Shipping & Returns

Simple shipping. Clear support when you need it.

Whether you are sending impressions, submitting a dental case, waiting for delivery, or requesting help with an adjustment or remake, this page explains the next step.

Track an Order Contact Support

Instructions supplied with your specific order or provider case take precedence over this general guidance.

Trackable ShippingOrganized delivery and order support

Protected Case HandlingPack physical materials securely

Digital Provider WorkflowSubmit eligible files online

Adjustment & Remake SupportContact us before returning a case

Choose Your Path

Shipping guidance for customers and dental professionals

The process is different depending on whether you are ordering a personal appliance or submitting a professional laboratory case.

FOR INDIVIDUALS

Customer Orders

Follow the instructions provided with your order and impression kit. If physical impressions are required, use the return method supplied with your kit after your impressions have been reviewed and approved.

Keep your order number with your materials.
Follow the impression photo-review instructions before mailing impressions.
Use the return packaging and shipping instructions supplied with your order.
Keep tracking information until your materials are received.
Contact support before sending anything back for an adjustment or remake.

Customer Account Need help? Contact us →

FOR DENTAL PROFESSIONALS

Provider / Clinic Cases

Eligible de-identified digital cases can be submitted through the provider workflow. When physical impressions, models, bite registrations, appliances, or supporting materials are required, identify and package the case using the ISO Metrik order/case number and no patient-identifying information.

Include the ISO Metrik order/case number and de-identified laboratory instructions. Do not include patient names or other patient identifiers.
Upload eligible de-identified STL, FORM, OBJ, or PLY files and non-PHI supporting documentation through your provider workflow.
Protect physical impressions and models from movement or crushing in transit.
Keep digital files and physical materials associated with the same ISO Metrik order/case number.
Contact the lab before returning an appliance for adjustment or remake review.

Provider Sign In Case shipping question? Contact us →

Physical Shipments

Pack dental materials to stay protected and identifiable.

When a physical shipment is required, careful packaging helps prevent damage and keeps the case connected to the correct order or case record.

Identify the case

Include the ISO Metrik order/case number and only the de-identified information requested in your instructions.

Protect the contents

Use a rigid container and enough internal protection to prevent impressions, models, or appliances from shifting.

Seal the package

Close the outer package securely and attach the shipping label exactly as instructed.

Keep your tracking information

Retain the tracking number until delivery is confirmed.

Delivery & Tracking

Know what to do before and after delivery.

Track Your Order

Use the Track Order page and the order information associated with your purchase. Carrier tracking may also be provided when your shipment leaves the lab.

Track Order →

Address Changes

If your delivery address needs to change, contact us as soon as possible. Once a shipment has entered carrier transit, an address change may not be possible.

Contact Support →

Damaged Package

Keep the packaging and contents, take clear photographs, and contact us promptly. We will review the shipment and provide the appropriate next-step instructions.

Report a Shipping Issue →

Adjustments & Remakes

Contact us first. We will guide the next step.

Custom dental appliances and professional laboratory cases are reviewed individually when there is a fit concern, manufacturing issue, shipping problem, or other case-specific concern. Customer appliance fit claims submitted within 30 calendar days after delivery are reviewed under the published 30-Day Fit Guarantee. Please do not mail an appliance or case back without return instructions.

Tell us what happened and provide your order or case number.
Photos or additional case information may be requested.
We will explain whether an adjustment, remake, replacement, or other resolution is appropriate.
For an approved remake return, follow the return-shipping instructions we provide.

Request Order Support View 30-Day Fit Guarantee

Contact SupportProvide the order/case number and describe the issue.

Case ReviewOur team reviews the information and requests anything else needed.

Receive InstructionsFollow the adjustment, remake, replacement, or return instructions provided.

Frequently Asked Questions

Quick shipping and return answers

How do I know when to mail my impressions?

Follow the instructions provided with your impression kit. If your process includes photo review, wait until your impressions have been approved before mailing them.

Can providers submit cases digitally?

Eligible provider cases can be submitted through the provider workflow using supported de-identified manufacturing files and non-PHI case instructions or documentation. Physical materials may still be required for some cases.

What should I do if my package arrives damaged?

Keep the packaging and contents, take clear photos, and contact ISO Metrik Dental Labs promptly. Do not discard the package until we have reviewed the issue.

Can I return a custom appliance without contacting the lab?

Please contact us first. Custom orders and laboratory cases require review so that we can provide the correct adjustment, remake, replacement, or return instructions.

Where can I get help with a shipment?

Use the Contact page, call (678) 632-3745, or email info@isometrikdental.com. You can also visit the Help Center for additional order and appliance guidance.

Visit the Help Center →

STILL HAVE A QUESTION?

Our support team is ready to help.

Call (678) 632-3745 or send us a message for help with shipping, tracking, case submission, adjustments, or remakes.

Contact ISO Metrik Dental Labs