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FAQs

Do I need an account with Ivoclar Vivadent in order to use ivoclarvivadent.ca? Yes. When you register on ivoclarvivadent.ca an account will be set up once all information has been acquired.

How do I register for ivoclarvivadent.ca?  To register, first click on the "Sign In" button located at the very top of the website.  You will then see a box labeled "Register”.  This box contains a link to our Registration page.  Please complete all required account information along with a valid email address.  Once this form has been submitted, an email will be sent to you containing a link to set your password.

What is my Username?  Your username is the email address you registered the account with. If you are unsure what your username is, please contact Customer Service at IVonline.ca@ivoclarvivadent.com.

What do I do if I forget my password? Click on the "Sign in" button.  Under Registered Customers, below the sign in box you will see a link called "Forgot your password?".  When you click on this link a prompt will appear asking you to enter your registered email address.  Once this is completed, an email will be sent to you with a link to set your new password.  

Why can’t I see pricing?  You need to be a registered user and sign in with your username and password in order to view product pricing.

What is the best way to search for products?  There are two ways to search for products: 1. Type in a product description in the search bar.  Once you have entered the product description and clicked the search icon you can narrow your results by using the filters on the left hand side.   2. If you have a specific product code, you may enter it into the search box or on the Quick Order page.

Can I order by credit card?  Yes, once you are ready to checkout, please select a credit card option as your payment method.

Why can’t I order some products online? Some products only have a “Contact Us” button. Some equipment require a checklist to be completed to ensure that you have the proper settings to use the piece of equipment.  Some products are being sold through our authorized Ivoclar Vivadent Distributors only.  We also offer financing on some equipment and this cannot be completed online. If you are interested in more information on one of these items, please click on the “Contact Us” button or email us IVonline.ca@ivoclarvivadent.com.

Will I know if the items I am ordering are available and ready to ship?  Yes, a status icon will show the availability of the item – In Stock, Out of Stock or Partial Stock. The status can be viewed in the Shopping Cart as well once a product has been added. 

I usually place orders with my credit card that is on file with Ivoclar Vivadent, but I do not see it at checkout. Why? For security purposes, you will need to enter your credit card number during checkout and click "Save these payment details in my account". Once your order has been placed, the credit card you saved will be visible for future purchases.

How do I know if an item will incur additional shipping charges if it is labeled as hazardous and/or heavy? An icon will be shown to indicate a product is a hazardous or heavy item. During the checkout process the freight charges will be displayed which include any hazardous and/or heavy item fees.

Can I add a different shipping address to my online account? You will need to submit a written request to add an additional shipping address to your account.  You can send your request by email to IVonline.ca@ivoclarvivadent.com. 

I placed my order today. When will it ship?  Orders received before 3:30 pm (EST) should ship the same day from Monday to Friday with the exception of any local holiday.  Any orders received after 3:30 pm (EST) may not be processed until the next business day.

Where do my orders ship from?  All orders placed on our website ship from our Mississauga, Ontario distribution center.

What carrier is used for shipping orders?  Purolator is our preferred carrier.  Ivoclar Vivadent reserves the right to change carriers without notice at our discretion. We strive to ensure the best delivery options, however all service options are not available in all delivery areas.

What if I have my own shipping account I want to use?  If we are aware that you have your own carrier, you should see a special message stating that your shipping account will be charged. If you would like to use your own shipping account, please send your request by email to Customer Service at IVonline.ca@ivoclarvivadent.com.

Will I receive an order confirmation once my order has been placed?  Yes.  You will receive a confirmation email that of your order has been placed, another when the order has been processed, and a final email once the item has shipped.

What happens if I don’t receive an order confirmation?  If you have not received an order confirmation within 30 minutes of placing your order (during regular business hours), please contact our Customer Service Department at 1-800-263-8182. Our Customer Service Department is open from 8:30 am - 5:30 pm EST Monday through Friday (with the exception of local holidays).