DentSply OrthoLab™. Orthodontic Laboratory Services.


Frequently Asked Questions 

Q. How do I get started?
A. Call us to order a Starter Kit.
1-855-9-OrthoLab or 1-855-967-8465
Q. If I already have an account with Raintree, can I use that same account?
A. Yes.
Q. What methods of payment do you offer?
A. You may pay by credit card or on account. If you prefer to pay on account, you will need to apply for credit.
Q. How will I be billed?
A. Credit card customers will be billed once per month. If you are paying on account, you will receive an invoice for each order.
Q. Who do I contact if I have questions about my account or my case?
A. Please call us at:
1-855-9-OrthoLab or 1-855-967-8465
Q. How quickly will I get my Starter Kit?
A. Allow 5-7 days for delivery.
Q. Can I submit digital files from an intraoral scanner?
A. Yes. Currently Itero, CEREC, 3M, Carestream and 3Shape digital scans are accepted.
Itero, CEREC, 3M, Carestream and 3Shape are not trademarks of DENTSPLY.
Q. How quickly will I get my cases?
A. Allow a total of approximately two weeks: 2 days for shipment to the lab, 5-7 days to build your appliance, and 2 days for shipment back to your office.
Q. What are your shipping charges?
A. We provide you with a Prepaid Shipping Label to send your case to the lab. When your order is completed, $7.50 will be added to your invoice for the shipment back to you.
Q. Can I get expedited shipping?
A. Yes. Please contact us for pricing.
Q. Do you return a model with my case?
A. Yes.
Q. Do you include the patient's name on his/her appliance?
A. Yes, if requested on the order form.
Q. Do you offer a warranty on your appliances?
A. Yes. All of our appliances carry a 90-day warranty against defects in material or workmanship. If you encounter a problem, please return the appliance, original construction model(s), setup and wax bite, if applicable, along with a current model. Appliances will be repaired or replaced at our discretion. This warranty does not cover patient abuse or loss.
Q. What custom designs can you make for Hawleys?
A. In addition to the dozens of options we feature in our Hawley Retainers Custom Gallery, we can make customized designs to your specifications. There is a small upcharge for customization. Consult our Price List for details.
Q. Can you customize your sports mouthguards with names, numbers and logos?
A. Yes. See our Sports Mouthguards Custom Gallery for details.
Q. Can I submit my preferences for appliance fabrication?
A. Yes. Just complete the Special Instructions Form that was provided with your Starter Kit, and submit it with your case. Should you decide to change your preferences at any time, simply download a new form and submit it with your next case.