• We offer FREE worldwide shipping.

• This product is made especially for you as soon as you place an order.

• Our average shipping time is 5-20 working days, but sometimes it might take up to 4 weeks.

• If your order was unavailable in the nearest fulfilment centre to your location, please rest assured that it will be fulfilled and shipped from the second nearest fulfilment centre to you without compromising the product quality. This also applies if you ordered multiple items and it happens to be fulfilled from different parts of the world, which means you will receive them separately with 2 or more tracking numbers, and you don't need to contact us at this stage when you receive your first order missing some items, just wait for the second shipment to arrive. Please allow 4 weeks in these circumstances. This is why it takes us a bit longer to deliver it to you.

• We work with a manufacturer that has multiple fulfilment centres around the world, and based on your geographical location and purchased items, they will be made and shipped directly to you.

• Making products at the point of sale is one of our aims to give you a brand new item, reduce Carbon production and help the environment by reducing overproduction.

• Your support means the world to us and to the people we help! If you'd like to send a gift to help us grow and make an even greater impact, you can do so through selecting "Gift Us / Support Us" which can be found in the upper left corner of the screen on desktop or in the drop-down menu on mobile. Thank you for supporting us in our mission to help others!

Note: We don’t ship to some countries because of legal restrictions or shipping carrier limitations. 

The list of restricted countries may change depending on world events, but for now, we don’t ship to the following destinations: 

• Crimea, Luhansk, and Donetsk regions in Ukraine
• Russia
• Belarus
• Ecuador
• Cuba
• Iran
• Syria
• North Korea 

Please note, that Russia’s war in Ukraine severely limits shipping to Ukraine. For now, we’re only able to ship products fulfilled in our Latvian facilities.

Due to the impacts related to the Covid-19 pandemic and other unrelated service disruptions, our shipping carriers also don’t offer international shipping to the following countries (last updated on 22 Mar 2023):

• Afghanistan
• Bhutan
• Brunei
• Chad
• Laos
• Libya
• Mongolia
• Samoa
• South Sudan
• Timor-Leste
• Turkmenistan
• Yemen

The list of countries where our shipping carriers don’t offer international shipping may change. You can always review the up-to-date list in our website before ordering.

• Always refer to the care label inside your garment for specific washing and care instructions.

• Wash your clothes in cold water and use gentle or handwash cycles.

• Avoid using bleach or harsh detergents, which can damage the fabric and cause colours to fade.

• Air-dry your clothes whenever possible, or use a low heat setting in the dryer.
  Avoid high heat setting in the dryer.

• If the item has a direct-to-garment printed logo, Avoid ironing the logo colour section of the product.

• If you have any questions or concerns about caring for your clothes, don't hesitate to contact us for assistance.

SHIPPING & RETURN FAQs 

How do I change or Cancel My order?

Because we run an automated system at Support Dental Care, unfortunately in most cases, we cannot cancel or change orders once they have been placed as the fulfilment process is a synchronized process. In this case, you can try to contact us immediately to reverse the process with the manufacturer, but, if it is not possible. Don't worry, after receiving the order, we hope you like it, donate it or gift it to any family member or friend but if you still don't want it, you can ship it back to us and request a full refund. please see our refund policy for more details.

Please note, we will reply to your email only if we were able to reverse and stop the fulfilment process. But if we didn’t contact you back, this means we were unable to reverse the process and please follow the refund policy steps after you receive your order for a refund.

 

How can I track my order?

Once your order has been fulfilled, a tracking number will be generated and sent to the email address used to place the order. this might take 2-7 business days, Please Don’t forget to check your spam/junk folders!  We work with a manufacturer that has multiple fulfilment centres around the world and based on your geographical location and purchased items, it is going to be made and shipped directly to you. Our average shipping time is 5-20 working days. If your order was unavailable in the nearest fulfilment centre to your location, please rest assured that it will be fulfilled and shipped from the second nearest fulfilment centre to you without compromising the product quality. This also applies if you ordered multiple items and it happens to be fulfilled from different parts of the world, this means you will receive them separately and you don't need to contact us. Please allow 4 weeks in these circumstances and you will receive 2 or more tracking numbers to your email once all orders have been fulfilled. This is why it takes us a bit longer to deliver it to you. Making products at the point of sale is one of our aims to reduce Carbon production and help the environment by reducing overproduction. check our shipping policy for more details.

I placed an order and paid for it, but, didn’t receive a confirmation email nor a receipt, is this normal?

No, this is not normal, as we run an automated system, you should receive an immediate email with your receipt and confirmation of payment. If you didn't receive an email from Support Dental Care within 3 hours of placing your order, be sure to check your Spam folder or the blocked messages that are present in some email subscriptions. Also, please check your bank statement if the money has been deducted or not (sometimes payments fail for multiple reasons ie. insufficient funds, wrong card details or incompatible cards) Alternatively, the email address may have been spelled or written incorrectly during the ordering process. If you are still unable to locate the confirmation email for your order, please send us an email at: sales@supportdentalcare.com and mention the details you used to place your order, please include, (Name, Address, email, mobile and order item details and the date and time you placed your order if you remember). These details will be used to try to match it to the recent orders we received and not for any other purposes. 

My order has been cancelled? Why? I still want it.

There are several reasons why your order may have been cancelled:

1. The item(s) is/are sold out at the point of order before it reflects on our website. Yes, this is extremely rare but, it's one of the reasons. we may offer you an alternative or you can receive a full refund and choose the alternative by yourself.

2. We use a payment system that has high security and fraud detection technology. If our system was unable to verify your billing information and/or your billing address does not match the debit/credit card details on file with the issuer institution/bank, payment may fail depending on the issuer institution/bank policy. If this happens, please contact your debit/credit card issuer (not us) to update your home/billing address before ordering again. We don't have control over debit/credit card issuers.

3. If you are using Paypal and it failed, please get in touch with Paypal to check/update your details and investigate why the payment failed. We don't have control over Paypal payments.

4. If you attempted to process the payment multiple times and payment failed for any reason, our system might block you, your payment method or your computer/mobile IP for a few hours to protect both of us from this unusual behaviour. You can try to change your virtual location using VPN and try again. Alternatively, try to re-process the payment again after 2-12 hours (depending on your card issuer).  

5. if you are using Cryptocurrency for payment, please make sure to make a full payment (item total cost + payment process fees/transaction fees) otherwise your payment will show as sent on your end but will arrive less to us which will indicate a failed payment and the system will cancel your order if not quickly addressed and replenishment payment is sent to cover the short transaction. Please note we don't accept short payments made without the transaction fees. and in case of a refund request, we don't offer a crypto payment refund, but instead, we will offer a refund using our store e-Gift balance to be used to buy other items.  The reason for this is to prevent fraud refunds as the crypto wallet address ID used to send the money is not the same as the receiver wallet address ID. If you don't agree with our policy, please use a normal credit/debit card or Paypal for payment.

6. if you are using an e-Gift card payment, please check the card balance and voucher number as it is the most reason for failure. Note: If your order is cancelled for any of the reasons mentioned above, you will receive an email confirming with order cancellation. The full amount of the order will be refunded to the same payment method used to place the order except for the crypto payment will be in the form of a store e-Gift balance.  please see our refund policy for more details. 

 

I just received a partial order? Where is the rest of my order?

Wfable in the nearest fulfilment centre to your location, please rest assured that it will be fulfilled and shipped from the second nearest fulfilment centre to you without compromising the product quality.  This also applies if you ordered multiple items and it happens to be fulfilled from different parts of the world, this means you will receive them separately with 2 or more tracking numbers and you don't need to contact us at this stage. Please allow 4 weeks in these circumstances.  This is why it takes us a bit longer to deliver it to you. Making products at the point of sale is one of our aims to give you a brand new item, reduce Carbon production and help the environment by reducing overproduction. 

How do we support the community?

Here at Support Dental care, we support our community in many ways! The following is some of our way to support both financially and non-financially.  

1. When you buy from us, we donate 1 $AUD for every item sold to the National Zakat Foundation (https://www.nzf.org.au) ABN 39521979908. It has a list of dental clinics collaborating with to send its referrals to them and help people with financial hardship by covering the cost of the emergency dental visit. National Zakat Foundation is registered with the Australian Charities and Not-for-profits Commission (ACNC) and their profile is in the following direct link: (https://www.acnc.gov.au/charity/charities/de26a2f9-39af-e811-a962000d3ad24a0d/profile) National Zakat Foundation Incorporated is endorsed as a Deductible Gift Recipient (DGR) from 31 Oct 2013. It is covered by Item 1 of the table in section 30-15 of the Income Tax Assessment Act 1997. Source ABN lookup using their ABN 39521979908.

2. We also allocate 5 $AUD to support dental care services and education to drive the vision of the business and raise awareness about dental care. All our products are created and/or manufactured at the time of purchase, which make it environmentally friendly by reducing carbon emissions and avoiding bulk stock, which means you will receive high-quality, newly made goods.

3. We encourage all patients to discuss with their dentists their oral health condition, how to improve it and how to prevent dental pain/emergency events from happening.

4. We aim to rise oral health literacy and education for culturally and linguistically diverse communities by conducting group talks and discussions when applicable with collaboration with dental clinics, community group leaders and/or charity organisations. (To be announced on our social media platforms) Please help us to help others. If you want to support us without buying today, you can send us a gift through the "GIFT US" button on the home screen.

5. We aim to offer mentorship and dental carrier discussion to high school students and current Dental students to help them navigate their choices before/after joining the dental carrier/university. This will be done by offering a FREE unlimited booking one-on-one discussion with one of our year 4 and 5 dental students and registered dentists to ask all your questions. (To be announced on our social media platforms)

6. We build relationships with influencers and partner with them to help direct their audience to become exposed to the Support Dental Care movement. 7. We donate our time and effort as a team to different community service opportunities that directly or indirectly affect dental care in a positive way.

 

How much do I need to pay for shipping?

We offer FREE shipping worldwide with no minimum order quantity! isn't that cool :) 

 

Is there is customs fee on the item? Who pay for it?

Customs fees vary by country and might be triggered by a certain purchase amount. The customer is solely responsible for any customs duties or taxes associated with their purchase. Please check your country's customs duty and taxes before ordering. 

Help, I think my order is lost/hasn’t been delivered? What should I do?

Please check your tracking number(s) and their status, if more than 5 weeks have passed and your item(s) still showing in the tracking status as “in-transit” or any other status other than delivered. Please contact the delivery company for update. Sometimes, your tracking number may show a “delayed” delivery date. We use different companies for delivery based in your geographic location (for example; Australia post for Australian orders fulfilled by Australian fulfilment centres). In this case, please contact Australia-Post with the tracking number and raise a ticket to investigate it.  Please note that we don’t have any control over the shipping companies once your order is fulfilled and received by them.

We recommend contacting the delivering company in the tracking number and raise a ticket to investigate the reason for the delay. Please rest assured that, we will do everything we can to assist you to solve this issue ASAP. If an item is showing a status of “delivered” but you didn’t receive it. Please check if it was left in any secure location at your home/office or if any family member/colleague has received it on your behalf.  Unfortunately, we don’t offer a refund or replacement for stolen or lost items if they show a “delivered” status or any other meaning of delivered in the tracking number.  It is your responsibility to check the delivering address and its suitability (either you will be present there on the day of delivery or it has a safe location) alternatively, redirect the item to another safe location, parcel locker or deliver it to the nearest post office to you and collect it safely from them. 

Do you offer a refund or replacement if the item is stolen from the front of my house after it has been delivered to my address?

Unfortunately, we don’t offer a refund or replacement for stolen or lost items if they show a “delivered” status or any other meaning of delivered in the tracking number.  It is your responsibility to check the delivering address and its suitability (either you will be present there on the day of delivery or it has a safe location) alternatively, redirect the item to another safe location, parcel locker or deliver it to the nearest post office to you and collect it safely from them.

Can I change the shipping address after I make the order: Oooops, did you fill a wrong shipping address or you want to change it after ordering?

Unfortunately, because we run an automated process for fulfilment, in most cases we can't but we will try to do our best to help change it. Please send us the new details in an email or through contact us section (write the old details first to be able to match it with he recent orders including name, address , email and mobile number and then the new details you want to change).  If we didn't reply to you within 2 days, don’t panic! this mean that, we ware unable to change your address but you can still redirect it via the shipping company tracking link we provide on your shipping confirmation email.

*Please note:

We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Do you ship internationally?

Yes we do, and the best part is that we offer a FREE worldwide shipping with no minimum order quantity! isn't that cool :)

Will you restock an item?

Missed out on your favorite design, Don’t worry, we work with a big manufacturers and fulfilment centres and continuously restock all items, so, please keep an eye on the website for their availability or their alternatives.

Is it overpriced? Oooh dear, we are very sorry to feel that way, have you experienced the Support Dental Care yet!?

We can promise you, the Support Dental Care is worth every penny. We ensure to source only the best possible materials with the best possible price tag so that, they are designed to last!  We are a business with a mission to support the dental care for the community-wide. We donate1$ with every purchase to not-for-profit charity organization to help in covering the cost of emergency dental treatment for people with financial hardship. We also allocate 5 $ with every purchase to support dental care services and education for the community-wide. More information is available in our vision and mission :) Thank you for your support and for buying from us.

Is Support Dental Care products are vegan?

We love our Vegan friends! Most of our sourced material for our clothing brand are natural with 100% cotton, synthetic or mix of natural and synthetic. We work with a manufacturer that has multiple fulfilment centres around the world, so it's hard to say *Please note: some item that include leather are not vegan.

Do you take suggestions or custom designs?

That sounds interesting !! We’re here to take your suggestions! Unfortunately, we can’t guarantee your design will be made, and are not yet offering custom Support Dental Care at this point – sorry SDC friends!  BUT, we are testing this idea as we received amazing suggestions, So, to be clear, we are thinking about it, and will announce it on our social media platforms once we are ready :) But initially, these continually updated steps will be our guide in the next phase:  - Do you have a personally made art design with Adobe Photoshop, Illustrator and/or a photo that you took related to dental care, please feel free to share it with us and why you want us to consider making a limited-time-special-edition from it. (unfortunately, Not everything can be approved, before you ask!) - We respect and follow the intellectual property law for designs made by other artists including you and we thank you for thinking of us to share your designs :) - Ok, let us do it this way, you need to follow these items for your design to be considered as a special edition for a limited time.

1. You need to send us a consent form indicating you are the sole owner of this design and to allow us to use your design for commercial purposes (This is very important as we will generate sales and taxable income from it and we need to be honest with you first!. Also, you will not be considered as a partner for using your design and you will not be able to claim any share of the generated income! are you ok with that? if not, please don't share your design with us!). Also indicate if you have made it through a freelancer designer on Fiverr or Upwork or any other platform and share with us screenshots for the designer submission, just to smoothen the process of validation and approval.

2. You need to send us the original source of the design (.ai, .svg) plus the .png format and must be yours and not anyone else. (to protect others' IP).

3. We will share your design with our quality and cross-examination team to assess it, we will reply ONLY if we accept it through email.

4. we will share with you some mock photos of the design and request your approval to submit them to the store. We will inform you when it will be ready and will share it in the special edition section for 72 hours (3 days) to give you and your friends enough time to buy it then it will be removed. if you need more time please let us know through email to reupload it for a maximum of 1 week and then will remove it. (the default format is on the Hoodies- a big design printed (Using Direct To Garment - DTG) on the front of the Hoodie and you can choose to add any other product you like from our store, plz let us know in the email, we are very flexible)

5. Please note there will be no extra charges on you for this service as long as your design is related to supporting the dental care mission and raising awareness. We love to support these ideas and would love to work with you :) Again we are testing this idea and will announce a time to accept it through our social media, plz follow us there.

Do you offer wholesale or bulk purchase discounts?

Our Support Dental Care products are sold only on our online store. Unfortunately, we do not offer wholesale discounts for reselling But if you want to franchise using our logo, please email us with the title request to the franchise, unfortunately, we don't offer it now but we will consider it for the genuine requests to plan it for the near future.  But if you are looking to make a bulk personal purchase for a promotion or special occasion (like for the school class with a T-shirt that has a toothbrush on it next to our logo, or for your dental clinic with our logo design to support us, or next to yours or for any marketing campaign you like us to collaborate together) please email us at sales@supportdentalcare.com for more information about which products you like with the quantity or any other information you like to share! We will send you a discount code to use and will find a way to support you as we love these ideas :)

Can I send an order as a gift? Is it possible?

Yes, absolutely. Do you have a special person you want to send some of our Support Dental Care products to? We are the perfect gift! You can ship the Support Dental Care products directly to that lucky person by entering their address as the shipping address, and your own as the billing address. All our products will come automatically wrapped. The receipts are sent directly to your own email address. It’s that easy! *Please note: Due to our use of external fulfilment partners, we cannot include messages in the package - we’re sorry! but that person will definitely love your gift :)

Are your products stocked in any stores anywhere?

No, it’s just us! Our Support Dental Care products are only available through our online store ONLY. We don't have any representatives at this stage but we will announce it once we decided to have any. I can’t add a product to my cart, why is this happening? We are sorry that you went through this issue! If you can’t add an item to the cart, it may unfortunately be a sold-out item. Try your plan B item first or your secondfavourite choice, otherwise, please wait for our update as we update our website regularly so that look you have your mind set on should be available again soon.

Do you accept crypto payment? and if I want to request a refund what is the process?

Yes will soon be added to the store, if you are using Cryptocurrency for payment, please make sure to make a full payment (item total cost + payment process fees/transaction fees) otherwise your payment will show as sent on your end but will arrive less to us which will indicate a failed payment and the system will cancel your order if not quickly addressed and replenishment payment is sent to cover the short transaction.  Please note we don't accept short payments made without the transaction fees. and in case of a refund request, we don't offer a crypto payment refund but instead, we will offer a refund using our store e-Gift balance to be used to buy other items.  The reason for this is to prevent fraud refunds as the crypto wallet address ID used to send the money is not the same as the receiver wallet address ID. If you don't agree with our policy, please use a normal credit/debit card or PayPal for payment. Full Refund to these methods are more user friendly if you are not familiar with crypto payments.  

Do you have a refund or returns policy?

We have a 30-day refund policy after receiving your order if you want to return it, change its size, replace it with another item, or request a full refund. Please rest assured that we are here to help as you came to buy from us in the first place to help us, and we would love to see you return to buy from us, support our mission or at least tell others about us.  To start the process: 1. To be eligible for a return/refund: Your item must be in the same condition that you received it, unworn, unused, and in its original packaging. 

2. Before shipping your items, you'll also need to send us the receipt or proof of purchase to sales@supportdentalcare.com and request a refund in the title with the order number.

3. Add high-quality photos of any damages you noticed in the item or simply a few photos (3 minimum) of the product that you want to change, return or replace in the first 30 days after you receive your order. This helps us to identify it when it arrives. (we highly recommend including a copy of the receipt with the returned items but not mandatory if you already added it in the email). Items sent back to us without first requesting a return will not be accepted.

4. Returned items will need to be sent to us for quality check and improvement and to communicate with the manufacturer to initiate the total refund. We don't offer exchange or replacement, but instead, for a more straightforward process, if we approve your request, we will provide you with a full refund, and you can make a new order with the items you wish to buy.

5. Please don't send items that have been with you for more than 30 days, or items that you already used or washed, as our manufacturer will not accept them as new, unused and unworn items!!

6. Please note that we don't offer shipping labels nor cover the cost of the shipping for the returned items when the customers send them to us. You will need to cover the cost of shipping the item(s) back to the address below or take it there if you live closer to that area.

7. We will notify you within 72 hours after receiving your returned order for inspection and let you know if the refund is approved. The process might take up to 10 business days for the full refund to appear in your bank account after our confirmation email. please order your preferred new size/colour again as a new order, we offer FREE shipping to all items worldwide, and you don't need to contact us again to make the new order.

8. The refunded fund will go to your original payment method within ten business days. We don't redirect the refund to another payment method other than the one used to buy the product in the first place. Please remember it can take time for your bank or credit card company to process your refund. If more than 15 business days have passed since we approved your return, don't hesitate to contact your bank, credit/debit card issuer, PayPal or merchant (eg. Afterpay) directly first. We will always be here to help if you need support at: support@supportdentalcare.com.  

Please send the item to the following address and mention the receiver for your parcel:

To be received by NAME: Abdirahman Ibrahim

ADDRESS LINE 1:  Parcel Collect 10273 81027

ADDRESS LINE 2:  Station Plaza, Shop 9 11-17 Station Road

SUBURB/CITY: Melton South

STATE: VIC

POSTCODE:  3338

COUNTRY:  Australia

You can always contact us for any return questions at sales@supportdentalcare.com.

Damages and issues:

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong thing so we can evaluate the issue and make it right. Exceptions / non-returnable items: Certain items like custom products (such as special orders or personalized items) and underwear cannot be returned.

We cannot accept returns on gift cards.

All non-returnable items will be mentioned clearly in the product description for that particular item. If it is not noted as non-returnable, it qualifies for a return. Most of our products are returnable for any reason, including change of mind; we are more than happy to fully refund you after receiving the item you don't like.

Exchanges:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, we will initiate a full refund, where you can make a separate purchase for the new item.

If you are using Cryptocurrency for payment: Please make sure to make full payment (item total cost + payment processing fees/transaction fees); otherwise, your payment will show as sent on your end but will arrive less to us, which will indicate a failed payment, and the system will cancel your order (will not fulfil your order) if not quickly addressed. Replenishment payment is sent to cover the short transaction. Please note we don't accept short payments made without the transaction fees, as the order cost needs to be matched for auto fulfilment to be triggered for your order. In case of a refund request, we don't offer a crypto payment refund, but instead, we will offer a refund using our store e-Gift balance to be used to buy other items. This prevents fraud refund requests as the crypto wallet address ID used to send the money differs from the receiver wallet address ID.

If you disagree with our policy, please use a regular credit/debit card or Paypal for payment.  Since this is not applicable for most Crypto payments, we have a policy of sending the refund money back to the same payment method used for the purchase; We don't offer refunds in the form of Cryptocurrency payments.  

How long do I have to return my Support Dental Care order?

You want to return an item!! Don't worry, we are here to help you return that one, and offer a 30-days return period for you to make that tough decision! Please refer to our return/refund policy for more information.

 Can I return my order and request a refund?

We are sorry that you feel this way. We are here for you as you came to buy from us in the first place. You can certainly return your Support Dental Care items to us for a full refund, provided it is returned within 30 days.

*Please note:

Not all items are eligible for return (Certain items cannot be returned, like custom products (such as special orders or personalized items) and underwear. we cannot accept returns on gift cards.).

 - Any exclusions will be mentioned on the product pages and the refund policy. Please check our refund policy for more information.

- To qualify for a return/refund, your item must be in the same condition that you received it, unworn, unused, with tags, and in its original packaging. Before shipping your items, you’ll also need to send us the receipt or proof of purchase to sales@supportdentalcare.com. With a few photos of the products to identify them when it arrives.

Can I exchange my order for a different product?

Ohh, did another design catches your eye? It happens :) Trust us; our website is full of them! You can certainly return your Support Dental Care item to us, and we will refund you in full, and then you can reorder what you want again. This will be the most straightforward process, provided it is returned within 30 days.

*Please note:

To qualify for a return/refund, your item must be in the same condition that you received it, unworn, unused, with tags, and in its original packaging. Before shipping your items, you’ll need to send us the receipt or proof of purchase to sales@supportdentalcare.com with a few photos of the products to identify them when they arrive. Please see our refund policy for more details.

Do I have to pay for returns?

Yes, Please note that we don't offer shipping labels nor cover the cost of the shipping for the returned items when the customers send them to us. You will need to cover the cost of shipping the item(s) back to the Support Dental Care parcel collection address mentioned in the refund policy.  Returned items will need to be sent to us for quality check and improvement and to communicate with the manufacturer to initiate the full refund.  

How long does it take for my return/exchange to be processed?

We don't offer return/exchange, but for a more easier process, we will fully refund you to make a new separate order. We will notify you within 72 hours after receiving your returned order for inspection and let you know if the refund is approved. The process might take up to 10 business days for the full refund to appear in your bank account after our confirmation email.  please order your preferred new size/colour again as a new order, we offer FREE shipping to all items worldwide, and you don't need to contact us again to make the new order. The refunded fund will go to your original payment method within ten business days. We don't redirect the refund to another payment method other than the one used to buy the product in the first place. Please remember it can take time for your bank or credit card company to process your refund. If more than 15 business days have passed since we approved your return, don't hesitate to contact your bank, credit/debit card issuer, PayPal or merchant (eg. Afterpay) directly first. We will always be here to help if you need support at: support@supportdentalcare.com.

 

Is Support Dental Care products shipped to all countries? 

Although we offer shipping worldwide but unfortunately we don’t ship to some countries because of legal restrictions or shipping carrier limitations. 

The list of restricted countries may change depending on world events, but for now, we don’t ship to the following destinations: 

• Crimea, Luhansk, and Donetsk regions in Ukraine
• Russia
• Belarus
• Ecuador
• Cuba
• Iran
• Syria
• North Korea 

Please note, that Russia’s war in Ukraine severely limits shipping to Ukraine. For now, we can only ship products fulfilled in our Latvian facilities.

Due to the impacts related to the Covid-19 pandemic and other unrelated service disruptions, our shipping carriers also don’t offer international shipping to the following countries (last updated on 22 Mar 2023:

• Afghanistan
• Bhutan
• Brunei
• Chad
• Laos
• Libya
• Mongolia
• Samoa
• South Sudan
• Timor-Leste
• Turkmenistan
• Yemen

The list of countries where our shipping carriers don’t offer international shipping may change. Please keep checking this page for update before ordering if you live in any of the above countries.

 

 

 

 

 

PAYMENT FAQs

 

How secure is your payment?

Now we are getting very serious. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable. It also utilises fraud detection ability. Your privacy and security are our highest priority.

What payment types do you offer?

- We accept a wide range of payment methods like old-fashion methods, such as debit/credit cards (Visa/Mastercard/American Express).  

- We are also in the process to add and continually monitor third-party payment providers for customers to pay online without using their credit card, like PayPal, Google Pay and Apple Pay as well as cryptocurrency.  

- We will offer Afterpay and ZipPay payment plans for Australian customers only. Please note: Payment methods will be continuously updated, enhanced, added or removed based on our internal decision. Do you have payment plan options? We have two payment plans available. You can select from either Afterpay or ZipPay, provided you are in Australia.

*Please note:

 - These are separate companies from us, and you will need to create an account with any of them first.

- We will continuously update, add or remove third party payment system, so please keep an eye on our website for any update.

How can I use a discount code?

Yiiiiiy, it's on sale - you're saving money (or at least, this is what is running in our mind when we see something on sale). You can use your discount code by heading to the checkout page; there will be a box for you to enter your discount code

- Don't forget to click "Apply" to activate it! This is before the payment page, so you can see how much you will save.

*Please note:  

- Only one discount code can be used per order.  

- If you are buying multiple items that have separate discounts or discount codes, we recommend placing separate orders, or this might create an issue while calculating the total on the payment page.

I forgot to use my discount code! What should I do?

Ohhh, don't tell me you forgot to add that unique discount code before you pay for your Support Dental Care products !!. Unfortunately, because we run an automated system, we can't reverse it. But we promise to do some testing to see what alternative solution can be done to overcome this issue when it happens in the future for our customers.

CONTACT US FAQs

I need help with my order; what should I do?

Don't worry; our Support Dental Care team is here to help and jump to action! Please don't hesitate to contact us if there is any issue, and to help resolve things quickly; we request you to include as many photos/screenshots as possible so we can help identify what has happened.

I need to cancel my order! What should I do?

These things happen; it's ok! At least we want to thank you for choosing us. Even if you cancelled today, we still would love to see you back, supporting our mission & telling others about us.  Please email us immediately with the subject line CANCEL MY ORDER with the order number and the shipping address, and we will do our best to assist you with your request and reverse it before fulfilment.

But if it was already manufactured or fulfilled by our fulfilment partner, you will need to go through our returns & refund process. As we run an automated system for fulfilment, most of the time, an order will be processed before the team can change it. Unfortunately, we cannot guarantee any changes apply to the order after the order is placed, so please select your items carefully.

How do I contact you? and when should I expect a response?

- You can send us an email at: sales@supportdentalcare.com.  

- This also allows us to keep an electronic record of your issue to help you to the best of our ability.  

- Yes, our head office is in Melbourne, Australia, but we sometimes need more time to respond and solve your issue correctly because we have minimal staff.  

- Our average response time is 48-72 hours, but it can be longer during sales seasons or special occasions, and we aim to respond even faster.

- We’re only human, so please be patient as we work as quickly as possible to get back to you. We promise we won’t leave you waiting alone for a long time!

How can I give you some comments or provide feedback?

We would love to hear your thoughts, suggestions and tips to improve.  We are a business with a mission; believe me, we need each other more than you think in this life!! We are so happy about the stories we received that changed someone's life, relieving dental pain or raising awareness about dental care in the local school. These stories warm our hearts !! We want to see our Support Dental Care fascinating in the community!!  If you have any feedback for us, please feel free to email us at info@supportdentalcare.com.

Where are you located?

Our Support Dental Care Head Office and Customer Service team are located in Melbourne, Vic, Australia. Your SDC brand starts its journey out into the wide world from our multiple fulfilment centres across the globe based on your geographic location and item availability at the nearest fulfilment centre to you; we run an automated system, so everything is organised for you :)

*Please note:

Our SDC HO is not a retail store; we hold no stock or offer collection at the fulfilment centres. We are only available online to reduce carbon emissions by lowering overproduction or mass production. So we create the products at the point of sale, brand new just made especially for you, isn't that cool :).

How does the Emailing list work? And what should I expect after signing up?

Wooo, do you want some fun news about our products or attractive discount codes? Yeeey! You can sign up for our mailing list by registering through the pup-up messages, at the bottom of the page or after purchasing or simply by emailing us at sales@supportdentalcare.com and asking to jump on board. Remember, You can always unsubscribe or request fewer emails by going to the bottom of our email and clicking the ‘unsubscribe me’ link - (we’ll miss you though!). GIFT

CARDS FAQs

How do I send a Support Dental Care Gift-Card as a Gift?

This will be the perfect Gift for someone picky!! We are here to make your life easier. To send a Support Dental Care Gift Card directly to someone and make it unique, press 'SEND AS A GIFT' and enter the recipient's information and a personalised message. If you're ahead of the game and are preparing for a later date, select the day you would like the Gift Card to be sent to the lucky recipient. Once the recipient opens the Gift, a message will be sent to you to let you know that it has landed with them safely; woooow, that sounds cool :)

Please note:  

- Gift cards are non-refundable and can't be purchased with a discount code !! But don’t worry, the recipient can use a discount code when redeeming their Gift Card !! Yeeeeey - We are testing this feature continuously and will update it regularly and increase its value with time.

Can I buy Support Dental Care Gift-Card using a discount code?

No, But don’t worry, the recipient can use a discount code when redeeming their Gift Card !! Yeeeeey Please note:  

- Gift cards are non-refundable and can't be purchased with a discount code !!  

- We are testing this feature continuously and will update it regularly and increase its value with time.

How do I redeem The Support Dental Care Gift-Card?

After choosing the best option to buy, add it to your cart as usual and enter the GiftCard Code where indicated at the checkout step before you pay for it to complete your purchase. So easy, right :)

- We are testing this feature continuously for you.

What happens if I don't spend the total value of the Gift-Card on my first order? Or do I have to?  

Don't worry! You don't need to spend the total Gift Card value in one go (even though it may be difficult not to, right ;). Any balance remaining on the card can be used the next time, but it must be used before the card expiry date. Easy right :) 

What is the process to Refund, Exchange and Cancel Gift-Cards?

Ohh, dear, you came here! So this is very important for you to know :)

- Cards cannot be refunded for any reason (as once the code is generated, it is generated!)

- Cards cannot be replaced or refunded if lost, stolen, altered or sent to the wrong email address.

- We can't regenerate your gift card to resend you a copy of it; it is only private to you or to whom you sent it.

Please keep it safe. - Unfortunately, balances remaining on the card at expiry cannot be refunded or retrieved.

Can I use more than one Gift Card at the same time?

Wow!! That sounds good,!!  Of course, you can. You can use an unlimited number of Gift Card codes for your orders.

What if the Hoodie I was planning to buy costs more than my Gift Card value?

Ohh, dear, you are so close, but don't worry!! The Gift Card can be used up to its value, and the remaining balance can be paid with another payment type, so easy !! Give it a try!

Can I top up my Gift Card if I don’t have enough credit on my Gift Card to buy the item I want?

Ohh dear, Unfortunately, Gift Cards can’t be topped up!

How long are Gift Cards valid for? What happens if there’s a balance left on the card when it expires?

It's valid to be used on our website for three years from the date of purchase, so you have time to think before you buying. But remember three years can go in a blink of an eye these days!!

Please note:

- Cards cannot be refunded for any reason (as once the code is generated, it is generated!)

- Cards cannot be replaced or refunded if lost, stolen, altered or sent to the wrong email address. - We can't regenerate your gift card to resend you a copy of it; it is only private to you or to whom you sent it.

Please keep it safe. - Unfortunately, balances remaining on the card at expiry cannot be refunded or retrieved.