Frequently Asked Questions (FAQs)

Orders

I recently received an e-mail which was returned to me with a message saying my order sent via e-mail was not processed. Why?

According to PCI (Payment Card Industries) Compliance, we cannot accept any emails containing credit card information. The email will be returned to the sender to inform them to either resend without the credit card number, contact customer support, or place the order in our online store.

Where is my order?

You may track your package by navigating to the My orders section of the MyNobel portal. The tracking link, if available, can be found on the right of the page.

Will my order ship today?

Orders placed before 3:30 p.m. EST will have in-stock items ship the same day. Orders placed after 3:30 p.m. EST will have in-stock items ship the next business day.

How can I check my order status?

Navigate to MyNobel and select My orders from the left menu.

Do I need to pay for shipping? And if so, how much?

You can benefit from free Regular Delivery if you order online.

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?

Purchase order 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. If a PO is required, you will be prompted for one before proceeding to checkout.

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 (800) 939-9394.

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

If the address needs to be added immediately, please call (800) 939-9394 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 (800) 939-9394.

What are my shipping options?

All shipments are sent via UPS.
Our shipping options are as follows:

  • Overnight by end of business day
  • Pick up request (for nearby customers)

How much does shipping cost?

Current shipping rates are:
$21.00 - Overnight by end of Business Day
$0 - Pick up

Note: Shipping rates 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 (800) 939-9394 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.

To pay by wire transfer, contact us by email at accountsreceivableUSA@nobelbiocare.com.

Invoice payments by check can be mailed to:
Nobel Biocare
COTX 4010C
PO Box 4590 Stn A
Toronto, ON M5W 7B1

Be sure to include your account number and any specific payment instructions with your check.

For more information, our Accounting department can be reached at (800) 993-8100 option 8.

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.

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 accountsreceivableusa@nobelbiocare.com. Please allow up to 24 hours for changes to take effect.

Returns and exchanges

How do I initiate the return/exchange process?

Please start the return / exchange process by calling customer support at (800) 939-9394 and providing the reference and lot numbers of the items to be returned. You will be given a 'Return Authorization number' once the return or exchange has been approved.

What items are eligible for return or exchange?

Items can be returned within 60 days of the invoice date.

Items can be exchanged for products of equal or greater value within 12 months of the invoice date.

Items may be returned/exchanged provided they are unopened, unmarked, undamaged, and unaltered.

Nobel Biocare Canada Inc. will not accept returns or exchanges of creos regenerative solutions. 

Can expired products be returned / exchanged?

Expired products follow the same return / exchange policy as unexpired products.

How is the credit applied when I return a product?

Credit will be applied to your Nobel Biocare account once the items are returned, verified, and processed by our Returns department.

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 Canada Inc.
ATTN: Returns Dept.
9133 Leslie St. Ste 100
Richmond Hill, ON L4B 4N1

Be sure to write your Return authorization number on the outside of the package and include it somewhere inside the package as well. 

Payments and methods

How can I pay for my order?

Eligible customers will see the Payment on invoice option during checkout.
We also accept American Express, 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 (800) 993-8100 option 8.