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- >Frequently Asked Questions
Frequently Asked Questions
Q: How do I get a Username and Password?
To get a username and password you’ll need to set up an account. The quickest way is to call us at 888-745-4737. We’ll generate an email to you with a temporary password to login to the site. You can also visit the “My Account” page and use the Register button.
Q: I forgot my password. What do I do?
Q: How long will it take to get my order?
iSmile’s warehouse is located in Sacramento, CA. So, the closer your practice is to Sacramento, the faster you’ll get your order. UPS is our preferred carrier (don’t you just love it when that big brown truck pulls up?). We also ship USPS.
Shipment times can be as little as the next day if shipped within Northern CA or as long as 7 days if we are sending it to Bangor, Maine. We know you want to get your orders as quickly as possible. That’s why we guarantee that all orders placed by 3:00pm PST will ship the same day.
Q: How can I track my order?
Once your order ships, our super-sophisticated computer will automatically send you an email with the UPS or USPS tracking number. With tracking number in hand, you can track your order every step of the way to your office. Or, you can just sit back, relax, and enjoy a dry martini knowing that your order is on the way.
Q: What is your Return Policy?
What? You want to return something? We’re heartbroken. Ok, we understand. There are three easy steps:
- Call your Account Manager within 30 days of purchase to arrange for a return authorization.
- Your Account Manager will process the return authorization and email a UPS return label to you within 24 hours.
- Apply the UPS return label to the outside of the box containing the item(s) you are returning and give this box to your UPS driver.
Please note: Items can be returned provided they meet the following conditions.
- Item is unopened, unmarked, and in its originally sealed package.
- Anesthetic and x-ray film cannot be returned if they are opened under any circumstances.
- Ultrasonic inserts can't be returned if opened.
- Special order items are not returnable.
Q: Where do I send my payment for the invoice I received?
Located at the bottom of your invoice is a payment stub that has all the mailing information for any payments sent to iSmile. It also conveniently shows your Customer ID #, Invoice #, Payment Due Date and the Amount Due. We try to think of everything.
Payments can be mailed to:
iSmile Dental Products, Inc.
4201 Sierra Point Drive, Ste 102
Sacramento, CA 95834
All invoices will be included inside the box along with your product shipment.
Standard payment terms are Net 15 days from date of invoice. Open balances past 30 days are subject to a 1.5% monthly finance charge. We also accept Visa, MasterCard, Discover, and American Express at the time of order.
Q: How do I search for a product?
There are a couple of ways to search for a product on the website. Let’s list the ways that you can try to see which method works best for you.
- Keyword Search
At the top of the homepage on the right hand side is a “keyword search” box. In this box, you can enter a few words that describe what you are looking for. As an example, we typed in “nitrile glove:”
After typing these keywords into the box and clicking the spyglass to start the search, here’s what you’ll see for our search for nitrile gloves:
Our search returned over 64 results. You can refine the search using the filters on the left hand side to narrow down the results if you like. Or, you can choose from the drop-down menu on the right to change the sorting order to sort by lowest price, best sellers, etc.
- Browse the Categories and Subcategories
Another way to search for a product is to use the catalog tree to browse the categories and subcategories. From the main header bar (at the top of the screen), click on “Shop Dental Products”. This will bring down a menu of all the different product categories offered on the website by iSmile. Move your mouse over the different categories to refine your search to show the subcategories available. In the example below, we are looking for “Anesthetic” and the subcategory of “Topical Anesthetic”. Clicking on the Sub-category will generate a list of all products that fit into this criteria.
Q: I can’t find a product I’m looking for. Can you special order it for me?
We can certainly try. The iSmile product line is continually growing to meet the needs of our customers. If our catalogue or website doesn’t show your favorite product, or a new product that just hit the market, call your Account Manager. If the product is available from a manufacturer that we work with, we can usually get it for you. However, special order items may be subject to extra freight charges, minimum quantities and they cannot be returned once ordered.
Q: Where can I view my previous invoices?
We’ve made this super simple for you. All your previous invoices can be viewed with a few clicks. You can even re-order directly from these past invoices. Under the “My Account” button at the top of your screen, click on the drop-down menu and select Order / Invoice / Quote Tracking.
This will take you to the search screen that looks like this:
If you know the time period you are looking for or an exact invoice number, this screen is useful. You’ll also see a complete list of all your previous Invoices sorted by date:
You can click on any invoice number and it will show you exactly what you purchased previously. And, with a single click you can re-order the entire order again – just hit the “Order Again” button and it will automatically add all these items to your cart for you.
Q: How can I create a Favorites List?
One of the best features of our new iSmile website is the ability to create Favorites Lists. Let’s face it, most dental offices tend to use the same products over and over again. You have your favorite glove, impression material, 2x2 and blue patient bibs. You know iSmile has the best products at the best prices, so let’s create a Favorites list for your office of all these items. You can even create multiple lists -- one for each office location, one for each dentist, etc. Then, ordering becomes super simple and fast. Just go to your Favorites List, select the items you need and add them to your cart. Voilà. Order done. Now go take a coffee break. You deserve it.
Q: How can I add a product to my Favorites List?
Super simple. On the Product Detail page for every product you’ll see a “Add to Favorites” button. Simply click on this button and select the Favorites List you want to add the item to. Voilà. Done.