Frequently Asked Questions
What is your shipping procedure?
We optimize our couriers to achieve delivering the case by the date that it is due. First, you will submit your case digitally utilizing the “Send Digital Case” tab here on our website, or you can contact us for an easy pickup. We will then take care of shipping so that is one less thing our customers must worry about. You will then be contacted with confirmation, tracking, and any additional case information. Communication is essential so clear updates will be sent until your case delivery.
Are the materials FDA-approved?
Yes, all materials used at HDL are FDA-approved.
What is your fee schedule?
A fee schedule can be provided through email or fax. We encourage all new customers to call us and have a conversation to discuss how we can help you best.
What is your remake policy?
- Our products have a 5-year guarantee per the ADA regulations. HDL reserves the right to charge for the repairs or remake of any appliance returned to us that shows signs of alterations by others, misuse, and or abuse. We can not guarantee restorations, such as mouth guards, repairs, or any changes to the original prescription.
- If the impression is not suitable, but is insisted upon being used, the restoration will not qualify for any guarantee. All dental appliances are custom made and can not be refunded. However, a credit will be issued and applied to your account for any case with problems pertaining to our laboratory work. The original case must be returned before a credit will be issued. In order for cases returned to be redone at no charge, the cases must have the original appliance or restoration with the new impression. If a case is returned for a remake without the original appliance, we will charge your account. Once received, we will credit the amount onto your account balance.
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