How can I find a specific product?
By using the navigation you can easily browse to the specific product you are looking to find. In addition, you can use our search function to look for specific items by name or item number.
How do I know if you have an item in stock?
When viewing a product you will see the stock status listed on the page. While we keep the vast majority of our products in stock at all times, some products are “Special Order” due to their unique characteristics. This is typically applicable to certain equipment and custom items.
Do you have a minimum order?
No, we do not have a minimum order. However, some items might have minimum order quantities for packaging reasons.
How do I use a coupon code?
If you have a promotional or coupon code it can be entered on the Shopping Cart page before proceeding to the checkout, or you will have another opportunity to enter the code during the checkout process.
What if I have trouble placing an order?
If you have trouble placing an order, or with any other aspect of our website, please contact us at 800.729.8192 for immediate assistance between 9:00 am to 5:00 pm (Eastern Time). You can also email us at email@example.com or use our Contact Us Form.
After I placed my order it shows as "Awaiting Payment".
Don't worry, this is normal in our order process. When you place an order using a credit card the system completes a pre-authorization. Basically it confirms the card is valid, completes several security screenings and makes sure the funds are available to pay for the order. If it passes these checks there is a "hold" placed on the necessary funds. Once we prepare the order and it is ready to be shipped to you we then "capture" these funds and officially accept the payment.
These steps allow us to protect cardholders and follow the Payment Card Industry standards.
What forms of payment do you accept?
We accept Visa, MasterCard, Discover, American Express and PayPal.
How can I use PayPal to pay for my order?
During the Order Confirmation step in the checkout process you will have the opportunity to select how you would like to pay for your order. Select the PayPal option and when you proceed to payment you will be securely taken to the PayPal site to complete your payment. Once on the PayPal site you can use your PayPal account, but one is not required. After completing the payment process you will be returned to our site to complete your order.
When will my order ship and how long will it take to receive?
Most orders placed before 12:00 pm (Eastern Time) will ship out the same day. This excludes weekends and major holidays.
Your order will arrive based on the shipping method chosen during checkout. Please note that shipping timeframes do not include weekends or holidays.
What shipping carriers do you use?
We use UPS and USPS for our small package shipments. Larger shipments may be made by one of our LTL freight carriers.
Do you offer expedited shipping methods?
If you need your items faster than our standard shipping you can select an expedited method at checkout. You can see the different shipping options by viewing your shopping cart and calculating shipping with your State and Zip Code.
If you are unsure what method to choose you can contact us for assistance between 9:00 am to 5:00 pm (Eastern Time) and we will be happy to assist you in choosing the best method to make sure you receive your order when you need it.
How can I change or cancel my order?
To cancel or change an order please call 800.729.8192 or email firstname.lastname@example.org as soon as possible. Once your order is placed it will immediately begin processing for shipping. So it is possible, depending on how much time has passed, that your order has already shipped.
How do I track my order?
Once your order ships you will receive an email with a tracking number you can use to track your order. If you have an account set up on our site you also have the ability to log in and check the status of your order.
I received a damaged item.
If you received an item that was damaged during transit, and the damage is visible from the outside of the parcel please notify the carrier, refuse the shipment, if possible take pictures and then notify Vacalon immediately.
If you receive your order and there is “concealed damage” if possible please notify the shipping carrier, then contact Vacalon immediately and retain all packaging.
I received the incorrect item.
If you feel you have received the wrong product, please contact our customer service within 72 hours of receiving your shipment.
An item was missing from my order.
If you did not receive all the items you ordered please check your packing slip or invoice to see if the item was shipped. Vacalon makes every effort to ship all orders complete, at times items may be on backorder, ship from alternate locations or ship in separate packaging. If after checking the pack slip and thoroughly checking all the packing materials you still cannot find one of the items please call us immediately at 800.729.8192. Please hold onto all packaging materials to assist if a claim process must be filed. Shortages must be reported within 72 hours of receipt of order.
My order never arrived.
Please log in to your account to check your order status and confirm that your order has shipped. If your order has shipped you can track your order to see if the shipment is in transit. If you did not create an account during checkout you will still receive an email notifying you when your order ships, along with the tracking information. Depending on the shipping method you chose it can take up to 10 days for your order to arrive. If you feel too much time has elapsed since you placed your order please contact us and we will work to resolve the matter.
If the tracking status of your shipment shows as “delivered”, but you did not receive the package, or there is a shipping exception listed then please contact us immediately so we can work to resolve the problem.
I need a copy of my receipt/invoice.
You can log in and view your past orders to print invoices at any time. If you purchased at our store without creating an account you will need to refer to the email you received after you placed your order. If you are unable to locate this email we can resend an invoice. If you need us to send you a copy of your invoice please contact us.
What is your return policy?
You can find our complete return policy by selecting “Returns” at the bottom of our website or by clicking Here.
How do I create an account?
Click on the My Account link at the top of the page and follow the “Create a New Account” procedure.
I think I have an account, but I can't log in?
If you try to log in but the system tells you the password or email is incorrect you can try to reset your password by following the instructions. If the password reset screen tells you that there was no account found with the email address you are using it means that for some reason your account is not found in our system. This could be caused by several reasons - it is possible that when you ordered previously from our store you chose to checkout as a "Guest", which will not create an account or that when we launched our new website your account was not moved due to inactivity.
You can set up a new account by clicking the "Create a New Account" link, or if you think there may be another reason please contact us and we will be happy to research the situation further.
Do I have to create an account to order from your store?
No, you can utilize our Guest checkout. However, by not creating an account you will lose the ability to easily track and view orders, update account information, print past invoices and easily re-order from past orders.
How do I edit my account information?
By logging into the My Account section you can update your address, e-mail and other information.
I forgot my password.
Click the My Account link at the top of the page and then select the “Forgot your password” link. Simply follow the instructions to verify and reset your password.
Can I buy your products from a dealer or distributor?
Vacalon has a worldwide network of distributors that handle our products. Please view our list of Authorized Vacalon Dealers for your local source for Vacalon products.
Where can I find an MSDS or instructions for one of your products?
You can find our MSDS and instruction library by selecting “MSDS” at the bottom of our website or by clicking Here.
Do you ship to locations outside the USA?
Through our website it is only possible to place orders for United States based addresses. If you are in Canada or Mexico you can call 800.729.8192 or 614.577.1945 to place an order, or you can speak with a local Vacalon Authorized Distributor.
Vacalon brand products are sold in over 30 countries worldwide and we are supported by a network of dealers that help better serve our customers. If you are outside North America it depends upon your location whether we can fill your order from our warehouse or have a local dealer contact you. Please contact us by phone or e-mail for further information.
If you are outside North America and are interested in Schick Dental products you can visit www.schick-dental.de, for N&V Belgium products please visit www.nv-nv.com and for BK-Medent product please visit www.bkmedent.com