FAQ's

Registration and Account

How do I register?

At Gienic, it’s as easy as clicking ‘sign up’. All you need to do is tell us a few simple details, and you’re logged in. For a 30-day account, you can easily enquire with one of the team, and after your first order wth us, you can pay on invoice.

How do I change my password?

Simply navigate to your ‘My Account’, then to ‘Account Details’, and you will find the ‘Password Change’ section. Once completed, save your changes, and your new password will be updated.

Forgotten password?

If you have forgotten your password, click on the ‘Sign In’ button, and then click ‘Lost Password’. You will then be directed to the password reset process. Enter your username and click ‘Reset Password’. We will send you an email with a link to take you to the Reset Password page. Enter your New Password and Confirm Password. Click Reset Password.

How do I change my contact details?

To change your contact details, select ‘My Account’ and then ‘My Addresses’. You can change your Billing Address and/or Shipping Address here. Your Full Name, Email Address or Telephone Number can be changed under ‘Account Details’. Click ‘Save Details’. These changes may take up to 24 hours to take effect.

Why does product visibilty/pricing change when I log in?

We have now opened our standardised pricing across Gienic. When initially viewing the website you will see standard prices across all products, regardless of your account type. Once logged in, your pricing will change in line with your agreed pricing structure and certain products may not be viewable/purchasable depending on your account type. If you wish to increase your access to restricted products, please contact our team on: 1300 00 22 90 or email us at sales@gienic.com.au

Why do I need an AHPRA number for some products?

Under the Australian Health Practitioner Regulation Agency, some medical devices or medicines are regulated and can only be supplied to registered health practitioners, ensuring for the safety of the community, only qualified professionals have access to these items.

Invoices

How do I see my invoices?

Navigate to Account Dashboard, then click on ‘Orders’. Here you will see all relevant order details, and a button for ‘View Invoice’. Once clicked, this will produce a PDF version of your invoice. Alternatively, your invoice will be sent to your registered email address, where, if it is still due, there is provision to pay via the click of a button.

Payment Cards

Which Payment Cards can I use with Gienic?

At Gienic, we not only accept payment from a wide range, but we also cover the additional fees incurred for you!
We accept from the following;

American Express
Visa
Mastercard
Debit Card
Paypal

Orders

Can I add my own order reference?

You can add your own reference, like a PO number, special delivery instructions or questions, in the ‘Order Notes’ Section at the bottom of the checkout page.

How can I pay for my order?

Payments by Credit/Debit Card (all major cards) can be made through our website using your log in details. These payments are securely and promptly processed.

We also accept payment via Direct Debit, electronic bank transfer direct into our bank account, details are listed on your Invoice.

What are Stock Indicators?

At Gienic, we try our best to show you the correct stock status to help you. However, large orders or certain timings may affect accuracy of info provided. There are six categories:

In Stock
Low Stock
Out of Stock: Sorry this product is currently out of stock and is expected in the next two weeks
Out of Stock: Stock is temporarily unavailable and is not expected within the next two weeks
Available to order: Not held in stock, available with additional delivery time
Discontinued: Sorry this product is no longer available

Delivery

How can I track my order?

Yes, all customers that provide an email address upon checkout will receive a tracking number once the order has been dispatched from our warehouse.

How are delivery addresses managed?

Under your account, you have the ability to change/edit both the Billing Address and the Shipping Address. However, these must be changed prior to you placing your order. If you need to change these after placing your order, call 1300 00 22 90 immeadiately to chat to one of the team to update these.

What are the delivery charges?

Gienic offer Free Delivery on orders over $350, otherwise a $28.00 fee on orders below this requirement.

Returns

How can I return an incorrectly ordered or supplied, damaged, or faulty item?

Please see ‘Returns Policy‘ for more infomation.

Bulk Orders

Will I get a discount for bulk orders?

To arrange a special bulk order price, call Gienic to arrange a corporate account to ensure you are getting the best for your clinic.