frequently asked questions

Who can I consult at USTOMED?

Contact persons are named on our website. For detailed questions about your order, subject-specific questions and ones about instrument reprocessing please consult the department that is responsible for you. You will find it on the Contact Persons page..

What are the Swiss incidental costs for postal consignments?

We made enquiries with the Swiss Post Office to ask whether it is true that in some cases postal consignments are still subject to a processing charge of SFR 18.00, in addition to 8.0% VAT.

Information from the Swiss Post Office:

"The import of goods from a different country to Switzerland is not always duty-free. You as the recipient are not paying postal charges again but VAT plus any customs charges for the contents. All consignments with an invoiced value of more than CHF 65 (CHF 209 in the case of books) are subject to VAT. As soon as consignments become subject to VAT, a customs processing charge of CHF 18 is also made for an invoiced value of up to CHF 500 and a customs processing charge of CHF 35 is made for an invoiced value of over CHF 500 (charge for the presentation of consignments to Customs, verification of accompanying documents / invoices, creation of documentary evidence in the event of estimation).

Consignments weighing up to 2 kg are shipped by letter post, where there are only sporadic checks. It may therefore happen that consignments with an invoiced value of over CHF 65 (CHF 209 in the case of books) are delivered to the recipient duty-free because there has been no clearance check. In such cases the recipient has been lucky."

If you have any further questions we will be pleased to oblige. Please also call our free hotline number, 0800 888 777, from 8 a.m. to 6 p.m. on Monday to Friday.

Yours sincerely
Deborah Zbinden


The Swiss Post Office
Swiss Post International Customer Service
Contact Center International
Viktoriastrasse 21
3030 Bern


National:
Telephone: 0800 888 777
Fax: 0800 888 778
International:
Phone:+800 888 777 00
Fax: +41 31 338 38 53
Email: infospi@swisspost.com, www.swisspost.com

Technical questions - Bone Graft Set

What is the handling like for the USTOMED Bone Graft Set?

In collaboration with Dr. Jan Kielhorn, 74613 Öhringen, Germany, we have placed a short video online so that you can evaluate operation.
Bone Graft Set video:
Bone Graft Set Video

What is the geometry of the micro-screws?

  • Precision-milled cross-head
  • Self-tensioning holder blade with spring action
  • Rapid and easy reception of the self-retaining screws
  • Excellent friction between blade and screw head – no play due to wear
  • Much easier removal of tissue remnants from the
  • cross-head (compared to square recess)

What sizes of titanium micro-screw are there?

Diameters: 1.2mm / 1.4mm / 1.6mm
Lengths: 6mm / 8mm / 11mm / 13mm

What are the advantages of micro-screws made of implant steel alloy?

  • Ideal for very small bone fragments and 3D augmentations
  • No osseointegration due to special implant steel alloy and hence lower fracture risk during screw removal than with conventional titanium screws

What sizes of micro-screw are available made of implant steel alloy?

Diameters: 1.0mm and 1.2mm
Lengths: 6mm / 8mm / 11mm / 13mm

Technical questions - USTOMED Sterilisation Container System

Does the USTOMED washing tray fit into the containers?

Due to the special design of washing tray it will fit into an only 4 cm high dental sterilisation container – as a result, you not only work more efficiently but also halve the costs (!) compared to using conventional washing trays.

From when do I have to change the Teflon permanent filter?

The Teflon filter only has to be changed every 1,200 sterilisation cycles

How do I know when approximately 1,200 sterilisation cycles have been reached?

It varies from practice to practice. One option is for you to apply a barcode label to the container and scan the container after every sterilisation process. That way you can see in your system when the Teflon filter has to be changed. Another option is for you to forecast how many times per month and year a container has been sterilised and then change the filter accordingly.

Returning Goods & Refund – Returning Goods

Right to return goods within 14 days

Please note that you can return articles to us within 14 days. Exchange / return is only possible for products that have not yet been thermally disinfected / autoclaved. According to the German Medical Devices Act ('MPG') sterile products, bone screws and implants cannot be exchanged. Make sure you do not remove affixed labels or soil the articles. In the event of a complaint this will save you and us time and annoyance.

How should I return my order?

If the goods were ordered by mistake:
If you wish to return instruments that have been ordered by mistake, place the articles concerned in a shipping box together with the invoice. Important: to prevent the articles from being damaged in transit, please enclose sufficient packaging material in the shipping box and seal the parcel with adhesive tape. Hand the return consignment in at a DHL Service Point or any shipping service provider. Please prepay sufficient postage for the parcel because in the case of goods ordered by mistake we do not bear the cost of shipping.

In the event of complaints:
If we have delivered something by mistake or if there is a quality issue that is not your fault, please contact our Customer Service. We will have the parcel picked up by DPD. Place the articles concerned in a shipping box together with the invoice. Important: to prevent the articles from being damaged in transit, please enclose sufficient packaging material in the shipping box and seal the parcel with adhesive tape.

Returning Goods & Refund – Refund

Wie wird meine Rücksendung gutgeschrieben?

How do I get a refund for my return consignment? As soon as we have received and examined the return consignment, we will issue you with a credit note or, if the entire consignment has been returned, we will cancel the invoice internally.

For accounting reasons it is unfortunately not possible to issue you with a new invoice. That is why we issue you with a credit note for the products returned. Please only deduct the credit note amount after receipt of the credit note, when you pay the invoice. If anything is unclear and/or if you have any questions, our Customer Service will be pleased to advise you on the telephone if you call +49 (0)7461/96585-0.

New delivery

If you would like to place a new order or exchange goods, please place the new order straight away in our online shop.

Cancellation

You will find full details of the cancellation and returning provisions on our Cancellation Form.

Returning Goods & Refund – Complaints

Complaints

If an article is damaged or defective, you can file a complaint with us about this. To do so, please proceed as follows:

  • On the telephone or in writing, give us a brief description of how the defect occurred.
  • Return the defective article to us by post.
  • When your complaint has been received, the matter will be investigated as soon as possible. You will then receive a reply within a few days.

Payment – Methods of Payment

Advance payment

If you opt for advance payment, we will send you the invoice for your order by email, indicating USTOMED's bank details. When making a bank transfer, please make sure you quote the invoice number and customer number in the comment field.

As soon as we have received your payment, your consignment will be dispatched without delay. Depending on the bank it may take 2 to 4 weekdays before we receive your payment. The goods you have ordered remain reserved for you until receipt of your payment.

Bank details for SEPA transfer:
Payee: USTOMED Instrumente
IBAN: DE90 6005 0101 0004 8701 64
BIC: SOLADEST

For Swiss customers there is a special USTOMED service: our bank account with UBS AG

Our bank details: Payee: USTOMED Instrumente
UBS AG - Account No.: 40-829.889.0
IBAN CH 740 0231 2314 0829 8890
BIC Code: UBSWCHZH80A

For payments from Austria you can use our account with Volksbank Kufstein:

Volksbank Kufstein (Bank Code 43770) - Account No 000037680.
IBAN: AT90 4377 0000 0003 7680
BIC: VB0EATWWKUF

Payment by credit card

Your credit card data is encrypted by the SSL method before being transmitted. This high security standard means that purchasing from USTOMED by credit card is safe.

The benefit for you is that you do not have to install any software on your computer. Both registered and non-registered customers are automatically referred to the page of the relevant bank via payment processing. To complete the ordering process successfully, please follow the instructions given here.

Payment after receipt of invoice

If you select the "Invoice" method of payment, you can pay for your order within 30 days after having received the goods.

When making a bank transfer, please make sure you quote the invoice number and customer number in the comment field.

Your consignment will be dispatched as soon as we have received your payment. Depending on the bank it may take 2 to 4 weekdays before we receive your payment. The goods you have ordered remain reserved for you until receipt of your payment.

Bank details for SEPA transfer:
Payee: USTOMED Instrumente
IBAN: DE90 6005 0101 0004 8701 64
BIC: SOLADEST

For Swiss customers there is a special USTOMED service: our bank account with UBS AG

Our bank details: Payee: USTOMED Instrumente
UBS AG - Account No.: 40-829.889.0
IBAN CH 740 0231 2314 0829 8890
BIC Code: UBSWCHZH80A

For payments from Austria you can use our account with Volksbank Kufstein:

Volksbank Kufstein (BLZ 43770) - Account No. 000037680.
IBAN: AT90 4377 0000 0003 7680
BIC: VB0EATWWKUF

Showing of Value Added Tax

  • For all deliveries within Germany the Value Added Tax is shown on the invoice.
  • For deliveries to Switzerland no Value Added Tax is shown on the invoice. The Swiss Post Office requires 8.0% Swiss Value Added Tax for parcel deliveries.
  • For deliveries within the EU the Value Added Tax is shown on the invoice unless we have your Value Added Tax Identification Number (VAT ID).

Vouchers

Redeem

You can redeem your vouchers during the ordering process. To do so, please enter your voucher code in the appropriate box and confirm your entry with the "Redeem voucher" button. If your entry was correct, the voucher amount will be immediately taken into account in the shopping basket when calculating the total amount.

Notes

  • Only one voucher can be redeemed per practice or group practice.
  • Vouchers can only be used once and they become invalid as soon as the order has been completed.
  • Vouchers can only be redeemed before completion of the ordering process. The amount cannot be credited later.
  • Vouchers may contain a minimum order amount, which is always indicated on the voucher.
  • The period of validity is indicated on the voucher.
  • If you enter a voucher code in the input box, please make sure there are no superfluous spaces.

Shipping & Delivery – Shipping Charges

Germany

For orders placed in the online shop we never make shipping charges for delivery within Germany.

Austria / Netherlands / Luxembourg / Belgium

The shipping charges we make include the shipping service provider, packaging costs and transport insurance.

Denmark / Switzerland / Liechtenstein / Czech Republic / Jersey (JE)

The shipping charges we make include the shipping service provider, packaging costs and transport insurance.

France / Great Britain / Monaco

The shipping charges we make include the charge made by the shipping service providers, packaging and transport insurance.

Poland / Slovakia / Italy / Slovenia / Hungary

The shipping charges we make include the charge made by the shipping service providers, packaging and transport insurance.

Sweden / Ireland / Spain / Portugal

The shipping charges we make include the charge made by the shipping service providers, packaging and transport insurance.

Finland / Estonia / Latvia / Lithuania / Norway

The shipping charges we make include the charge made by the shipping service providers, packaging and transport insurance.

Bosnia / Croatia / Serbia

The shipping charges we make include the charge made by the shipping service providers, packaging and transport insurance.

Bulgaria / Romania / Greece / Iceland

The shipping charges we make include the charge made by the shipping service providers, packaging and transport insurance.

Shipping & Delivery – Delivery Time

Delivery Time

After receipt of your order we process it within 3 weekdays. Postal delivery in Germany usually takes one to two weekdays. Two to four weekdays for deliveries to Austria. Postal deliveries to Switzerland may be different.

If you have any questions about lead times, you can contact our Customer Service info@ustomed.de or by calling our service hotline +49 (0)7461/96585-0.

Shipping & Delivery – Logistics Partners

Logistics Partners

Shipping is generally handled by DPD or the post office.

Parcel Tracking

We make a note of the consignment number of parcels internally. In the event of delays you can contact our Customer Service directly at info@ustomed.de or by calling our service hotline +49 (0)7461/96585-0.

Partial Deliveries

Since we would like to dispatch your order as soon as possible, our automatic ordering system decides whether to make a partial delivery or complete delivery. In the event of partial deliveries the subsequent deliveries are free of charge to you.

My User Account – Registration

Registration

To be able to purchase from USTOMED you must register once. To do so, click "Login" in the bar at top right. That is also the registration page.
Please fill in all the boxes marked * truthfully. For the "Password" box please make up a secret password. You will need your password and the email address you have entered for future logins.
Confirm your entries by clicking the "Register" button.

In your user account you can check, change or add to your entries at any time. We naturally abide by the valid data protection regulations and do not pass your data on to third parties.

If you are not an USTOMED customer yet, you can register here.If any problems arise during registration, please contact our Customer Service at info@ustomed.de or call the service hotline +49 (0)7461/96585-0.

Login Processes

To be able to make full use of our website and online shop you must log in. Simply enter your email address and your password on the Login page. If you have forgotten your password, you will find the "Forgotten your password?" function in the Login area. Here you can request a new password. Please bear in mind that it may take up to 10 minutes, depending on the email provider.

If you are not an USTOMED customer yet, you can register here.. . If any problems arise during registration, please contact our Customer Service at info@ustomed.de or call the service hotline +49 (0)7461/96585-0.