Answers to Frequently Asked Questions


How Do I Modify or Cancel My Submitted Web Order?

To modify or cancel your order please call 800.522.0800 or email info@smartpractice.com within 30 minutes of submitting your order.

If your order already shipped, you can be rest assured that you are covered by our Smart&Easy Unconditional Guarantee. We strive to exceed your expectations the first time, every time. If you're not completely satisfied with every aspect of your order, let us know. We will arrange to replace, exchange, repair or issue a refund – it's that easy.


Why Can't I Order a Controlled Substance?

The Controlled Substances Act (CSA) enacted by the Congress of the United States declares certain therapeutic goods must be regulated and require a current doctor's license to purchase. To ensure compliance with the CSA, SmartPractice requires a valid doctor's license on file before purchasing controlled substances. If license is not on file or is no longer valid, the order will be canceled after 48 hours and will need to be reentered upon license verification.

To have a pending controlled substance order released for shipment, please fax a copy of your current dental or medical license to 800.898.6475, Attention: License. If you additional questions, please call 800.522.0800 ext. 7536.


What Shipping Options Are Available?

SmartPractice preferred shipping option is FedEx ground. All smartpractice.com orders by default will be sent FedEx ground.

  • In-stock, non-personalized orders (submitted before 3pm EST) will ship same day. Orders with personalized products will ship within 48 hours, unless noted different.
  • For Canadian orders SmartPractice utilizes FedEx-Canada.
  • There is an additional charge for non-continental U.S. orders. For Alaska, Hawaii and international countries, shipping charges will be quoted at time of order.
  • Due to the Department of Transportation regulations, an additional charge is included on hazardous material shipments. Some hazardous materials must be shipped via ground carrier and are not returnable.
  • Freight shipping is required for large, heavy items such as office furniture.

To expedite your order, the following options are also available for your convenience: (please call 800.522.0800 to expedite your order)

  • FedEx Next Day Air (NDA) delivery by 9:00am the next business day.
  • NDA-Saver with scheduled arrival time for next business day until 5:00 pm.
  • FedEx Next Business Day delivered by 9:00 am.
  • FedEx NDA Standard Shipping delivered after 9:00 am.
  • Additional 2 and 3-Day Air options are also available.

Why Wasn't the Offer Applied to My Order After I Entered an Offer Code?

In the event an offer code does not work, submit your completed order online, then call 800.522.0800 to speak with a SmartPractice Customer Care Specialist. If the offer is still active, your Customer Care Specialist will be happy to apply the offer to your order. You do not have to cancel your online order for the offer to be applied.


Why Was My Product Personalization Not Saved in My Online Order?

To save personalization in your online account, you must complete the online approval process (type in your initials and clicking "approve" button) in addition to saving and previewing. Simply clicking the Save & Preview button will NOT save your personalization and your items will end up blank.


Why Can't I Change The Billing Address Online?

In an effort to prevent fraud, customers are unable to change their account billing address on the web. To change your billing address, please contact a Customer Care Specialist at 800.522.0800.


What Payment Terms are Available to Customers?

If you're a licensed practitioner practicing in the U.S., your orders can be billed to an open account. Or, pay by check, Visa®, MasterCards®, Discover® or the American Express® cards. Applicable local & state tax may apply.


What are the Turnaround Times and Shipping Rates?

Personalized in-stock cards and magnets ship within 48 hours. Non-personalized in stock items ship within 24 hours. All other products ship times may vary and are indicated in your shopping cart on smartpractice.com. You will be billed for shipping charges at corresponding shipping rates in the chart below.

Order TotalShipping Rate
Up to $50.00$9.50
$51.00 - $200.00$12.95
$201.00 - $499.99$18.95
$500.00 and overFREE*

*These rates apply to contiguous Unites States. For Alaska, Hawaii and international countries, shipping charges will be quoted at time of order. Call 800.522.0800 for special rates and a quote on office furniture, file cabinets, orders over 200lbs., glove orders over 100lbs. and express delivery.


What is Your Returns Policy?

We strive to exceed your expectations the first time, every time. If you're not completely satisfied with every aspect of your order, let us know. When possible, we will arrange to replace, exchange, repair or issue a refund - it's that easy.


For more information or to arrange a return, please contact your friendly Customer Care Specialist: 800.522.0800.

Due to manufacturer and shipping restrictions, expired products, hazardous material, temperature controlled products, anesthetics and opened hand pieces/small equipment are not returnable. Before opening hand pieces/small equipment, please verify you have received the products you have ordered. Opened equipment will be repaired or replaced in accordance with the manufacturer’s warranty.


What Should I Do if There are Order Discrepancies?

If you receive an order that is missing items, call 800.522.0800 and let a Customer Care Specialist know within 14 days.


What is Your Price Policy?

Due to increased demand on petroleum based products, transportation costs and manufacturer's price increases, prices are subject to change without notice. Rest assured, saving your practice money is our goal and we'll continue to shop competition so prices remain 5-15% less than national leaders.


What is SmartPractice Protocol for Institutional, Government and Corporate Accounts?

Unless otherwise specified by contract, terms of sale and product returns follow the guidelines listed above. Certain manufacturers' promotions may not apply to these accounts.


Does SmartPractice Perform Call Monitoring?

To help our Customer Care Specialists team serve you more efficiently calls are periodically monitored and recorded.


What are the Hours of Operation?

Monday - Friday: 8:30am - 7:30pm EST


Where Do I Send My Questions and Inquiries?

Email:
Customer Care Specialists: info@smartpractice.com
For general information, ordering assistance, web site related problems/suggestions or to inquire about adding your products to the SmartPractice assortment.

Phone:
Customer Care: 800.522.0800
Corporate: 602.225.9090
Fax: 800.522.8329

Mailing Address:
SmartPractice
3400 E. McDowell Rd.
Phoenix, AZ 85008-7899