My Orders and Invoices - Frequently Asked Questions (FAQs)
Orders
Where is my order?
You may track your package by navigating to the Order history section of My Orders in the My Account section of the online store. The tracking link, if available, can be found on the right of the page.
Will my order ship today?
Orders placed before 4:00 PM PT will have in-stock items ship the same day. Orders placed after 4:00 PM PT 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 from the left menu. 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. To ensure that patient privacy is protected, please avoid referencing full patient names. Please use initials only in the PO field.
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 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 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 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 My Account 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.
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 made by check can be mailed to:
Nobel Biocare Canada Inc.
C/O T10453C
PO Box 4687, STN A
Toronto, ON M5W 6B5
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 800-939-9394 option 4.
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 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.
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
ATTN: Returns Dept.
150 Via Renzo Drive, Unit 2
Richmond Hill, ON L4S 0J7
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 800-939-9394.