Orders can be placed via multiple ways: by including ordering online at www.dess-usa.com, by calling us at 1-855-337-7872, or by email at email@example.com. We have office hours from 8am to 4pm PST.
After the completion of an order, customers will receive several emails that contain information pertaining to that order.
The first email is entitled “Your DESS USA Order Confirmation (Order Number)” and is an informative email to notify you that your order was placed; additionally, providing you with the order number and contact information for DESS, should you need it.
The second email is entitled “Welcome to DESS USA” and will contain information on new parts and/or promotions that we will be offering. It will also include our contact information and let you know that your invoice will be sent to you via email that also has a PDF of your invoice attached so that you can easily forward to your accounting department or print out directly.
The third email is entitled “Thank you for shopping with us” and includes the invoice for your order, both in the body of the email and as an attached PDF. This email informs you to contact us if information in the invoice is incorrect. Your invoice/receipt is then provided; listing the parts ordered, the shipping method chosen, and the total of your order. The billing and shipping addresses are listed below the invoice/receipt.
The fourth email is entitled “Shipping & Backorder Information for Order (Number)" and is an informative email to show that your order has shipped. This email first provides the shipping method used and the shipping address that the package is going to. This is followed by a link to the tracking number and a list of the items that were shipped. Lastly, there is a section to show any potential backordered items that did not ship out. These will be listed in red, followed by our policy for backordered items.
It is the customers responsibility to review the order and ensure that all information including shipping address, part number(s), part quantities, and type of shipping information is correct. If the information is incorrect it is the customers responsibility to contact DESS USA immediately via phone (855-337-7872) and/or email (firstname.lastname@example.org) informing DESS USA of this for correction. DESS USA will cancel the incorrect order, enter a new one, and email you the renewed invoice for immediate review.
DESS USA, upon generating the shipping information, will email the tracking number and possible backorder information to the customer. There is a link to UPS in the email in which the customer can track the package.
Special Order items are products that are not currently in stock and are ordered from our manufacturer when an order is placed for them. It will take 7-10 business days for Special Order items to be received at our office.
All Special Order items are non-returnable and non-refundable. All sales are final.
Discontinued items are products that DESS USA will no longer be offering. We have a limited amount of stock for these items. If you need specific stock information on a discontinued item, please contact us at email@example.com.
All Discontinued items are non-returnable and non-refundable. All sales are final.
Business days are from Monday until Friday and do not include Saturdays, Sundays, or US holidays.
DESS USA makes every effort to ship your order the same day if we receive the order by 3pm PST. However, we will not provide a credit/refund for shipping or component costs if we are unable to ship the order the same day. We are not able to add anything to an order that has already been placed. We will not be able to ship a new order along with a backorder, they will be in separate packages.
Orders with a quantity of 175 or more components will need to be entered into our system no later than 2pm PST to ensure that it can ship out the same day.
All orders are shipped without a signature required.
DESS USA offers the following UPS Shipping Methods:
UPS Early A.M. - next day by 8:30am (cut off time for this is 1pm PST)
UPS Next Day Air - next day by 10:30am
UPS Next Day Saver - next day by the end of the day
UPS Second Day - 2day by the end of the day
UPS 3Day Select - 3day by the end of the day
UPS Ground - 3-5 business days
Days do not include weekends.
Saturday delivery is available upon request.
We do not charge additional shipping or handling fees.
DESS USA is not responsible for any lost, stolen, or damaged shipment and for any delays in receiving your shipment as a result of the carrier/shipping service, weather, transportation, acts of mother nature, or any other situations out of our control.
If the package was lost or stolen, DESS will file a claim with UPS. If and when UPS confirms responsibility and reimburses DESS USA then you will be refunded the same amount that UPS returned to DESS USA. This process may take up to several weeks due to the UPS claim process.
In the event of your package being lost or delayed (excluding weather/environmental conditions), DESS USA can re-ship the order at your request. When the order is reshipped, we will charge you in full for the cost of the parts and we will cover the cost of UPS 3day, UPS 2day, or UPS Ground only. If you would like UPS Next Day Air or Next Day Air Saver, DESS will cover half of the cost of shipping.
If the package was damaged and parts are no longer in the package please notify DESS via email to firstname.lastname@example.org with pictures of the package, the part and quantity of parts that are missing, the invoice/order number. DESS will provide you the replacement parts at 50% of the retail value up to $100 and half the cost of shipping. DESS will file a claim with UPS. If and when UPS confirms responsibility and reimburses DESS USA then you will be refunded the same amount that UPS returned to DESS USA. This process may take up to several weeks due to the UPS claim process.
DESS USA's order fulfillment system ensures that all of the correct parts and quantities are packaged and shipped in the order. In the unlikely event that the customer claims to not have received the parts, DESS USA will provide the customer with the replacement parts at 50% of the retail value up to $100 in total and then half the cost of shipping.
DESS USA cannot utilize a customer's own shipping account or services.
DESS USA, upon generating the shipping information, will email the tracking number and possible back order information to the customer. There is a link to UPS in the email in which the customer can track the package. PLEASE contact UPS regarding the status of the shipment. If the customer did not receive the package and/or it is not being delivered on time, it is the customer's responsibility to first contact UPS to determine the cause.
We accept American Express, Visa, MasterCard, and PayPal. All prices are subject to change without notice.
The purchase of our products will appear on your credit card statement as DESS-USA (Geryon Ventures, LLC).
If an item is on backorder, there will not be a notification when placing the order. Should an item be on backorder, the customer will receive an email the same day that we ship the order, stating what items are on backorder. It is the customers responsibility to contact DESS USA via email or phone if they wish for us to cancel the backorder or ship it via a faster method.
Once a backordered item comes into our office (7-10 business days), it will be shipped via UPS Ground (3-5 business days) at no cost to the customer.
If the customer would like a faster shipping method, please contact DESS USA before the backorder ships and we will discount the cost of ground (typically about $9) from the other method of shipping that is chosen.
If the customer's back-ordered package exceeds the average weight and cost to ship it, an additional fee for the customer will be incurred. DESS USA will cover the cost of UPS Ground shipping up to $10.
Product replacement will be issued if there is a demonstrable manufacturing defect or labeling error.
Prosthetic Instrument Guarantee
DESS-USA provides proper cleaning and sterilization methods so that you can prolong the life of our prosthetic instruments. DESS-USA does not accept return prosthetic instruments removed from their original package.
DESS-USA has a lifetime warranty on all of our DESS components as well as on 3rd party implants. That can be viewed here: Warranty
Be sure to check your purchase immediately upon receipt. Any discrepancies must be reported to our office within 24 hours of receipt of shipment. Shippers Return Fee will be charged to customers account if COD or any packages are refused by customer.
You agree to indemnify, defend, and hold harmless Geryon Ventures, LLC., its directors, employees, agents, its manufacture, licensors and suppliers (collectively the "Service Providers") from and against all losses, expenses, damages and costs pertaining to Geryon Ventures, LLC. products or reasonable attorneys' fees, resulting from any violation of these terms and conditions or any wrongful activity related to your account including negligent or criminal conduct by you or any other person accessing the site using your Internet account.
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