a Mastercard or Visa, or post a cheque to our PO Box. Our PO Box address and bank details can be found at the bottom of any invoice or on your monthly statement. Please refer to our payment methods page for further information.

Unfortunately we do not support credit card payments through our website at this point in time.

I would like to return an order, what do I do?

We are happy to accept the return of products if they are unused, unopened and if a request is made within 14 days of the invoice date, however some products which are bought in especially for an order are non-returnable.

All returns must be authorised by a member of the AHP Customer Service Team before they are returned for them to be accepted, so please contact us first before doing anything.

Please see our ‘Returns Policy and Credit Claims’ page which can be found in the footer of this website for further details.

If you have any further questions please contact our AHP Customer Service Team by calling 1300 765 644 or emailing orders@ahpdentalmedical.com.au.