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Order, Delivery and Return Policy

Terms of Sale/ Purchasing Options

  • Payment due Net 30 days from invoice date.

  • All past due transactions incur interest charges of 1.5% per month (18% per year).

  • Shipments are F.C.A Mississauga, ON.

  • All prices are subject to change without notice.

  • Leasing plans may be available upon request.

  • Invoice order terms and conditions apply.

  • Order not accepted until reviewed and accepted by Ivoclar Vivadent Delivery Services

  • Our standard shipping method in Canada is overnight service

  • Alternative services are available for priority, 2nd day and ground delivery via courier


The statements presented herein are based upon the best available data and practices known to Ivoclar Vivadent, Inc. at the present time, but are not representations of warranties, expressed or implied of performance, results or comprehensiveness of such data, nor is the freedom from any patent, or an offer of license under any patent, owned by Ivoclar Vivadent, Inc., or by others to be inferred.

If not properly used, the products mentioned herein can be hazardous. All purchases of these products should communicate the health and safety information about the products to their customers or employees as the case may be. Ivoclar Vivadent, Inc. recommends that, before anyone uses or handles the products mentioned herein, they read and understand the precautionary and other information on the product label and instructions, as well as in the Material Safety Data Sheet.

Product Return Policy:
Effective as of September 2015

Merchandise and equipment may be returned only after the return has been pre-approved by the Ivoclar Vivadent, Inc. Customer Service Department.

Please call (800) 263-8182 in advance of shipping to obtain a Return Authorization Number, which must be marked on the exterior of the return for identification. Please be prepared with lot numbers, expiration dates (for consumable items) and invoice numbers. In the case of equipment, please provide serial numbers and proof of purchase (invoice numbers).

Consumables (Porcelain, Merchandise, etc.):

  • Must be in saleable condition to receive credit.

  • Amount credited will be based on invoice price less 15% restocking fee. Invoice must accompany product return.

  • Discontinued, obsolete, expired, damaged or opened items will not be accepted for credit.

  • Shipping charges are the responsibility of the customer.


  • Return of High Noble and Noble metal products in saleable condition will be credited based on invoice or current market value (if lower) less $15.00 per ounce.

  • Discontinued, obsolete, expired, damaged or opened items will not be accepted for credit and will be processed by refining and credit calculated accordingly.

  • Credit notes for returns to be issued to the account which originally purchased the alloy.

  • Predominantly base metal products returned in saleable condition will be credited based on invoice less $3.50 per ounce.

  • Invoice must accompany product return.

  • Shipping charges are the responsibility of the customer.


  • Equipment repairs: Ivoclar Vivadent, Inc. maintains a comprehensive repair facility dedicated to the expert service and repair of its equipment. For prompt turnaround, customers can ship directly to Ivoclar Vivadent at the following:

    Ivoclar Vivadent, Inc. Attn: Equipment Servicing 1-6600 Dixie Road Mississauga, ON L5T 2Y2 Canada

  • Equipment valued at under $3,000 and returned within 30 days of purchase will be given full credit. Equipment valued at over $3,000 that is returned must be evaluated in-house prior to credit being issued. Any equipment returned outside of 30 days of purchase will be treated as a repair.

  • Equipment under warranty will be repaired according to the terms of the specific equipment warranty.

  • Equipment out of warranty to be repaired will be invoiced with appropriate charges, including parts & labor, to the customer.

  • Used equipment cannot be returned for credit.


  • Contact your local Authorized Ivoclar Vivadent Dealer

Product Complaints

  • Any Ivoclar Vivadent, Inc. consumable that does not perform to the satisfaction of the laboratory customer will be credited within 30 days of purchase. The specific reason for complaint will be required to process the credit. As a manufacturer and distributor of medical devices, we are responsible for investigating all complaints. Justified product complaints received after 30 days of purchase will be replaced after investigation.