Policies & Warranty
How to Order
Use our online forms or call Glidewell Direct at 1-888-303-3975. Our Product Specialists are committed to answering your questions in a timely fashion to ensure your ordering is easy and efficient. We are available Monday - Friday from 6 a.m. - 5 p.m. (PST).
- Orders placed after 3 p.m. (PST) will be processed on the next business day. Business days do not include Saturdays, Sundays, or U.S. holidays.
- Online Shopping cart available to U.S. customers only. Canadian customers: Call 888-278-0414 to order. International customers: At this time, we only ship to U.S./Canadian addresses.
- All accounts are payable within 30 days of statement date. Accounts not paid within the stated terms will be subject to COD status and a late charge of 2 percent of the unpaid balance. We accept AmEx, Visa, MasterCard, and Discover. All prices are subject to change without notice.
Product Return Policy
I. Consumables Returns: (Porcelain, Materials, etc.)
- In order to receive credit, item must be returned complete and in saleable condition within 30 days of invoice date.
- No returns accepted after 30 days of the original purchase date.
- Discontinued, obsolete, expired, damaged or opened items will not be accepted for return.
- Amount credited will be based on invoice price, less 15% for restocking fee.
- Shipping charges are the responsibility of the customer and will not be credited.
II. Equipment Returns:
- In order to receive credit, equipment must be returned complete and in saleable condition within 30 days of invoice date.
- Equipment under warranty will be repaired according to the terms of the specific equipment warranty.
- Equipment out of warranty will be repaired, with all charges (including parts, labor and shipping) paid by the customer.
- Shipping charges are the responsibility of the customer and will not be credited.
Product & Pricing Changes:
Because products and equipment are continually undergoing refinement in design and manufacturing methods, we reserve the right to improve, modify, or discontinue products and equipment or change pricing at any time without incurring any obligation and without prior notice.
Inclusive Tooth Replacement Solution (and related components) Guarantee Program
Implants & Restorative components
Glidewell Direct will replace without charge any Inclusive Tapered implant that fails to Osseointegrate, or fails following Osseointegration for a period of seven (7) years after initial placement. Glidewell Direct will also replace the prosthetic abutments and/or attachments placed on the implant at the time of failure if needed.
Crowns, Bridges & Dentures
Glidewell Laboratories will repair or replace implant restorations fabricated by Glidewell Laboratories without charge for the cost of materials and workmanship or refund the original price paid, at the lab's option, as follows:
- Porcelain to metal, all porcelain, all metal, milled implant bars, and screw-retained titanium or zirconia abutments (excluding abutments with angulations greater than 20 degrees), up to seven (7) years. Transition Crowns and Bridges® up to two years
- Dentures and partials including screw-retained dentures but excluding immediate dentures and partials up to one year if the failure is due to defects in materials or workmanship
Inclusive Restorative Components on Non-Inclusive Implants
If an Inclusive abutment is placed on a non-Inclusive Implant and the implant and/or restoration fails to Osseointegrate or fails following Osseointegration, Glidewell Direct will replace without charge any component needed for retreatment for a period of seven (7) years. The non-Inclusive implant will be replaced with an Inclusive implant if needed. Laboratory restorations not fabricated by Glidewell Laboratories are not covered by this warranty.
Limitations on Warranty Program
Laboratory restorations not fabricated by Glidewell Laboratories are not covered by this warranty. Glidewell Direct and/or Glidewell Laboratories shall not be liable for any incidental or consequential damages, whether foreseeable or not, caused by defects in the product or dental devices produced using said product. User is responsible for determining the suitability of the product for user's application. If this product is defective within the warranty period, user's exclusive remedy and Glidewell's sole obligation shall be replacement or refund of the purchase price of the product. For replacement or refund under this warranty, the original purchaser shall send the product at its own expense; postage prepaid, to Glidewell Direct, 2181 Dupont Drive, Irvine, CA 92612. THIS WARRANTY IS EXCLUSIVE, AND IS IN LIEU OF ANY OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTY OF MERCHANTABILITY OR WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE. Glidewell’s sole obligation and the buyer’s sole remedy for any breach of warranty shall be as set forth above. The buyer agrees that no other remedy (including, but not limited to, incidental or consequential damages for lost profits, lost sales, injury to person or property, or any other incidental or consequential loss) shall be available.
Medical Device Excise Tax (MDET)
Effective Jan. 1, 2013, many of our products will be subject to the 2.3% Medical Device Excise Tax.
Limited Warranty—Glidewell Direct
Glidewell Direct (“GD”) warrants all equipment and materials manufactured by GD and bearing its name to be free from defects in material and workmanship on the date of sale by an authorized GD representative to the original purchaser for use. With the exception of any special, extended, or limited warranty published by GD, GD will, for a period of thirty days, issue credit, repair or replace any part of the equipment determined by GD to be defective. This warranty applies only when the equipment is operated and/or installed and maintained in accordance with GD’s written recommendations. This warranty does not cover, and GD shall not be liable for: general wear and tear, or any malfunction, damage or wear caused by faulty installation, misapplication, abrasion, corrosion, inadequate or improper maintenance, negligence, accident, tampering, or substitution of non-GD component parts. Nor shall GD be liable for malfunction, damage or wear caused by the incompatibility of GD equipment and materials with structures, accessories, equipment or materials not supplied by GD, or the improper design, manufacture, installation, operation or maintenance of structures, accessories, equipment or materials not supplied by GD. This warranty is conditioned upon the prepaid return of the equipment or materials claimed to be defective to GD for verification of the claimed defect. If the claimed defect is verified, GD will repair or replace free of charge any defective parts. The equipment or material will be returned to the original purchaser transportation prepaid. If inspection of the equipment does not disclose any defect in equipment, material or workmanship, repairs will be made at a reasonable charge, which may include the cost of parts, labor, and transportation. THIS WARRANTY IS EXCLUSIVE, AND IS IN LIEU OF ANY OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTY OF MERCHANTABILITY OR WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE. GD’s sole obligation and the buyer’s sole remedy for any breach of warranty shall be as set forth above. The buyer agrees that no other remedy (including, but not limited to, incidental or consequential damages for lost profits, lost sales, injury to person or property, or any other incidental or consequential loss) shall be available. Any action for breach of warranty must be brought within one year beyond warranty expiration. GD makes no warranty, and disclaims all implied warranties of merchantability and fitness for a particular purpose in connection with accessories, equipment, materials or components sold but not manufactured by GD. These items sold, but not manufactured by GD (such as thermoforming equipment and supplies, scanners, mills, etc.), are subject to the warranty, if any, of their manufacturer. GD will provide purchaser with reasonable assistance in making any claim for breach of these warranties. In no event will GD be liable for indirect, incidental, special or consequential damages resulting from GD supplying equipment hereunder, or the furnishing, performance, or use of any products or other goods sold hereto, whether due to a breach of contract, breach of warranty, the negligence of GD, or otherwise.
Limited Warranty—Prismatik Ceramics™
Prismatik Dentalcraft, Inc. ("Prismatik"), is the manufacturer of dental products (the "product") including Inclusive® Mini Implants and Prismatik CZ™ Milling Blanks ("blanks") for CAD/CAM milling of dental devices such as BruxZir® crowns and bridges. Glidewell Direct is the exclusive distributor of the product. Prismatik and Glidewell Direct hereinafter are referred to collectively as Glidewell. For a period from the original purchase date of one (1) year for implants and (6) months for blanks and any other product ("the warranty period"), Glidewell will at its option replace or refund the purchase price of any product, to the original purchaser ("user"), that is returned due to defects in material and manufacture. NO GUARANTEE OR WARRANTY IS IMPLIED OTHER THAN EXPRESSLY STATED, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Glidewell shall not be liable for any incidental or consequential damages, whether foreseeable or not, caused by defects in the product or dental devices produced using said product. User is responsible for determining the suitability of the product for user's application. If this product is defective within the warranty period, user's exclusive remedy and Glidewell's sole obligation shall be replacement or refund of the purchase price of the product. For replacement or refund under this warranty, the original purchaser shall send the product at its own expense, postage prepaid, to Glidewell Direct, 2181 Dupont Drive, Irvine, CA 92612.
Limited Warranty—Outsource Dental Laboratory Services
LIMITED WARRANTY/LIMITATION OF LIABILITY: Glidewell Laboratories ("the lab") provides dental laboratory services ("devices") in the belief that such devices will be useful but WITHOUT ANY WARRANTY—without even the implied warranty of MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE—except that, subject to the return of devices that are placed and then fail, the lab will, in its sole discretion, either repair or replace such devices without charge for the lab's cost of materials and workmanship or refund the original price paid, for a period of ninety (90) days from the date of delivery (hereafter referred to as the lab's "remake warranty"). The remake warranty does not cover breakage resulting from accident or misuse. The lab's remake warranty is the lab's sole obligation and the client's sole remedy: you agree to pay all other costs, such as but not limited to the cost of preparation or veneering. Except where prohibited by law, THE LAB WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGES ARISING FROM THE USE OF DEVICES, WHETHER DIRECT, INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL, regardless of the theory asserted, including warranty, contract, negligence or strict liability. You agree to indemnify and hold the lab harmless from and against any claim or demand, including reasonable attorneys fees, made by any third party due to or arising our of your use of said devices. The lab does not guarantee the performance of independent carriers. You acknowledge that limitations on liability are a usual part of business-to-business relationships, and a common practice in the dental industry, and that such limitations as specifically stated above are relied upon by the lab when establishing the cost of providing dental laboratory services to your order. All matters arising from said relationship shall be interpreted and enforced in accordance with the laws of California.