Frequently Asked Questions

• Can I Email or Fax My Order?
  
  

  We do not accept orders via email or fax for security reasons, but we will be glad to answer any questions you have before you place your order online. Dental offices: please fax or email your enquiry if possible.

  When you are ready to order, please do so online through our automated system. Email is not secure and therefore we cannot guarantee the security or safety of credit card or personal information transmitted in this manner. Emails and faxes also tend to get lost or misrouted. By ordering with us online, you are assured the highest level of safety and security.

• Forms of Payment Accepted
  
  

  DentaKit.com accepts Visa, MasterCard, Discover, American Express, and PayPal. We do not accept paper checks or money orders. Rest assured, your credit card information is safe and encripted in our secure shopping cart.

  All PayPal orders are processed at time of sale, and usually ship the next business day (except for holidays). We cannot make any changes to a PayPal order once it has been placed. If you need to add or remove an item from an order paid with PayPal, the order will need to be canceled and refunded, and you will need to place a new order with us.

• Refunds, Exchanges, and Returns
  
  

  Please note that once your order is placed, it will be very difficult for us to change it or cancel it. In most cases, it will not be possible. Most orders are processed and shipped very early the next business day. Orders paid with PayPal cannot be changed after they are placed.

  We want you to be happy with your purchase. Please note, however, that most dental hygiene products are not returnable due to health regulations including all lip protectors, bite wafers, mouth guards, retainer removal tools, dental picks and spiral brushes, toothbrushes, appliances that go into the mouth or come in contact with objects that go into the mouth, and retainer cases/mouthguard cases. We do not accept returns or issue refunds for these products.

  We do refunds only. We do not do exchanges. We can accept returns only on sealed packages which have not been opened

  Items must be in their original boxes and missing no parts. Loose items cannot be returned. We suggest that if you are unsure about a product, buy a small quantity first to ensure that the product meets your needs. Always measure your retainer and compare it to the retainer case measurements on our product pages before you order.

  Returns of sealed unopened items in their original packaging can be made only within 30 days of purchase. Customers are responsible for return shipping charges. A 15 to 20% re-stocking fee will be deducted from your refund for the return of any non-defective unopened products, regardless of the reason for the return. Original shipping charges are not refundable. Contact us about your desire to return an item within 30 days of purchase. Once you have contacted us about a return, it must be received at our warehouse within 30 days OF PURCHASE or the return will not be honored.

  Before you return an item, you must contact us either by phone (1-877-329-4733), fax (1-877-456-7645) or email (customer-services@dentakit.com) for a Return Authorization (RA) number. Items that are returned without prior authorization and an RA Number will not be processed or credited. Returns that are sent to our office address (in California) instead of the warehouse address (in Pennsylvania) will incur an additional $10 warehouse shipment fee.

  Please return your package with tracking, and keep your proof of mailing/tracking. If a return gets lost due to lack of tracking, it will not be honored. (Writing "return to sender" on the package does NOT provide adequate tracking for returns and is therefore not recommended).

  Return your item to our warehouse:

  DentaKit.com (RA # ______)
  c/o IronLinx Distribution Services
  578 Rosedale Rd, Suite 27
  Kennett Square, PA  19348

  Refunds are issued directly to the original payment method that was used to place the order (minus shipping and re-stocking fees). We will not refund shipping and handling charges on orders that are returned due to wrong address, insufficient address, Postal Service/UPS/FedEx error, or customer's failure to pick up their package (unclaimed packages). Refunds will be issued when we receive the returned merchandise at our warehouse. Contact us via email at: customer-services@dentakit.com if you have a question about a refund or return. Please include your order number when possible.

• Has My Credit Card Been Charged Twice?
  
  

  Many customers track their credit card statements online. Sometimes it appears that a merchant has charged them twice. Please rest assured; we have have not charged you twice. In fact, the way our software is set up, it is impossible for us to charge you more than once on the same transaction.

  Instead, what you are seeing is an authorization on your credit card (which holds funds for your intended purchase), followed by the actual charge that was made to your card.

  The authorization holds the funds for approximately 10 days, and then it disappears from your statement. We at DentaKit.com have no control over this; it is done by the credit card companies. If you have a question about this, please contact your credit card company.

• Tracking Says My Order Was Delivered, But I Never Received It
  
  

  If your tracking number says that your package was delivered but you never received it, we have some suggestions:

  • Sometimes, the US Postal Service marks a package as "Delivered" when in fact it has only passed through the main hub. They are not supposed to do this, but unfortunately it happens all the time.  Please give your package a few more days to show up.
  • Sometimes your package may be waiting for you at your local post office. Please physically go to your local post office to enquire whether they are holding your package. Be sure to give them your tracking number.
  • If you live in an apartment building or apartment complex, enquire around to see whether a neighbor or the building manager is holding your package.
  • If you live in a house, ask your surrounding neighbors if they took in your package, or if it was delivered to them by mistake.
  • If your mailbox is in a bank of outdoor postal boxes, talk to your mail carrier to see whether your package was placed in a secure keyed-entry postal package lock box.
  • If you believe that your package was stolen, you must notify your local police and postal inspector immediately, because mail fraud is a Federal crime punishable to the full extent of the law.

  
  Please note that after delivery of your order has been confirmed by the delivery carrier's tracking, it is no longer DentaKit.com's responsibility. DentaKit.com will not be liable for an order's replacement if the carrier documents that it was delivered, but the customer claims non-receipt or if it was stolen. If you think that your package was stolen, you must report the mail fraud to your local postal inspector. Contact us and we will also initiate a mail fraud investigation on your behalf.

  If a package is returned to us due to incorrect address, or if it was supposed to be picked up at your local post office but was never claimed and then returned, we will not ship it to you again; you would need to place a new order. The refund for the returned order is credited directly to your charge card (less shipping and handling, and a re-stocking fee of 15 to 20%). We will not refund shipping and handling charges on orders that are returned due to wrong address, insufficient address, or customer's failure to pick up their package at a shipping facility.

• Shipping and Tax - Inside the U.S.
  
  

  Standard Ground Shipping/Economy Air is used for all orders within the United States (either US Postal Service, FedEx Ground, or SmartPost, which is a combination of FedEx and the US Postal Service -- we use the best method based on your location), and includes tracking information for your convenience. If you have a PO Box, please additionally supply us with a street address so our warehouse can ship your package the most efficient way. Most orders are filled in our warehouse 1 to 3 business days after they are placed. You should receive your order 4 to 7 business days after that (except during major holiday periods, when it may take slightly longer). APO and FPO orders have an added $1.00 surcharge due to customs paperwork.

  Please note that DentaKit.com is not responsible for incorrect routing, so please be sure to give us a valid shipping address.

  If a package is returned to us due to incorrect or insufficient address, or if it was not claimed at the post office and then returned to us, we can ship it to you again, but additional shipping charges will apply. DentaKit.com will not be responsible for mistakes that customers make in typing their shipping addresses in their orders.

  After delivery of your order has been confirmed by the delivery carrier, it is no longer DentaKit.com's responsibility. DentaKit.com will not be liable for an order's replacement if the carrier documents that it was delivered, but the customer claims non-receipt (for example, if the package was stolen once it was delivered). Stolen mail is mail fraud and must be reported to your local postal inspector for legal investigation.

  We collect sales tax on orders shipped inside California. No sales tax is collected on items shipped to other states.

  We usually ship the next business day, Monday to Friday. We do not ship on weekends or holidays. Orders placed on Friday will ship the following Monday. If the following Monday is a holiday, then we will ship the next business day. The day after your order is shipped, your record is updated with tracking information. For example, if you order on Tuesday, your order is shipped on Wednesday and you will receive tracking information by email on Thursday. If you order on Friday, Saturday, or Sunday your order is shipped on Monday and you will receive tracking information by email on Tuesday.

  Orders to the following US Territories are shipped via U.S. Domestic shipping: Puerto Rico, American Samoa, Guam, Marshall Islands, Micronesia, Palau, U.S. Virgin Islands.

  Within the 50 United States and its territories, standard shipping and handling charges per address (before tax) are:

  Standard/Ground Shipping Costs
  Purchase Amount	Shipping Cost
  up to $6.99	$6.99
  $7.01 to $9.99	$7.99
  $10 to $13.99	$8.99
  $14 to $17.99	$9.99
  $18 to $24.99	$10.99
  $24 to $39.99	$12.99
  $39 to $54.99	$14.99
  $55 to $68.99	$15.99
  $69+	FREE with Coupon Code FreeShip69

  *Note: Shipping charges for commercial, wholesale or reseller orders will be extra, and will be calculated separately after the order is placed.

  A $1 surcharge will be added to all APO and FPO orders due to the extra paperwork involved.

  Expedited Shipping is available for the contiguous 48 United States. Sorry, expedited shipping is not available for Alaska, Hawaii, US Territories, or APO/FPO or PO Boxes. "Expedited Shipping" means that you will receive your package in 3 Business Days or less after one day of processing at our warehouse (this is not a guaranteed service). Business days are Monday to Friday, and do not count weekends or holidays. Please remember that all orders are processed the NEXT business day -- your order will not be processed or shipped the same day you place your order. We are not responsible for weather delays or "acts of God" beyond our control that prevent your order from being shipped the next business day -- shipping refunds will not be issued in such cases. Orders must be placed by 9 p.m. Pacific Time to be processed the next business day.

  Expedited Shipping Timetable
  Place Your Order...	Your Order is Processed...	Your Order Arrives ON or BEFORE...
  Sunday	Monday	Thursday
  Monday	Tuesday	Friday
  Tuesday	Wednesday	Monday
  Wednesday	Thursday	Tuesday
  Thursday	Friday	Wednesday
  Friday	Monday	Thursday
  Saturday	Monday	Thursday

• Shipping to Canada and International Countries
  
  

  DentaKit.com ships worldwide through the US Postal Service -- which offers very economical rates, less than half the price of most of the major carriers! Please note, however, that you are responsible for paying any customs fees, duties, or import tariffs that are imposed by the Customs Department of your country. If you are unsure what the customs charges may be, please contact the Customs Department of your country (DentaKit.com does not have any customs fee information). We cannot mark your order as a "gift" or a "sample" because that constitutes mail fraud.

  DentaKit.com ships internationally via USPS International Priority Mail and International Express Mail. These two methods provide tracking for your package. Tracking on International Express Mail is the most accurate and in our opinion is well worth the extra cost for large orders.

  We usually ship the next business day, Monday to Friday. We do not ship on weekends or holidays. Orders placed on Friday will ship the following Monday. If the following Monday is a holiday, then we will ship the next business day. This applies to all orders, including International Express Mail.

  All rates quoted below are in U.S. Dollars. All delivery times are estimates. Delivery times are not guaranteed for international orders, and all international delivery timeframes are estimates. This is due to foreign customs offices. DentaKit.com has no control over the length of time your package will be held in your country's Customs Department. Some packages clear Customs within one day, while others may take several days or even weeks. We ask for your patience while your package clears your country's customs office. Once a package has entered its delivery country, DentaKit.com will no longer be responsible if it is lost or stolen. We will not issue any refunds for merchandise that is lost or stolen internationally, or that is delayed in your country's Customs office. If you think that your package was stolen, you must report the mail fraud to your local police department and postal inspector.

  If delivery was attempted abroad, you must go to your local postal office to claim your package, or contact your local postal office to enquire about its whereabouts. DentaKit.com is not responsible for deliveries which have been attempted but not claimed, or delivery mistakes made by foreign postal offices. Packages returned due to incorrect address or non-claim after delivery attempt are not eligible for shipping refund, as they were shipped from the US and received by the foreign postal service in good faith. A 15 to 20% re-stocking fee will be deducted from your refund.

  Shipping and Handling Rates to Canada:

  • Priority Mail International - (est. delivery 6 to 12 business days) - First pound is $31.50; each additional pound increments according to postal rates. These rates do not include customs fees which your country may impose.

  • International Express Mail - (est. delivery 3 to 6 business days) - Up to the first half-pound is $36.50. From one-half pound to one pound is $39; each additional pound increments according to postal rates. These rates do not include customs fees which your country may impose.

  Shipping and Handling Rates to All Other International Countries:

  • Priority Mail International - (est. delivery 6 to 12 business days) - The first pound is $46; each additional pound increments according to postal rates. These rates do not include customs fees which your country may impose.

  • International Express Mail - (est. delivery 3 to 6 business days) - Up to the first half-pound is $54.00. From one-half pound to one pound is $56; each additional pound increments according to postal rates. These rates do not include customs fees which your country may impose.

  Note: Puerto Rico, American Samoa, Guam, Marshall Islands, Micronesia, Palau, and the U.S. Virgin Islands are NOT international destinations. Orders to those areas are sent via domestic U.S. shipping methods.

  DentaKit.com reserves the right to cancel any international order which originates in a country known for fraud and scams, or from a dubious email account. International orders over $150 may be held for bank verification prior to shipping.

• How Do I Enter a Coupon Code for Free Shipping or a Discount?
  
  

  If you have a coupon code for free shipping or a discount, enter it during checkout on the Checkout Page. Look for an area of the Shipping/Billing Page that says Coupon/Gift Certificate, enter your code in the box, and click Apply to apply the code to your order. Free shipping is not automatically given; you must input the coupon code on the Checkout Page to get free shipping or any other discount. A minimum purchase applies. Free shipping is not available outside of the United States and its territories.