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Opening an Account
Ordont provides its customers with an open account automatically
with their first order. To open an account, simply complete
and mail
us a prescription with your model or impression—we’ll
even pay the postage for you. It’s that easy. Ordont
will continue to offer the convenience of an open account as
long as your account is kept current.
To request a prescription form, model boxes, and prepaid mailing
labels click here. How We Bill For Services
An invoice will be provided for every appliance you receive.
In addition, you will receive a monthly statement summarizing
all invoices, payments, and other billing related activity that
occurred during the month, including a total due amount.
Accounts are considered current as long as the total due amount
is paid by the 10th of the month following the statement preparation
date. Billing Questions
We work hard to ensure your satisfaction with our products and
the accuracy of every bill. However, there are times when you
may have questions. When that happens, simply give us a call
at 800-325-3698, or send an email to billing@ordont.com.
If you call during normal business hours (7A – 4P Central Time),
we guarantee that your important call will be answered by a “live”,
friendly voice who will be able to answer your questions or help
you solve your problem.
When inquiring about your bill,
please provide us with the doctor’s
name, patient’s name or invoice number to help us more
quickly answer your question. Payments
Ordont accepts checks and MasterCard and Visa credit cards.
To pay using a check, simply enclose your check, along with the
payment stub from your invoice or statement.
To pay by credit card, simply fill out your credit card information
on the payment stub portion of your invoice or statement.
If you prefer, Ordont can keep your
credit card information on file. To utilize this feature, simply
check the “Keep Credit
Card Information on File” box, the first time you pay using
a credit card. Then, to pay future invoices or bills, using the
credit card we have on file, just check the “Use Credit
Card on file” box on your statement or invoice. Of course,
you can always call us or email us at billing@ordont.com to request
this service at any time. Ordont
Guarantee
We guarantee that your appliance will meet your expectations
for quality and will perfectly fit the model you provide. If
it doesn’t, we’ll provide you with a 100%, no hassle
refund when you return the unused appliance to us within 90 days.
Ordont is well known in the industry
for the quality of its work—and
the integrity of its no hassle guarantee. Because of the skill
and experience of our technicians and the process we use to ensure
the fit of every appliance, quality issues and poor fit are extremely
rare.
We sometimes receive distorted,
cracked, or broken models. When this occurs, we will immediately
call you to discuss the case
and your options. In some cases, you may authorize us to continue—without
a replacement model. When that happens, we will do our utmost
best to construct an appliance within acceptable tolerances.
However, we cannot guarantee the fit or replacement of the appliance.
To avoid this problem, many of our
customers simply send us their patients’ impressions,
and have us do the pour up here at our lab. If we create the
model, we guarantee the fit.
Click here to learn
about Ordont’s EZ Pour Up service.
Remake Policy
During the course of treatment, things change—as they should.
Your appliance is designed to take this change into account.
However, from time to time, those design tolerances are not enough.
The appliance’ thread lengths are exceeded or springs lose
their tensile strength or resiliency, or the length of time to
accomplish the treatment objectives takes longer than anticipated. As your “partner”, Ordont
provides a remake policy to ensure that the appliance continues
to do its job through
the course of the treatment. During the course of treatment,
Ordont will remake the appliance, as long as the appliance
design does not change, for 30% of the original cost of the appliance.
To request a remake, send us a new
model or impression—taken
without the appliance in place—and note that is it for
a “REMAKE”. Include the patient’s name, a copy
of the original design and the date of the original invoice,
if available. If the appliance is removable, instruct the patient
to continue wearing their original appliance so no improvements
are lost, while we remake the appliance.
Lost Appliance Policy
Ordont will replace any appliance lost by the patient
within 90 days of the invoice for 1/2 the
original appliance cost. Appliances lost after 90 days
can be replaced, but at full cost
of the original.
Credit for Unused Appliances
It’s very rare, but from time to time something occurs
outside of your control, that results in an unused appliance.
As your “partner”, Ordont will provide a full credit
for unused appliances returned to us within 90 days of the invoice.
No hassles, no questions.
Checking on the Status of an Appliance
Checking on the status of an appliance is easy. Give us a call
at 800-325-3698. Your call will be answered by a “live” person
(during business hours – 7A – 4P Central Time) who
can quickly check the status of your order in our computer system.
Just let us know the doctor’s name, patient name on the
prescription, and the estimate number, if available.
For your convenience, order status can also be obtained via email.
Just send an email to status@ordont.com.
We’ll reply quickly,
usually within a few minutes—or first thing the next business
day following your request (if received after business hours)—with
the status of your order. Make sure you include the doctor’s
name and the patient’s name with your request.
Normal Delivery Time Frames
Delivery times vary according to the type of appliance you have
ordered. Normal delivery time, regardless of the type of appliance,
averages 9 – 12 calendar days—from
the time your prescription and model leaves your office, to the
day your appliance
is received back in your office.
Ordering an Appliance with a Specific Due Date
As your “partner”, we will do our best to accommodate
your patients’ needs. If you need a specific delivery date,
we will do our best to deliver your appliance when requested.
To order an appliance with a specific due date, please
note the exact date you need the appliance returned to your office. Orders
marked with a specific due date receive priority over those appliances
marked ASAP.
Please make sure to account for shipping time. If you use our
FREE postage paid shipping labels to ship your models to us,
it will require
2-3 business days for us to receive them. For
orders with particularly short time frames, we suggest that you
ship them to us using an overnight shipping service, at your
expense.
There may be an additional shipping
charge, which will be automatically billed on your invoice,
if your order time frames require us
to ship your return order faster than our normal return shipping
methods—which usually require 2-3 business days.
If you are in doubt, as to whether
or not we can have your appliance back when you need it, give
us a call. We’ll jointly figure
out how to get the appliance to you when you need it!
Emergency Service
Emergency or RUSH orders can be accommodated using a combination
of two way overnight shipping and our One Day Lab service. Additional
shipping and lab charges apply.
To request an emergency order, please
note EMERGENCY on your prescription, AND call our
office at
800-325-3698 to alert us
of your need.
Shipping Charges and Time Frames
There is no charge for models shipped
to us using our normal shipping methods.
In addition to the time it takes for us to build your appliance,
normal shipping methods require 4-6 business days—including
the shipping time it takes for an order to be received in our
office and returned to your office.
From time to time, based on your needs, you may need appliances
returned more quickly. We will certainly accommodate those requests.
However, they may be additional charges for shipping applied
to your order.
To avoid additional shipping charges,
use our FREE postage paid boxes and labels to ship your models to us, and allow enough
time for us to receive, build, and return your model to us using
our normal delivery time frames—usually 9-12 calendar
days.
Model Issues
We guarantee that our appliances will fit the models you
send us—exactly. The key is to have a good work model to
begin with. Unfortunately, we cannot control the quality of the
models
we receive from our customers. Often times, we receive models that
are broken, improperly poured, or in some other way distorted—making
it difficult or impossible to provide a properly fitting appliance.
If that happens, we will contact
your office immediately to advise you of the issue—before
we begin work on your appliance. We will explain the situation
and, together, we will jointly
determine how to proceed.
How to Avoid Model Problems
To avoid these potential problems, and to reduce the cost,
hassle, and mess of pouring up their own models, many of our
customers
utilize our EZ Pour Up service to produce the work models we
need to build their patients’ appliances. When we produce
the models, we guarantee the fit unconditionally. To utilize our EZ Pour Up service, simply send
us your impressions only. We’ll do the costly
and messy work of producing the work models for you.
To send us your impression:
1) Wrap the impression in a damp paper towel and pack it
 in
a tightly sealed plastic bag
2) Wrap the plastic bag containing the impression using
the
bubble wrap provided with our FREE model box
3) Affix our FREE postage paid shipping label to the box
To learn more about our EZ Pour Up service, and a new lower
cost, more stable impression alginate material, available
from one
of our partners, click here.
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