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.