Frequently Asked Questions (FAQs)


Where is my order?

You may track your customised NobelProcera orders 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.

To track all other orders, please contact customer support on (852) 2823 8926.

Will my order ship today?

Orders placed before 3:00 PM will have in-stock items ship the same day. Orders placed after 3:00 PM 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 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 (852) 2823 8926.

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

If the address needs to be added immediately, please call (852) 2823 8926. 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 (852) 2823 8926.

What are my shipping options?

All shipments are sent with Local Courier to be delivered on the following day in Hong Kong areas. For urgent deliveries, please call Customer Service on (852) 2823 8926 for assistance.

How much does shipping cost?

All shipments are sent via Local Courier at zero cost within Hong Kong area.

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 (852) 2823 8926 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.


How do I pay an outstanding invoice?

Navigate to MyAccount. In the Pay Invoices section you may search all outstanding invoices.

To pay by cheque, mail to :


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

Be sure to include your account number and any specific payment instructions with your cheque.

To pay by direct deposit to our designated Bank Account:
Bank : Deutsche Bank AG, Hong Kong
Account Name : Nobel Biocare Asia Ltd.
Account Nr. : 0024604-00-0
Bank Code : 054
Branch Code : 895

For more information, our Accounting department can be reached on (852) 2823 8936 or email to

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 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 exchange process by calling customer support at (852) 2823 8926 and providing the reference and lot numbers of the items to be returned.

What items are eligible for return or exchange?

All exchanges must be made within one (1) year of invoice date. Returns will need to be in original condition, in unopened packaging. Packages with writing, scratches, staples or marks are unable to be resold and will therefore not be accepted as a return. We urge that care is taken in packaging items before returning them to Nobel Biocare.

Can expired products be returned / exchanged?

No. All returns/exchanges require at least 12 Months expiry.

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 Customer Service department.

Can I return items purchased as part of a promotion?

Products tied to a special promotion may not be returned for a credit. An exchange for the same or lower value will be offered.

How do I get returned products back to Nobel Biocare?

To process a credit for exchange, please contact Customer Service to inform the exchange is required stating: product code(s), lot number(s), quantity and reason for return.
Within 1 day we will arrange the Local Courier for collecting the return product(s). All the package of the return product must be un-tampered with i.e. intact with any seals unbroken and the product(s) inside must not have any visible defects. Nothing must be written or taped on the label / package.

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.

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 (852) 2823 8936.