Frequently Asked Questions (FAQs)

Orders

When will my order be shipped?

Orders placed before 16.30 will have in-stock items ship the morning after in your mailbox (only on working days and for small parcels). 

My product is on back order when should I expect to receive it?
The estimated delivery dates are shown under each of the products in your cart. 

How can I check my order status?

Navigate to MyNobel and select My orders from the left menu. The status of each order will be dispalyed in the Order history section.

Ordering online

How do I know which other products work with the product I'm buying?

On each product page, suggested related products appear categorized below the product information. Related items can be added to the cart directly from the current page.

Where do I enter a PO number or patient reference?

PO numbers or text to identify an order can be entered at the top of the My Cart page. Some accounts, typically hospitals and universities, require PO numbers as a part of the accounting agreement with Nobel Biocare. A PO number must be added in the shopping cart for these customers.

How do I create my own catalog?

When searching the Online Store or when viewing your order history, you can add products to your catalog by clicking on the Add to my catalog icon.

How do I see what’s in my catalog?

My Catalog can be accessed via the MyNobel menu.

How do I share my catalog?

All of the items in your catalog can be shared with one or multiple parties via email. At the bottom of the My Catalog page, enter the email addresses, separated by commas, of the individuals you'd like to send to. Add a brief message before clicking the Share my catalog button. The catalog should be received within ten minutes of sending.

How do I know that my order is confirmed?

As soon as you have completed the order process, the confirmation page appears. This page shows all of your order details (which will also be emailed to you), including the order number and product details. In addition, you can access your orders online within MyNobel.

I’ve just placed my order. How can I add or make changes to it?

Once the order has been placed you can no longer make any changes online. Should you need changes to be made, please contact customer support at +32 (0)2 467 41 70.

What if the address I want to ship to is not listed?

If the address needs to be added immediately, please call +32 (0)2 467 41 70 and a customer support representative will assist you in adding the address. Otherwise, address additions can be requested in the MyNobel section under Account Management > My profile.

My account is blocked. What can I do to place an order?

Please contact customer support at +32 (0)2 467 41 70 or by email: order.belgium@nobelbiocare.com.

How much does shipping cost?

You pay 50% less shipping costs for orders on the Online Store (€ 4.75 instead of € 9.50). Freight cost are offered for orders above € 250 incl. VAT (instead of € 500) .

Note: Shipping charges are subject to change without notice.

Product Availability

What is Real Time Product Availability (RTA)?

Real Time Product Availability (RTA) provides you with an estimated availability date for an item based on current inventory levels. The date provided is when the item is anticipated to be in stock in our warehouse. Dates are as accurate as possible, but are subject to change without notice.

Where can I check product availability for an item?

An estimated availability date is shown beneath each item in the shopping cart or checkout. This will provide you with an idea of which items are in stock.

Will I be able to see estimated availability dates if an item is on back order?

An item that is not available today will show the date when it is anticipated to become available in our warehouse. If the product shows as back-ordered but no date is shown, please call customer support at +32 (0)2 467 41 70 for more information.

Will I have to be signed in to view shipping and availability information?

Yes. You must be signed in to track your package and view the relevant order details.

Does checking item availability reserve stock before an order is placed?

No, product inventory is not reserved until an order is submitted during checkout.

Invoices

How do I pay an outstanding invoice?

Navigate to MyNobel. In the My Invoices section you may select and pay outstanding invoices using a credit card by selecting the Pay invoices option.

Invoice payments can be mailed to:
Nobel Biocare Belgium
Roekhout 17
B-1702 Groot-Bijgaarden

For more information, our Accounting department can be reached at +32 (0)2 467 41 70.

How can I get a copy of an invoice?

Invoices can be viewed, downloaded, or printed from the My invoices portal in MyNobel. Simply select Invoice history and filter by the desired criteria. Then click the PDF symbol to the right of the invoice you'd like to see. A PDF file will be downloaded using your browser and can then be saved, printed, or viewed using Adobe Reader which is available as a free download here.

How do I start receiving my invoices via email?

Please send an email with your Nobel Biocare account number and the email address to which invoices should be sent to order.belgium@nobelbiocare.com. Please allow up to 24 hours for changes to take effect.

Returns and exchanges

What is the Return Policy?

Nobel Biocare offers you the opportunity to return Products purchased from Nobel Biocare to the terms and conditions set out in this Return Policy (including expired Products):

1. You may return any prosthetic component from the Standardised Range Products purchased from Nobel Biocare within sixty (60) days from the invoice date of the respective Products.

2. The purchase price for returned Products will be credited to your Nobel Biocare customer account.

3. You may also return Products purchased from Nobel Biocare within twelve (12) months from the invoice date and 6 months validity date of the respective Products against an order of Nobel Biocare products of a value equal or higher than the value of the returned Products. Surgical components such as implants, healing abutments, drills etc may only be exchanged.

4. You may only return Products that are still in their intact original packaging. In particular, the original packaging and the Products may not be damaged, marked, or otherwise altered.

5. Nobel Biocare may modify or terminate this Return Policy at any time in whole or in part. Changes to or the termination of the Return Policy will not affect the return rights granted under this Return Policy for Products purchased prior to the date of the change or termination.

6. This Return Policy sets forth the entire understanding regarding the return and exchange of Products and supersedes all prior agreements and discussions relating to the return and exchange of Products. This Return Policy applies to all Nobel Biocare companies.

Can I return items purchased as part of a promotion?

Items purchased as part of a promotion cannot be returned, only exchanged.

How do I get returned products back to Nobel Biocare?

Returned products must be shipped, at the customer's expense, using a trackable carrier, to:
Nobel Biocare Belgium NV
Zone Maalbeek - Roekhout 17
1702 Groot-Bijgaarden
Belgium

Payments and methods

How can I pay for my order?

Eligible customers will see the Payment on invoice option during checkout.
We also accept MasterCard and Visa.

My credit card was declined. What can I do?

Please verify that the information provided is correct and try again. You may also try processing an additional credit card or call Nobel Biocare Accounting at +32 (0)2 467 41 70.