Product Complaint Form - Frequently Asked Questions (FAQs)

Product Complaint Form

How to report a product complaint

For implants, abutments, clinical screws, instruments and tools

At Nobel Biocare we take all product complaints very seriously. Our ultimate goal is to identify the root cause of product failures, implement countermeasures and integrate our learnings into new product developments. In order to do this and to comply with regulatory reporting requirements, we ask you to complete our product complaint form.

To submit a product complaint, please perform the following steps:

Fill in the online product complaint form and press “Submit”.
Open the confirmation e-mail you receive and print out the attached PDF with the complaint information.
Decontaminate the product.
If available, prepare copies of supporting documents (e.g. X-rays/photos along with Patient ID number).
Pack and ship the product with the PDF print-out and copies of supporting documents and ship it to your local customer service or returns department address (see section “Pack and Ship the product” below).

Upon receipt, we will review your complaint and provide a replacement product according to our Warranty Program terms.

Fill in the form

Decontaminate the product

For returns, all products retrieved from a patient must be disinfected and sterilized. Please follow the applicable instructions below:

Disinfection: Use agent intended for manual disinfection, e.g. ortho-phthalaldehyde solution (rinse carefully and do not clean mechanically).
Sterilization:

For USA: Steam sterilization 270°F (132°C) for four minutes when using pre-vacuum method and 15 minutes when using the gravity method. Dry for 20 to 30 minutes when using pre-vacuum method and 15 to 30 minutes when using the gravity method.

For outside USA: Temperature 132°C (270°F), max. 137°C (279°F) for three minutes (up to 20 minutes). Dry for 10 minutes in chamber.

IMPORTANT: A sterilization pouch must be used and the indicator on the pouch should show that it has been put through a sterilization cycle. For products which cannot be sterilized, please follow only the disinfection instructions and insert the applicable product(s) into a sterilization pouch.

Pack and ship the product

Sterilization pouch

Please write the following information on the pouch:

Product description (e.g. NobelReplace xxxx)
Date the issue occurred
Unique Complaint ID as stated in the confirmation e-mail
Patient code

Outer shipping container, with registered e-mail

Name and address of Customer Service or Returns department Nobel Biocare (see address below)
Use a box or padded envelope as shipping container
Label the shipping container as “Decontaminated”

Nobel Biocare is not responsible for lost shipments. Please use a shipment method that allows for shipment tracking.

Contact details and shipping address

If you need further support, please contact your local Customer Service department.

Americas

Canada

Shipping Address:

Nobel Biocare Canada Inc.
9133 Leslie Street, Suite 100
Richmond Hill, ON
L4B 4N1
Canada

Phone: +1 800 939 9394

E-mail: order.canada@nobelbiocare.com

Mexico

Shipping Address:

Nobel Biocare México
Av.Revolución 1267 piso 18
Col Los Alpes
CP 01040
CDMX, Mexico

Phone: +52 55 524 974 60 op 1

E-mail: mexico.cs@nobelbiocare.com

United States

Shipping Address:

Nobel Biocare, USA
Attn: Returns Department
22715 Savi Ranch Pkwy
Yorba Linda, CA 92887
USA

Phone: +1 800 322 5001 ext. 1527

E-mail: us.cs.complaints@nobelbiocare.com

LATAM Distributor Markets

Shipping Address:

Nobel Biocare Nederland bv
FAO: PMS
Industrial Zone Number 7708
Kozakkenberg 4
5951 DL Belfeld
The Netherlands

Phone: +52 5552497460 op 1

E-mail: productcomplaint@nobelbiocare.com

Asia Pacific

Australia

Shipping Address:

Nobel Biocare - Customer Service
Level 4, 7 Eden Park Road, Macquarie Park, NSW 2113
Australia

Phone: 1800 804 597

E-mail: order.australia@nobelbiocare.com

China

Shipping Address:

Nobel Biocare Commercial (Shanghai) Co., Ltd.
6F, Bldg 10, 518 North Fuquan Road, IBP, Changning District,
Shanghai, P.R.C 200335

Phone: +86 21 60158296

E-mail: elaine.yang@nobelbiocare.com

Hong Kong

Shipping Address:

Nobel Biocare Asia Ltd
14/F., Cambridge House, Taikoo Place,
979 King's Road
Quarry Bay
Hong Kong

Phone: (852) 2823 8924

E-mail: Den-NB-HKO-CustomerService@nobelbiocare.com

India

Shipping Address:

Nobel Biocare India Pvt. Ltd.,
Unit No. 702, 7th Floor, A- Wing, Supreme Business Park,
Supreme City, Powai,
Mumbai 400076
India

Phone: 1 800 266 0308/+91 22 6751 9999

E-mail: customercare.india@nobelbiocare.com

Japan

Shipping Address:

Nobel Biocare Japan K.K.
Customer service
13F Gotenyama Trust Tower
4-7-35 Kitashinagawa
Shinagawa-ku
Tokyo 140-0001
Japan

Phone: 03-6408-4188, 03-6408-4182

E-mail: customer.service.jp@nobelbiocare.com

New Zealand

Shipping Address:

Nobel Biocare - Customer Service
PO Box 8641, Symonds Street, Auckland 1150
New Zealand

Phone: 0800 441 657

E-mail: order.australia@nobelbiocare.com

EMEA

Austria

Shipping Address:

Nobel Biocare Österreich GmbH
c/o Mailboxes etc.
Modecenterstraße 22/B3/101
1030 Wien
Austria

Phone: +43 1 892 89 90

E-mail: info.austria@nobelbiocare.com

Belgium

Shipping Address:

Nobel Biocare Belgium NV
Stationsstraat 102
2800 Mechelen
Belgium

Phone: +32 2 467 41 70

E-mail: order.belgium@nobelbiocare.com

Germany

Shipping Address:

Nobel Biocare Deutschland GmbH
Stolberger Straße 200
50933 Köln
Germany

Phone: +49 221 500 85 590

E-mail: info.germany@nobelbiocare.com

Denmark

Shipping Address:

Nobel Biocare Denmark A/S
Milnersvej 43
3400 Hillerød
Denmark

Phone: +45 39 40 48 46

E-mail: nordicsupport@nobelbiocare.com

Spain

Shipping Address:

Nobel Biocare Ibérica S.A.
Servicio de atención al cliente
Josep Pla, 2, Torre BMar 9º
08019 Barcelona
Spain

Phone: 900 850 008

E-mail: atencion.clientes@nobelbiocare.com

France

Shipping Address:

Nobel Biocare France
Service Clients
Immeuble Cap de Seine, 3eme Etage
45-47 Boulevard Paul Vaillant Couturier
94200 Ivry sur Seine
France

Phone: +33 1 49 60 46 00

E-mail: order.france@nobelbiocare.com

Finland

Shipping Address:

Nobel Biocare Suomi Oy
Nahkelantie 160
04 301 Tuusula
Finland

Phone: +358 20 740 61 00

E-mail: nordicsupport@nobelbiocare.com

Hungary

Shipping Address:

Nobel Biocare Magyarország Kft.
Bocskai út 134-146. E/2.
1113 Budapest
Hungary

Phone: +36 1 279 3379

E-mail: info.hungary@nobelbiocare.com

Ireland

Shipping Address:

Nobel Biocare UK and Ireland Ltd
The Bower
4 Roundwood Avenue
Stockley Park
Uxbridge UB11 1AF
United Kingdom

Phone: 1800 677306

E-mail: info.uk@nobelbiocare.com

Italy

Shipping Address:

Nobel Biocare Italiana Srl
Energy Park - Building 03 lato sud
Via Energy Park 6
20871 Vimercate (MB)
Italy

Phone: 800 53 93 28

E-mail: cs.italy@nobelbiocare.com

Lithuania

Shipping Address:

UAB Nobel Biocare
Konstitucijos pr. 26
LT-08105 Vilnius
Lithuania

Phone: +370 5 268 3448

E-mail: rita.rucinskiene@nobelbiocare.com

Netherlands

Shipping Address:

Nobel Biocare Nederland bv
FAO: PMS
Industrial Zone Number 7708
Kozakkenberg 4
5951 DL Belfeld
The Netherlands

Phone: +31 30 635 49 49

E-mail: order.holland@nobelbiocare.com

Norway

Shipping Address:

Nobel Biocare Norway AS
Postboks 782, Krapfoss
1509 Moss
Norway

Phone: +47 64 95 75 55

E-mail: nordicsupport@nobelbiocare.com

Poland

Shipping Address:

Nobel Biocare Polska Sp. Z o.o.
Attn. Customer Service
Al. Jana Pawła II 27
00-867 Warszawa
Poland

Phone: +48 22 395 73 60, +48 22 395 73 61

E-mail: cs.poland@nobelbiocare.com

Portugal

Shipping Address:

Nobel Biocare Portugal, S.A.
Att: Customer Service
Edifício Tower Plaza
Rotunda Eng. Edgar Cardoso, Nº 23, Piso 15
4400-676 Vila Nova de Gaia
Portugal

Phone: 800 300 100

E-mail: customer.service.pt@nobelbiocare.com