Frequently Asked Questions (FAQs)

Orders and Invoices

Orders

Where is my order?

You may track your package by navigating to the Order history section of My Orders in the MyNobel 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 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 MyNobel and select My orders from the left menu. The status of each order will be displayed in the Order history section.

Do I need to pay for shipping? And if so, how much?

You can benefit from free Express Saver shipping if you order online.

Ordering online

How do I know which other products work with the product I'm buying?

On each product page, suggested related products appear categorised below the product information. Related items can be added to the basket 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 Basket 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 basket for these customers.

How do I create my own catalogue?

When searching the Online Store or when viewing your order history, you can add products to your catalogue by clicking on the Add to my catalogue icon.

How do I see what’s in my catalogue?

My Catalogue can be accessed via the MyNobel menu.

How do I share my catalogue?

All of the items in your catalogue can be shared with one or multiple parties via email. At the bottom of the My Catalogue 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 catalogue button. The catalogue 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 MyNobel.

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 on 0208 756 3300.

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

If the address needs to be added immediately, please call 0208 756 3300 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 on 0208 756 3300.

What are my shipping options and how much does it cost?

Current shipping options and rates are:

  • £0 - Next day delivery (UPS Express Saver) - only available through the online store.
  • £9.50 - Next day delivery (DHL ECX) - Default service, available through Customer Support only.
  • £30 - Delivery pre noon next business day (DHL Mid Day Express), available through Customer Support only.
  • £100 - Delivery pre 9.00 AM next business day (DHL Start Day Express), available through Customer Support only.

Note: Shipping charges are subject to change without notice.

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

In most cases the schedule for 2-day shipping is:
Day -> 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 basket 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 0208 756 3300 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 MyNobel. In the My Invoices section you may select and pay outstanding invoices using a credit card by selecting the Pay invoices option.

To pay by BACS, contact us by email at finance.uk@nobelbiocare.com.

Invoice payments made by cheque can be mailed to:

Nobel Biocare UK
Accounts Department
3 Furzeground Way
Stockley Park
Uxbridge
Middx UB11 1EZ

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

For more information, our Accounting department can be reached 0208 756 3300 (option 2 to pay, option 3 to trace payment).

How can I get a copy of an invoice?

Invoices can be viewed, downloaded, or printed from the My invoices portal in MyNobel. 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 calling customer support on 0208 756 3300 and providing the reference and lot numbers of the items to be returned. You will be given a Return authorisation number once the return or exchange has been approved.

What items are eligible for return or exchange?

Items can be returned within 30 days of the invoice date.

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

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

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.

How do I get returned products back to Nobel Biocare?

Returned products must be shipped, at the customer's expense, using a trackable carrier, to:
Nobel Biocare UK & Ireland
ATTN: Customer Support
3 Furzeground Way
Stockley Park
Uxbridge
Middx UB11 1EZ

Be sure to write your Return authorisation number on the outside of the package and include it somewhere inside the package as well.

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 on 0208 756 3300 (option 2).