My Account
I've forgotten my password.
If you've forgotten your password, simply click here. We'll send a link to reset your password to your registered email address.
How can I update my account details?
To update your account details, please login and update your details in your account dashboard. Our customer care team will reach out to assist you. If you'd like to change your username, please use the online support form on our contact page.
Delivery
How will I know if Henry Schein has received my order?
Once you complete your order, we’ll send you a confirmation email with the details of your purchase and total amount.
What delivery charges will I incur for my order?
Delivery is free for orders over $150 (including GST), except for equipment, some non-stock items, bulky orders, and urgent deliveries. Orders below this amount will have a freight charge of $16.50 (including GST). Urgent delivery charges will be quoted by customer care.
How long will it take for my order to be delivered?
- Stocked Items: Orders for stocked items will be shipped from our warehouse and typically delivered within 2-4 days.
- Special Orders: Delivery time will be provided at the time of order confirmation.
I haven’t received my order within the expected time. What should I do?
If your order hasn’t arrived on time, contact our customer care team at 1300 65 88 22 for assistance. You can also check your order status by going to the Order History page and tracking your order.
Orders
How can I check if an item is in stock?
You can see if an item is in stock by looking for a stock status ("In Stock"/"No Stock") next to the product. Our website shows stock availability from our warehouses across the east coast (NSW) and WA (which includes stock from both WA and NSW warehouses). When you add items to your cart, we’ll check the stock before you complete your order.
The item I want to order is out of stock, can I still buy it?
Yes, you can still order an out-of-stock item. Just add it to your cart. If the item goes on backorder, our customer care team will contact you with an expected delivery date or offer a similar product, if possible.
How do I place an order on the Henry Schein website?
To place an order, log in with your username and password, choose your products, and then proceed to checkout. If you don’t have an account, simply register online, and we’ll send you login details.
How do I use promotional offers on my order?
Henry Schein offers many online-exclusive promotions each month. Once you’ve added items to your cart, any eligible promotions will be automatically applied. If you change item quantities, the promotion eligibility will be recalculated. When you need to choose between bonus items, you'll be able to select your options in the shopping cart.
Can I copy a previous order?
Yes, you can copy a previous order. To do this:
- Go to the Order History page.
- Find the order and click "View Order."
- Click "Copy to Current Order" to add the items to your cart.
I’m having trouble placing my order, what should I do?
If you're having issues with placing an order, contact your Henry Schein Relationship Manager, call customer care at 1300 65 88 22, or contact us online. We’ll help you complete your order.
How can I track my orders?
You can track your orders online. Login and go to the "Order History" option in the dashboard menu, and choose either "Completed Orders" or "Outstanding Orders" from the dropdown menu.
Does the Henry Schein website show live pricing?
Yes, the prices you see are live and specific to your account.
Why does my session keep timing out?
For your security, our website automatically logs you out after 60 minutes of inactivity. If this happens, simply log back in to continue shopping.
Payments
What payment methods does Henry Schein offer?
You can pay either on account or upfront with a credit/debit card.
Which credit cards do you accept?
We accept MasterCard, Visa, Diners Club, and American Express.
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.
Returns & Refunds
What is your credit and returns policy?
To return an item, you can fill out the "Request Return Authority" form online.
- After your return request is approved, we’ll send you a returns approval number by email or fax.
- We’ll also send you a pre-printed consignment note and address label for the return.
- When the item is ready for return, call 13 23 45 and mention "I have a control return" with your consignment number.
- Your return will be tracked, and we’ll ensure your credit is processed promptly.
Important:
- Returns (unless faulty) must be in their original, sealed packaging and in resalable condition.
- Products must be within the return guidelines on your invoice.
- Make sure returns are securely wrapped in their original packaging or a protective package.
If you need to cancel an order, please call customer care as soon as possible at 1300 65 88 22 to discuss your request.
I received the wrong item in my order, what should I do?
Please fill out the "Product Return" form found. A customer care representative will contact you after we review your request.
I’m missing an item in my order, what should I do?
I received damaged items, how do I get a replacement?
Submit the "Request Return Authority" form online, and a customer care representative will contact you once we’ve reviewed your request. If the item is urgent, please call customer care immediately at 1300 65 88 22.
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.
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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.
Still Have Questions?
If you couldn't find the answer you're looking for, our team is here to help.
Get in touch with us, and we'll be happy to assist you.
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