If you habve any questions or would like more information about our services, please don’t hesitate to get in touch.
297 Canterbury Rd, Canterbury , Vic. 3126
Frequently Asked Questions
How can I open an account?
An account is opened once we receive your first case. Please ensure the name you want for the account, the address, phone number and email details are on the lab sheet and your account is open.
How long does it take to get appliances made?
Repairs, adjustments and retainers can be done next day after receiving. Most appliances will require 4-5 days in the lab, Complex Aligner cases may need longer. Please allow us as much time as you can and we will always try to get your job back as fast as possible. Rush cases are catered for from time to time.
What format do you accept?
We prefer you to send a scan in .stl format to firstname.lastname@example.org You can also send impressions sealed in a zip lock plastic bag or models wrapped individually with the patients name written on each one.
What is your appliance guarantee?
Our appliances are guaranteed for the life of the appliance (usually 12 months). If it breaks we will repair it free of charge. All appliances are sent on the model so you can check for fit. Guarantee does not cover refitting, addition of components, revamping and resetting screws. Our guarantee does not cover vacuum formed appliances. The guarantee is to repair a broken appliance, not to remake it. Request for remake will be decided by the lab department head.
How do I pay my invoice?
Each case is sent with an invoice. Please keep the invoices to check against your monthly statement. Your monthly statement will be emailed to you at the end of each month. Payment is due in full 14 days after statement date. Payment can be made by direct transfer or major credit cards. We reserve the right to cancel all future credit for accounts that are repeatedly late. If you are in a country other than Australia, credit terms may be different.
Who can I talk to about my case?
We welcome your calls to discuss your cases. When you call the lab ask the receptionist to connect you with the appropriate person to discuss your case. She will know who is best to connect you to.