Frequently Asked Questions
1. What is the turnaround time for orders?
Answer: Usually within a week.
2. Do we retip cavitrons?
Answer: No, it costs the same to replace it with us as it would to retip it.
3. Do we retip orthodontic cutters etc?
Answer: If you are referring to the tungsten carbide inserts, we do not.
4. Do we ship out of the country?
Answer: Yes we do.
5. How do you know when an in instrument cannot be sharpened again?
Answer: Our trained instrument professionals inspect each and every instrument that comes to us for sharpening and retipping. We believe it is better to be safe than sorry where sharpening is concerned. We will not sharpen a blade that is too short or too thin as this may injure the patient or doctor during a procedure should it break off. Safety is our main concern.
6. Do we make the instruments made by other manufacturers?
Answer: Yes we can cross reference any instrument from other manufacturers for you.
7. Can you get an estimate before work is done?
Answer: Yes. We are happy to provide an estimate.
8. Can we change the tips that are on an instrument to make it a different instrument?
Answer: Yes we can on most instruments. It all depends on the size of the opening on the handles.
9. Can we make an instrument especially for you?
Answer: Yes we can but depending on the instrument, the price may be slightly higher and specialty instruments are not returnable as they are made for a specific person.
10. What happens if an instrument cannot be sharpened or retipped?
Answer: We will off you the option of replacing the instrument at a lower cost as we will take your old instrument as a trade-in.
Please feel free to call us with any other questions you may have. The above questions represent just a few of our usual questions from customer.
SHIPPING, HANDLING, AND SALES TAX
All orders shipped via standard shipping should be received within 5 to 7 business days. All in-stock instruments are processed and shipped within 48 hrs from our factory located in McHenry, Illinois directly after your order. You can also expedite your shipping for an extra charge by selecting priority shipping. Priority shipping orders will be arrival 1 to 2 business day after the shipping date.
”Free Shipping or Free Gift over $99.99 purchase.” - United States Only.
We do not provide free shipping or free gift on international order.
Shipping Method and Cost
No sales tax is charged on items delivered outside Illinois. For items delivered in Illinois applicable sales tax will be charged on the total cost of merchandise excluding shipping fees.
You may return a product purchased online within 15 days of purchase for exchange or refund in the form of original payment (less shipping charges) by requesting a Return Material Authorization Number (RMA#) providing;
For your protection and to ensure prompt delivery, we recommend that you send your return via UPS or insured parcel post. We're sorry; return shipping fees are not reimbursable.
1. Your RMA# is your ionvoice number or your account number (office telephone #):
2. Returns at Dental USA are processed as they are received. It may take up to two weeks, or longer for the exchange, refund or credit to completed. We will notify you of the status upon completion only or if we have a question.
3. Upon printing of the RMA# form, send the returning products and copy of your original invoice to:
Dental USA, Inc.
RMA# (note the RMA# provided here)
5005 McCullom Lake Rd.
McHenry, IL 60050 USA
** Note: No return can be processed without RMA#
All Dental USA products are warranted to be free from defects in workmanship and materials. Any product which proves defective in workmanship or materials will be repaired or replaced at no charge. Additional shipping charges for use of the Dental USA FedEx return labels and shipment back to the customer will be applied as shown on your invoice.
Warranty does not apply to normal wear and tear and use of the instrumentation beyond their limitations. It also excludes the improper usage of an instrument in a way that the particular instrument was designed and intended to be used. Moreover, instruments damaged in an abusive or accidental manner are also excluded by this warranty.
Dental USA, Inc. disclaims liability, under this warranty or otherwise, for damages arising from (1) user negligence, misuse, abuse or alterations to instrument; (2) the use of commercial grade washers; (3) dental automated washer – disinfectors where manufacturer's processing guidelines are not followed; and/or improper set-up and installation of the device.
THE EXPRESS WARRANTY DESCRIBED HEREIN AND ANY APPLICABLE IMPLIED WARRANTIES, INCLUDING WARRANTIES OR MERCHANTABILITY AND FITNESS, ARE LIMITED AS HEREINABOVE STATED. DAMAGES FROM BREACH OF SUCH WARRANTIES ARE LIMITED TO THE COST OF REPAIR OR REPLACEMENT, AT DENTAL USA'S OPTION. CONSEQUENTIAL OR INCIDENTAL DAMAGES RESULTING FROM BREACH OF ANY APPLICABLE EXPRESS OR IMPLIED WARRANTIES ARE HEREBY EXCLUDED.
Warranty is also voided if the instruments are not stored and sterilized properly as shown in the Instrument Care sections of the Dental USA website and catalog. Any modification, alteration or sharpening made to Dental USA instruments will render the warranty void.
Any instruments with private labeling or engraving are warranted against material defects only and should this occur, the privately labeled or engraved items may be returned for exchange or repair only. No refunds or credit will be given for items with private labeling or engraving.
All instruments sold as “CLEARANCE” items cannot be returned, exchanged or have purchase price refunded or credited. All “CLEARANCE” items are sold “AS IS” and have NO warranty.
Ultrasonic cleaning is the most effective way to clean your surgical instruments, particularly instruments with hinges, box locks and other moving parts. All instruments must be pre washed prior to being fully submerged in an open position using distilled (demineralized) water and an ultrasonic cleaning solution. Always rinse ultrasonic cleaning solution from instruments with distilled water prior to sterilization.
An additional way to clean besides ultrasonic would be to manually clean the instruments with Nylon or stainless steel brushes using a mild or low PH surgical detergent. We recommend strongly to not use the following steel wool, steel brushes or scowering pads as these may damage the instrument finish. make sure to always rinse any cleaning solution from the instruments with distilled water prior to sterilization.
The common caused for staining and our suggestions on how to avoid staining of the instruments are as follows: Staining is a surface deposit on instruments, and most often mistaken for rust. After autoclaving, you may notice a stain on your instruments. Rusting instruments are very rare. Stains on instruments appear in many colors and, in most cases, the colors tell you about the origin of the stain.
Orange/brown stain: The problem is most often a phosphate layer (brown to light orange) on the instrument, which develops as a result of any of the following causes: water sources, detergents used to wash and clean instruments, surgical wrappings, cold sterilization solutions, or dried blood.
Black stain: Black stains are commonly due to an acid reaction. Black stains may result from detergents used to clean the instrument; similar to brown stains caused by high PH in detergents. The black acid type stain can be caused by low PH (less than six) during autoclaving.
Dark brown stain: Dark brown stains are usually a result of dried blood left on an instrument. Blood should be removed from the surface of the instrument immediately. It will break down the instruments surface with a chemical reaction.