Frequently Asked Questions 1. What is the turnaround time for orders? Answer: Usually within a week. 2. Do we retip cavitrons? Answer: We do not but we will replace your used instrument for a new one with a very low repair fee. 3. Do we retip orthodontic cutters etc? Answer: We do not but we will replace your used instrument for a new one with a very low repair fee. 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 offer you the option of replacing the instrument at a lower cost as we will take your old instrument as a trade-in. 11. Notice: Website concerning substitution of items: Dental USA reserves the right to substitute items at any time, based on availability. 12. Rewards/Cash back? Answer: 5% of any online purchase will be applied to subsequent orders. With our new rewards program, you can earn 5% of your total instrument purchase, as cash back (minus shipping costs), toward your next purchase of any new instrument when ordering only from our website. You must have an online account to participate. Cash back not eligible on phone, email or faxed orders or service orders. Please add your Account : www.mydentalusa.com 13. How long would it take for the refunded money to appear either on my Debit Card or Paypal account? Refund Basics How you receive your refund will depend on how you originally paid. First, make sure you check the status of the original payment and that it indicates it was refunded. If you paid via credit card or debit card, PayPal will credit the funds back to your card. While PayPal sends the money back immediately, your card company may take up to 48 hours to claim the funds. After that, they allow themselves up to 30 days to apply the credit to your account. How long this portion takes is up to your card issuer. However, most card issuers are very understanding about credits and will apply them much, much sooner. For more information on how long it takes your card issuer to apply credits, please contact your card issuer. If you paid via a bank transfer, PayPal will place the funds into your PayPal account balance. If the payment was refunded within 3-5 business after you made the payment, you may not see it placed in your balance immediately. This is because the bank transfer is still processing in the background (PayPal will often pay your merchant in advance while we wait for the bank transfer). As soon as it finishes processing, it will be placed in your balance. 14. Password reset link? Please check your email, including your SPAM folder, for the message. Sometimes the message could take as long as 1 hour to arrive, depending on your email provider. If you don't receive an email, please contact Power Dental USA for more assistance. 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 Gift over $99.99 purchase.” - United States Only. We do not provide free shipping or free gift on international order. If you have any questions, or concerns please feel free to contact me. Thanks Shipping Method and Cost Standard: 3 to 5 business days $12.99 Priority: 2 business days $59.99 Next Day: 1 business day $89.99 Shipping Express Service (out of country) : Standard International: 10 to 15 business days Duties, Tax, Customs, Other Fees $100.00, Shipping $ Handling to Customer Fees $79.99 Canada Express Service : Shipping & Handling to Customer ; ~$499 order fees $59.99 , ~$999 order fees $79.99, more then $1,000 order fees $249.99 PLEASE NOTE: ALL duties, taxes, customs and other fees will be charged to the recipient for all international deliveries. DUSA is not responsible for, nor do we pay these fees. 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. Power Dental USA no longer ships packages directly to South America, Mexico and Russia. Please contact Dental USA for the location of our nearest distributor to your location. Dental USA has hundreds of distributors worldwide for your convenience. Dental USA is not responsible for the customs, duties, taxes or brokerage fees associated with the delivery of any package(s) shipped outside of the United States. Theses charges are the responsibility of the recipient of the package. You will be charged for these things upon delivery of your order by your local customs department and country. Please contact your local export department for further information on customs duties, taxes and brokerage fees. RETURN POLICY 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. • A 20% restocking fee will be assessed on ALL orders returned for credit if returned 16+ days from original shipping date. • Defective items must be returned within 30 days. Shipping & handling will be charged on all warranty work, returns & exchanges. A service charge may also be applied at this time. • All instruments found to be unsafe will automatically be replaced with new unless otherwise specified on order form. • All FREE GIFTS are based on the amount of purchase. Should you return items for full credit, you MUST return free gifts also. • A charge of $12.99 will be added to all invoices for the use of the DUSA Fed Ex return label for shipping to DUSA. Return procedure: 1. Your RMA# is your invoice number or your account number (office telephone #): • Please download the RMA# Form and fill out all the needed field • Order & Invoice number • The reason for the request (optional) – this will be very helpful for us to provide the best quality service. 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: Power Dental USA, Inc. RMA# (note the RMA# provided here) 5005 McCullom Lake Rd. McHenry, IL 60050 USA • You may print a label to ship your items for service or returns to Dental USA below. • The charge for using this service from our website is $9.99 per label printed and used, no matter how much your package weighs. • No international shipment will be accepted. FedEx's website to schedule a pick up • YOU WILL BE CHARGED $12.99 FOR SHIPPING EITHER A RETURN, EXCHANGE OR INSTRUMENTS FOR SERVICE, USING THIS LABEL TO DENTAL USA. • FedEx return Labels are only to be used by retail customers. • Can't View Return Label!! Certain browsers may be incompatible with our label generator. If you experience issues, such as blank label, please try using google chrome. Return Label WARRANTY POLICY 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. Power 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. ADDENDUM 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. PRIVATE LABELS 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. CLEARANCE ITEMS 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. CLEANING 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. INSTRUMENT CLEANING AND STERILIZATION STERILIZATION Use only the recommended sterilization procedures listed below. Other sterilization procedures are the responsibility of the user. Power Dental USA recommends a minimum 30 minute dry time; however defer to the sterilizing manufacturer’s instructions for the equipment used. STEAM STERILIZATION • Use fractionated vacuum or gravity procedure sterilizers. • Sufficient product drying must be ensured after sterilization and before handling; see below for recommendations. • Must follow AAMI/ANSI ST55 and AAMI/ANSI ST8 • Must use ANSI/AAMI ST 79 (valid IQ/OQ (commissioning) and product specific performance qualification(PQ)) Minimum Cycle Times for Wrapped Instruments: Gravity-displacement steam sterilization: Exposure time ( at 121°C / 250°F): 30 minutes Drying time: Minimum 30 minutes Fractionated vacuum/dynamic-air-removal steam sterilization*: Exposure time ( at 132°C / 270°F): 4 minutes Drying time: Minimum 30 minutes Inspection and Maintenance Recommendations for Steam Sterilizers: The manufacturers’ instructions with respect to routine inspection and the regular maintenance of the sterilizer must be observed. Follow the equipment manufacturer’s recommendations for load/weight capacity. Cassettes and/or instrument packs are not recommended to be stacked on top of one another. Use appropriate racks as recommended by the equipment manufacturer. Only low contaminated and deionized water (i.e. aqua purificata) should be used. The sterilized items have to be completely dried after sterilization and before handling. Sterilizers with an automatic drying program are recommended. Restrictions: Restrictions: The flash sterilization procedure must not be used. DO NOT use radiation sterilization, formaldehyde sterilization, ethylenoxide sterilization, or plasma sterilization. The application of dry heat sterilization is the responsibility of the user. For some products the dry heat sterilization procedure has been explicitly excluded (Please see Special Procedures reference sheet). Power Dental USA Patent POWER CROWN REMOVER (IMCR) Patent No. US D734,852 S Power Crown Remover Patent No. US D734,852 S TWIST TIP ELEVATOR Patent No. US D700,331 S Power Twist Elevators Patent No. US D700,331 S TWEG, 3894G 3895G 3896G 3897G TWES, 3894S 3895S 3896S 3897S TWEM, 3894M 3895M 3896M 3897M TWEL, 4023, 4024, 4026, 4027 DENTAL USA HANDLE ELEVATOR US D700,329 S Patent No. US D700,329 S DENTAL USA DOUBLE HANDLE Patent No. US D743,550 S Patent No. US D7435,50S1 DENTAL USA SINGLE HANDLE Patent No. US D684,264 S Patent No. US D684,264 S DENTAL USA ORTHO PLIERS HANDLE (ORTHO) Patent No. US D691,727 S Patent No. US D691,727 S POWER ELEVATOR Patent No. US D690,010 S Patent No. US D690,010 S POWER ELEVATOR TIPS Patent No. US D719,655 S Patent No. US D719,655 S Trademark Information "DENTAL USA" Reg. No. 4,153,152 : are trademarks of Dental USA., Inc. "POWER PERIOTOME" Reg. No. 4,349,182 : are trademarks of Dental USA., Inc. "POWER TWIST PERIOTOME" Reg. No. 4,349,183 : are trademarks of Dental USA., Inc. "POWER CURETTE" Reg. No. 4,349,187 : are trademarks of Dental USA., Inc. "POWER TWIST ELEVATORS" Reg. No. 4,357,136 : are trademarks of Dental USA., Inc. "POWER CROWN REMOVERS" Reg. No. 4,349,186 : are trademarks of Dental USA., Inc. "POWER ELEVATORS" Reg. No. 4,356,896 : are trademarks of Dental USA., Inc. "POWER GUIDE" Reg. No. 4,693,176 : are trademarks of Dental USA., Inc. "APEX DENTAL USA" Reg. No. 4,163,681 "THE NEXT GENERATION OF BEAK AND FULCRUM INSTRUMENTS" Reg. No. 4,301,312 : are trademarks of Dental USA., Inc.