Frequently Asked Questions
Do I need an account with Ivoclar in order to purchase products?
Yes. When you register on ivoclar.com, an account will be set up once all information has been acquired.
How do I register for ivoclar.com?
To register, first click on the "Login" button located at the very top of the website. You will then see a box labelled "Don't have an online account". This box contains a link to click on in order to register. Here you will fill out all required account information along with a valid email address. Once this form has been submitted, an e-mail will be sent to you containing a link to set your password.
What is my Username?
Your username is the e-mail address you registered the account with. If you are unsure what your username is, please contact customer services.
What do I do if I forget my password?
Click on the "Sign in" button. Below the sign in box you will see a link called "Forgot password?". If you click on this link a prompt will appear asking you to enter your registered e-mail address. Once this is completed an email will be sent to you with a link to set your new password.
Locked Login?
If you attempt to login three times unsuccessfully, your login will become locked. It will automatically unlock after 15 minutes, then you will be able to try logging in again.
Why can’t I see pricing?
You need to be a registered user and sign in with your user name and password in order to view product pricing.
What’s the best way to search for products?
There are two ways to search for products:
Can I order by credit card?
Yes, once you’re ready to checkout, please choose “credit card” as your payment method.
Why can’t I order some products online? Some products only have a “Contact Us” button.
On bigger ticket items we require a checklist to be completed to ensure that you have the proper settings to use the piece of equipment. Also, we offer financing on bigger ticket items and this cannot be completed online.
Will I know if the items I am ordering are available and ready to ship?
Yes, a status icon will show the availability of the item if it is out of stock or partial stock is available. The status can be viewed in the shopping cart as well once a product has been added.
I usually place orders with my credit card that is on file with Ivoclar, but I do not see it at checkout. Why?
For security purposes, you will need to enter your credit card number during checkout and click "Save these payment details in my account". Once your order has been placed, the credit card you saved will be visible for future purchases.
How do I know if an item will incur additional shipping charges?
An icon will be shown to indicate that it is a hazardous item. During the checkout process you will also see a breakdown of the order total in which hazardous fees will be displayed. In general, all non-hazardous items offer free shipping.
Can I add a different shipping address to my online account?
You will need to submit a written request to add an additional shipping address to your account. You can send that by fax to +64 9 914 9999 or email: orders.nz@ivoclar.com
Why don't I have more/different shipping options?
Other delivery options are not available for your area.
I placed my order today. When will it ship?
Orders received before 4:30 pm (NZDT) should ship the same day from Monday to Friday with the exception of any local holiday. Any orders received after this time may not be processed until the next business day. Dangerous good, bulk or heavy items shipped via road freight may vary.
Where do my orders ship from?
All orders placed on our website ship from our Auckland office.
What if I have my own shipping account I want to use?
If we are aware that you have your own carrier, you should see a special message stating that your shipping account will be charged. If you need to update your account with a carrier number, please contact customer service.
Will I receive an order confirmation once my order has been placed?
Yes. You will receive a confirmation email that your order has been placed.