Implant Direct will be closed December 24,th, 25th & 26th in observance of the Christmas Holiday and Boxing Day. Orders placed after 4 p.m. PST on Monday, December 23rd, will not ship until Friday, December 27th. Online orders placed after 4 p.m. PST on December 24th, will not ship until Friday, December 27th.
Customer Service
- Updating Account Information
- Ordering
- Viewing Orders
- Shipping & Delivery
- Returns & Replacements
- Warranty
- Clearing Cache Instructions
- Updating Account Information
- To update your ACCOUNT INFORMATION simply follow the link to the Account Tab where you change your billing, shipping and profile information.
- Ordering
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- Viewing Orders
- To easily view your ORDER HISTORY, simply follow the link to the Account Tab where you can view your current and previous orders.
- Shipping & Delivery
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- All orders placed prior to 3:30 PM PST, Monday – Friday will ship the same business day.
- Orders placed after 3:30 PST are released for shipment on the next business day. Unfortunately, we cannot guarantee a no-delay delivery through our shipping carriers and no refunds for delays will be issued. All orders are subject to weather, mechanical or sorting delays by the third party service.
- Saturday delivery options are available in select areas only
- Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart where you will be offered Shipping Method choices and their prices.
- FedEx and UPS will not deliver to a Post Office Box.
- If you experience difficulties with your payment entry, please contact Customer Service at 888-649-6425 or via email at css@implantdirect.com. Our customer service hours are 5:00 AM to 5:00 PM PST, Monday – Friday.
- You will receive a shipment confirmation at the email address linked to your account when your order has shipped, and tracking information shortly thereafter.
- Customer Pick-up is available at Implant Direct’s Distribution Center, 1889 W Mission Blvd., Pomona CA 91766, between 9:00AM and 4:00PM Monday – Friday. Please call 909-671-3250 upon arrival.
- Returns & Replacements
- Implant Direct's Guidelines Regarding Product Return, Exchange, and Replacement:
- Product Returns or Exchanges: Products purchased from Implant Direct within sixty (60) days from the invoice date of the respective Products may be returned. The purchase price for returned Products will be refunded to the form of payment used at the time of purchase. Products purchased from Implant Direct within twelve (12) months from the invoice date of the respective Products may be returned against an order of equal or greater value of the returned Products. Products tied to a promotion may be returned for exchange only. Products purchased in a kit or set cannot be returned and/or exchanged as individual components. Only Products that are still in their intact original packaging will be considered for return/exchange. The original packaging and the Products may not be damaged, marked, or otherwise altered. Product must be eligible for resale. Sterile items such as implants, healing collars, and cover screws must have at least 2 years of shelf life left to be eligible for return. Infection prevention products and Medit intraoral scanners are subject to a 20% restocking fee. All sales of temperature-controlled products, including biomaterials and Chairside, are considered final. Implant Direct will not accept returns or exchanges of temperature-controlled products. The replacement implant from a warranty claim is considered final sale and cannot be returned. Implant Direct does not provide shipping labels. Customers are responsible for the shipping costs of the products being returned. Product must be returned within 30 days of RMA confirmation. If not received within 90 days, RMA will be canceled, and request will need to be resubmitted.
- Product Replacement: Product replacement will be issued if there is a demonstrable manufacturing defect or labeling error.
- Implant Guarantee: Implants that fail to achieve osseointegration are covered by our WARRANTY POLICY. INITIATE WARRANTY NOW
- Surgical Instrument Guarantee: Implant Direct does not accept return of drills or surgical instruments removed from their original package for reasons of cutting edge wear or rust formation due to handling variables outside our control.
- Product Shipping Errors: Shipping costs waived upon shipment of replacement product.
- To initiate a return: Customer are advised to follow the INSTRUCTIONS ON HOW TO INITIATE RETURNS. Customers must obtain a Return Material Authorization (RMA) number prior to returning the products. The RMA number must be indicated on the outside of the package. Customers can also contact Customer Service at 888-649-6425 for guidance. INITIATE RETURN NOW
- Warranty
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- Implant Direct will issue a replacement for failed implants that have achieved initial stability and require removal up to five (5) years following placement. We will replace these failed implants with "like" implants, but will of course make exceptions related to implant diameter and/or length. Once all necessary information is received and the product has been picked up by our delivery service, at our charge, replacement product will be provided within three (3) business days.
- To initiate warranty claim: Customers are advised to follow the INSTRUCTIONS ON SUBMITTING A WARRANTY COMPLAINT. Implant Direct will review all submissions within 3-5 business days to determine if a product return is required before a replacement is issued. You will be notified of your status via email. Customers can also contact Customer Service at 888-649-6425 for guidance. INITIATE WARRANTY NOW
- If you wish to reach our customer service, please call 888-649-6425 M-F 5am - 5pm PST or email us at customer.claims@implantdirect.com