Sales Policy - XDENT LAB

A. OUR SERVICE

• Removables: from 2 to 3 business days in-lab turnaround time.

• Crown & Bridge: from 2 to 3 business days in-lab turnaround time.

• Dental Implants: from 3 to 5 business days in-lab turnaround time.

B. SERVICE COMMITMENT

This policy outlines the standards and commitments that XDENT LAB applies when providing services to partner Dental Labs.

1. Commitment to Large Scale Production with a Remake Rate Under 1%

With two specialized production factories, one for Fixed Prosthetics and one for Removable Prosthetics, combined with a systematically designed quality control process, we are able to meet large scale production demands while maintaining stable and consistent quality. We commit to keeping our Remake Rate under 1%, giving partners peace of mind about product quality as they scale up their production volume. This is designed to solve the "unstable quality" pain point that dental labs often face when choosing an outsourcing partner.

2. Commitment to a 5 Year Warranty

We commit to a 5 year warranty on every product (see the Warranty Policy section for detailed conditions). With this commitment, we aim to demonstrate the reliability and integrity of our service. Products that meet the warranty conditions will be remade, repaired, or refunded in accordance with the Warranty Policy.

3. Commitment to Competitive Pricing

We are committed to always evaluating our product pricing based on a win win value for both our partners and ourselves. "Good product for the price" reflects our effort in production management. We optimize costs through efficient production management, standardized processes, and maximizing production capacity, allowing us to offer competitive pricing while maintaining consistent product quality. Our competitive pricing comes from operational efficiency and production optimization, not from cutting corners on quality.

C. LAB-TO-LAB WARRANTY POLICY

This policy sets out the terms and conditions of the warranty applicable to dental prosthetic products manufactured by XDENT LAB under the Lab-to-Lab outsourcing model.

1. Warranty Scope

XDENT LAB is responsible for defects arising from:

• Incorrect prescription/indication
• Material defects
• Manufacturing defects

During the warranty period, XDENT LAB will:

• Remake free of charge, or repair, or issue a refund

2. Warranty Period

• Warranty period: 5 years
• Applicable to all products listed in the official price list

3. Warranty Conditions

The warranty is valid when:

• The product is still within the warranty period
• The product falls within the warranty scope

Required documentation:

• Case ID
• Related images / videos
• Returned product (if requested)

4. Cases Not Covered by the Warranty

The warranty does not apply to:

• Defects arising from input data (STL scan files, changes to the prescription)
• Design changes provided by the customer (CAD performed by the customer's side)
• Discrepancies caused by the customer changing the design after production
• Products that have been modified or worked on by a third party
• Cases involving a completely new impression. XDENT LAB only provides warranty based on the original impression data

5. Costs Not Covered by the Warranty

XDENT LAB is not responsible for:

• Shipping costs (unless otherwise agreed)

6. Warranty Claim Process

1. Submit a request via: Email / Portal
2. Provide: Case ID, Description of the issue, Images / videos
3. XDENT LAB responds within 24 to 48 hours
4. Confirmation of resolution method: Remake / Repair / Refund
5. Priority processing is carried out

7. Additional Terms

• This policy may be updated without prior notice
• Applicable to partner Dental Labs under the Lab-to-Lab outsourcing model
• Special cases will be handled based on mutual agreement between both parties

D. ORDER PROCESS

Step 1: Case Submission

• For Digital Impression Cases: Partners submit cases through the Magic Touch Portal or via WeTransfer (account provided by XDENT LAB's Customer Support team). If partners wish to send .stl files directly through other platforms such as iTero, Trios, Shining 3D, etc., please contact our Customer Support team for assistance.
• For Physical Impression Cases: Partners should contact our Customer Support team for assistance with shipping the physical impression to XDENT LAB.

Our Customer Support team receives information and requests via Email or WhatsApp.

Step 2: CAD Design

Once the input data is received, our technical team will evaluate the impression and the case prescription. Our Customer Support team will follow up to confirm or clarify the input data. Once confirmed by the customer, we will proceed with production.

XDENT LAB accepts .stl files from most current scanner types, including iTero, Medit, Trios, Shining 3D, Dexis, Carestream, Dentsply Sirona, and many other systems.

Step 3: Production

The product is put into production at the factory. The average turnaround time is 2 to 3 business days for standard cases. For cases requiring additional time, we will notify partners before proceeding with production.

Step 4: Shipping

Finished products are shipped via international logistics carriers UPS, DHL, or FedEx. The average delivery time is 3 to 5 business days to regions such as the US, Europe, and Australia (for other regions, partners may contact our Customer Support team for guidance).

E. PACKAGING AND SHIPPING POLICY

1. Packaging

All products are packaged according to the company's standard packaging specifications. For any special packaging, labeling, or handling requests, please contact our Customer Support team for assistance.

Each order is assigned a unique Order ID, which is affixed to the packaging for identification, tracking, and order information storage, ensuring traceability and easy lookup.

2. Shipping Fees

Shipping fees are charged based on the actual shipping costs from UPS and FedEx.

Shipping fees and any related import charges will be paid directly through the customer's own shipping account, in accordance with the carrier's terms.

Free Shipping Program

A free shipping program may be available for bulk orders. Please contact our Customer Support team for details on the specific eligibility conditions.

3. Carrier & Shipping Account

By default, we will proactively arrange shipping through our standard shipping partner.
If a partner wishes to use their own preferred carrier, please inform our Customer Support team for assistance.

4. Order Tracking

Once an order is handed over to the carrier, a tracking number will be provided to the customer to monitor the shipment.

Our Customer Support team proactively monitors packages in transit and will notify the customer of any delays, lost shipments, or other shipping-related issues.

5. Import Duties & Customs Fees

Customers are responsible for paying all import duties, customs fees, and any other charges applicable under the regulations of their own country.

XDENT LAB is not responsible for any taxes, fees, or costs incurred in the destination country, unless otherwise agreed in writing between both parties.

6. Contact & Support

For any questions regarding packaging, shipping fees, tracking numbers, delivery status, or special shipping requests, customers may contact our Customer Support team directly or through XDENT LAB's general support channel: [email protected]

F. PAYMENT POLICY

1. Payment Methods

XDENT LAB supports the following payment methods:

• PayPal
• Wire Stranfer

2. Bank Fees & Transaction Fees

Any bank fees, transfer fees, or transaction fees will be paid by the partner to the chosen payment platform, unless otherwise agreed.

3. Payment Confirmation

Orders will be put into production once the agreed payment has been confirmed by XDENT LAB.

After making payment, partners may notify us or provide a payment confirmation or transaction reference to XDENT LAB to help speed up verification and confirmation of the transaction.

4. Payment Support

If customers need assistance with:

• Payment methods
• Transaction confirmation
• Any payment-related issues

Please contact our Customer Support team directly or through XDENT LAB's general support channel: [email protected]

Policy Update Date

This policy was last updated on September 18, 2026

About XDENT LAB:

We are experts in Lab-to-Lab Full Service from Vietnam, with the signature services of Removable, meet U.S. market standards, FDA-registered, ISO 13485-certified. Founded in 2017, from local root to global reach, we scale with 2 Factories with over 100+ employees.

Our Commitments Built on “Trusted. Commitment. Quality”

• Commit to Large-Scale Manufacturing, high volume, remake rate < 1%.
• Commit to 5-Year Warranty
• Commit to Competitive Price

XDENT LAB | A Trusted Lab-to-Lab Service from Vietnam

• Factory 1 : 95/6 Tran Van Kieu Street, Binh Phu Ward, Ho Chi Minh City, Vietnam
• Factory 2: Kizuna 3 Industrial Park, Tay Ninh Province, Vietnam

Thank you for choosing XDENT LAB as your trusted partner in dental lab services.