Frequently Asked Questions (FAQs)

Orders

Where is my order?

You may track your package by navigating to the Order history. The tracking link, if available, can be found on the right of the page.

Will my order ship today?

Orders placed before 16:00 PM will have in-stock items ship the same day. Orders placed after 16:00 PM will have in-stock items ship the next business day. Delivery time is two business days from shipping. 

How can I check my order status?

Navigate to My orders in My account portal. The status of each order will be dispalyed 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 here

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 service at 030 635 49 49.

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

If the address needs to be added immediately, please call 030 635 49 49 and a customer service representative will assist you in adding the address. Otherwise, address additions can be requested in the My Profile section. 

My account is blocked. What can I do to place an order?

Please contact customer service at 030 635 49 49.

What are my shipping options?

All shipments are sent via UPS or PostNL.
Our shipping options are as follows:

  • Standard delivery (2 business days)
  • Express Saver (delivery by end of next business day)
  • Express (delivery by 12:00am of next business day, available in most areas) 
  • Express Plus (delivery by 09:00am of next business day, available in most regions) 
  • Same day Courier (for more information, please contact customer service at 030 635 49 49)

If I choose 2 Day shipping, when will my order arrive?

In most cases the schedule for 2-day shipping is:
Today is - Package arrival
Monday - Wednesday
Tuesday - Thursday
Wednesday - Friday
Thursday - Monday
Friday-Sunday - Tuesday

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 030 635 49 49 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.

I can't find the product I'm looking for, what should I do?

If you can't find a product in the Online Store, it could be a 'special product'. These special products are sold as a special service, but are no longer part of our product portfolio. You can still order these products by phone. Call customer service at 030 635 49 49. 

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 030 635 49 48. 

How can I get a copy of an invoice?

Invoices can be viewed, downloaded, or printed from the My invoices portal. 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 info.netherlands@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 030 635 49 49 and providing the reference and lot numbers of the items to be returned. Please be informed about our Warranty.

What items are eligible for return or exchange?

Items can be returned within 30 days of the delivery date, provided the return conditions are met.

Items can be exchanged for products of equal or greater value within 12 months of the delivery date.

Items may be returned/exchanged provided they are unopened, unmarked, undamaged, and unaltered.

Our regenerative solutions are not eligible for return or exchange. Find more information about returns in our Terms & Conditions

 

Can expired products be returned / exchanged?

No, return or exchange can only be granted for products that are at least within 3 months before expiration date. Find more information about returns and exchanges in our Terms & Conditions

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.

Payments and methods

How can I pay for my order?

Eligible customers will see the Payment on invoice option during checkout.

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 030 635 49 48.