Returns and Exchanges

RETURN & CANCELLATION POLICY

RETURNING GOODS:

As we understand Buyer's remorse, you can always return your purchased items within 20 days of purchased for a STORE CREDIT.

 These are the policies carefully considered attending all parts involved:

POLICIES 

RETURNING GOODS, require prior authorization ( mandatory RMA # ) by Us Dental Depot or the manufacturer.

      Why ? Because for security reasons we can not hold packages from unknown sender or not expected, therefore packages returned with out a RMA # will be disposed 

All RETURNED GOODS must be :

UN-OPENED / FACTORY SEALED / SELLABLE AS NEW 
Received in our warehouse within 21 days of date the Return request was placed. 
Initiate the RETURN PROCESS on your Customer Account in our website www.usdentaldepot.com  
Follow the steps and the system will guide you through the process

Once you have finished with the CANCELLATION REQUEST, an EMAIL with RMA#, Proper Instructions, in how to prepare and send the returned goods, will be already sent to your email inbox.

All returns must be sent directly to the specified address in instruction mail 

           Product should be returned complete, unused and in its original packaging/condition, and must contain product manual, all   

            accessories, and documentation for refund, replacement, or credit.( Invoice / Proforma ) 

Opened packages : if returns is accepted are subject to 10% of re-packaging fee in all cases

Additional charges may be assessed according with usage, accessories, manuals, Tech control for electric devices returned with signs of damage and/or any missing parts.

Upon acceptance of the merchandise in conformity, the purchase price will be credited to the same credit card used for the original purchase minus shipping costs and the pertinent deductions . 

Return shipping costs are FREE to the customer when it is Shipping Error, wrong item, broken on shipping/ courier or unequivocally warranty. All ther cases are paid by the customer.

If a return label is required at the administration, the cost will be deducted from the final refund.

Some manufacturers charge a % as Re-stocking fee might be charged by manufacturers due to Health code restocking expenses as control, repacking Tests required to sell the product again as new. This amount will depend on manufacturer's policy.

Products must be received within 21 days of RMA issuance.

FOR ORDERS PLACED WITH FREE SHIPPING OPTION ( ITEM PRICE + SHIPPING COSTS INCLUDED IN FINAL PRICE ), REFUND WILL BE DONE ONLY ON THE ITEM PRICE EXCLUDING INITIAL SHIPPING COSTS, PLUS OTHER FEES THAT MAY APPLY .

HOW TO START A RETURN

1)       Go to your online account, & search for your order #,

2)       Select the item you are willing to return.

3)       Click  the button RETURN THIS ITEM . If it is not available, it is because the item was never eligible for returns, or it is over 20 days from invoiced. ( Premium accounts have extended return windows according to the account level )

if it is available, fill the form and you will be contacted by a customer Service manager 

RETURNED ITEMS must arrive to our warehouse before 21 days after solicited the RMA# and request is cancelled

VERY IMPORTANT  

You can also call and process your retrun on the phone +1(954) 874-6325 selecting CUSTOMER SERVICE OPTION, then English or Spanish as you prefer. A  CUSTOMER SERVICE SPECIALIST who is prepared and ready to help you with the process will follow your ticket #.

He will need to complete the same information that you would be asked online, including any special comments / or exceptions that you consider important to report.

SALES REPS are not prepared to process returns, they won’t be able to help you.

Please DO NOT send emails with messages like  “cancel my order”. Many times, your email is different from the one on the account, you have more than 1 order, or your items have been shipped already. This makes the process very difficult, leading to unnecessary mistakes and frustrations.

Follow this link to the RETURN REQUEST FORM

Special Orders and Exceptions:

The following special, customized, or government-regulated items are not returnable:

*  Custom-ordered equipment *   Opened consumables like Gloves for security reasons
*   Products that go inside the mouth once opened ( implants - abutments - surgical instruments - endo files as an example ) 
*   Special order items ( as & not limited to Replacement parts ) 
*   Personalized and/or imprinted items
*   Controlled drugs & PPE ( masks gloves etc ) 
*   Hazardous items: not returnable
*   Expired products
*   Non-resalable items once broken the seal
*   REFURBISHED & OPEN BOXES are NOT RETURNABLE and sold under "AS IS " conditions.

*  Cancellations of items with ETA longer than 20 days, you have 7 days free cancellation window since the order is placed. After that,  a 20% manufacturer's cancellations/returns fee will be aplied in all cases.

CANCELLING an ORDER or an ORDER LINE 

*  You can cancel your remaining order any time 
* Some items are not eligible for cancellation after  confirming your order. ( Drop shipped special or replacement  parts ).
* Some exemptions could be granted but not in all cases and without costs involved by the manufacturer.
* We will always find a solution for you, if you don't want to receive the ordered products. 

INTERNATIONAL ORDERS 

Customer / buyer has ownership of the products once they leave USDD premises  
Buyer is responsible for importation process , regulations, taxes and permits
Returned, destroyed, ceased or unpaid taxes are not US Dental Depot responsibility. There will not be refunded and cannot be claimed as lost by courier. Insurance will not cover them 

DAMAGED products during shipping:

*  You are covered !!  All orders are shipped from our facility fully insured for 100% of its value
*  Products damaged during transit are a  warranty claim. Its a claim to be placed to the courier.
*  In front of a DAMAGED box, SUSPICIOUS CONDITIONS, either reject the package to the courier, or make sure you set an exemption at the moment of receiving ( with the driver at the moment of signing )  in order to be able to claim the insurance.
    The faster we file the claim to the courier, the better.  Ideally for bestr outcome, is to place the claim within hours of opening the package.

*  In some occasions, US DENTAL DEPOT will be able to send an immediate replacement while we claim the insurance. Other times, it won’t be possible 
   
US Dental Depot, honoring our commitment to high level of customer service, will fight and partner with our customers in all claims to the insurance company. 

REFUNDS 

US DENTAL DEPOT charges a 7.5% administration fee for returns, unless an equivalent purchase is made from the same manufacturer or vendor.

Refunds will be issued using the same payment method that was utilized for your original order, without any exceptions. Please note that NO refunds will be processed after 30 days from the date of payment .

However, if cancellation is from customer's desicion after the 30-day period, only store credit will be provided and cancellation fees will be applied.

WARRANTIES