Shipping policy

Last updated: August 8, 2026

SHIPPING POLICY

Tooldent ships professional dental laboratory instruments, equipment, consumables, and related products throughout the United States and Canada. This Shipping Policy describes our standard shipping rates, order processing, delivery, customs, and related shipping practices.

This is Tooldent's default Shipping Policy. If an accepted quotation, purchase agreement, dealer agreement, tender, purchase order accepted by Tooldent, or other written agreement expressly provides different shipping terms, those agreed terms will apply to the extent of any conflict.

This policy should be read together with our Terms of Service and Return and Refund Policy.

1. SHIPPING RATES

The following standard rates apply to qualifying shipments within the United States and Canada:

Rates are in U.S. dollars (USD) for orders shipped within the United States and Canadian dollars (CAD) for orders shipped within Canada. The applicable order subtotal is calculated after discounts and before taxes and shipping charges.

These are Tooldent's standard shipping rates. Oversized, unusually heavy, hazardous, special-handling, or other exceptional shipments may require different shipping arrangements. If an additional shipping charge is required and is not displayed at checkout, Tooldent will contact you before shipping the order.

Special promotions, discounts, quotations, negotiated orders, dealer arrangements, or other special offers may include different shipping terms. Where different shipping terms are expressly stated, those terms will apply instead of the standard rates shown above.

2. ORDER PROCESSING AND DISPATCH

We make reasonable efforts to process and dispatch orders promptly. When all products are in stock, orders placed before noon on a business day will generally be targeted for dispatch on the same business day.

Same-day dispatch is a service goal rather than a guarantee. Processing may take longer where an order requires payment verification, address verification, fraud-prevention review, special handling, inventory confirmation, or other reasonable additional processing.

Orders placed later in the day, on weekends, or on holidays will normally begin processing on the next applicable business day.

3. DELIVERY ESTIMATES

Available shipping methods and estimated delivery times are displayed at checkout based on the destination and shipping service selected.

Delivery estimates are provided for convenience and are not guaranteed. They do not include delays resulting from customs clearance, government inspections, border processing, carrier disruptions, weather, labor disruptions, transportation interruptions, or other circumstances outside Tooldent's reasonable control.

Expedited shipping provides a faster carrier service where available, but does not guarantee a specific delivery date and cannot eliminate delays caused by customs, government authorities, carriers, or other circumstances outside our reasonable control.

4. BACKORDERS AND PARTIAL SHIPMENTS

If a product becomes unavailable after an order is placed, we will make reasonable efforts to notify you and offer appropriate options, which may include placing the unavailable product on backorder or cancelling it for a refund.

Where appropriate, available products may be shipped separately while backordered products are shipped later.

If Tooldent elects to divide an order into multiple standard shipments because products are available at different times or fulfillment locations, the customer will not normally be charged additional standard shipping solely because Tooldent divided the shipment.

Additional shipping charges may apply if the customer specifically requests separate shipments, expedited treatment of part of an order, or another special shipping arrangement. Any such charge will be communicated before the additional service is provided.

5. TRACKING, DELIVERY, AND RECEIVING SHIPMENTS

Tooldent uses trackable shipping services whenever reasonably available. Tracking may not be available for every destination, product, or shipping service.

Where tracking is provided, customers are encouraged to monitor the shipment and make reasonable arrangements to receive or secure the package.

Customers are responsible for providing a complete and accurate shipping address and any delivery or access instructions reasonably necessary for successful delivery. For business premises, shared buildings, or other locations with common receiving areas, customers should provide appropriate information and make reasonable arrangements with reception, receiving personnel, mailrooms, loading docks, or other authorized recipients.

Tooldent may require signature confirmation or another form of delivery confirmation for high-value, sensitive, or other appropriate shipments.

Carrier confirmation that a shipment was delivered to the shipping address or authorized delivery location provided with the order will generally be treated as evidence that delivery was completed.

Tooldent is not responsible for theft, misplacement, unauthorized removal, or other loss occurring after confirmed delivery, except where the loss resulted from an error for which Tooldent is responsible or where applicable law requires otherwise.

6. LOST, MISSING, OR DAMAGED SHIPMENTS

If a shipment appears lost, is marked delivered but cannot be located, or arrives damaged, please contact Tooldent promptly.

Tooldent and the customer will make reasonable efforts to investigate and resolve the matter. This may include reviewing carrier tracking and delivery records, information and evidence provided by the customer, photographs, signatures or delivery confirmations, and the results of any carrier or customer investigation.

A customer reporting a missing or damaged shipment may be asked to provide reasonable information or documentation necessary to support the investigation or carrier claim.

If a shipment is marked delivered but cannot be located, please first check reasonable delivery locations such as reception areas, mailrooms, loading docks, neighboring units, colleagues, household members, or other persons who may have accepted or secured the shipment.

Please report shipping damage, shortages, or visibly incorrect shipments within 7 calendar days after delivery whenever reasonably possible.

Keep the product, shipping carton, manufacturer packaging, packing material, labels, and other relevant materials until Tooldent provides further instructions. Photographs or other reasonable evidence may be required to support a carrier or damage claim.

Where serious external damage or tampering is visible at the time of delivery, you may refuse the shipment where practical and should contact Tooldent promptly.

The appropriate resolution of a shipping issue will depend on the circumstances, available information and evidence, carrier findings, applicable shipping terms, and applicable law. Tooldent will make reasonable efforts to assist with legitimate shipping problems, but cannot guarantee outcomes controlled by carriers, customs authorities, or other third parties.

7. SHIPPING ADDRESSES AND SPECIAL DELIVERY ARRANGEMENTS

Please review the shipping address carefully before placing your order. Contact us as soon as possible if a correction is required.

An address change is not effective until confirmed by Tooldent. Once an order has entered fulfillment, we may be unable to change the destination. For payment-security or fraud-prevention reasons, Tooldent may require an order to be cancelled and placed again rather than redirecting it to a substantially different address.

Tooldent may verify order or delivery information before shipment where reasonably necessary for payment security, fraud prevention, or successful delivery.

If an incorrect, incomplete, or undeliverable address supplied by the customer causes carrier correction fees, interception charges, return-to-sender charges, or reshipping costs, those reasonable costs may be charged to the customer.

We may ship to P.O. boxes where the selected carrier and service support such delivery. Some courier or expedited services require a physical street address, in which case we may contact you for an alternative address.

If a customer directs delivery to a freight forwarder, export consolidator, reshipper, or similar intermediary, confirmed delivery to that intermediary will generally constitute delivery of the order. Tooldent is not responsible for loss, damage, repacking, storage, export handling, customs handling, or subsequent transportation occurring after delivery to the intermediary, except for a Tooldent error or product condition that can reasonably be shown to have existed before such delivery.

Customers may request shipment using their own carrier account or freight arrangement. Such arrangements require Tooldent's prior approval and may be subject to separate agreed shipping terms.

8. U.S. CUSTOMS, DUTIES, AND IMPORT CHARGES

U.S. orders may be fulfilled from Canada or from another authorized fulfillment location.

For U.S. orders fulfilled from Canada, Tooldent will make reasonable efforts to calculate and include applicable import duties and related charges in advance where practical, with the goal of making the delivered cost as predictable and convenient as reasonably possible.

Customs classification, valuation, country-of-origin determinations, duty rates, taxes, inspections, assessments, and clearance decisions are ultimately controlled by U.S. customs authorities and other government agencies and are outside Tooldent's direct control.

Customs authorities, carriers, or other parties involved in import processing may therefore in some circumstances recalculate, reassess, or impose additional duties, taxes, brokerage fees, processing charges, or other import costs after an order has been placed or shipped.

Unless Tooldent expressly agrees otherwise in writing, any additional import charge that could not reasonably be included or prepaid by Tooldent may be payable by the recipient.

Customs clearance, inspections, or other border procedures may also extend delivery beyond the estimate displayed at checkout.

If a customer refuses a shipment because of duties, customs charges, brokerage fees, or other import costs for which the customer is responsible, any refund may be reduced by reasonable actual costs incurred as a result, including return shipping, carrier fees, customs charges, brokerage charges, or other non-recoverable direct costs.

9. CANCELLATIONS, RETURNS, AND SHIPPING CHARGES

Contact Tooldent as soon as possible if you need to cancel an order. If we are able to stop fulfillment before the order is shipped or otherwise committed to fulfillment, we will normally cancel the order without a cancellation fee.

Once an order has been fulfilled or shipped, cancellation is no longer guaranteed and our Return and Refund Policy applies.

For an approved pre-fulfillment cancellation, Tooldent will normally initiate the refund within 5 business days after confirming the cancellation. Banks, card issuers, and payment providers may require additional time to post the refund to your account.

Free or discounted shipping applies to the qualifying outbound order only and does not automatically include return shipping or a customer-requested exchange.

If a discretionary return reduces the merchandise retained from the original order below a shipping-rate threshold, the refund may be adjusted in accordance with our Return and Refund Policy to reflect the standard outbound shipping charge that would otherwise have applied.

Special-order, non-stock, custom, drop-shipped, or manufacturer-procured products may become non-cancellable once procurement or fulfillment has begun, as described in our Return and Refund Policy or applicable written agreement.

10. GENERAL SHIPPING TERMS

Tooldent will make reasonable efforts to prepare orders correctly, package products appropriately, dispatch shipments promptly, provide available tracking information, and assist customers when shipping problems arise.

Customers are expected to provide accurate delivery information, make reasonable arrangements to receive shipments, monitor available tracking, promptly report problems, and reasonably cooperate with any necessary carrier or shipping investigation.

Tooldent is not responsible for delays, additional charges, or other consequences caused by circumstances outside our reasonable control, including carrier disruptions, customs processing, government actions, inspections, severe weather, natural disasters, transportation disruptions, labor disputes, border delays, or similar events, except to the extent applicable law requires otherwise.

Nothing in this Shipping Policy excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded or limited under applicable United States or Canadian law.

11. CONTACT

If you have questions about shipping, delivery, tracking, customs, or an existing shipment, please contact:

E-mail: info@tooldent.com
Telephone: +1-866-533-6826