Customer Support

Frequently Asked Questions:

  • How do I initiate a return or exchange?

    Fill out our RMA-Number Request Form to acquire an RMA number from Glidewell Direct customer service for your shipment. Then follow the instructions thereon for packaging and shipping. Click here for our RMA Return Form

  • What is your exchange and return policy?

    Consumable Return

    • In order to receive credit for a consumable, the item must be returned complete and in salable condition within 30 days of your invoice date.
    • No returns accepted after 30 days from the original purchase date.
    • Discontinued, obsolete, expired, damaged or opened items will not be accepted for return.
    • The amount credited will be based on invoice price, less 15% for restocking fee.
    • Shipping charges are the responsibility of the customer and will not be credited.
      Equipment Return
    • In order to receive credit for equipment, the item must be returned complete and in salable condition within 30 days of your invoice date.
    • The amount credited will be based on invoice price, less 15% for restocking fee.
    • Equipment under warranty will be repaired according to the terms of the specific equipment warranty.
    • Equipment out of warranty will be repaired, with all charges (including parts, labor and shipping) paid by the customer. Shipping charges are the responsibility of the customer and will not be credited.
    • Click here for our RMA Return Form
  • How do I place an order?

    You may register for an online account or use an existing online account for access to the Glidewell Direct shopping cart. You may also call Customer Support at (888) 303-3975. Our product specialists are committed to answering your questions in a timely fashion to ensure your ordering is easy and efficient. We are available Monday – Friday from 6 AM to 5 PM (PST). International customers: Click here to view the list of International Distributors of Glidewell Direct products.

  • How do I make a change to my order after it was submitted?

    Please contact Customer Support at (888) 303-3975, if you would like to make a change to your order after it was submitted online.

  • How do I register for an online account?

    Registering is simple. Click here or use the register link at the top right portion of our website and you will be guided through the registration form. Once you submit the form, you may place an order using a credit card. The order will not be processed until your registration is verified. It takes approximately 24 hours to complete the registration verification process. An e-mail update will be sent to you to confirm the status of your registration.

  • Do you offer discounts for bulk orders?

    Please contact Customer Support for inquiries about bulk orders at (888) 303-3975.

  • Where can I access your Taxpayer ID #45-2822065 (W-9)?

  • I’m having problems using the website, what do I do?

    Please contact Customer Technical Support at (866) 791-9538.

  • Can I make a payment on my Glidewell Direct statement online?

    Yes, you may login to access the My Account Payment Center to make a credit card payment on your Glidewell Direct statement.

  • Can I bundle my Glidewell Direct order with a Glidewell Laboratories case?

    We do not bundle orders from Glidewell Direct and Glidewell Laboratories.

  • Can I view my Glidewell Direct statement online?

    Your detailed GL Direct statement is not viewable online. It will be mailed to you. You can access your account summary from My Account Payment Center, which provides your current statement balance. You can also sign up to receive E-statements. After registering for this free service, you will receive your monthly account statements via e-mail in the form of a PDF attachment.

  • How do I track my order?

    An e-mail containing a tracking number will be sent to the e-mail address associated with your Glidewell Direct account as soon as the order has shipped. You may also contact customer support for assistance.

  • What is your Shipping Policy?

    Orders placed after 3 PM (PST) will be processed the next business day. Business days do not include Saturdays, Sundays, or U.S. holidays. Shipping costs will be determined at the time your order is shipped and will be reflected on your final invoice.

    Canadian customers: Call (888) 278-0414 to order. International customers: Click here to view the list of International Distributors of Glidewell Direct products. At this time, we only ship to U.S./Canadian addresses.

    The following shipping methods are available:

    • Next Day
    • 2-day
    • 3-day
    • Ground with 5 to 10 day delivery

    Click here for a additional information about shipping methods and pick up options.

  • Why do the taxes display as TBD?

    Final taxes will be calculated at shipping and display on your final invoice.

  • Why are taxes combined on my invoice?

    Your order may be subject to CA Sales Tax and/or Medical Device Excise Tax. If the order is subject to both, these amounts are combined on the tax line of your invoice

  • Can I change my password?

    Yes, you may change your password. After you have logged in, you can alway use the drop-down menu on the upper-right hand corner of the website under the word My Account and go to your My Account page to find the link to update your password.

    Or... Just Click Here.

    If you require additional assistance, please contact Customer Technical Support at (866) 791-9538

  • Can I change my username?

    At this time you may not change your username. Your username is your assigned account number. If you require additional assistance, please contact Customer Technical Support at (866) 791-9538.

  • What do I do if I forgot my password?

    If you forgot your password, you may click on the Reset Password link on the Sign In page. You’ll need your Username/Account ID (70-XXXXXX). A reset link will be sent to the e-mail listed on your account profile. If you require additional assistance, please contact customer technical support at (866) 791-9538

  • What are my payment options for an order?

    When you place an order you may pay by credit card or by selecting Bill My Account. We accept Visa, MasterCard, American Express and Diners Club. Bill My Account allows you the flexibility of paying within 30 days of your Glidewell Direct statement date. All accounts must be paid within 30 days of the statement. If an account is not paid within 30 days, you may be subject to a late charge of 2% of the unpaid balance and a suspension of Bill My Account privileges.

  • Do your products and prices change?

    Yes, as products and equipment are continually undergoing refinement in design and manufacturing methods, we reserve the right to improve, modify, or discontinue products and equipment or change pricing at any time without incurring any obligation and without prior notice.

  • Will Medical Device Excise Tax (MDET) be added to the order?

    Effective Jan. 1, 2013, many of our products will be subject to the 2.3% Medical Device Excise Tax. If the tax applies to a product on your order the tax will be added. Final taxes will be calculated and displayed on your invoice at the time your order is shipped.

    You can find out more information on the MDET by going to the IRS website on the topic, click here.

    If you are a dental laboratory, the IRS website will also explain how to obtain an “exemption” from the MDET through the Form 637 Registration Program and how to provide certification that the materials purchased from us are for further manufacture.

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Need More Help? Call Us

(888) 303-3975 USA

(888) 278-0414 Canada

email: mail@glidewelldirect.com