Dental Lab FAQ: Common Questions About Ordering from Istanbul (UK, Germany & France)

General Questions

Q: How do I place an order? A: You can place orders through our online platform, email, or WhatsApp. Send STL files (or physical impressions), case notes, and photos. We'll provide a quote within 24 hours.

Q: What materials do you use? A: We use only CE-certified materials from reputable manufacturers: Zirkonzahn for zirconia, Ivoclar Vivadent for E.max, and certified materials for all other restorations.

Q: Do you accept physical impressions? A: Yes, we accept both STL files and physical impressions. However, STL files are faster and more accurate, so we recommend digital impressions when possible.

Q: What is your minimum order? A: We accept single-unit orders. For volume discounts, orders of 20+ units per month qualify for 5-15% discounts depending on volume.

Shipping and Delivery Questions

Q: How long does shipping take? A: DHL Express shipping to UK, Germany, and France takes 2-3 business days. Total turnaround (production + shipping) is typically 7-10 business days.

Q: How much does shipping cost? A: Shipping is included in our quotes for orders of 3+ units. For single-unit orders, a small shipping fee applies (typically €15-25).

Q: Is shipping insured? A: Yes, all shipments are insured for their full value. In case of damage or loss, we immediately produce replacements at no cost to you.

Q: Do you ship to [my country]? A: We ship to all EU countries, UK, and many other countries worldwide. Contact us to confirm shipping to your specific location.

Q: What about customs? A: We handle all customs documentation. For UK (post-Brexit), we provide all necessary paperwork. For EU countries, shipments typically clear customs within hours.

Quality and Remake Questions

Q: What is your remake rate? A: Our remake rate is less than 1%, significantly lower than industry averages. This is achieved through rigorous QC and experienced technicians.

Q: What if I need a remake? A: If a remake is needed due to our error, we handle it immediately and at no cost. Our zero remake policy ensures you're not charged for our mistakes.

Q: How do you ensure quality? A: We have a 4-stage QC process, use only certified materials, and employ experienced technicians. ISO 13485 compliance ensures consistent quality standards.

Q: Can I see design previews? A: Yes, we provide design previews for approval before production. You can request changes or approve the design via email or WhatsApp.

Pricing and Payment Questions

Q: How do you price cases? A: Pricing depends on material, case complexity, and quantity. We provide transparent quotes with no hidden fees. Contact us for specific pricing.

Q: Do you offer volume discounts? A: Yes, orders of 20+ units per month qualify for volume discounts of 5-15% depending on order size and frequency.

Q: What payment methods do you accept? A: We accept bank transfers, credit cards, and other common payment methods. Payment terms can be discussed based on order volume and relationship.

Q: When is payment due? A: Payment is typically due upon order confirmation or before shipping, depending on our agreement. We can discuss payment terms based on your needs.

Communication and Support Questions

Q: How do I contact you? A: You can reach us via WhatsApp (+90 507 000 77 67), email (info@xdentalstudio.com), or through our online platform. We respond within 2-4 hours during business hours.

Q: Do you speak [my language]? A: We have multilingual support in English, German, French, Polish, Dutch, Turkish, and Arabic. Our team includes native and fluent speakers of these languages.

Q: How quickly do you respond? A: WhatsApp messages are answered within 2-4 hours during business hours. Emails are answered within 24 hours, often within 4-8 hours.

Q: Can I track my order? A: Yes, we provide DHL tracking numbers for all shipments. You can track your order from Istanbul to your clinic in real-time.