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FAQ Categories

General Account Questions

Provider Registration

Patient Registration

Order Process/Purchase

Subscription Management

Protocols

Shipping/Billing

Contact Information/Policy

Avalara tax compliance software

 

Questions & Answers

 

General Account Questions

How do I access my dashboard?

In the upper righthand corner of the screen, click on the person icon to access your account menu. Under that drop-down menu, click on “Dashboard”.
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What account information can I edit?

You can edit your phone number, position title and clinic name.
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What patient account information can I edit?

You can edit first name, last name, phone number and shipping address. However, you cannot edit patient email addresses or payment methods.
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Where do I go to change my password?

Providers and patients will both find the link to "Change Password" under the "General" tab of their respective dashboards.
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Shipping/Billing

When will OrthoPacks ship?

Products that are in stock and ordered before 5pm CT will ship in two to four business days. Products that are in stock and ordered after 5pm CT will ship in three to five business days.
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Can I track the package after the order has been shipped?

Once the order is processed and shipped, you will receive an email confirmation including the USPS tracking number. You will be able to track your order on the USPS website using this tracking number.
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What is the standard shipping fee?

There is no shipping fee on OrthoPacks orders.
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Will I receive a notice prior to shipment?

Yes, you will receive a notification prior to each shipment.
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Will I get an invoice for each order?

Yes, you will receive an invoice for each order that you submit once the order has shipped to the patient.
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How does my patients’ billing information get entered?

Patients will need to login into their OrthoPacks patient account and choose “My Account” from the dropdown menu. From there they can go to “Payment Billing” and add a credit card. Providers can also send pending orders to patients to complete in their dashboard or via e-mail which will require the patient to add a credit card to complete the order.
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Contact Information/Policy

Who can I contact for help with my web account?

For questions regarding your website account please contact Customer Service at (800) 332-2351 or email [email protected].
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Who can I contact for help with my patients' web accounts?

Please contact Customer Service at (800) 332-2351 or email [email protected].
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What can I do if I lose my login or password, or my patient loses their login or password?

You are able to reset a lost or forgotten password by going to the “Login” link on the OrthoPacks website and then clicking on “ Forgot your password?
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How can I contact my local Sales Account Executive?

If you need contact information for the Sales Account Executive in your region, please reach out to us at (800) 332-2351 or [email protected].
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What are customer service hours and contact information?

Hours:

Monday: 7am - 7pm CST
Tuesday: 7am - 7pm CST
Wednesday: 7am - 7pm CST
Thursday: 7am - 7pm CST
Friday: 7am - 7pm CST
Saturday: Closed
Sunday: Closed

Contact Information:

Email: [email protected]
Phone: (800) 332-2351
Fax: (800) 476-4664
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What is your return policy?

OrthoPacks are individualized products based on each patient's unique needs. Due to this personalization, Ortho Molecular Products will not accept returns for these items. If you receive an item that is damaged, please follow the directions below:

If a damaged package is received, please save the original box and all of the contents. Please contact Customer Service as soon as possible. Claims for defective or damaged product must be made within seven days of receipt of product(s).
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Avalara tax compliance software

What is Avalara?

Avalara is a tax compliance software that Ortho Molecular Products partners with to calculate the appropriate sales tax due per order. Additionally, Avalara provides various reports to summarize sales tax collected for ease of filing and remittance.
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Do I, the provider, need to have an Avalara account?

Yes, an Avalara account is necessary to calculate the appropriate sales tax due from your sales to patients.
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Do I need to set up my account in Avalara?

No, Ortho Molecular Products will complete the initial setup of your account. An email from Avalara will be sent with your login information upon OrthoPacks account approval.
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What if I misplaced the login email or never received one?

Go to avalara.com, select “Sign in” in the upper righthand corner, enter the email used to register with OrthoPacks as your “Username,” select “Next,” and select “Forget password?” to reset your account password.
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What is required to exempt my wholesale purchases as part of this program?

We need the appropriate sales tax exemption documentation to remove your sales tax liability. Exemption documentation can be uploaded on the OrthoPacks website under “Sales Tax Exemptions” once logged into your account. You may also email your documentation to [email protected].
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How do I receive the sales tax charged on my patients' orders?

The sales tax amount is included in the funds deposited by the payment processor into your bank account.
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How do I know the amount and state, county or city I collected sales tax for remittance?

Avalara offers various reports that summarize and detail the sales tax collected. You are responsible for running the reports using the instructions found here or under the How-to section.
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How frequently does sales tax need to be filed with the state?

The frequency of your sales tax filings and payment remittance is determined by the jurisdictions in which you are responsible for filing. This information is provided upon registration with the state. If you are unsure, we recommend working with your business tax accountant or the jurisdiction directly as filing frequencies vary.
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What if I sell to a patient in a jurisdiction that I do not have nexus in?

Sales tax will not be collected from the patient and the sales tax will be charged to you, the provider, on the wholesale portion of the transaction if exemption paperwork is not on file.
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I have more questions about collecting, filing and remitting sales tax. Who should I contact?

We recommend speaking to a vetted sales tax expert or your business tax accountant. We are unable to provide any tax guidance for your business.
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Provider Registration

Will I be notified if my account is approved?

Yes, you will receive a confirmation email.
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Do I need to have an account with Ortho Molecular Products (orthomolecularproducts.com) to place an order on OrthoPacks.com?

No, you do not need an Ortho Molecular Products account to purchase OrthoPacks. However, you will need to register for an OrthoPacks account at Provider (orthopacks.com). Once your registration is approved, an account will be established for you.
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Do I need to have an account on OrthoPacks.com to place an order?

Yes, you can register for an account at Provider (orthopacks.com).
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Why am I required to complete "Merchant ID Information" when I register?

OrthoPacks.com allows you to create a merchant ID so that your patients can pay you directly for OrthoPacks orders. The questions in the "Merchant ID Information" section initiate the process of obtaining approval by our financial partner, FISERV.

After the registration form is submitted, you will be contacted by FISERV to complete a short application to obtain your own merchant account.

Ortho Molecular Products will cover all monthly and miscellaneous fees associated with the application and ongoing membership for the Merchant ID. Approval emails relating to the Merchant ID application will be sent from “CardPointe.” Please check your junk mail folder if you do not receive this communication.
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Do I need to have an account with any other vendors?

Yes, you need to have an Avalara tax compliance account.
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What are the financial requirements for OrthoPacks?

A tax exemption form is required for this program. Final approval will be granted after the Merchant ID process is completed and the tax exemption form is verified to be on file. You will receive an email indicating final approval of your account.

  • The monthly portal minimum will be $1,500 in retail transactions.
    • If the monthly minimum is not met, you will be charged a monthly service fee of $75 for that month.
    • Monthly portal sales will be calculated on the last day of each month (or the next business day if it falls on a weekend) and your default credit card will be charged the service fee, if applicable.
    • The minimum portal sales requirement will take effect three (3) months after enrollment. Month 1 is of this requirement is the first full month after enrollment (for example, if you are approved on 9/25/2023, Month 1 is considered 10/1/2023).
  • You can terminate your enrollment in the program without penalty at any time.

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How long will it take for my account to be approved?

Once approved, your account is available immediately. The approval process is typically completed within three to five business days.
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Will I receive a catalog or price list once I sign up?

Yes, upon registration you will receive a welcome packet that includes a catalog and price list, as well as contact information for your local Sales Account Executive.
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What type of licensure is required to qualify for an account?

Ortho Molecular Products produces and distributes dietary supplements and nutritional specialty products which are intended for use by patients under the professional supervision of a state licensed health care practitioner, i.e. medical doctor, pharmacist, chiropractor or naturopathic doctor.
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How do I unenroll from the OrthoPacks program?

If you would like to unenroll, please call Customer Service at (800) 332-2351 or email [email protected]. One of our representatives will email you the Fiserv/CardPointe cancellation form, which you can then fill out and submit to Fiserv via email at [email protected]. Please note that when you unenroll from the program, any active subscriptions will be discontinued and your OrthoPacks login will be deactivated. Your patients’ dashboard logins will also be deactivated.
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Patient Registration

How do my patients register for OrthoPacks?

Your patients can register for OrthoPacks in three ways:

  1. Receiving the invitation link via email to sign up for OrthoPacks. This will direct them to OrthoPacks.com/Registration/Patient with your provider registration code and the patient’s first name, last name and email address prefilled. The patient will need to complete the remaining fields.
  2. Obtaining your provider registration code and then visiting OrthoPacks.com/Registration/Patient  to complete the required fields in the registration form.
  3. The provider can also complete the registration form on the patient's behalf. The provider will need to create a temporary password that the patient can update after logging in.
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How long is the approval process for patients?

Patients are immediately approved to login to their dashboard on OrthoPacks.com
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Order Process/Purchase

Which credit cards do you accept?

We accept American Express, Discover, Visa and MasterCard.

Regarding payment with an HSA card, please contact your plan administrator regarding the eligibility of your purchase due to the personalized nature of our packets. Some cards may need to be registered as a credit card before being used online. If your card declines and your purchase is HSA eligible, contact your plan administrator to discuss your HSA plan reimbursement options and use a different payment option if available.
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Who can order OrthoPacks products?

OrthoPacks are only available through state-licensed health care professionals. If you are a patient and are interested in OrthoPacks, please consult your health care provider.
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How long do items stay in the cart?

Items in your cart will remain for 24 hours.
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Is there a minimum order?

There is no minimum order required for purchasing OrthoPacks.
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Do providers need to make the purchase for the patient?

The provider needs to create the order but they have the option to "Purchase" or "Send to Patient". Sending the order to the patient allows them to review and accept the order prior to purchasing. They can also select their shipping address and credit card.
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What happens if a patient declines an order?

If a patient declines an order, It is removed from the patient dashboard. The provider will be notified it was declined and have the option to resend.
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How does a patient complete an order?

A patient completes an order by accepting the order sent by the provider, choosing their shipping address and credit card, and confirming the purchase. Please note that once an order is sent to a patient, the patient has seven (7) days to complete the order.
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How many total packs can I create per order?

You can create up to 32 packs per order.
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Can I see the price per capsule/tablet of each formula?

No, you will only see the total price of the order.
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Subscription Management

Can I cancel a subscription?

Yes, you can cancel a subscription within 24 hours of the next scheduled 28-day order processing date. Once a scheduled 28-day order has been processed, it cannot be cancelled.
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Can I change the credit card and shipping address used for subscriptions?

You can edit/add patient addresses, but you cannot make any changes to payment methods. The updates must be made at least 24 hours before the scheduled 28-day order is processed.
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Can my patients update their credit card to be used for OrthoPacks subscriptions?

Yes, the patient can specify one card and one address to be their default. The updates must be made 24+ hours before the scheduled 28-day order is processed.
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What actions, if any, are available on a cancelled or expired order?

In this scenario, the only option is to reorder.
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Can I skip consecutive shipments?

Yes, you can skip consecutive shipments. However, you must wait until the initial skipped shipment processes before skipping the next shipment.
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Is there a limit to the number of times I can skip a shipment?

No, you can skip as many shipments as needed.
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What is the timeframe for skipping an order?

Skipping can be done up to 24 hours prior to shipment processing.
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When is the latest I can make changes to my subscription before it ships out?

Order changes can be made up to 24 hours prior to shipment processing.
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Protocol Questions

What are the Trending Protocols?

Trending Protocols are designed by our team of clinical experts and physicians. They address common health concerns and are based on the latest research. You add them as-is to your patients orders or edit and save them as a new protocol. After saving, they will be displayed under "My Protocols" with an asterisk.
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Who makes the Trending Protocols?

Trending Protocols are designed by our team of clinical experts and physicians.
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Can I assign or edit a Trending Protocol?

You must save a Trending Protocol to your protocols list before you can assign or edit it.
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How many Trending Protocols will be available at a time?

Typically, five protocols will be available at a given time, and they will be updated by our team as new research and health concerns arise.
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How many protocols can I save to my protocols list?

You can save up to 20 protocols.
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