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FAQs

Do I need an account with Ivoclar Vivadent in order to use ivoclarvivadent.com? Yes. When you register on ivoclarvivadent.com an account will be set up once all information has been acquired.

How do I register for ivoclarvivadent.com?  To register, first click on the "Sign In" button located at the very top of the website.  You will then see a box labeled "New registration".  This box contains a link to click on in order to register.  Here you will fill out all required account information along with a valid email address.  Once this form has been submitted, an e-mail will be sent to you containing a link to set your password.

What is my Username?  Your username is the e-mail address you registered the account with. If you are unsure what your username is, please contact customer service.

What do I do if I forget my password? Click on the "Sign in" button.  Below the sign in box you will see a link called "Forgot your password?".  If you click on this link a prompt will appear asking you to enter your registered e-mail address.  Once this is completed an email will be sent to you with a link to set your new password.  

Why can’t I see pricing?  You need to be a registered user and sign in with your user name and password in order to view product pricing.

What’s the best way to search for products?  There are two ways to search for products: 1. Type in a product description in the search bar.  Once you have entered the product description and clicked the search icon you can narrow your results by using the filters on the left hand side.   2. If you have a specific product code, you may enter it into the search box or on the quick order page.

Can I order by credit card?  Yes, once you’re ready to checkout, please choose “credit card” as your payment method.

Why can’t I order some products online? Some products only have a “Contact Us” button On bigger ticket items we require a checklist to be completed to ensure that you have the proper settings to use the piece of equipment. Also, we offer financing on bigger ticket items and this cannot be completed online. If you are interested in financing a piece of Wieland equipment please contact IVonline.us@ivoclarvivadent.com.

Will I know if the items I am ordering are available and ready to ship?  Yes, a status icon will show the availability of the item if it is out of stock or partial stock is available. The status can be viewed in the shopping cart as well once a product has been added. 

I usually place orders with my credit card that is on file with Ivoclar Vivadent, but I do not see it at checkout. Why? For security purposes, you will need to enter your credit card number during checkout and click "Save these payment details in my account". Once your order has been placed, the credit card you saved will be visible for future purchases.

How do I know if an item will incur additional shipping charges if it is labeled as hazardous and/or heavy? An icon will be shown to indicate that it is a hazardous or heavy item. During the checkout process you will also see a breakdown of the order total in which hazardous and heavy fees will be displayed.

Can I add a different shipping address to my online account? You will need to submit a written request to add an additional shipping address to your account.  You can send that by fax: 1-716-691-2285 or email: IVonline.us@ivoclarvivadent.com.

Why don't I have the option of overnight shipping on your website?  That delivery option is not available for your area.

I placed my order today. When will it ship?  Orders received before 6:00 pm (ET) should ship the same day from Monday to Friday with the exception of any local holiday.  Any orders received after 6:00 pm (ET) may not be processed until the next business day.

Where do my orders ship from?  All orders placed on our website ship from our Amherst, New York distribution center.

What carriers are used for shipping orders?  For US customers we ship via UPS or FedEx for our Ecommerce site orders. At checkout you have six delivery options to choose from, UPS Ground, UPS 2nd Day, UPS Next Day, FedEx Ground, FedEx 2nd Day and Fedex Standard Overnight. You can choose your delivery option based on your business requirements.

What if I have my own shipping account I want to use?  If we are aware that you have your own carrier, you should see a special message stating that your shipping account will be charged. If you need to update your account with a carrier number, please contact customer service.

Your website advertises free shipping on certain methods, but I only see my carrier message during checkout. How do I apply free shipping?  Please put your carrier number and a note for free shipping in the comment box. Customer Service will then update your order with the appropriate shipping method.

Will I receive an order confirmation once my order has been placed?  Yes. You will receive a confirmation email that of your order has been placed, another when the order has been processed, and a final e-mail once the item has shipped.

What happens if I don’t receive an order confirmation?  If you have not received an order confirmation within 2 hours of placing your order (during regular business hours), please contact our Customer Service Department. Our Customer Service department is open from 8:00 am - 7:00 pm ET Monday through Friday (with the exception of local holidays).