Submit A Case
Our case submission process has been carefully streamlined so you can spend more time with your patients and less time filling out forms. The success of our partnership is directly dependent upon the quality of communication we share. Help us meet your objectives by providing us with as much detail as possible. All of our policies are listed below. You are accepting all policies when you send us a case.
An Rx is required for every case you send us. Download and use this form.
Payment Policy
All accounts are payable within 15 days of the statement date. Our preferred method of client payment is through our Client Portal. We accept checks and all major credit cards. Automatic billing is available upon request with a signed form.
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Unpaid balances over 60 days will require pre-payment for any new work requested until the account is in good standing.
Unpaid balances over 90 days will result in a hold on all work in the process until the account is in good standing. If the balance is not paid within 15 days of the 90-day notice, the amount will be submitted to an external collection agency.
Please note that if returned checks or a Non-Sufficient Funds situation occurs we will charge any fees incurred by our lab from financial intuitions.
We promise to make every effort to bring to your attention any outstanding balances and resolve any billing issues.
Shipping &
Turnaround Time
We know turnaround time is very important for your dental office. The LAB provides a fourteen-day turnaround for a conventional case. The LAB provides a five-day turnaround for digital scans.
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For shipping, when the dental prosthetic is completed, the LAB will process and dispatch your case. Order dispatching is not handled during the weekend hours. A tracking number will be provided to the customers specified email when shipments are in transit. Transit during the holiday season might cause delivery delays. Delivery times are not guaranteed so our apologies in advance for any inconvenience.
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The LAB requires 2 weeks for most custom-made dental appliances to arrive. If technical difficulties occur with an order or a shipping delay occurs your order can take slightly longer to arrive.
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RUSH FEE
A rush fee will automatically be applied to any case outside of our normal turnaround times. Please be advised that the turnaround time is determined based off the day we receive the case in lab. We cannot guarantee any unapproved rush cases.
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Please call the lab for approval before sending. Rush fees start at $50 and are subject to change depending on the case.
Remake Policy
The cost of fabricating custom-made dental appliances cannot be refunded. A credit may be issued by the LAB directly to a customer’s account when cases do not meet our standards for quality, function, and aesthetics. Any credit balance on the account must be used for lab services within 90 days from the date of issue, or it will expire.
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Eligible remakes will be done at no charge if received within the warranty period.
Original model(s) and dental restoration(s) must be returned for credit consideration.
A new case will be billed if a remake is required due to any of the following:
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There is a shade or product change different from the original request
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Lab questioned die, margin, impression, or bite and was advised to complete case
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Lab requested a try-in, customer declined and asked for a completed case
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Abutment required reduction due to undercuts/clearance and/or the teeth were re-prepped
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The partial/ denture fits the master cast
Returns, Refunds and Cancellations
If you are not completely satisfied with your non-custom purchase, please contact us to return or exchange your item(s) within 30 days of the delivery date, with proof of purchase. Note that returns or exchanges are not accepted for custom orders, such as dental prosthetics, which are subject to the the terms of our warranty policy. Items must be in their original packaging, and if a medical product unopened. Upon return, your item will be inspected, and exchanges, credits, or refunds will be issued for the purchase price. Any taxes charged will be refunded in accordance with applicable laws. Delivery fees are non-refundable with the exception of manufacturer defects or transit damage. The LAB reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.
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CANCELLATIONS. For all orders that are canceled prior to items shipping, no delivery fee will be charged, and the item will be credited in full. For special orders or custom orders such as dental prosthetics, all costs incurred by The LAB for the return will be charged or the work completed up to the time of the cancellation will be charged prorated from the initial purchase price.