DHPI Policies > Customer Policy

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Customer Policy

Pricing Stability

All prices in our catalog are current at the time of publication. While it is our policy to maintain everyday low prices for the duration of the catalog, market conditions and manufacturer rate increases may make it necessary to adjust our prices without notice. We also reserve the right to adjust prices that are incorrect due to typographical errors. To view your most current pricing, please log-in to your online account. If you do not have an account, we would be happy to get your office set-up. Please contact our Customer Service team with this request, 800-626-2163. 

Ordering Dental Supplies

It's fast! It's easy! We offer several ways to place your dental supply order:

  • Phone your order to us toll-free: 800-626-2163.
  • Fax your order to us toll-free: 888-681-5088. A fax order form is located at the back of our catalog. Photocopy before use. Faxed orders are accepted 24 hours a day, 7 days per week.
  • Order online, it’s safe and secure.
  • Order using OPTIONS® Inventory Management Software. Contact us for more details. 

Note: phone calls may be monitored for training purposes.

Online Privacy

When customers place orders or access account information online, they can be assured we offer a secure server. Click here to view our full Privacy Statement

Exclusive Distributor of
OPTIONS® Inventory Management Software

The only inventory management software program that allows you to order your entire practice's dental supplies from several different suppliers. Our system automatically generates orders based on your stocking levels. Please visit our website or see our catalog for more details.

Special Market Accounts

To service the unique needs of these customers, we have dedicated and specially trained personnel to answer your questions and assist you in the supply procurement process. Call us with your request for bids, 800-626-2163.
Federal Government
State, County & Municipalities
Large Group Practice 

Payment

For your convenience, we accept Visa, MasterCard, American Express and Discover at point of sale and for online payment of invoices. We also accept Check by Phone. Qualified customers may establish an open account with the completion and approval of a credit application. Payments on open accounts are due on all orders within seven (7) days after invoice date of the product. Balances left unpaid after 30 days from invoice date will incur a 1.5% finance charge per month. Disputed items on an invoice are the exception. If we find it necessary to place an account in collection, all fees and other costs associated with the collection will be assessed without prior notice.

Check by Phone Has Replaced CODs

Check by Phone has replaced COD. To use Check by Phone, your DHPI Account Manager will need to collect your checking account information. It's that easy! No COD, no extra charges.

Equipment

A deposit is required on all large equipment orders. The balance of payment is due when the equipment is delivered. We do not provide long-term storage of purchased equipment; therefore, equipment must be installed within a reasonable amount of time after purchase. All equipment orders are non-returnable and cannot be cancelled. Architectural and design services are available for a fee and are refundable with equipment purchase. We honor manufacturer warranties and provide a 90-day labor warranty. 

Financing Solutions

We have teamed with Group Financial to offer a wide variety of financial solution packages for equipment purchases, practice start up, expansion, acquisition or other practice financing needs. Learn more!

Technical Service

Our Service Dispatchers are available during normal business hours. Call 800-444-6410 to schedule service for your office. Inquire if after-hour service is available in your area.

Shipping

All orders within the continental U.S. are subject to a handling charge. Bulk items and liquids may incur additional freight charges. Check with your DHPI Account Manager for additional details. Expedited freight is available at an additional cost.

Hazardous Materials

The hazardous materials symbol is used to identify products classified as hazardous by the Department of Transportation (DOT). All hazardous materials are subject to a hazardous materials surcharge. This charge will be added to your invoice or credit card transaction. DOT regulations prohibit the shipment of hazardous materials by airfreight. 

Returns

Need to return an item for credit or exchange?

  • Prior to returning ANY item you must call our Customer Service Department, 800-626-2163, within 30 days of the invoice date for a return authorization number. All returns must have prior consent from return by DHPI which may be withheld by DHPI for any reason.
  • Enclose a copy of the original invoice, the reason for the return, along with the item being returned.
  • Items may be returned if unmarked, unopened, and in original sealed packages making certain the item being returned is in resalable condition.
  • Please note, resalable returns past 30 days from invoice date are subject to a restocking charge.
  • It is the customer's responsibility to arrange and pay for freight of returned items. Please contact the carrier and arrange for pick-up and delivery. For your own protection, we suggest you insure the package for the full value of the item being returned. Should the items be lost or damaged in transit, carriers require you file a claim directly with them.
  • Returned product will be credited to the buyer's DHPI account, less a minimum restocking fee, if applicable. Original shipping costs are not creditable or refundable. Generally, no cash refunds will be given on returned product; however, exceptions may be made for defective product or errors on the part of DHPI.
  • Prior to returning any Office Supply product, please contact our Customer Service Department. You will need to provide an invoice number, item number(s), and reason for return. Customer Service will provide you with additional information on how to handle the return promptly, along with the correct mailing address to return the product.
  • Claims for order shortages or errors in shipments must be reported within ten (10) days of invoice date to be eligible for issuing a credit. No late claims will be considered.

HEALTH-TEC® GUARANTEE

We stand behind our DHPI private label Health-Tec® Brand Products by offering you a 100% satisfaction guarantee. If you have tried a Health-Tec® product and it is defective or doesn't perform up to your expectations we will provide a credit, refund or exchange. It's your choice. However, a few simple conditions apply:

  • Contact our Customer Service Department, 800-626-2163, to explain the reason for the return and to receive proper return authorization.
  • Product(s) can be returned within 60 days of the invoice date except for handpieces which are required to be returned within 30 days of the invoice date and must be unopened.
  • Opened products must be returned in their original packaging, unmarked, and placed properly in its original packaging. Exception for handpieces, we will not accept opened returns. Please check the packaging for order accuracy prior to opening.
  • DHPI will assume responsibility for any common-carrier ground shipping or restocking changes that may apply.
  • Your account will be credited, a refund issued, or an exchange made once the return has been received, inspected and approved for final return by DHPI.

Exceptions:

The following special, customized, personalized, or government-regulated items are not returnable under any circumstance:

  • Opened handpieces, small equipment, their accessories, and custom-ordered equipment. NOTE: Before opening a sealed item, please examine the label to determine you have received the correct item ordered. These items will be replaced according to the manufacturer’s warranty as directed by federal regulations.
  • Return restrictions may apply to Buy-To-Order items. Confirm details with your DHPI Account Manager prior to ordering.
  • Personalized and imprinted items.
  • Opened computer hardware and software.
  • Hazardous, Rx, Amalgam and Sterile products.
  • Expired product.
  • Discontinued merchandise, equipment, parts and software.
  • DHPI employs our manufacturers’ return policies in most cases. We will only grant full credit on items we can return to the manufacturer for full credit. Certain items may not be eligible for return. Check with your DHPI Account Manager before ordering. 
  • For x-ray film you believe to be defective, please call the manufacturer's help line directly. Defective x-ray film cannot be returned to DHPI.

DHPI reserves the right to refuse any unauthorized returns.

Important Notice

We reserve the right to modify or change our Customer Service Policy or our Terms and Conditions at any time for any reason without notice. As a service to our customers, we will post the most current Customer Service Policy and Terms and Conditions on our website. The website will supersede any other Customer Policy and Terms and Conditions.

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