Frequently Asked Questions (FAQs)

Orders

Where is my order?

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

Will my order ship today?

Orders placed before 15:00 will have in-stock items ship the same day. Orders placed after 15:00 will have in-stock items ship the next business day.

How can I check my order status?

Navigate to My account and select My Orders. The status of each order will be displayed 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 My account menu.

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 My account.

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 39 40 48 46.

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

If the address needs to be added immediately, please call 39 40 48 46 and a customer support representative will assist you in adding the address. Otherwise, address additions can be requested in the My account section under My profile.

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

Please contact customer support at 39 40 48 46.

What are my shipping options?

All shipments are sent via UPS or DHL depending on the region. Our shipping options are as follows:

  • Overnight by end of Business Day *may vary depending on region
  • 2nd Day Delivery by end of Business Day *may vary depending on region

How much does shipping cost?

Current shipping rates for order placed online are:

50 DKK - UPS Express Saver
FREE - UPS Standard

Note: Shipping charges are subject to change without notice.

If I choose 2 Day shipping, when will my order arrive?

In most cases the schedule for 2-day shipping is:
Today is - Package arrival
Monday - Wednesday
Tuesday - Thursday
Wednesday - Friday
Thursday - Monday
Friday-Sunday - Tuesday

Please keep in mind that holidays and events outside of Nobel Biocare's control can affect delivery (adverse weather conditions, carrier delays, etc.).

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 39 40 48 46 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 My account. In the My Invoices section you may select and pay outstanding invoices using a credit card by selecting the Pay invoices option.


For more information, our Accounting department can be reached at 39 40 48 46 option Finance.

How can I get a copy of an invoice?

Invoices can be viewed, downloaded, or printed from the My invoices portal in My account. 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 nordicsupport@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 39 40 48 46 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?

Return of goods as a result of mistakes made by Nobel Biocare Nordic. The customer shall not be debited extra cost in those cases where Nobel Biocare Nordic is responsible for the return.

Returns within 60 days are accepted if there is an exchange order of equal or greater value

Also Special Products, Spare parts and Expired Products can be returned within 60 days of delivery if there is and exchange order of equal or greater value.

Creos xeno.protect membranes can not be returned and/or exchanged.

Returns after 60 days will not be accepted.

In any case the products with no original or damaged packaging will not be accepted.

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.

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.

When paying your invoices within the OnLine store you can mark the creditnote together with the invoice to be paid to use it.

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 Danmark A/S
Postboks 59
3400 Hillerød

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.
Paypal accounts may also be used online.

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 39 40 48 46.