When will my order ship?
What if I don't like
what I've ordered?
What if my shipment arrives damaged, defective, or incorrect?
How do you ship
Do you ship outside of the United States?
When will I receive
What about backordered items?
What are your
Do you offer discounts?
What forms of payment do you accept?
Can I speak to a
Most orders ship within 24 hours after you place your order, if everything is in stock (Monday through Friday). If we get your order early enough in the day, it will most likely ship that day. Please let us know if you need your order rushed or shipped with a faster service than ground.
We know that sometimes it's hard to know what a product can do or looks like until you actually have it in your hands. You may return any standard item, as long as you have not used it or damaged the packaging, within 45 days of purchase. Simply call or email us for an authorization. (Returns made without prior authorization are subject to restocking fees, so be sure to call first.) Specially ordered items, which are not normally available on our website or in our catalog, are not returnable. Your satisfaction is very important to us, so please feel free to call us to discuss any product issues and we'll do our best to make it right.
We do our best to send you what you ordered, and package it securely for its journey, but sometimes we make mistakes. If your package arrives damaged, defective, or is not what you ordered, please call us right away (within 10 days after receiving your shipment), and we'll fix the problem.
Because you're paying for shipping, we send your package the least expensive way possible.
We ship the majority of packages either UPS Ground or US Mail. FYI, most lightweight,
inexpensive items ship via US Mail. If you need something right away, we'll be happy to send it Overnight or Two-Day air, but this gets very expensive. Please let us know when you order if you have a preference.
Yes, we frequently ship to Canada, using the United States Postal Service because it's less expensive than UPS. Shipping to other foreign countries is very expensive and the results are unpredictable at best. Once a package leaves the United States, we have no control over its success of reaching its destiny. Many of our international customers make arrangements with us to send their packages to a friend or relative who resides in the United States. We are happy to try and accommodate you.
We are located in Ohio, so the further away you are from us, the longer it will take. As a rule of thumb, allow 4-5 days for shipments to the western half of the United States, 3-4 days to Central
and Southern United States, 2-3 days for the Midwest states and New England, and 1-2 days for the states surrounding Ohio. If you need your order sooner, we can send it a faster way other than Ground, but it's going to be expensive.
We prefer to send your order to you complete, all in one package. Sometimes one or more of your items will be out of stock for longer than one week, in which case we'll send you what we have now, and send the backordered items when we get them in stock. Some items are never stocked here in Ohio, and they'll ship directly to you from the manufacturer (we call this a "drop-ship"). These
include plaster and stone in 20-lb (or heavier) containers, orders for more than 200 retainer cases, handpieces, model trimmers and lathes.
We'll let you know immediately if one or more of your items is backordered. If we expect to receive the backordered item within one week, we'll wait for it and then ship your order complete. If that's not soon enough, we can ship you the in-stock items immediately, and then send the backorder to you once we get it in stock. Please be sure to let us know your preference. In most cases, we do not charge more than one shipping charge.
Summit Ortho's shipping charges are based on what UPS, FedEx, and the US Postal Service charge, which is basically a matter of weight and distance from our facility in Ohio. We do not charge a flat shipping fee.
Yes, we do, based on the quantity you purchase. As you look at the website, or view our printed price list, for many of our items you'll see pricing discounts for quantity purchases. If you don't see more than one price, then that item doesn't have a volume discount. We also offer the highest of the volume discounts for students, universities, and trade show purchases.
We accept Visa, MasterCard, Discover, and checks drawn on United States banks.
Yes, of course! A real person still answers the phone, will happily take your order, and thoroughly answer your questions: 1-800-321-9124. Don't worry, our website is not a substitution for the personalized customer service we've provided since 1961.
How soon will I get my appliance/retainer?
What's the difference between "date wanted" and "appt. date"?
Do I have to fill out the entire prescription?
What if my desired appliance/retainer is not on the prescription?
What about models
Do you accept digital models/scans?
What about bands?
What colors and designs do you have?
Do you have a price list for lab services?
What about shipping?
Where are your retainers/appliances made?
What about disinfection?
May I speak with the lab tech who's making my appliance/retainer?
May I customize things like wire sizes, clasping, and trimming?
I might want to use
your lab. How do I
Generally speaking, you will most likely get it back a day or two before your patient's scheduled appointment. We try to get each appliance out of our lab within 7 to 10 days of receiving it, although several factors can affect this, such as bad weather, flu season, holidays, and an overly hectic summer schedule. On the odd and infrequent occasion when we can't get your appliance/retainer back to you on time, we'll call you as soon as we know so that you may reschedule your patient.
"Date wanted" refers to the latest day you want to receive the appliance/retainer from us. It should be at least two days before the appointment date, just to ensure you have it in time. "Appt. date" is the actual date of your patient's appointment. It's very helpful if we also know the actual appointment time, too, just in case.
The most important information is the doctor's name, ship-to address, phone number, and license number, along with the patient's name and age, plus the type of appliance/retainer you want us to make. Filling out the prescription completely is the only way we know what to make. It's also very helpful if you draw your appliance— acrylic trim style, clasping, screw placement, etc.— on the prescription, especially if it's something unusual or different than your usual style. We do keep your instructions on file, so that neither of us must reinvent the wheel each time. Our goal is to make what you want, how you want it, the first time.
To be on the safe side, call us before you send the model so we can talk about it. Chances are, if it's something standard in orthodontics, we probably make it. Perhaps we know it by a different name.
This is the most crucial element in the entire appliance/retainer fabrication process. Please keep in mind that we can only make an appliance/retainer to fit the model you provide us. If that model is not an accurate representation of your patient's mouth, the appliance/retainer won't properly fit your patient. To ensure the best fit, we prefer that you send us your poured models. Discrepancies between the patient's actual anatomy and the impression may not be as visible in the impression itself— only upon the doctor's inspection of the poured model does the accuracy become more apparent. Of course, we will pour your models if necessary, but there is a charge for that. In fact, the more time we have to spend preparing your models for appliance fabrication, the more we have to charge you. If we feel that a model's inaccuracy is bad enough to result in a poorly fitting appliance/retainer, we'll first call you to discuss the problem, and then request new models prior to fabrication. We really hate to be so picky about this, but after 58 years of making appliances, we've learned to project the outcome. Please make sure you write the patient's first and last name of the back of each model you send— a fine-tipped Sharpie marker works great.
Unfortunately, at this time we do not accept any digital formats.
You have several options for banding. To ensure the best end result, you should send us a model with the bands you've fitted/sized to your patient's teeth properly placed on the model. We are not beneath begging our doctors to please, please, please thoroughly inspect this banded model for accurate placement of the bands before you send it to us! The second best option is to send us the bands, which you've already fit/sized to the patient, for us to seat on the model in our lab. Put them in properly labelled little baggies and include them with the prescription and model. The final option is for us to band your model with our bands. This should only be used as a last resort, as its efficacy is far inferior to the first two choices and creates a greater chance for improper and/or uncomfortable fit for your patient. Obviously, a band fit to a plaster model is no substitution for a band fit to your patient's actual tooth.
You'll find something to please all of your patients, including several shades of reds, blues, purples, yellows, greens, pinks, and oranges, as well as white and black. Most of these colors can be made either transparent or opaque. We can add glitter to any of these colors, and we can combine any colors to create the custom designs you see on our lab colors and designs page.
Yes, we do. Please call us, and we'll be happy to provide you that information.
Within the contiguous United States, we pay shipping costs one-way when you use our pre-paid mailing labels to send your models to us through the US Mail. We generally ship your finished appliances to you through UPS Ground. Any shipments outside of the contiguous United States, including but not limited to Hawaii, Alaska, US Virgin Islands, and Puerto Rico, will incur an additional shipping fee because of the higher cost of these shipments.
All of your work is fabricated right here in our lab in Munroe Falls, Ohio. We never send any of your work overseas. We use only FDA-approved materials, including acrylic monomer and polymer, plastics, wire, and expansion screws.
Please disinfect your models, impressions, and wax bites before sending them to us. Before shipping your finished appliances/retainers back to you, we disinfect them (and the models, impressions, and wax bites) with a product called Ultracare. It is EPA-registered, and meets OSHA, ADA, and CDC guidelines. All you need to do is rinse the appliance/retainer prior to placing it in your patient's mouth.
Of course! We believe great communication is a key component in patient satisfaction. If you're just not sure about a unique case, or want to try a different material, or need more information about what options are available, just call us. Our technicians have been here for over 30 years...they really know their craft and aren't shy about sharing information.
Yes! In fact, we expect and welcome it. We've seen enough changes since 1961 to learn that very little is considered "standard" anymore. Feel free to create your own "standard," and we'll keep it on record. Pictures and sample appliances are always helpful to us for something you've had made by someone else or have read about in a trade journal.
It's easy. Just call or email us to let us know what you're looking for right now, and we'll let you know if we can meet your needs. We'll send you pricing information, prescription blanks, mailing labels, and boxes. If we have any questions upon receipt of your model, we'll call you to clarify your instructions and expectations.