Remake and Warranty Policy
When a problem with a case is on our side, Istar Dental Lab adjusts or remakes it free of charge and pays to ship it back to you. Here's what's covered, how to report a problem and what happens next.
3-Year Warranty
On crowns, bridges, veneers and implant restorations.
1-Year Warranty
On denture bases.
Return Shipping on Us
On every free remake we send back.
What We Remake Free
Fixed Restorations
An open margin, an open contact, high occlusion, a crown that doesn't seat, an inaccurate shade, a visible flaw that affects esthetics, or an unattractive form.
Removable Restorations
A denture that doesn't seat or lifts at the border, a poorly placed clasp, esthetics that don't work in the mouth, inaccurate occlusion, or a gingival shade you're not happy with.
If a restoration chips or fractures within its warranty period, we look at the cause with you and remake it free when the cause is on our side. Adjusting a restoration chairside doesn't shift responsibility to you.
When a Remake Counts as a New Case
A Change of Shade or Material
The material is the one on your prescription. If you want a different shade or material after delivery, we make it as a new case.
A Case Made Against Our Advice
If we flagged an impression or scan as poor and you asked us to go ahead anyway, a remake caused by those records is a new case.
Incorrect Prescription Details
A remake caused by wrong information on the prescription is a new case.
A New Treatment Plan
A new impression, scan or design that isn't part of a remake, such as a change of plan, starts a new case.
If a remake needs a new preparation, the remake is still free.
Adjust Chairside or Send It Back?
If the problem can be corrected in the mouth without changing the restoration's structure, framework, margins or seating, adjust it chairside. A slightly high bite is the usual example.
If it affects seating, marginal fit, occlusion, retention or biological safety and can't be corrected in the mouth, stop and contact us. Chipped porcelain, a cracked crown, a crown that doesn't seat and an open margin all belong here.
How to Report a Problem
On Arrival
Check each case when it arrives. Report transit damage, a wrong tooth or shade, or a visible flaw within 24 hours.
At Try-In
Report problems with seating, margins, contacts or occlusion within 24 hours of the try-in appointment.
After Cementation
If a restoration chips or fractures within its warranty period, report it as soon as you find it.
Send your case manager the patient's name or your case reference, the case number, the product, the reason, and photos. Depending on the problem, we also need the following.
Shade
Photos taken with a 5500K ring or twin macro flash, not daylight, with the restoration, the neighboring natural teeth and a shade tab in the same frame.
Contacts
An X-ray.
Occlusion
Where the high spots are in centric, protrusive and lateral movements, and any interferences.
Chipping or Fracture
Photos, posted in your case's chat group. If the restoration seated well, we can remake it from the original data.
Seating, Margins or Bite
A new scan, impression or bite record, so we can see what the original records missed.
Send physical restorations back to us. For digital cases, we'll tell you whether we need the restoration, depending on the reason for the remake.
What Happens Next
We agree on the cause first. Before remaking anything, we confirm with you whether the cause was clinical, data, design, material or production, and we take the fix back to the step that caused it.
Your remake goes to the front of the queue. It passes every key inspection again before it ships. If the material on the original case has since changed, you decide whether we use the original or the current one.
Serious complaints get answers fast. You'll have our initial findings within 3–4 hours and a final report with a solution within 24 hours.
If it isn't right the second time, the technician works with you directly. If repeated remakes still can't solve the problem, we refund the case.
Shipping and Transit Damage
We pay to ship every free remake back to you. You cover the shipping to send us the original restoration or new records. Implant components aren't included in a free remake.
If a case arrives damaged, send us an unboxing video that shows the waybill within 24 hours, and keep the damaged piece and the packaging. With that evidence, we remake the case free. Damage after delivery isn't covered. Claims against the courier are filed by you, and we supply the order documents. Shipping insurance isn't included by default. You can add it, and it covers up to the lab fee or the insured value, not indirect losses.
Cases Made to Your Own Design
When you ask us to produce your design as it is, we produce it as it is. If we see an obvious problem, we tell you before production. If you still want it made, the remake risk stays with you.
If a case made to your design doesn't seat or the occlusion is off, the remake is on you. If the porcelain chips or a crown or bridge fractures, it's on us. Either way, send intraoral photos with the restoration seated, and the reason for the remake.
Questions About a Case?
Contact your case manager with the case number, and we'll take it from there. New to Istar? Send a test case and judge our work in your own hands.