The standard source of information is intraoral scans.
We support all intraoral scanner communication systems, including:

• OtonetExpress,
• 3Shape Inbox,
• iTero System,
• Carestream system,
• Medit System,
• Dental Wings system
• i inne.

To configure the sending address for the above systems, use the address inbox@ortolab.com.pl

We will be happy to assist you in the proper configuration of your software for comfortable working.
If you need to use a communication method other than the above, please contact us.

As an alternative to the scanner manufacturers’ systems, you can also deliver the data directly to our e-mail address inbox@ortolab.com.pl.

We also still accept impressions or plaster models.
If this is the case, please send your materials to the following address: listed below under ‘Contact details, shipping and mailing address’.

Data and materials to complete the order are delivered via courier companies to our Lab

We can assist you with arranging a UPS or DHL courier to pick up your order from a specified location. To request and order pickup schedule, kindly contact the Ortolab front desk using the details outlined in the “Contact tab”

The order package, once picked up by the courier will be delivered to our Lab. The delivery costs are covered by the client.

The order may also be described as an attachment to the data sent by one of the electronic forms of communication supported by us.

We recommend using the job codes found in the description in our general product catalog.

We use only new, certified elements for production; screws or other “recycled” elements sent by the customer will not be reused to make new appliances.

Files to download.

Appliances are performed using typical materials; on request, it is possible to agree on the use of other materials required by the client.

Orders placed for appliances manufactured on the basis of intraoral scans require a model to be printed in 3D technology and manufactured using a technology adapted to the specific work.
 3D printing of models is not included in the standard price list of appliances.

Orders are processed in the order in which they are received, maintaining the deadlines specified in the order. The standard production time for specific order types is in business days:

• retainers: 2 days,
• diagnostic models in the DDP AI system: 2 days,
• simple acrylic braces: 3 days,

• complicated acrylic appliances: 7 days,
• A-ligner: 4 days from order confirmation,
• appliance on mini-implants: 7 days,
• digital services related to DDS-Pro software: 2 business days,
• plaster models (depending the type): from 2 to 8 days
• 3D prints: 2 days

We send orthodontic appliances, plaster models, 3D prints and other types of orders to the indicated address in the agreed manner: DHL, UPS couriers.
Digital products (diagnostic models in the DDP AI standard) are available as files on the customer’s account in the Ortolab digital system.

Other digital products as a files are delivered to the e-mail address indicated by the ordering party as attachments (if the file size allows it) or using an agreed service, e.g. wetransfer.

We deliver our products by courier to all EU countries and others if the delivery conditions are convenient and accepted by the ordering customer.
Electronic services are delivered by us to any place in the world, if the client’s type of electronic communication allows it.

Instruction for using the customer’s account in the Ortolab’s system.

We provide a warranty for appliances:

• 3 months for thermoformed and soldered appliances,
• 6 months for acrylic appliances,
• 6 months for Premium aesthetic retainers.

During the warranty period, we repair the appliances free of charge.

We make the decision on qualifying the appliances for warranty repair within 3 days of receiving the complaint and possibly consulting the ordering doctor.

The following devices are not covered by warranty:

• if the conditions in the patient’s mouth do not match the sent scan or impression,
• not fitting due to changes in conditions in the patient’s mouth since the scan or impression was made,
• damaged as a result of adjustment due to changes in conditions in the patient’s mouth resulting from, among others, as a result of the progress of the treatment itself,
• modified outside our lab,
• damaged outside the lab for reasons beyond the lab’s control.
  

We guarantee the repair of all appliances produced in our lab not covered by the warranty or after the warranty period has expired. If the scope of the required repair exceeds cost-efficiency criteria, it may be warranted to remake the appliances as post-warranty and non-warranty services is chargeable in line with the current price list. In certain specific cases, an individual pricing might be warranted.

It is possible to repair appliances made in other laboratories, provided that the materials from which they are made and the work technique used are consistent with our standards.

Information about cooperation with us is available in the Ortolab digital system.
Each customer has an individual account secured with a login and password containing their data, including:

• contact and invoicing data,
• list of orders with copies of order forms,
• certificates for completed appliances,
• list of issued invoices along with the current settlement balance,
• order forms for download,
• access to files with ordered model files in the DDP AI standard,
• access to download free DDP-Ortho software,
• contact form with recorded communication history.

Accessing the Ortolab digital system requires creating a user account.

The account can be created by a doctor.

Through the Ortolab Digital System, the customer receives the following information by e-mail:

• confirmation of receipt of the order,
• order confirmation,
• information about issued invoices,
• information about the current balance and outstanding liabilities,
• other information depending on requirements.

The Ortolab digital system can only fulfill its purpose if the e-mail addresses provided in the user account are correct and read regularly.

Instruction for using the customer’s account in the Ortolab’s system.

We operate in line with the current provisions on the protection of personal data GDPR. The relevant clauses are available on the website and after logging in to your user account in the Ortolab digital system.

Kindly reach out to us directly in order to sign an agreement regulating our cooperation in terms of GDPR.

In accordance with applicable regulations, we issue a certificate for each manufactured medical device (Statement on a custom-made medical device – declaration of conformity.).
The certificate is a document confirming that we have manufactured the device in accordance with the essential requirements.

The certificate includes:

• manufacturer’s marking,

• intended use of the product,
• designation of the doctor who designed and ordered the product,
• product description provided by the ordering party (copy of the order),
• identification of materials used to produce the product,
• instructions for use of the product.

Certificates for individual appliances are available for download after logging in to your user account in the Ortolab digital system.

Instruction for using the customer’s account in the Ortolab’s system.

Typically, payment is made on the basis of an invoice with a weekly payment deadline.
Invoices are issued in one of the following currencies to the account specified in the invoice:

• PLN,
• EUR,
• DKK,
• SEK,
• NOK.

The recipient decides on the currency when creating a user account in the Ortolab digital system. After issuing the first invoice, it is no longer possible to change the currency.

Upon request or in the event of arrears in settling invoices, payment is made upon delivery of the shipment.

Orders are valued based on current price lists in individual currencies.
Standard prices are modified depending on the type of additional elements not included in the standard pricing.
A list of standard appliances can be found in our catalogue.

Orders subject to individual valuation and requiring confirmation before implementation:

• Appliances on temporary anchors (TAD),

• Implantation navigation kits, including zygomatic and orthognathic procedures,

• A-Ligner system treatment kits depending on the treatment duration,

• unusual and complicated appliances,

• repairs of appliances made by other laboratories.

Shipping and mailing address:

Ortolab Sp. z o.o.
ul. Krótka 29/32,
42-202 Częstochowa,

Poland

NIP: PL 573 28 55 494

E-mail adress:
Office: info@ortolab.com.pl
Sending orders: inbox@ortolab.com.pl

Phone numbers:
Office: +48 343671822
Digital Department: +48 343668054
A-ligners service: +48 724018808