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 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 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 031-335 49 11.
What if the address I want to ship to is not listed?
If the address needs to be added immediately, please call 031-335 49 11 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 031-335 49 11.
What are my shipping options?
All shipments are sent via UPS.
How much does shipping cost?
Current shipping rates are 129 SEK.
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 800-322-5001 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 031-335 49 11.
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?
To initiate a return or an exchange, login to your online account and fill-in the returns form. You can also follow the below link. The service is free of charge.
What products are eligible for return or exchange?
The return policy is 30 days from the date of invoicing of the product. For an exchange, the policy is 730 days (2 years) from the date of invoicing of the product. The total value of the exchange order must be at least equal to the returned value.
Returned products must be in their original packaging, unaltered and unopened. Their remaining shelf life must be at least 6 months.
Returnable products include all Nobel Biocare products, with the exception of:
* NobelProcera® products and models, such as NobelProcera® crowns and bridges, NobelProcera® CAD/CAM individualized abutments, NobelProcera® implant bridges and titanium supra-implant bar-mounted full dentures
* creos™ regenerative portfolio
* SprintRay portfolio
Please note that non-Nobel Biocare components received at our warehouse will be returned to the sender, at the customer's responsibility. This means that the value of the goods will not be insured and therefore will not be refunded if the package is lost in transit by the chosen carrier.
How do I pack and return the products?
The products must be returned in a box sturdy enough to not damage its content. Maintain the products in a thick layer of safety materials, like bubble wrap, so the articles do not shift inside the box during transport.
A return label will be sent to you by email after filling in the online returns form. Print the label and stick it to the front of the box.
Within the next two business days after your request, a UPS courier will come to pick up the package you have prepared. Reach out to Customer Service if you need further assistance.
Please note that damaged products and returns in soft packaging may be returned to the sender, at the customer's responsibility. This means that the value of the goods will not be insured and therefore will not be refunded if the package is lost in transit by the chosen carrier.
Can expired, altered, or opened products be returned or exchanged?
Products with an expiry date of less than 6 months, opened or altered cannot be returned or exchanged.
How does the credit associated with my return apply?
The credit will be applied to your Nobel Biocare account as soon as the products are returned, verified and processed by our Returns Department.
The value for returned products will be based on the original invoice. The value for exchanged products will be based on your current pricing conditions.
Can I return products purchased as part of a commercial offer or a warranty claim?
Products purchased as part of a commercial offer or a warranty claim cannot be returned. They can, however, be exchanged.
Contact details
If you need further support, please contact our Customer Service team.
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 031-335 49 10.