Frequently Asked Questions

Login Issues

• I’ve forgotten my password, can I retrieve it online or do I have to call the Customer service team?
  • The easiest way to retrieve your password is online.
    On the login page you will see a “Lost your Password” link.
    Click on this link and follow the prompts to reset!
    *Remember to check your spam inbox if you don’t receive the reset link within a few minutes.
    
• How do I change my account details?
  Once logged in to the site you can update your address for both billing and delivery, account contact and password all in the My Account section of the site.
  The updates will be applied to your account instantly.

How to order

• How can I tell that items I want to order are available?
  Available products will be displayed with a price against them if they are available or in your profile range.
  
• Why some products are not available for consumers to purchase?
  Dentist specific items can only be purchased by registered practices for the health and safety of the community.
  
• The item I want to order is out of stock, how can I order it?
  If the product is out of stock, you can call our Customer Service Team on 1800 817 155 to find out the estimated arrival date. The team will be able to place your required amount on back order for you, and collect payment over the phone.

• I can’t find a clinical product we always purchase online or that was in the Super Specials catalog? How can I purchase?
  Some of our clinical supplies are classed as “special order” as we don’t always carry the stock in the warehouse. These items can only be purchased via the Customer Service Team. They will also then be able to advise on the wait times of shipments.
  
• How can I copy a previous order I’ve submitted to reorder?
  If you have an online account – simply log in, and in the My Accounts section there is a “Previous orders” tab.
  From this tab you can view all of your past online orders and also reorder from this list as well.

• I’m having problems placing my order, what should I do?
  If you have any issues with placing your web order, please contact the Customer Service Team. They will be able to check your account and also take your order over the phone.

• How do I track my orders online?
  Once your order has been picked and packed in our warehouse, you will receive a notification email with tracking instructions from either, Australia Post, FastWays or Toll depending on your location.
  
  If you don’t receive this or have issues with your delivery please contact Customer Service for assistance.

How to pay

• What payment methods do Piksters offer?
  Our Website has the following options:
  Visa, MasterCard, AMEX or PayPal.
  If you have a dental account with Piksters, you will also have the option to pay on account and an invoice will be placed in your delivery.

Delivery

• How do I know if Piksters have received my order?
  You will receive an email from Piksters to let you know it’s been received and then you will also receive an email once it’s placed in the mail!

• What delivery charges will I incur for my order?
  For Consumers: All orders under $29 will incur a $7.95 shipping fee.
  All orders OVER $29 will receive free shipping.
  
  For Dentists: All orders under $250 will incur a $12.95 shipping fee.
  All orders OVER $250 will receive free shipping.
  Note that any bulking purchases over the free shipping amounts will incur a fee based on size.

• What carriers do you use for delivery?
  Australia Post, FastWays and Toll – Depending on your location.

• I haven’t received my order. What should I do now?
  Call the Customer Service Team at Piksters, they will be able to help find your parcel and escalate if necessary. Please have order number handy!

Orders and Issues

• Can I cancel an order?
  You are unable to cancel your order online. Please contact the Customer Service Team immediately if there is an issue with your order. Once the order is collected in the warehouse, we are unable to cancel the order. 
  
• I’ve received a wrong item in my order, what should I do?
  Please contact the Customer Service Team immediately if there is an issue with your order, they will be able to assist.
  
• I’m missing an item in my order. What should I do?
  Please contact the Customer Service Team immediately if there is an issue with your order, they will be able to assist.
  
• I’ve received my order but the items are damaged. How do I organize to replace the damaged items?
  Please contact the Customer Service Team immediately if there is an issue with your order, they will be able to assist.
  
• I want to return my order – what is the process?
  If the product is faulty, please advise the Customer Service Team within 7 days of receiving your order. They will discuss with you the issue and appropriate action.
  
  Unfortunatly, we do not issue refunds or accept returns for non-faulty products or orders where there has been a “change of heart”. Please refer to our Trading Terms for further information.

Technical difficulties

• The website isn’t displaying correctly on my screen. How do I correct this?
  You may need to clear your cache and cookies. Please go to your web browser settings – in the advance section there will be a function to clear your cookies and cache – clear both and hit refresh in your web browser.