FAQ

Remakes and Conditions

We offer a 5-year warranty for fixed restorations, and 1 year for removable restorations. In most cases, we can repair or remake it for free. However, we may have to re-charge again under the following circumstances:
  • If the restoration is caused by incorrect fitting, misuse or accidents.
  • If the old restoration is not returned to us.
  • If teeth are prepared and a new impression is sent to us.
  • If the shade is different from the original
  • If the restoration material changes.
  • If we request a new impression, but you still ask to go ahead.
  • If the original design is changed.

Ways to reduce remakes

  • During fabrication, we will send emails, along with photos, to help communicate, if there is any question about the cases.
  • Please send us precise impressions. We may have to request a new impression,if we think the impression is problematic.
  • Please provide clear handwriting of prescriptions.
  • Please provide detailed instructions.
  • Please send us drawings if you require special designs.
  • If possible, don’t send alginate impressions. Please pour stone models before shipment.
  • Please properly pack your impressions and models, in order to keep them in good conditions.
  • Please make bite registrations with silicon material, NOT wax.

Turnaround Time

  • For most cases, we offer a 10-day turnaround time. Please check our full Turnaround Time for details.
  • For less frequent shipments, we suggest dentists to allow a 15-day turnaround.
  • For question cases, the production time could be extended.
  • Routine inspections in Customs could happen, even though it is infrequent. And we will not be responsible for the related turnaround delays.

Shipping Cost

  • You always pay for shipping boxes to us.
  • We pay for shippingback, if each invoice reaches a certain amount.
  • When shipping packages to us, you are allowed to use our UPS, DHL, FedEx account, which can help you save shipping costs, due to our better discounts

Refunds and Conditions

  • If your cases are remade for the second time, you canask for full refund.
  • Full refund is available, if the old restoration and accessories are returned to us.
  • We handle remakes/refundson a case-by-case basis, if the remakes/refunds result from production errors.
  • Any refund or damages shall be limited to the amount of the invoice.
  • We will credit your account in your next invoice, or refund by PayPal.

Payments

  • We accept payment by PayPal and Bank Transfer.
  • We will NOT pay for PayPal or Bank handling fee.
  • We will send finished work AFTER full payment is made under any circumstances.