Orders should be placed online at www.dess-usa.com. Your email is your login and you can create your own password. All order and tracking information is sent to the same email that is your login. After the completion of an order, you will receive 2 emails that contain information pertaining to that order.
The first email you receive is from firstname.lastname@example.org. The subject line states "Order Invoice from DESS - [Invoice #]". This email includes an invoice for your order, both in the body of the email and as an attached PDF. There are details regarding canceling the order, shipping deadlines, and other pertinent information.
It is the customers responsibility to review this information and ensure it is correct. If the information is not correct, then please notify DESS via email at email@example.com to cancel the order. We will respond to your email informing you that we received your cancellation request and will cancel the order.
We cannot change any aspect of the order nor combine shipping on orders. The customer is responsible to enter the new/replacement order. If you are not receiving the email from firstname.lastname@example.org please check your spam or trash folder. This information is also contained in the Order History in your account.
Once the order is packaged and label generated you will receive the second email from email@example.com.
The subject line states DESS-USA [Invoice #] Shipping & Tracking [Tracking #] - for example DESS-USA 100044455 Shipping and Tracking 1Z81F1390191854324.
This email has 3 parts:
- Information on tracking your package. Click the "Track Your Shipment" link which will direct you to a new page showing real time status of your shipment. If you would like to receive notifications, please click the Tracking # which will direct you to UPS site and you can request updates sent to your email or phone through UPS My Choice. Also view Creating a UPS My Choice Account.
- What the shipment includes; these are the items that are in the package and being shipped to you.
- Backorder Information; located under the "Notes" section all backordered items are in red and state "Backordered" below. There is further information regarding Backorders including when the items will be potentially available, how we ship backorders, and what other options you have. Please read this information.
If one of your items ordered is on backorder, you will receive a third email informing you that you have a backorder and which parts are backordered.
(Please see the Backorder information below)
If you are not receiving the email from firstname.lastname@example.org, please check your spam or trash folder. This information is also contained in the Order History in your account.
Order and Shipping Terminology
Once an order is created the status of the order is Awaiting Fulfillment. This means we have not packaged and generated a label for this order. Once this is done a UPS tracking number will be created and you can track the package.
Since the packages are picked up after 3pm Pacific/6pm Eastern we suggest waiting to check the tracking on the package.
If there is no update regarding the tracking it can mean one of the following:
- The packaged has not been picked up by UPS.
- The entire order is on backorder and if this is the case you will receive an email from email@example.com notifying you of this. Please check your email since we will send one notifying you.
- The package may inadvertently not be scanned by UPS or is in the process of being scanned.
If the status of the order is Awaiting Shipment from Spain this means that the entire order is on backorder. Please see the section Backorders below for more information.
We encourage you to look at your emails prior to contacting DESS-USA and look at the tracking information on both Ship Station link and UPS before contacting us since all the information regarding your shipment is contained there.
Changing Orders and Shipping Afterwards
We are not able to add to existing orders nor are able to combine shipping on orders. We ask that you have us cancel the orders and you can place a new one online.
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.
We make every attempt to ship out orders the same day if we receive them by 3pm PST (Pacific Standard Time). We cannot and will not guarantee this though.
DESS-USA will not provide waive/credit/refund for shipping or component costs if we are unable to ship the order the same day and any of the following days afterwards.
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.
DESS-USA, upon generating the shipping information, will email the tracking number and possible back order information to you. There is a link to UPS in the email in which you can track the package.
It is your responsibility to contact UPS regarding any status of a shipment. This includes late or lost shipments. We will NOT contact UPS on your behalf. We encourage you to view all communications we send you prior to doing this. Also view Creating a UPS My Choice Account.
If the package was lost or stolen, DESS-USA 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-USA will cover half of the cost of shipping.
If the package was damaged and parts are no longer in the package please notify DESS-USA 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-USA 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.
Backorders, Special Orders, and Discontinued Items
For all backorders:
- We anticipate receiving the parts back in our facility in 7-10 business days.
- Once we receive the parts in our facility in Oregon City, Oregon, we will ship them to you at our expense via UPS Ground. You will receive and email from email@example.com detailing what parts are on backorder. The subject line will include your order number xxxxxx-1 and tracking information.
- If you wish for faster shipping please contact us via email at firstname.lastname@example.org and notify us how you would like us to ship the backorder. We will apply a $7 credit towards your purchase of other UPS shipping options. Since we do not have access to your online account we will contact you to obtain your credit card to pay for the balance.
- We can cancel the backorder and credit back your credit card if you wish for us to do so. Please email us at email@example.com and notify us that you wish for us to cancel your backorder and we will do so.
If you have questions about the backorder, please first check your email to see if the backorder was shipped and then check your order history in your account since it will show if the backorder has been shipped. If there is still a backorder after 10 business days, then email us at firstname.lastname@example.org and we will respond within 24 hours regarding the backorder since we need to research the situation. We will confirm that we have received your email and begin to research the situation. This process will enable both parties track the backorder and ensure completion.
All Special Order items are non-returnable and non-refundable. These orders take 7-10 business days to be received by our facility. 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. They are non-returnable and non-refundable. All sales are final.
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).
DESS-USA's order fulfillment system ensures that all of the correct parts and quantities are packaged and shipped in the order or identified as backordered. In the unlikely event that the customer claims to not have received the parts, DESS-USA will provide you with a detailed report from our RFID system of what items where scanned and shipped prior to any decisions regarding reimbursement.
Product replacement will be issued if there is a demonstrable manufacturing defect or labeling error. Please send pictures, x rays, and written documentation regarding this to email@example.com.
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 replacement warranty on the original implant and the DESS abutment.
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.
Ownership of Site and Content
All pages within this Site and any material made available for download, unless otherwise noted, are the property of Geryon Ventures, LLC or any of its affiliates. © 2012 Geryon Ventures, LLC. All Rights Reserved. The Site is protected by United States and international copyright and trademark laws. The Content of the Site, including without limitation the files, documents, text, photographs, images, audio, and video, and any materials accessed through or made available for use or download through this Site ("Content") may not be copied, distributed, modified, reproduced, published or used, in whole or in part, except for purposes authorized or approved by Geryon Ventures, LLC in writing, including for the provision of services or products to Geryon Ventures, LLC or any of its affiliates, or in connection with a business relationship with Geryon Ventures, LLC or any of its affiliates. You may not frame or utilize framing techniques to enclose, or deep linking to, any name, trademarks, service marks, logo, Content or other proprietary information (including; images, text, page layout, or form) of Geryon Ventures, LLC or one of its affiliates without our express written consent. You may view, copy, print and use Content contained on this Site solely for your own personal use and provided that: (1) the Content available from this Site is used for informational and non-commercial purposes only; (2) no text, graphics or other content available from this Site is modified in any way; and (3) no graphics available from this Site are used, copied or distributed separate from accompanying text or separate from any copyright, trademark or other proprietary notice. Nothing contained herein shall be construed as conferring by implication, estoppel or otherwise any license or other grant of right to use any patent, copyright, trademark or other intellectual property of Geryon Ventures, LLC or any of its affiliates or any third party, except as expressly provided herein.
In accepting these terms and conditions I consent to receiving regular communications from DESS-USA and their affiliate contact systems via the information they receive during my interactions with DESS-USA.