FAQ and buyer’s guide

Dear customer, we hope that the navigation on our website is being a pleasant experience for you.

For more information, over to can always contact us via chat or through our customer service centre at the email (sos@ivory-dent.com), you can also check the answers we have written to help you with your most frequent questions:

1. What “My Account” is?

It is the private area you access when you sign up on our website www.ivory-dent.com.

In this section you can view your orders and the status of each of them, you can modify your personal information, modify your privacy preferences and contact us.

“My Account” will be created automatically when you register.

1.1. How do I sign up, what should I do?

It is Very easy; you just have to click on the “sign up” button that you find in several places on our website and fill in the fields that we require, a password and your email.

Once your sign up is finished, your data must be verified, so we will send you a first email in which we confirm you have received your request.

Our Staff will validate your data in less than 48 hours.

If your data are correct you will receive an email confirming your registration, while if they are not, one of our operators will contact you and ask for more information.

To Validate your data is essential to offer you the training online, the services and the prices dedicated to you.

Once your account is activated, you can access with your username and password and discover all the videos and offers that we have prepared for you, you can place orders (adding other information such as the shipping address, payment method, etc.) and / or contact us.

1.2. Why are there different account types?

We have services, training online and personalised prices for each dental professional, so when you sin up on our website www.ivory-dent.com we ask you to indicate which is the professional category that best defines you (Doctor, Reseller, Technician, GDO etc.).

Choosing the correctly professional category helps us to be more effective and to give you personalised services.

If you have selected an incorrect category do not worry, your registration will verified and in case that there is information that does not match what you have declared, you will be contacted by one of our operators.

1.3. I do not remember my password, what should I do?

You just have to click on the link (Reset password) on the login page.

In a few minutes we will send you a new temporary password with which you can access your private area and create a new password.

1.4. Can I modify my access data?

The username can’t be modified. The password can be modified at any time by clicking on the “change password” link, in your personal area.

1.5. I want to delete my account

To delete your account you must send an email to sos@ivory-dent.com indicating as object “Cancel my account” from the same email with which you have signed up on our website or you can indicate in the body of the email your data and the email with which you registered. We will provide to cancel your account and we will send you a confirmation email

2. How to order

2.1. How do I add a product to the cart?

You will just have to click on the “Add to cart” button that you will find in each product of www.ivory-dent.com

2.2. How do I place an order?

When you have finished choosing all the products you want to buy at www.ivory-dent.com:

1. Click on “My cart” to display all the selected products and their price
2. Insert the billing / shipping information (if you have already indicated all these data when registering, you will not have to indicate them again, they will be added automatically);
3. Select the desired payment method;
4. Select the shipping type you prefer;
5. Click on the button “Confirm order” and;
6. Indicate the information requested to complete the payment.

It is not possible to place orders via email, telephone or fax for the products found on our website.

2.3. I have paid for the order, what else do I need to know?

1. You will receive an email with the order confirmation;
2. A second email will arrive with the confirmation of the shipment and the shipping documents according to your case (invoice, picking, free export document etc.). Make sure that in the following days there is someone to receive the order; otherwise, please send an email to customers@ivory-dent.com communicating the days during which your establishment will be open: we will think of the rest!

2.4. I have already paid but I want to modify my order, is it possible?

To modify an already paid order is possible only if the order has not yet been sent.

You must please send an email to customers@ivory-dent.com in which you must specify:

1. Object: MODIFY ORDER N. (indicate the ID of your order)
2. Describe the modifications you wish to make

If the order has not been sent yet, we will send you a new order confirmation in the shortest possible time with the instructions to follow.

Any inaccuracies in the data provided, variations in the address or notes for the shipment can be corrected by clicking on the “modify my order confirmation” link within 1 hour of receipt.

Any modifications communicated by telephone can not be processed because it is a functionality not included in our business management software.

When sending the order, you will receive a notification that includes the tracking number of the shipment (tracking number).

2.5. I want to delete an order already paid

The order can be deleted until the preparation order is sent obtaining a total refund of the entire amount paid by sending an email to deleteorder@ivory-dent.com indicating:

1. Object: DELETE ORDER N. (insert the ID of your order)
2. Describe the reason why you want to delete the order.

We will answer you in the shortest possible time.

If the order has already been prepared or has already been delivered to the logistics company, it will no longer be possible to cancel it. By the way you will keep the right of return.

2.6. What does “Availability of an article” mean?

In the product page and in the cart, you can check the availability of the product. In the case that there are several orders confirmed at the same time, it may be the case that the displayed availability is not the actual availability.

AVAILABLE: The item is available and will be shipped within 48 hours.

NOT AVAILABLE / CAN BE RESERVED: The item is not available at the moment but we are already producing it. Fill in the form that you find in the product page indicating how many units you need and we will contact you as soon as the product is available so you can place and complete the order.

2.7. Why the product “Spray Oil” cannot be purchased online?

Being a product that needs a special shipment for being “dangerous goods”, we currently distribute in Oil Spray lubricant only in some European countries, it is therefore necessary that you contact us to verify the availability in your area and know the prices and conditions.

2.8. Why are there “minimum purchase quantities for Lubricating Spray Oil”?

We have established a minimum quantity to make you save money!

The Spray Lubricant Oil is a flammable product and therefore subject to particular safety regulations and preservation in transport. Being considered “special transport”, every time you want to buy that product, we prepare a special shipment according to current regulations so that it arrives at your company without damages and to make it travel with the maximum safety. In order to make you optimise the shipping and transport costs, we have established a minimum purchase quantity that will help you receive the desired product at the lowest price.

On the contrary, the maximum amount of purchase for each shipment is defined by the European limits established by the regulations in force at the time of shipment.

2.9. How do I reserve a product?

Fill in the form that you find in the product page indicating how many units you would like to book and we will contact you as soon as the product is available and so you can place and complete the order.

2.10. Can I apply a discount code after completing an online order?

We are very sorry but in no case it is possible to apply a discount after confirming an order.

If you confirm an order without correctly inserting the discount code or if you receive a promotional code from any of our communication channels (newsletters, social media, sms etc.) after you have confirmed the order, we will not be able to refund you for the discount.

If you receive a discount from one of our communication channels, to apply the discount you must insert it correctly before confirming the order and before its expiration date. We do not accept discount codes after they have expired.

2.11 Do the prices indicated on the website include VAT?

No, all prices published on our site, are without VAT. According to your tax profile the system will automatically add or not taxes during the purchase process and before you make the payment.

The sale price is indicated in the product page. On the same product page can be reflected a discount depending on the quantities or profile of the customer or for a current offer. Our shop online will automatically calculate the base price according to the indicated conditions.

IVORY S.R.L. reserves the right to modify prices at any time, without notice. If a wrong price is published for whatever reason (ex, an error in our computer system, human error, etc.) the order will be deleted even if it has been previously accepted and we will refund you the paid amount.

3. Payments

3.1 How can I pay for orders in www.ivory-dent.com?

Before confirming the order, you will be required to choose one of the following accepted payment methods:

CREDIT CARD / PAYPAL

After completing the order, clicking on “pay now” you will be redirected to the PayPal page where, inserting the data of your credit / debit card ( or your PayPal account, if you have one) you can pay easily and safely.

Remember that if you choose to pay with PayPal you will be redirected to the PayPal login page where you can insert your login credentials. In this case the payment in your PayPal account will be made at the conclusion of the transaction.

The confirmation of payment made with PayPal may not be immediate and take up to a few hours. The payment will be accepted only when you receive the PayPal email that indicates that the payment has been made correctly.

PayPal can also request a review of the payment that can last up to 24 hours. In this case Ivory S.R.L. will not send the goods until PayPal definitively confirms the payment. The review process will be communicated by PayPal via email. In case the order is cancelled by you or by Ivory and the payment has been made, the amount will be returned to your PayPal account.

ANTICIPATED BANK TRANSFER

You can also pay with a normal bank transfer. In this case the shipment of the goods will be made after receiving the amount due to the bank account of Ivory S.R.L.

Payment must reach the bank account of Ivory S.R.L. within 5 working days from the date of acceptance of the order or it will be automatically deleted.

You will receive in the confirmation email the data to make the bank transfer that, we remind, must be effective within 5 working days from the date of confirmation of the order or it will be automatically deleted.

The description of the bank transfer must indicate the Order Number and the Order Date.

In order to book the products and respect the displayed availability at the time of the order, please send THE PAYMENT RECEIPT with the order number to customers@ivory-dent.com. If we do not receive the transfer receipt, we cannot guarantee the availability of the products displayed when ordering.

The shipping times indicated online start from when one of our operators check the payment receipt.

PERSONALISED PAYMENTS

Exclusive payment method for regular customers and previous acceptance of Ivory s.r.l.

To pay for an order with a personalised payment method, send an email to customers@ivory-dent.com, indicating the order number and your request. We will contact you to evaluate your case.

We remind that in any case, goods will be sent within 48/72 hours after checking the confirmation of the payment done.

3.1 PAYMENTS PROBLEMS

In case of payment problems with credit card or PayPal, also after the order confirmation, we are not required to send the order. It may happen, in fact, that the supplier of your credit/debit card or Paypal request a verification of the payment. In this case we cannot proceed with shipment of the order until the final confirmation of payment.

FOR MORE INFORMATION WE INVITE YOU TO READ THE FULL TEXT ABOUT OUR CONDITIONS OF SALE.

4. TRANSPORTATION AND SHIPPING COSTS

4.1. Which and How much are the shipping costs?

The shipping costs are calculated automatically during the purchase online process. Before concluding the order and paying, you will see the costs, estimated transit times and the different shipping methods. You can choose the solution that best suits you and finish the purchase with the shipping costs included.

When we make offers with free shipping costs, you will also see the discount / promotion before making the payment.

For products that cannot be purchased online, you can see the shipping costs on the quotation that one of our operators will send you.

Shipping times change according to the chosen payment method. As the shipment will be made within 48 hours after checking the payment (usually it is necessary 2/3 working days for receiving the payment), he fastest method is the credit card, while the slowest is the bank transfer.

When choosing the Paypal payment method it can happen that Paypal request you a payment review and it can last up to 24 hours. In this case the shipment of the products will be made within 48 hours after receiving the definitive confirmation of payment by Paypal.

We will inform you by email about the details and the link with the tracking number so that you can track the shipment directly on the carrier’s site.

Shipments are made in ex work with recharge on the invoice and only by parcels chosen by our company. The customer assumes in all cases the risk of transporting the goods. The customer can secure the shipment by clicking on the “Securing the shipment” flag during the purchase process, taking charge of the corresponding costs.

4.2. How can I check the status of the shipment?

With the shipping confirmation email, we will also inform you of the tracking link of your order.

Goods can leave from different European headquarters and the times of delivery in Europe, generally is between 1 to 3 working days. For shipments outside the European community, times used to be 7/10 working days (until customs).

All the times indicated may change due to causes beyond our control, due to force majeure and / or provisions of the authorities. The standard delivery is made on weekdays from Monday to Friday and during office hours. Ivory S.r.l. is not responsible for possible errors of carriers such as not respecting the delivery notes you have indicated during the purchase process.

For the acceptance of the order the signature of the receiver is necessary; It is essential that at the delivery address you indicate there is always someone authorised to accept the order on your behalf.

4.3. Why was it not possible to deliver my order?

If it has not been possible to deliver the order, it may have been for one of the following reasons:

• Incorrect address: If the address is not correct, the package will be forwarded to our distribution centre. Before confirming an order, make sure you have indicated the correct address.
• Attempt of delivery failed: If for any reason there is no one to receive the order, the carrier will leave a message with the delivery data and in some cases the data on how to pick up the shipment. The carrier will make 3 delivery attempts after which the package will return to the sender.

When accepting the package, you must control:

1. That the number of boxes corresponds to the number of packages indicated in the shipping document
2. That the packaging is complete, has no visible damage, wet or in any way has visible elements that may have damaged the products contained in it.

It is not possible to check the contents of the package until the delivery is accepted. That’s because the transporter only responds for the external appearance of the package and for the number of boxes, not for its content.

4.4. How do I fix the delivery for a specific day?

It is not possible to do it with extreme accuracy but you can indicate a time slot (ex: from Monday to Wednesday from 4:00 pm to 6:00 pm) before finishing your order. In the “SHIPMENT” section, you can add the delivery notes you prefer.

We remind you that the schedule / day of delivery indicated by you is estimated and linked to the effective receipt of payment.

4.5. Shipping methods

Ivory-dent.com entrust for your shipments in the logistics company DHL.

In the shipping confirmation email, you will be sent a code (tracking number) with which, entering the website of the company DHL, you can track your order.

4.6. Transportation Damage

If the shipment has been made by one of our authorised distributors, please contact him.

If the shipment has been made by us:

• Any external damage or an incorrect number of boxes (boxes number different from that indicated in the transport document), must be answered to the carrier when accepting the delivery. You must accept the delivery indicating “acceptance with reservation for transportation damage” or “acceptance with reservation by open package” (depending on the case) or “acceptance with reservation due to lack of boxes” next to your signature, on the carrier’s delivery receipt.
• It is also necessary to make 1 or more photos of the damaged / opened packaging and of your signature with reservation written on the carrier’s receipt.
• If the material contained in the damaged box is also damaged, please write us a ticket using the QRRMA menu of our website www.ivory-dent.com choosing as a reason for the claim “return for transport damage” inserting all the data and attaching all the photos (of the packaging, of the damaged products and of the signed delivery receipt with reservation) within 5 working days from the delivery.
• If applicable, IVORY S.R.L. will organise the pick up and the new delivery of all the products for free, asserting his rights with the logistics company.

If the packaging is not damaged, we also ask you to check the goods immediately after receiving them to verify the content of the package and any anomalies that must be communicated in the same way as indicated.

Likewise, if upon opening the package the units you have received do not correspond to those indicated in the transport document, please write us a ticket using the QRRMA menu of our website www.ivory-dent.com choosing as the reason for the claim “missing material “enclosing the photos of the packaging before and after its opening within 5 working days from delivery.

Unauthorised returns will be forwarded to the sender.

If you do not sign the delivery with “reservation” and there are no photographs of the packaging or of the signature with reservation, the costs for repairing the product as well as pick up and return costs will be charged to the customer.

Shipments are made in ex work with recharge on the invoice and only by parcels chosen by our company. The customer assumes in all cases the risk of transporting the goods. The customer can secure the shipment by clicking on the “Securing the shipment” flag during the purchase process, taking charge of the corresponding costs.

FOR MORE INFORMATION WE INVITE YOU TO READ THE FULL TEXT ABOUT OUR CONDITIONS OF SALE.

5. RIGHT OF WITHDRAWAL

(Regulation 2011/83 / EU decree No. 21 of February 21, 2014 – New Regulations for Consumers)

5.1. When to exercise the right of withdrawal

Our goal is that you are satisfied with the purchase made on our site and / or through our platform, but in the case that is not so, you have the right to ask us to return the products, also without motivation within 30 solar days from the date of receipt provided that the products are suitable for sale, It means that it has not been used and that it is returned to us in the original packaging with all its parts / accessories.

5.2. Consumer responsibility

The product can be manipulated only to establish its nature, its apparent characteristics and its operation. If the product is used for other reasons, you are responsible for the loss of value of the goods / goods and it may be deducted from the amount paid when we make the refund.

5.3. How do I return a product?

To exercise the right of withdrawal is sufficient to write us a ticket through our QRRMA web menu of our website www.ivory-dent.com choosing as the reason for the ticket “satisfied or reimbursed”.

In this case you should also indicate the codes / codes of the products you want to return and the serial numbers.

Unauthorised returns will be returned to the sender.

5.4. Conditions for the return of a product

After having sent the request, our carrier will contact you to pick up the package. You must pack the products to be returned correctly or the carrier will not accept to pick up the package. Eventual damages are your responsibility and will be deducted from the amount to be reimbursed. It is not possible to use your logistics company.

5.5. What are the return costs? What amount will be reimbursed?

Exercising your right of withdrawal you will be reimbursed the total amount paid for the product excluding the shipping and pick up and eventual bank charges within 30 days from the receipt of your return.

The refund will be made exclusively with bank transfer. You must indicate your banking coordinates (IBAN) when you send us the withdrawal request through the QRRMA menu of our website www.ivory-dent.com.

FOR MORE INFORMATION WE INVITE YOU TO READ THE FULL TEXT ABOUT OUR CONDITIONS OF SALE.

6. Warranty

You can buy our products in full security because we offer you a 24 month warranty on any conformity / manufacturing defect.

In order to receive warranty assistance you must:

1. Save the purchase invoice of the products you want to return.

The guarantee will last for 24 months, attesting to the date of the invoice. If the invoice includes products that the guarantee does not apply (ex:, spare parts, oil, accessories, etc.), these are automatically excluded and you cannot exercise any guarantee right over them.

The warranty applies to products that have manufacturing defects and that are used correctly, respecting the purpose for which they were built as well as the indications provided in the USE AND MAINTENANCE MANUAL, WHERE also the duration is indicated.

In case of lack of conformity, IVORY S.R.L. will proceed to solve the problem free of charge by picking up the product and repairing or changing it, until the eventual termination of the contract with the full refund of the amount paid. If after an intervention by IVORY S.R.L. it will be verified that the product has no defects, according to what is established by Legislative Decree No. 24/02, the customer will be debited for possible verification and transportation costs borne by IVORY S.R.L.. In the event that the warranty has been established between IVORY S.R.L and the Distributor, the shipping costs will be charged to the Distributor.

If the defect is not attributable to a manufacturing defect, a photo report will be sent to the client to illustrate the cause of the defect and a budget to repair the defect, pick up and return the item.

The customer may reject the budget and request the product not repaired; In this case, you will be charged the fixed budget costs, which amount to € 30, plus the costs to pick up and return the product.

The guarantee will be without effect if:

1. The product is repaired in centres not authorised by IVORY.
2. The product is repaired with non-original spare parts.
3. The product is manipulated by third parties.

If for any reason IVORY S.R.L. cannot change a product under warranty (repaired or changed), with the consent of the customer can change the product (if it is available) for an equal or another of similar characteristics and value, or refund the amount paid.

The remaining conditions of the guarantee are indicated in the use and maintenance manuals of each article.

6.1 How do warranty repairs work?

The reparation will be documented with pictures or a video.

The repair of the hand pieces will be documented with a video of the entire repair process. If the cause is attributable to a defect in the factory, no cost will be owed to the customer. Guarantee will be understood as the free replacement of the parts that form the product and that are defective from the beginning due to manufacturing defects. If during the repair there were also other causes, IVORY S.R.L. will apply for those parts the conditions of article 19 of the conditions of sale. The guarantee of the handpiece will be valid until the end of the original contract.

If the cause is not attributable to a manufacturing defect, IVORY S.R.L. will send the customer a repair estimate via email. In any case, the client may reject the budget and request the return of the item not repaired.

In this case, you will be charged the fixed costs of the budget, amounting to € 30, plus taxes and costs to pick up and return the product. Are not covered by warranty all parts subject to normal wear, light bulbs, brushes, O-rings and all those that are defective due to negligence or carelessness, installation or maintenance error, maintenance performed by unauthorised personnel, transportation damage, damages caused by lime deposits or impurities in water and pneumatic power circuits, damage caused by lack of daily cleaning of filters or caused by third-party equipment (compressors, water softeners), or by circumstances that, in any case, all defects that cannot be attributed to a manufacturing problem.

In case of irreparable or repeated damage of the same origin, at the discretion of the manufacturer the handpiece can be replaced.

The warranty on the new handpiece will be valid as long as the original contract remains in force. Items will be sent only after receiving the payment. The payment methods can be consulted in article 8 of the conditions of sale. For more information on the conditions of the warranty, see the manual for use and maintenance of the product.

6.2 How do work the repairs not on Warranty?

The repair of the handpieces will be documented with a video of the entire repair process. If the budget is less than € 99.00 plus taxes, IVORY S.R.L. will proceed to repair without the client’s consent and will send you the proforma invoice for payment. If the amount is higher, the budget will be sent to the customer by email. In any case, the client may reject the budget and request the return of the item not repaired. In this case, only the fixed budget costs, which amount to € 30, plus the costs of pick up and return the product will be charged to the customer. Items will be sent only after receiving the payment. The payment methods can be consulted in article 8 of the conditions of sale.

The warranty on the repair is 12 months from the delivery date.

Are not covered by warranty all parts subject to normal wear, light bulbs, brushes, O-rings and all those that are defective due to negligence or carelessness, installation or maintenance error, maintenance performed by unauthorised personnel, transportation damage, damages caused by lime deposits or impurities in water and pneumatic power circuits, damage caused by lack of daily cleaning of filters or caused by third-party equipment (compressors, water softeners), or by circumstances that, in any case, all defects that cannot be attributed to a manufacturing problem. In case of irreparable or repeated damage of the same origin, at the discretion of the manufacturer the handpiece can be replaced.

FOR MORE INFORMATION WE INVITE YOU TO READ THE FULL TEXT ABOUT OUR CONDITIONS OF SALE.

7. Customer care

7.1. How do I contact the customer service centre?

We do not accept telephone claims.

For claims you have to fill the form that you will find on our QRRMA menu in your private area. We use this system so that all complaints are registered in IVORY’s management platform, so that our operators can evaluate them statistically in order to continuously improve our services.

For all other reasons, you can contact us by many ways… You can enter your private area and send us a contact form, you can contact us via chat or by email to sos@ivory-dent.com; You can also use the module “we call you ” and we will contact you or you can use the support system of your private area.

According to your request we will indicate how to proceed.