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Frequently asked Questions

Hopefully we've covered some of the most commonly asked questions below... but if you're still looking for answers then send us an email using the ‘Contact Us’ button on the Home Page.

Due to the vast number of Suture combinations (over 5,000), it's fairly impossible for us to stock and code every option and/or combination.  We have endeavored to stock many of the commonly used Suture types & needles but if you require something which is not listed then please send us an email detailing your requirements. You can do this by using the "Contact Us" on the Home page or email us directly...

Your enquiry will always be acknowledged, our aim is to provide a response 24 hours.  If your request requires us to escalate the enquiry to Katsan, then it may take a few days longer due to the time difference. 

If the products on Order with our supplier, we will have flagged the expected delivery date on the product line.

An expected delivery date will be provided at time of order for Special Stock orders.  

Our system automatically sends an email to confirm receipt of Orders.  If you haven't received this, may we suggest you check your Junk folder to make sure it hasn't arrived in there.  If you do find our mail in this folder, you should mark us (the sender) as a safe sender to avoid it happening next time.

If you can’t find a confirmation email, then Login to your account to make sure the order had definitely been placed.  If you can't find it, sorry you will need to re-enter the order.

Yes... in fact we encourage you to.  Let's face it, a lot of us want to earn Air Points and Reward points, so we've made it easy.  There are no additional fees to pay by Credit Card.  We accept Visa and Mastercard.

We would prefer to despatch orders by courier rather than have personal collections. If you do need to urgently collect stock, then please arrange prior to your arrival.

Yes of course... providing that it hasn't been despatched.  Sorry, but Special Orders or products which have been imported on request cannot be canceled once they have been confirmed.

Yes of course... as long as the order hasn't been sent. We suggest you give us a quick call to make sure the change is made prior to the courier collecting the goods.  Their usual pick up time is 3pm

Orders are despatched by Courier Express using Signature Required tickets on their overnight service.  If you haven't received your order by midday on the following day after despatch, then please contact us as we will need to investigate and if necessary commence a "Track n Trace" on the parcel. 

Basically, we will know within 24-48 hours if your order has truly got lost.  In such cases, we will send a duplicate order with the expectation and understanding that the "lost" goods will be returned to our office/warehouse if they do eventually turn up.  

Sorry, but we are unable to ship to a Post Box as all orders are sent on “Signature Required Tickets” which makes delivery to an office or street address mandatory.  This truly is for your benefit as it avoids couriers leaving parcels in your doorway if they arrive outside your business hours.

Yes... just send us an email requesting a copy.  Please provide the Invoice number or your Order number - copies will be sent to the email address noted on our system unless otherwise stated.