Frequently Asked Questions
Most Frequently Asked Questions
A Remote Area is defined as a post code or in the absence of post code, a suburb /town name that is difficult to serve. So a delivery to the remote area would attract a Remote Area surcharge. All the shipping cost applied in our website system is not including the Remote Area surcharge. So if you are from the remote area, please contact us first for your correct shipping cost. And we reserve the right to cancel the order if your shipping cost is fault.
Click to see the remove area list: DHL TNT Fedex
My Orders FAQs
If you have question about a special product, you can ask a question in the product details page and submit us the “Q&A” form; If you have a question about your order status, a return, or a purchase you are considering, you can use this contact form to contact us. We will reply you by email within one business day.
Yes, we have CE and FDA. Our products have been exported to USA and EU countries successfully.
Payment FAQs
We strive to help any dentists in the world buy from Treedental.com by offering a variety of payment methods. We are happy to accept wire transfers from any country in the world where local institutions are equipped to process them.
However, technical issues currently prevent us from processing credit and debit card payments from certain countries. In addition, PayPal may have limits on its services by country. Please check PayPal's site for the most up-to-date details on service availability.
If PayPal or credit card payments are not available in your country, please read more about paying for Treedental.com orders through wire transfer or Western Union here.
As an international internet retailer, Treedental.com does its best to accommodate a wide range of global currencies. We update our exchange rates weekly, which is based on the global currency markets. If you would like to know how to see prices in your own currency, please click here.
International Shipping & Delivery FAQs
In some cases, there will be VAT (Value Added Tax), other taxes, customs duties and/or fees levied by your destination country. These additional charges for taxes or customs clearance charges are the responsibility of the recipient. Unfortunately, we cannot estimate what the charges may be since customs and taxation policies vary widely from country to country. For further details, please contact your destination local customs office or visit their official website. In some cases, customs clearance procedures are required; under these circumstances, delays may occur, which will affect our original delivery estimation time.
For your convenience in the customs clearance issue, we usually delete the word “dental” in the commercial invoice and declare with a lower amount than the actual product price. If your destination country does not allow this or has some other special requests, please inform us in advance or leave us an order comment in the checkout page.
At this time, we regret to inform you that our shipping partners are unable to deliver to PO Boxes and/or APO/FPO military addresses. Please provide a physical street address to ensure that your items are delivered in a timely manner. If you provide a PO Box or APO/FPO military address, the shipment of your item will be delayed.
Brazil customs requires that all the international shipments must state the recipient’s “CPF” number (if the recipient is individual) or the “CNPJ” number (if the recipient is company) on invoice. Therefore, if you would like us to ship your order to Brazil, please make sure to provide the correct "CPF" or "CNPJ" number in the order comment when you doing the checkout so your package can smoothly clear customs.
FEDEX requires that all the international shipments which are shipped to EU country, if the recipient is company, must state the “EORI” number on invoice. Therefore, if you would like us to ship your order to EU country by FEDEX and the recipient is company, please make sure to provide us the correct “EORI” number in the order comment when you doing the checkout so your package can smoothly clear customs.
A Remote Area is defined as a post code or in the absence of post code, a suburb /town name that is difficult to serve. So a delivery to the remote area would attract a Remote Area surcharge. All the shipping cost applied in our website system is not including the Remote Area surcharge. So if you are from the remote area, please contact us first for your correct shipping cost. And we reserve the right to cancel the order if your shipping cost is fault.
Click to see the remove area list: DHL TNT Fedex
Returns & Refunds FAQs
When you receive your package, open it in front of the delivery person and check if everything is ok during shipping before you sign it. If you find an item was lost or damaged during shipping, please reject it and contact us immediately. If you have bought the shipping insurance, please report it to the insurance company and take photos of the damaged parts.
If we don’t get any news from you about the package within 3 days after you sign to receive it we will default that you get the package in intact.
Returns & Refund Guarantee
When you receive a product that was bought and paid for on our site, and you find it is not as described, you can contact us to resolve the problem. You will then be able to request a full refund and return the item, or keep the item and agree a partial refund with us. After agreement, a prompt refund will be issued either to your original method of payment or a treedental store credit, at your choosing.
All requests for returns must be made by simply Clicking Here or by contacting our Customer Care Center by email: [email protected]. Your order number, reason for return, contact name and phone number, and whether you want refund or replacement, must be filled out completely. Your RMA request will be attended to promptly and our RMA staff will contact you by phone or e-mail. If you do not hear from us in 48 hours ( excluding weekends and holidays ) please call Customer Support at 1-845-669-6266 ( M-F, 8 :30am - 5:30pm GMT+8 ).
●Scope of Guarantee
All products on treedental.com have the Returns & Refund guarantee. Any product bought through the site is protected if the items you received are not as described. Please note that all returned items must be in the condition you received them, with all the accessories and parts it was shipped with and in the original packaging. If not, the cost of the accessories and parts will be deducted from the total product price and you can only get a partial refund.
The following situations are not included:
1. An item you claim is not as described, but we can prove that it is.
2. Items are as described, but you no longer want them..
●Guaranteed Protection Period
A return authorization (RMA Form)must be requested within 15 days after your order has been completed.
●Return Shipping Fee
Situation 1: Products received not as described
If you agree with us to return your item, the refund will have its original shipping fee (from to you) as well but not the returning shipping fee (from you to). PS: Returning shipping fee may include shipping charge, import tax and some other unpredictable fee.
Situation 2: Products received but you don't want it anymore.
20% Restocking Fee will be charged on this situation, and all the freight must be arranged by you (both from to you and from you to).
●Workflow Details
●Important Note
We will do as much as we can in the outside package, however there are lots of uncertainties during the shipping, so when you receive the package, make sure to open it and check if everthing inside is in good condition. If not, please don't sign it and make a claim with the shipping company immediately, at the same time, inform us about the situation, we will assist you for the claim with our shipping agent. Please note that any damage caused during the shipping, we don't take any responsibility for it.
●Return Address
Add: NO.2,Beijiang Dadi Road, Xiqiao, Nanhai district, Foshan, Guangdong, China
Tel: +86-0757-81027077
Contact: Judy Pan
When returning an item, we recommend using your local postal service that provides tracking information and a Customs form, instead of a courier agency such as UPS, DHL or FedEx.
Once we’ve received your package, we will begin processing your return, which may take up to 3-5 business days. When processing is completed, we will contact you and issue your refund. For more information on how long it takes to receive a refund, please click here.
In most cases, we will refund your money within 48 hours after your package has been processed. The time it takes to receive your refund will differ based on the payment method you used.
PayPal
If you are a registered PayPal member, your refund has been completed instantly. You may check your PayPal account for more information regarding the refund.
If you are an unregistered PayPal user, it will take 7-45 days for PayPal to process your refund and return the money to your credit card account.
Western Union
For customers that paid using Western Union, we recommend using PayPal to receive your refund to avoid processing fees and get your refund immediately. If you want to receive your refund through Western Union, you will need to provide us with your necessary information and then go to a bank in your home country that supports Western Union to pick up your refund using the details we provide.
Bank Wire Transfer
Unfortunately, we cannot give more information on how long it will take to credit your account as it depends on your bank’s procedures. We recommend contacting your bank if you have any questions regarding a refund.
Product Guarantee FAQs
Free Spare Parts or Repairing Service
When you buy a product on our site, and find it not working properly during the product guarantee time, you can contact us to get the free spare parts or get the free repairing service.
●Scope of Guarantee
All products on treedental.com have the Free Spare Parts or Repairing Service guarantee during the product guarantee time except some special product line, such as the dental disposables.
The following situations are not included:
1. The item is out of the product guaranteed time. (You can find the guaranteed time for each product in the product details page.)
2. The damage of the item is caused during shipping.
3. The damage of the item is caused by man-made factors.
●Guaranteed Protection Period
You can submit the Free Spare Parts or Repairing Service requests within product guaranteed time. Most products on our site have one year guaranteed time (from you receiving the product). You can find the guaranteed time for each product in the product details page. You can do this by submit us the free spare parts or repairing service request form.
●Spare Parts or Return Product Shipping Fee
If you want free spare parts, we will send it to you with no charge. We will handle all the necessary shipping fees (from to you). If you want free repairing service, you are responsible for the returning shipping fee (from you to ), and we are responsible for back shipping fee (from back to you).
●Workflow Details
My Account FAQs
A Treedental.com account makes shopping with us much easier. Allows you to:
Check the status of your current order and keep track of previous orders.
Contact Customer Service with questions, order update, and general assistance.
Store your shipping and payment information to ease checking out process.
Ask questions and/or write reviews about a product. By adding a product reviews, you can enter to contests to win prizes.
Add an item to “My Wishlist” so that you can purchase in the future.
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