Frequently Asked Questions (FAQ)
Find quick answers to your most common questions below. We have compiled information regarding our product authenticity, global shipping policies, warranty coverage, and payment options to help you shop with confidence. If you cannot find the answer you are looking for, please feel free to contact our support team directly.
Product & Authenticity
- Q: Are your products authentic and brand new?
A: Yes, absolutely. We guarantee that all equipment sold on mydentalmall.com is 100% authentic, original, and brand new in its factory packaging. We source our inventory directly from authorized global distributors and manufacturers. - Q: Why are your prices lower than my local dealer?
A: We operate as a global online retailer with a direct-to-clinic model. By eliminating the costs of physical showrooms, sales representatives, and regional markups, we pass those savings directly to you.
Shipping & Delivery
- Q: Where do you ship from?
A: To ensure efficient logistics, we ship from our network of Asia-Pacific distribution centers. We will select the optimal warehouse based on stock availability. - Q: How long will it take to receive my order?
A: Shipping times provided are estimates only (typically 7-15 business days) and are not guaranteed. Actual transit time may vary due to customs inspections, logistics carrier delays, or unforeseen circumstances beyond our control. We appreciate your patience in these cases.
Returns & Exchanges
- Q: Can I return a product for a refund?
A: All sales are final. Once an order is processed and shipped, we do not offer cash refunds for “change of mind” or order errors. Please review your order carefully before payment. - Q: What if I receive a defective item?
A: If an item is Dead-on-Arrival (DOA) or defective, we will strictly provide a Repair or Exchange service. We will replace the defective unit or provide necessary parts to restore functionality, but we do not issue refunds.
Warranty & Technical Support
- Q: Do these products come with a warranty?
A: Yes. We provide a Shop Warranty (typically 6-12 months depending on the product) handled directly by our technical center. Since we offer cross-border pricing, warranty claims are processed by us rather than the local manufacturer. - Q: What if my equipment needs repair?
A: Contact us first! We start with a remote diagnosis. For minor issues, we can ship free replacement parts with video guides. For complex repairs, we will provide an RMA number for you to send the unit to our service center. - Q: Does opening the package void the return policy?
A: Due to hygiene regulations, we cannot accept returns on opened or used items unless they are defective. Please verify you ordered the correct model before breaking the safety seal.
Orders & Payment
- Q: Can I get a commercial invoice for my clinic?
A: Yes. A digital commercial invoice is automatically emailed to you immediately after purchase. If you need specific details (like a VAT number or clinic name) added, please contact support or leave a note at checkout. - Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, MasterCard, American Express) and PayPal. All transactions are encrypted and secure.
