Frequently Asked Questions

Customer Service FAQ's

1.
How can I receive Literature, Retail Price List or a Color Chart?
2.
How do I order SDS Products?
3.
How can I get pricing on SDS Equipment?
4.
Can I order Custom Colors for Upholstery?
5.
What is the lead-time for SDS Equipment?
6.
How can I obtain the weights & dimensions for my equipment?
7.
Where is my ship date on my order acknowledgment?
8.
How can I obtain a tracking/pro number for my shipment?
9. What is the Return Policy at SDS?


Technical Support FAQ's

1.
How do I program my dental chair?
2.
How do I replace the bulb of my SDS Light?
3.
How do I adjust the air pressure of each individual handpiece?
4.
What do I use to purge my system?
5.
Where can I obtain a copy of a product manual?
6.
Where can I locate the serial # for my SDS Product?


Answers - Customer Service

1. Q: How can I receive Literature, Retail Price List or a Color Chart?
A: To receive literature, Retail Price List or a Color Chart, you may go to the "Contact Us" link below and submit your request via e-mail or call our Customer Service Team at 1-800-275-3368.
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2.

Q: How do I order SDS Products?
A:
Orders for SDS products shown in the catalog must be placed by an authorized SDS dealer. All orders must be done in writing whether by mail or fax. The following information should be included with each order:

For authorized dealers:
All orders must be faxed (verbal orders will not be accepted) to our Customer Service Department at 1-954-730-3602 with the following information:

1. Quantity for each product/part ordered.
2. Item numbers
3. Description
4. Ship-to-address
5. Method of Transportation

6. Requested shipping date
7. Purchase order number
8. Signature of person placing the order
9. Product Serial Number for warranty replacement orders

For Same Day Shipments:
- All orders must be received by 2:00pm EST.
- All orders received after 2:00pm EST will be processed the next business day.

Minimum Orders:
There will be a $10.00 service fee for all orders less than $25.00

Hold Orders:
Orders held by dealer after manufacture has been completed but before shipment has been made, will be invoiced and subject to payment terms. After 30 Days, held orders will be subject to a 1 ½ % per month storage charge.

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3. Q: How can I get pricing on SDS Equipment?
A: In order to provide the best quality of installation and service, SDS products are distributed through a network of qualified authorized dealers. Please contact an authorized SDS dealer in you area. You may also call our Customer Service Team and request a Suggested Retail Price List at 1-800-275-3368.
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4. Q: Can I order Custom Colors for Upholstery?
A: Yes. If you would like a color that in not listed on our standard color selection, any color may be ordered for a nominal fee. Please call your local authorized SDS dealer for more details.
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5. Q: What is the lead-time for SDS Equipment?
A: SDS, strives to maintain a maximum or two(2) week lead-time on our packages, sometimes there are critical factors outside our control. Please call or Customer Service Team via e-mail at
sales@summitdental.com or call us at 1-800-275-3368.
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6. Q: How can I obtain the weights & dimensions for my equipment?
A: There are weights & dimensions in our
product manuals or you may call our Customer Service Team at
1-800-275-3368.
For weights and dimensions:
Chairs
Lights


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7.

Q: Where is my ship date on my order acknowledgment?
A: The ship date is the "Required Date" located on your sales order acknowledgment form. Every order received by email or fax or mail will be acknowledged within 24 hours in writing ( after credit approval). It is the dealers responsibility to check acknowledgments carefully against their order to ascertain it is correct and NOT duplicated.

Written confirmation of orders must be clearly marked “Confirmation” to avoid duplicate manufacture and shipments. If this is not done, and duplicate shipment occurs, the dealer is responsible to accept and remit for this merchandise

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8. Q: How can I obtain a tracking/pro number for my shipment?
A: Please call our Customer Service Team at 1-800-275-3368 to obtain the tracking/pro number and for parts go to
www.fedex.com to track your shipment. For equipment shipments, please contact the appropriate freight carrier.
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9.

Q: What is the Return Policy at SDS?
A: Returns - Prior authorization must be obtained from Summit Dental Systems for the return of any product. If a return for credit is authorized, a 15% restocking fee will be charged on all items. All cabinets will be subject to a 40% restocking fee. All custom orders returned will be subject to a 75% restocking fee. A $25 minimum will be implemented for any return that qualifies for restocking fee. No return for credit requests will be accepted after 60 days from the shipment date.

All items to be returned warranty and otherwise must be returned within 60 days of the return authorization. Any item either returned after 60 days of the return authorization will not be accepted and a charge will be placed for the item not returned. All returns must include the official SDS RTN label provided upon authorization. Any item returned without the official SDS RTN label will not be accepted and will be returned to sender. Any item returned for credit must be received undamaged. Return packaging is the responsibility of the customer. The customer will be held to the same standards for packaging as they received it.

Any items scratched and damaged due to poor packaging will be returned without credit or a rework/repaint fee. The customer is responsible for any freight costs involved with a return. Please contact customer service with any question at 1-800-275-3368.

Warranty Return Policy - In the case of a defective warranty item, a copy of the replacement invoice, serial number of the product under which it was replaced, and a description of symptoms of the defect must be returned with the part to Summit Dental System, 3560 NW 53rd Court, Ft Lauderdale FL 33309, within 30 days of the invoice date in order to receive credit. Any and all expenses for freight, labor to perform warranty service, and purchase of spare parts are the responsibility of the buyer. Any fraudulent claims made may void the warranty. Any additional warranty that may be provided by an authorized Summit Dental Systems dealer is the sole responsibility of the said dealer.

* SDS reserves the right to make changes or improvements on any products without being required to modify existing equipment in a like manner

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Answers - Technical Support

1. Q: How do I program my dental chair?
A:  Biscayne 3050, click
here
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2. Q: How do I replace the bulb of my SDS Light?
A: For the Model 1340, click
here.
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3. Q: How do I adjust the air pressure of each individual handpiece?
A: If you have Models 1440 Euro, 1400 Deluxe, 1450 Basic or 1550 Mobile Carts, click
here.
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4. Q: What do I use to purge my system?
A: Please click
here.
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5. Q: Where can I obtain a copy of a product manual?
A: You may
download a copy of our product manuals, click here or call our Customer Service team at 1-800-275-3368.
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6. Q: Where can I locate the serial # for my SDS Product?
A: • For Chairs, click here.
• For Lights, click
here.
• For Delivery Units/Mobile Carts, click
here.
• For Assistant's Packages, click
here.
• For Doctor Stools, click
here.
• For Assistant Stools, click
here.
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