3DNA Dental Website Fulfillment Policy
Fulfillment Policies
At 3DNA Dental, we strive to provide a seamless purchasing experience for our clients across the U.S., Canada, and Hawaii. Below are our policies for shipping, refunds, returns, and cancellations, applicable to all purchases of capital equipment, resin, and technical IT services/training unless otherwise specified.
Shipping/Delivery Policy
- Shipping Methods: We partner with Easyship to provide reliable shipping through over 250 couriers, including FedEx, UPS, DHL, USPS, and local carriers. The best carrier for your order will be selected based on destination, speed, and cost, and you’ll see the carrier details at checkout.
- Shipping Times: Orders are processed within 2-3 business days of payment confirmation. Standard shipping within the U.S. typically takes 3-7 business days, while shipments to Canada take 5-10 business days, depending on customs clearance. Shipments within Hawaii may arrive in 1-3 business days via local carriers.
- Shipping Rates: Shipping costs are calculated in real-time via Easyship based on the order’s weight, dimensions, and destination. For example, shipping a 50-lb piece of capital equipment to the mainland U.S. typically ranges from $100 to $500, while a 5-gallon container of resin (e.g., EM 1K-H, approx. 40 lbs) may cost $50-$150. Rates are displayed at checkout before you complete your purchase.
- Eligible Destinations: We ship to all 50 U.S. states, Canada, and Hawaii. Through Easyship, we can facilitate international shipping, but some destinations may be restricted due to export regulations or carrier availability. Contact us if you’re outside these regions to discuss options.
- Tracking: Once your order ships, you’ll receive a tracking number via email to monitor its status through Easyship’s tracking portal.
- Delivery for Services/Training: Technical IT services and training are delivered remotely (via video conferencing) or in-person, depending on your preference. Remote sessions are scheduled within 5 business days of purchase, and in-person training is coordinated to ensure timely delivery. Physical training materials, if any, are shipped using the methods above.
Refund Policy
- Capital Equipment: Refunds are available if the equipment is unused, unopened, and in its original packaging, and the request is made within 30 days of delivery. A restocking fee of 15% will apply to cover handling costs. Shipping costs are non-refundable, and the customer is responsible for return shipping unless the item is defective or incorrect.
- Resin (e.g., EM 1K-H): Refunds are available for unopened resin products within 30 days of delivery. A 10% restocking fee applies. Due to the nature of resin (e.g., viscosity changes at 25°C-40°C per the EM 1K-H data sheet), opened products cannot be returned unless defective.
- Technical IT Services and Training: Refunds are available only if the service/training has not been delivered. Once a session is scheduled, refunds are not available, but you may reschedule (see cancellation policy below). Refund requests must be made at least 7 business days before the scheduled session.
- Process: To request a refund, contact us at support@3dnadental.com or (888) 852-1755. If approved, refunds will be processed to your original payment method within 7-10 business days.
Return Policy and Process
- Capital Equipment:
- Returns are accepted within 30 days of delivery if the equipment is unused, unopened, and in its original packaging, consistent with industry standards for dental capital equipment.
- To initiate a return, contact us at support@3dnadental.com or (888) 852-1755 to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA will not be accepted.
- A 15% restocking fee applies to all returns to cover inspection, repackaging, and restocking costs.
- The customer is responsible for return shipping costs unless the equipment is defective or the wrong item was shipped. We recommend using a trackable shipping method.
- Drop-Shipping Note: Some items may be drop-shipped from locations other than our headquarters in Kihei, HI. In such cases, we will provide the correct return shipping address when you request an RMA. Otherwise, returns should be sent to our headquarters at 137 Lanakila Place, Kihei, HI 96753.
- Once we (or our drop-shipping partner) receive and inspect the returned equipment, we’ll process your refund (minus the restocking fee) within 7-10 business days.
- Resin (e.g., EM 1K-H):
- Returns are accepted within 30 days of delivery if the resin is unopened and in its original packaging.
- Follow the same RMA process as above. A 10% restocking fee applies.
- Drop-Shipping Note: Some resin products may be drop-shipped. We will provide the appropriate return shipping address when you request an RMA, which may differ from our headquarters at 137 Lanakila Place, Kihei, HI 96753.
- Defective or Damaged Items: If an item arrives defective or damaged (e.g., equipment malfunctions or resin container is leaking), contact us within 48 hours of delivery with photos of the issue. We’ll arrange a replacement or refund at no cost to you, including return shipping. For drop-shipped items, we’ll provide the correct return address for defective items.
- Non-Returnable Items: Custom-ordered equipment, opened resin products, and training materials (once used) are not eligible for return unless defective.
Cancellation Policy
- Capital Equipment and Resin:
- Orders can be canceled within 48 hours of placement if the item has not yet shipped. Once an order ships, it is subject to the return policy above.
- To cancel, contact us at support@3dnadental.com or (888) 852-1755. If the order has not shipped, we’ll process a full refund within 7-10 business days.
- Technical IT Services and Training:
- You may cancel a scheduled IT service or training session with at least 7 business days’ notice before the scheduled date. Cancellations within 7 business days are non-refundable but can be rescheduled once at no additional cost, subject to availability.
- If training is bundled with equipment (e.g., free training with purchase), cancellation of the training does not affect the equipment purchase.
- For ongoing IT services (if applicable), you may cancel with 30 days’ written notice via email to support@3dnadental.com. Cancellation takes effect at the end of the current billing cycle.
- To cancel, contact us at support@3dnadental.com or (888) 852-1755.