Frequently Asked Questions


Ordering Products

When will my order ship?

All orders with in stock items that are placed prior to 2pm CET are shipped the same day.

What is your return policy?

In accordance with FDA and ISO Regulations, all product returns must include a Return Merchandise Authorization number (RMA) which can be obtained by contacting our Customer Service Department. Products may be returned for credit within 30 days from invoice date. Returns must meet quality inspection standards, appearance and physical count. After 31 days and up to 60 days from the invoice date, a request for return will be evaluated by a Customer Service Representative as a courtesy to our customer. For returns during the 31-60 day period products that are accepted for return may be subject to a 20% restocking fee. Custom imprint orders, hot stamped orders and pre-welded band assemblies are not accepted for return/credit. No return or credit will be issued for products over 60 days from invoice date.

I have a question about a products pricing, can you help?

Lab3d makes every effort to keep pricing consistent throughout this catalog, however prices in the  Lab3d  catalog, on our website and in sales flyers are subject to change. If you have a question concerning a price, please contact our customer care team ( info@lab3d.de )

How can I pay?

There are several ways to pay. You may use a credit card (your credit card will not by charged until your order ships). Accounts must be set up before completion of order placement. Setting up an account is easy, you can do so through online through the checkout process, or email (info@lab3d.de ) and a team member can assist you.

The charge for my order is not showing up on my credit card?

Your credit card will not by charged until your order ships. Please wait 2-3 business to see any charges on your credit card. If you still have questions, call us! We are here to help info@lab3d.de

What are my shipping options?

All product orders are shipped DHL Ground Service. However, we offer 2nd Day, 3rd Day and Next Day Air Service upon request for an additional fee. International orders are shipped by customer’s requested service or by most economical service when not specified.

I want to talk somebody about my order, who do I call?

We are here to help! Please send an email to a  product specialists info@lab3d.de

I am having problems placing an online order, can you help?

We apologize in advance if you are experiencing an issue. Please contact our products team for online ordering assistance, info@lab3d.de

Digital Services

What is a “.stl” file?

An “.stl” is a file extension that stands for Stereolithography. This is the file type that can be produced by orthodontic scanners.

Can I send my .stl file to lab3d for appliance fabrication?

Yes. If you are a first time user, please setup your account. Setup is quick and easy.

Which orthodontic scanners can Lab3d currently accept .stl files from?

iTero, 3Shape, Cerec,  and many more.

How long does it take for Lab3d to print your digital model?

Your digital model can be printed within 24-72 hours.

What appliances can be made from my digital scan?

Any appliance that you see in the Lab3d  Laboratory Catalog can be made from your digital scan.

How do I send my .stl file to Lab3d ?

Your files are sent to Lab3d  through a secure file portal that you are given a username and password to. Or they are sent to us directly from your scanner.

Digital Model Storage

What do I get back with my case?

Enclosed in each folder file is a “3SZ” file (3d file) and a printable PDF file. The PDF includes six views of the case in a 1:1 ratio

How will I get my case sent back to me?

You can access all your cases through the Lab3d Ortho File Portal.

What impression material should I use?

Any material will work. If you use alginate, wrap the impression in a damp towel.

Should I send models or impressions?

We accept both types of records.

What kind of impression tray should I use?

Plastic disposable is recommended. Metal trays interfere with the scanners laser.

Should I send a bite registration? And what kind?

Which type of appliance you order determines if a bite is required. However, sending a bite in will only give better results. Any type of bite is accepted.

Can I include photos for my case?

Yes. If you feel the bite may be hard to articulate, emailing/mailing photos will allow for a more accurate results.

What is the cost for the software and setup?

None. The only cost to you is 10-15 minutes of your time for setup and walkthrough.

How much space does a case take up on my computer?

Each case takes up 3-6 Megabytes

If I needed a physical model for my case, can you make one for me?

Yes. 18.00 Eu  per working model arch, 64.00 Eu  per ABO study model set, and 44.00 Eu per a Slim based model set.

How long is my case stored?


How long will it take to get my case back?

Seven to ten business days is the average turnaround time for ortho cases. If you need a sooner or specific date, specify on the Rx. Please take into account shipping times and weekends. Please call for turnaround time for Snoring and Sleep Apnea Devices.

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