Shipping & Returns
At North Star Dental Services, we want you to know what to expect before you place an order. Dental equipment, parts, and supplies don't always fit neatly into standard retail shipping and return policies, so requirements may vary depending on the product.
If you have a question about an item before ordering, please contact us. We'd rather help you confirm the right product before it ships than make a return unnecessarily complicated.
Shipping
In-stock items are processed as promptly as possible. Shipping times vary based on product availability, destination, carrier, and the type of equipment being shipped.
Some products may ship directly from the manufacturer or one of our distribution partners. For drop-shipped items, shipping times and carrier selection may be determined by the supplier.
Large or heavy equipment may require freight shipping. Additional freight charges, delivery requirements, or coordination may apply. When special shipping arrangements are necessary, North Star Dental Services will contact you before the order is shipped.
Delivery dates provided by North Star Dental Services, manufacturers, distributors, or carriers are estimates unless specifically stated otherwise.
Inspect Your Order Upon Arrival
Please inspect all packages and equipment promptly after delivery.
Shipping damage must be reported to North Star Dental Services within 48 hours of delivery.
If an item arrives damaged or appears to have been damaged during shipment, keep the product, original packaging, shipping materials, and shipping label until we have helped you determine the next step.
Photographs of the packaging, shipping label, product, and damage may be required to document a carrier or freight claim.
For visibly damaged freight shipments, please note the damage on the carrier's delivery paperwork before accepting the shipment whenever possible.
If something goes wrong in transit, contact us. We'll help you determine the appropriate next steps.
Returns
Most eligible new, unopened products may be returned within 30 days of delivery.
Contact North Star Dental Services before returning any product. Products returned without prior authorization may not be accepted or credited.
Return eligibility depends on the type of product, its condition, the reason for the return, and any applicable manufacturer or distributor requirements.
Products must generally be unused, unopened, in their original packaging, and in resalable condition to qualify for return.
Unless an item is defective, damaged in shipment, or shipped in error, the customer is generally responsible for return shipping costs. Original shipping and freight charges are generally non-refundable.
Restocking Fees
Some returns may be subject to restocking fees depending on the product and applicable manufacturer or distributor policies.
Any applicable restocking fees will be determined based on the individual return.
Special-Order & Drop-Shipped Products
Special-order and manufacturer drop-shipped products may be subject to manufacturer or distributor return policies.
Some special-order products may be non-returnable or subject to return shipping, restocking, cancellation, or other charges.
We encourage you to contact North Star Dental Services before ordering if you are uncertain about compatibility, configuration, sizing, or application.
Parts & Compatibility
Customers are responsible for confirming compatibility before ordering unless North Star Dental Services has specifically assisted with product selection for the application.
Electrical parts, circuit boards, sensors, and other components may have additional return restrictions once installed, connected, used, or removed from their original packaging.
If you believe you received the wrong part, do not install it. Contact us first.
Pre-Owned & Refurbished Equipment
Pre-owned and refurbished products are individually inspected and described on their product pages. Cosmetic wear, discoloration, scratches, or other evidence of previous use may be present and will not by itself constitute a defect when consistent with the product description.
Most pre-owned and refurbished equipment is considered final sale. In some circumstances, North Star Dental Services may consider a return on a case-by-case basis. Contact us before returning any pre-owned or refurbished product.
Any warranty specifically stated on the individual product listing will govern warranty coverage for that item.
Installed Equipment
Equipment that has been installed, connected, calibrated, programmed, configured, or otherwise placed into service may not be eligible for return except in the case of a covered defect, warranty issue, or other circumstance approved by North Star Dental Services.
Installation, service, calibration, travel, and other labor charges are separate services and are generally non-refundable once performed.
Consumable, Opened & Hygiene-Sensitive Products
For safety and quality reasons, certain opened, used, sterile, consumable, chemical, infection-control, or hygiene-sensitive products may not be returnable.
Return eligibility depends on the product and any applicable manufacturer requirements.
Order Errors
If North Star Dental Services ships an incorrect product or makes an error fulfilling your order, please contact us promptly. We will work with you to correct the issue and, when appropriate, arrange return shipping at our expense.
Cancellations
Orders may generally be cancelled without penalty if cancellation occurs before the order has been processed or committed to a manufacturer or supplier.
Special-order, configured, drop-shipped, or manufacturer-committed orders may not be cancellable once processing has begun or may be subject to cancellation, restocking, or other charges.
Refunds
Approved refunds will be issued after the returned product has been received and inspected unless other arrangements have been made.
Refunds will generally be issued to the original payment method. Applicable shipping, freight, restocking, special-order, or other non-refundable charges may be deducted from the refund.
Questions? We're Here to Help.
Dental equipment isn't one-size-fits-all. If you're unsure whether a product will work with your equipment, space, or workflow, contact North Star Dental Services before ordering.
We'll help you get clear on what you're buying and what to expect.
North Star Dental Services
Clear direction for your dental practice.