Policy

Billing:  All services provided will be statemented at the end of each month and mailed to you. An invoice will accompany your appliance for your records.

Payment: Account Receivables can make or break any business and its standings directly effects how a business entity can operate. In the intents of operating at optimum efficiency, we request that payment be made on/before the 15th of each month.

    • EasyPay : For your convenience, you can provide a payment method that would be utilized on the first business day of the month. Based upon your preference, a confirmation can be send to you by mail, fax or email. Please call and ask for Safan to set up your payment method.

Pick Up and Delivery: To perform a service in the Dental Laboratory industry, the lab needs to get materials from the clinic before any service can be rendered. Getting the case in the lab is an integral part of providing the best customer service possible. We offer a few different types of Logistical Solutions with a price structure constructed to be fair for both parties.

  1. Mail it to us (UPS, USPS or FedEx), drop it off or pick it up Absolutely Free!
  2. Pick Up/Delivery Service:
    1. Pick Up: Call us your pickup before noon to be picked up the same day and please allow at least 3 hours to be picked up. Please provide any hours that your clinic will be closed (ie.: Lunch or Closed).  $10.98
    2. Delivery: The case will be delivered by the end of your business day with account for lunch and time you close, which eliminates missed deliveries due to no one being there. $10.98
    3. Tracking and Custom Times: Packages can be tracked in real time and custom office hours are utilized to get package delivered by a specified time. Shipping in this manner will avoid any missed delivery due to office hours thus giving you assurance that there will be no time wasted for the clinic or the patient.
    4. Incentive
      • Cases received totaling over $160, Free!
      • Cases received totaling $100-$159, We Split
      • Cases received totaling Under $99, Both Charged
  3. UPS Labels: We can fax or provide a UPS labels that you would put attach to the box and drop off at the closest UPS drop box/store. Your package will be delivered to us by the end of the next business day if it is dropped off before the latest pickup time of the drop box/store.  $9.50

Shipping Instructions: Please POUR UP all impressions with a 1-2 inch base. Separate the cast from impression and wrap each cast individually with bubble wrap. Fill out an RX, if you need one please click (link to print RX page). Secure casts and RX in a box and Print out a UPS label. Drop off at any UPS Store, UPS drop box, or any Shipping Agent. Please review the last pickup hours for drop offs. (https://www.ups.com/dropoff?loc=en_US)

Turn Around Time: We have a 3 day in lab turnaround time. We don’t count the pickup day or the delivery day, and the appliance to be delivered by the end of the day on the 5th day. Please schedule the patient after receiving the appliance if possible, to compensate for any unexpected delays.

Unexpected Delays:

        • Holidays
        • Weather
        • Office not responding to case inquiries
        • Courier Error

Remakes: 

Quality is key at Ortho Prime Lab and we stand behind our products and appliances. Every case goes through a multi-step Quality Control Protocol and WILL NOT leave the lab if it does not fit your master cast! Rest assured that if it is delivered to you, the appliance is guaranteed to fit based on the materials provided to us. Ortho Prime Lab is proud to proclaim that we have a LESS THAN 1% REMAKE RECORD! We work diligently, and relentlessly, to maintain what makes us the best Orthodontic Laboratory in Houston.

Each appliance is covered for 30 days from the invoice date. After which, factors outside our control may be the reason for a remake. In the case where there is no laboratory error rather an error in the materials provided (i.e., distorted impression/cast, mishandling of the appliance, loss or damage caused by patients), we will split the cost of the new appliance.

As a standard, we split the cost of remakes with our clients.