Website Fulfillment Policy
1. Order Processing
- Order Confirmation: Customers will receive an email confirmation within 24 hours of placing an order.
- Processing Time: As our products are custom-made and unique, please allow 5-10 business days for processing.
- Out-of-Stock Custom Materials: If specific materials required for custom products are out of stock, customers will be notified and given an estimated restock date or the option to cancel the order.
2. Shipping
- Shipping Methods: We primarily use FedEx for shipping.
- Shipping Charges: When FedEx is used, and our account is referenced as the “bill-to,” Phoenician Dental Studios will pay for all shipping to and from your office. To conserve on shipping costs, please combine cases when possible.
- Delivery Estimates: Most cases are sent out with 1-2 day shipping once completed.
3. Returns and Refunds
- Eligibility: Since our products are custom-made, returns are handled on a case-by-case basis. Items must be returned within 30 days of receipt. To be eligible for a return, items must be unused and in the same condition that you received them, along with the original packaging.
- Return Process: To initiate a return, please contact our customer support to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted.
- Refund Processing: Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. Approved refunds will be processed within 7-10 business days.
- Non-Returnable Items: Certain custom items and materials may be non-returnable due to their personalized nature.
4. Cancellations
- Order Cancellations: Orders can be cancelled within 24 hours of purchase. After 24 hours, the order will enter the processing phase, and cancellations will not be allowed. However, you may contact us to discuss any concerns or changes.
5. Contact Information
- For any questions regarding orders, shipping, returns, or cancellations, please contact our customer support team at 888-888-6215.
Payment and Security
- Accepted Payment Methods: We accept all major credit cards, PayPal, and other digital payment methods.
- Secure Transactions: Our website uses SSL encryption to ensure your payment information is protected.
- Fraud Protection: Orders are subject to verification and fraud detection procedures.