FAQs

Q. What are Ortho Technology telephone Numbers?
A. 813- 501-1650 or 1-800-999-3161 US toll free    Select Phone option 2 for Sales or  Select Phone option 4 For Customer Service


Q. How do I contact Ortho Technology for service via e-mail?
A. To contact us for U.S. Sales and Support via e-mail:

To contact us for North American Customer Service via e-mail:
Customer Service
CustomerServiceUS@orthotechnology.com


Q. How do I contact Accounting for statements, payments or financial inquires?
A. Phone:  1-800-472-4346  Ext 260-3319 -Select Option 3

International calls:  775-327-3319 Select Option 3
E-mail: accounting@orthotechnology.com
Accounting hours of operation are 10 am -8 pm Eastern time –  7-5 pm  Pacific time
REMITTANCE ADDRESS-ALL PAYMENTS-CHECKS
ORTHO TECHNOLOGY, INC
DEPT CH 14387
PALATINE, IL   60055-4387
ACH PAYMENT ADVICE
OTCOLLECTIONS@ORTHOTECHNOLOGY.COM


Q. Do you offer samples?
A. Samples are available on certain products for practices who are not currently using Ortho Technology brand.    Please contact your Sales Representative to evaluate your sample request.


Q. Do you supply return labels?
A. Please contact a Customer Service Representative to request a return label.


Q. When will I receive my order?
A. Orders placed before 2pm EST typically ship the same day. Orders placed after 2pm EST ship the next business day.  Delivery time typically takes between 3-5 business days depending on destination.


Q. What is your Return Policy?
A. A Return Merchandise Authorization number (RMA) is required for any return and which can be obtained by contacting our Customer Service Department.

  1. Products may be returned for credit within 30 days from Invoice date.
  2. Products under warranty must meet terms within warranty period.
    After 31 days and up to 60 days from Invoice date, return request will be evaluated by a Customer Service Representative as a courtesy to our customers.
  3. Returns may be authorized when these conditions are met:
    1. Products are in original and unopened packaging and in re-sellable condition.
  4. Returns must meet quality inspection standards, appearance and physical count.
  5. A 15% restocking fee may be charged.
  6. Custom orders and special orders are not accepted for return.

Q. Do you have Safety Data Sheets (MSDS) sheets on all products?
A. Not all products require MSDS sheets.  Available MSDS sheets and Letter of Exempt items can be found on our website by clicking on  “Quality Assurance” to view MSDS, Exemptions and Certificates.


Q. How long does it take for evaluation of return products?
A. Standard returns are processed within 24 hours of receipt.   Quality related returns typically take 30-40 days from the date of receipt of item(s) in question to complete an evaluation.


Q. When will my credit appear on my account?
A. Standard returns typically take 72 business hours, after receipt of the returned merchandise, for the credit to reflect on your account. Quality related 30-40 days.


Q. Will my credit automatically be applied to my next order?
A. Customers will need to specify how they would like their credit applied at the time of setting up the return with the Customer Service Representative.


Q. If I place my order after 2 pm, will I be able to request to pay extra shipping for Next Day or 2 day shipping, and it will ship that same day?
A. You must speak with your Sales or CS Representative when you place the order for expedited shipping after 2pm EST.


Q. How do I report mistakes on my order?
A. Contact Customer Service Department to report any discrepancies on your order within 30 days of invoice date.