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Awaiting Order Arrival

How long does shipping usually take?

Processing takes 1-2 business days. Standard shipping is 3-5 business days, and express shipping is 1-2 business days after processing.

How can I track my order?

Once your order ships, you'll get a confirmation email with a tracking number and link to monitor your package's journey.

My tracking hasn't updated in a few days. What should I do?

Carriers sometimes experience delays in scanning. Please allow 48 hours for updates. If it's still stuck, contact us with your order number, and we'll investigate.

What should I do if I haven't received my order, but the tracking says it was delivered?

First, check around your delivery location and with household members. If you can't locate it, contact us immediately with your order number, and we will assist you in filing a claim with the carrier.

Can I change the delivery address after my order has been placed?

We can only modify the address if the order is still in "Processing" status. Please contact us immediately with your correct details. We cannot reroute shipped packages.

Ordering & Payment

What payment methods do you accept?

We accept all major credit/debit cards (Visa, Mastercard, American Express), PayPal, and direct bank transfers for bulk orders.

 

Is it safe to use my credit card on your site?

Absolutely. We use SSL encryption and secure, PCI-compliant payment gateways to ensure your financial information is always protected.

 

Do you offer pricing for bulk or practice-wide orders?

Yes! We provide discounted pricing for bulk purchases. Please contact our sales team directly for a custom quote.

I received an error message after placing my order. How do I know if it went through?

You should receive an order confirmation email within an hour. If you don't, please check your spam folder. If it's not there, contact us, and we can verify your order status.

Can I modify or cancel my order after placing it?

We can only modify or cancel orders that are still in "Processing." Contact us immediately with your request and order number. We cannot cancel orders that have entered the shipping phase.

After sales

Do you provide documentation for product sterility and quality?

Yes. Certificates of Compliance or Analysis are available for applicable products upon request. Please contact our customer service team.

 

Who should I contact for technical questions about a product I purchased?

Our customer service team can assist with basic questions. For in-depth technical support, we can connect you directly with the manufacturer.

What is your warranty policy on dental equipment?

Warranty periods and terms vary by manufacturer and equipment. Please refer to the specific product page or manual for details, or contact us for clarification.

Can I reorder the same products easily?

Yes! Registered customers can access their order history to quickly reorder any previous item. We also offer subscription options for recurring supply needs.

My practice is expanding. Can you help us set up a recurring supply program?

Definitely! We specialize in creating customized auto-ship programs to ensure your practice never runs out of essential supplies. Contact our sales team to set one up.

Refund

What is your return and refund policy?

You can request a return for unopened and unused items in their original packaging within 30 days of delivery for a full refund. Certain items like opened disposables may not be eligible for hygiene reasons.

How long does it take to process a refund?

Once we receive the returned item, processing takes 3-5 business days. Please allow additional time for the refund to appear in your account, depending on your bank or payment method.

 

The product I received was damaged or defective. What should I do?

We apologize for the inconvenience. Please contact us within 48 hours of delivery with your order number and photos of the damaged/defective product, and we will arrange a replacement or refund immediately.

 

Who pays for the return shipping costs?

We cover return shipping if the return is due to our error (e.g., wrong or defective item sent). For other returns, the customer is responsible for the return shipping cost.

I received a refund, but the amount is less than what I paid. Why?

The refund is for the product cost only. Initial shipping fees are non-refundable unless the return is due to a mistake on our part.

 
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