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 firstname.lastname@example.org. 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 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 (email@example.com) 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 FedEx 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 firstname.lastname@example.org.
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 guarantees same day shipping if orders are placed by 3:00pm PST. We will not be able to add anything to an order that was already placed.
All orders are shipped without a signature required.
Orders with a quantity of 40 or more components can only be shipped FedEx 2day or FedEx Standard Overnight.
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.
In the event that the package lost or delayed (excluding weather/environmental conditions and FedEx mechanical issues), please notify DESS USA with the tracking number, pictures, and all relevant documentation. We will contact FedEx to begin a claim and the result of that claim will determine if a credit is applied to your account.
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 FedEx 3day (Express Saver), FedEx 2day, or FedEx Ground only. If you would like FedEx Standard or Priority Overnight, DESS will cover half of the cost of shipping.
If the package was lost, when FedEx confirms the claim for your order, your method of payment on the original order will be refunded. If your package was delayed, when the original order is delivered to you, you may do a return on the items for a refund. All returns will be done at the expense of the customer.
DESS USA cannot utilize a customer's own shipping account or services.
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 FedEx 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.
Product Return Policy
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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