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 portal. The tracking link, if available, can be found on the right of the page.
Will my order ship today?
Orders placed before 3:00 PM GMT will have in-stock items ship the same day. Orders placed after 3:00 PM GMT 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.
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 +44 208 756 3300 (option 1).
What if the address I want to ship to is not listed?
If the address needs to be added immediately, please call +44 208 756 3300 (option 1) 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 +44 208 756 3300 (option 1).
What are my shipping options?
• UPS Express Saver next business day
How much does shipping cost?
Current shipping rates online are:
• UPS Express Saver next business day – No charge
Current shipping rates offline are:
• UPS Express Saver next business day – 6 EUR
Note: Shipping charges are subject to change without notice.
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 +44 208 756 3300 option 1 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 MyAccount. In the My Invoices section you may select and pay outstanding invoices using a credit card by selecting the Pay invoices option.
Invoice payments must be made by BACS direct through the bank. Details can be found on your invoice.
For more information, our accounting department can be reached on +44 208 756 3300 option 2.
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 finance.uk@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 logging into My Account. At the bottom of My Account page you will find the new form to request your free return. Should you experience any difficulties please contact customer support team at +44 208 756 3300 option 1 and have the reference and lot numbers of the items to be returned, ready.
What items are eligible for return or exchange?
Items can be returned within 30 days of the purchase date.
Items can be exchanged for products of equal or greater value within 12 months of the invoice date.
Creos products & GalvoSurge Dental Implant Cleaning Set can not be returned and/or exchanged. Returns after 60 days will not be accepted.
Items may be returned/exchanged provided they are unopened, unmarked, undamaged, and unaltered.
Please note that non Nobel Biocare components that are received at our facilities will be returned to sender if possible and agreed, at customer liability, meaning value of the goods will not be insured and therefore not be reimbursed when package is lost in transit by chosen carrier.
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. If you require credit back to a bank account please contact finance on +44 208 756 3300 option 2.
Can I return items purchased as part of a promotion?
Items purchased as part of a promotion cannot be returned, only exchanged. This includes kits, providing they are still sealed.
How do I get returned products back to Nobel Biocare?
1. Contact customer Support team via the phone +44 208 756 3300
2. Customer Support will register the material you want to return and the material you want to order in exchange.
3. Put the return material in a box, together with delivery note that we will send you by email.
4. There are two shipping options available:
- Nobel BioCare offers the collection service with UPS: on the working day after your exchange request, a UPS courier will collect your return, which you must have prepared together with the documentation that we will send you in advance by email. The cost of the collection is 7.5 € and will be deducted from the credit note. You will receive your exchange materials 3 to 5 working days after collection (except in distant areas and islands). Track and Trace link of the return shipment is provided to you by email.
- you can choose your usual carrier.
5. Please send your return to the following address:
Nobel Biocare Distribution Center BV
Returns Department
Popeweg 72
5928 SC Venlo
The Netherlands
6. On the day your return arrives at our warehouse, your exchange order will be sent to you.
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 +44 208 756 3300 (option 2).