Ordering and Return Policies

Ordering Policies

Processing & Cancellations:

  • Orders are processed Monday-Friday during normal business hours. In most cases, routine orders received by 12 p.m. (Eastern Time) are shipped the same day.
  • If you need to cancel an order, please call us immediately. If the order has not yet been shipped, then it can be cancelled. If an order has already shipped, it will be treated as a return which is outlined below.

Discounts:

  • Customers who qualify for special discounts, such as students or Advantage Program Members, will automatically receive their standard discount or the sale price, whichever is the best savings.

Payment Options & Terms:

  • Credit Cards: We accept MasterCard, Visa, and American Express
  • Other: Checks, money orders, and wire transfers
  • All invoices are payable within 30 days of invoice date. A $30 fee will be charged for each returned check. (Prices are subject to change)

Shipping Policies

General Policies:

  • All shipments are F.O.B. Buffalo, NY, USA unless otherwise stated.
  • Great Lakes will determine the type of carrier for all shipments except when the customer has provided special instructions. We will not accept liability for shipping charges, duty or tax.
  • Hazardous items are subject to restrictions and special shipping fees.
  • An itemized packing list will accompany each order. To ensure proper shipment, compare packing list with items received. If incorrect, Great Lakes must be notified within 10 days of receipt of merchandise.

Damaged Shipments:

  • If merchandise is damaged during shipping, notification must be made to the carrier within seven days. Retain original damaged packing for carrier evaluation. Great Lakes must then be contacted so that arrangements can be made for a replacement order.

Backorders:

  • Backorders that weigh less than 1lb or are valued under $20.00 will ship at no charge. Customers are responsible for freight charges on backorders that are outside these parameters.

Repairs:

  • Customers are responsible for all shipping costs to Great Lakes for products sent for repair.
  • Responsibility for return shipping costs depends on warranty status.

Returns & Credit Policy

To help us quickly process your return:

  • All returns require a Customer Return Service (CRS) Authorization Number.
  • Returned items must be unused and in resalable condition.
  • Returns must be made within 30 days upon receipt by customer to avoid restocking charges. Great Lakes reserves the right to refuse credit on any item returned after 30 days.
  • Returns after 30 days are subject to a 15% restocking charge unless the item is damaged in shipping or shipped in error.
  • Custom products: videos, DVDs, CDs, software, books, online training course access, pre-fabricated appliances and special request items (not stocked by Great Lakes), are non-returnable and non-refundable.
  • Hazardous items are not returnable.
  • All products must be returned prepaid and insured at full invoice value.

Coupon Restrictions

Some coupons are subject to restrictions, please see the list below for more details: 

Coupon/Promotion Details & Restrictions
 Promo L50 [ New Lab Customer ]
  • Panthera D-SAD® is not included.
  • eXceed® Indirect Bonding Services are not included.
  • Perio Protect Method® is not included.
  • Must be used within 6 months of first order date.
  • Coupon cannot be applied to your first order.
  • Limit one coupon per customer.
  • Coupon is not transferrable.
  • Cannot be combined with any other offers.
  • No cash value.

Ordering Policies

Processing & Cancellations:

  • Orders are processed Monday-Friday during normal business hours. In most cases, routine orders received by 12 p.m. (Eastern Time) are shipped the same day.
  • If you need to cancel an order, please call us immediately. If the order has not yet been shipped, then it can be cancelled. If an order has already shipped, it will be treated as a return which is outlined below.

Discounts:

  • Customers who qualify for special discounts, such as students or Advantage Program Members, will automatically receive their standard discount or the sale price, whichever is the best savings.

Payment Options & Terms:

  • Credit Cards: We accept MasterCard, Visa, and American Express
  • Other: Checks, money orders, and wire transfers
  • All invoices are payable within 30 days of invoice date. A $30 fee will be charged for each returned check. (Prices are subject to change)

Shipping Policies

General Policies:

  • All shipments are F.O.B. Buffalo, NY, USA unless otherwise stated.
  • Great Lakes will determine the type of carrier for all shipments except when the customer has provided special instructions. We will not accept liability for shipping charges, duty or tax.
  • Hazardous items are subject to restrictions and special shipping fees.
  • An itemized packing list will accompany each order. To ensure proper shipment, compare packing list with items received. If incorrect, Great Lakes must be notified within 10 days of receipt of merchandise.

Damaged Shipments:

  • If merchandise is damaged during shipping, notification must be made to the carrier within seven days. Retain original damaged packing for carrier evaluation. Great Lakes must then be contacted so that arrangements can be made for a replacement order.

Backorders:

  • Backorders that weigh less than 1lb or are valued under $20.00 will ship at no charge. Customers are responsible for freight charges on backorders that are outside these parameters.

Repairs:

  • Customers are responsible for all shipping costs to Great Lakes for products sent for repair.
  • Responsibility for return shipping costs depends on warranty status.

Returns & Credit Policy

To help us quickly process your return:

  • All returns require a Customer Return Service (CRS) Authorization Number.
  • Returned items must be unused and in resalable condition.
  • Returns must be made within 30 days upon receipt by customer to avoid restocking charges. Great Lakes reserves the right to refuse credit on any item returned after 30 days.
  • Returns after 30 days are subject to a 15% restocking charge unless the item is damaged in shipping or shipped in error.
  • Custom products: videos, DVDs, CDs, software, books, online training course access, pre-fabricated appliances and special request items (not stocked by Great Lakes), are non-returnable and non-refundable.
  • Hazardous items are not returnable.
  • All products must be returned prepaid and insured at full invoice value.

Replacement, Credit & Repair Policies

Use the following guidelines when returning an appliance:
 
Along with the appliance, be sure to include the original construction model(s), setup model(s), and bite registration, if applicable, clearly indicate your reason for return. All returns are examined by our technical staff and customer service department. Warranty is voided if original model(s) or bite is not returned.
 
  • Returns after 30 days are subject to a 15% restocking charge unless the item is damaged in shipping or shipped in error. This does not apply to custom made devices.
  • One-year warranty on Athletic Mouthguard material, Hard/Soft and Variflex™.
  • 90-day wire repair, expansion screw, and plastic pontic warranty.

Shipping to and from our Laboratory

United States Customers:

We provide postage paid U.S. Priority mailing supplies for forwarding your cases to our laboratory. All cases are returned via UPS unless otherwise requested.
 
In recognition of your patronage and volume usage, our freight charges are based on the number of appliance requests received in each package. Feel free to tape boxes together to get the best rates.
 
Also available is UPS 2-Day “On Call” service for traceable forwarding of cases to the laboratory. An additional fee per box will be added and your case will automatically be returned, UPS 2-Day air, with no further expense. The fees charged are substantially less than actual costs and when compared to other commercial laboratories.

Canadian Customers

When forwarding cases to the laboratory, send them prepaid or billed directly to your office to:
 
Great Lakes Dental Technologies
Fyke Trading
570 Industrial Dr
Fort Erie, Ontario L2A 5M4
 
Great Lakes will return all cases via UPS Worldwide Express unless otherwise specified. All return freight fees, taxes and duties will be applied to your account approximately two weeks after the shipment date.
 

International Customers

Forward all cases to the laboratory prepaid or billed directly to your office. In some countries UPS pick up can be arranged, please inquire. We will return all cases UPS Worldwide Express unless otherwise requested. All return freight fees, taxes and duties will be applied to your account approximately two weeks after the shipment date. These charges are discounted due to Great Lakes volume usage with UPS and we pass these
savings along to you.

Coupon Restrictions

Some coupons are subject to restrictions, please see the list below for more details: 

Coupon/Promotion Details & Restrictions
 Promo L50 [ New Lab Customer ]
  • Panthera D-SAD® is not included.
  • eXceed® Indirect Bonding Services are not included.
  • Perio Protect Method® is not included.
  • Must be used within 6 months of first order date.
  • Coupon cannot be applied to your first order.
  • Limit one coupon per customer.
  • Coupon is not transferrable.
  • Cannot be combined with any other offers.
  • No cash value.