Frequently Asked Questions (FAQs)

Orders

Where is my order?

You may track your package by navigating to the My Orders section 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 3:30 PM CAT will have in-stock items ship the same day. Orders placed after 3:30 PM CAT 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 +27 (0) 11 802 0112.

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

If the address needs to be added immediately, please call +27 (0) 11 802 0112 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 +27 (0) 11 802 0112.

What are my shipping options?

All shipments are sent via courier company.

How much does shipping cost?

All shipping from online store is free up until, that is including orders made on the 31st March 2016.

Note: Shipping charges are subject to change without notice.

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 +27 (0) 11 802 0112 for more information.

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 +27 (0) 11 802 0112 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.

To pay by wire transfer, contact us by email at cssa@nobelbiocare.com.

Invoice payments made by EFT can be mailed to:
nakedi.tsamai@nobelbiocare.com
linette.faul@nobelbiocare.com

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

For more information, our Accounting department can be reached at +27 (0) 11 802-0112.

Navigate to My account. In the My Invoices section you may select and pay outstanding invoices using EFT:

Banking Details
- Absa Bank
- Branch Code: 632005
- Account : 4059231034

Please keep in mind that holidays and events outside of Nobel Biocare's control can affect delivery (adverse weather conditions, carrier delays, etc.).

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 nakedi.tsamai@nobelbiocare.com or linette.faul@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 +27 (0) 11 802-0112 and providing the reference and lot numbers of the items to be returned. You will be given a Return authorization number once the return or exchange has been approved.

What items are eligible for return or exchange?

Items can be returned within 60 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.

Can expired products be returned / exchanged?

Expired products follow the same return / exchange policy as unexpired products.

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:
Unit E105, Yellow Wood Place
Woodmead Business Park
145 Western Service Road
Woodmead, 2157

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