Ordering Information

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 orders@DESS®.com. 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 service@DESS®.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 orders@DESS®.com 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 tracking@shipstation.com.

The subject line states DESS® [Invoice #] Shipping & Tracking [Tracking #] - for example DESS® 100044455 Shipping and Tracking 1Z81F1390191854324.

This email has 3 parts:

1. Information about when your order will be picked up by UPS and scanned. Prior to UPS picking up and scanning, no tracking information is available. You will receive an automated email from Route, our shipping protection and tracking provider.
2. What the shipment includes; these are the items that are in the package and being shipped to you.
3. 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.

If you are not receiving the email from tracking@shipstation.com, 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. You will be able to use Route webpage or app to track your order once it is scanned by UPS.

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:

1. The packaged has not been picked up by UPS.
2. The entire order is on backorder and if this is the case you will receive an email from shipping@DESS®.com notifying you of this. Please check your email since we will send one notifying you.
3. The package may inadvertently not be scanned by UPS or is in the process of being scanned.

If the status of the order is Backorder 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® 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.

Shipping Options

All orders are shipped without a signature required.

DESS® offers the following UPS Shipping Methods:

UPS Next Day Air Early A.M. - next day by 8:30AM (cut off time is 3:30PM EST/12:30PM PST)
UPS Next Day Air - next day by 10:30AM (cut off time is 3:30PM EST/12:30PM PST)
UPS Next Day Saver - next day by the end of the day (cut off time is 3:30PM EST/12:30PM PST)
UPS Second Day - 2day by 10:30AM
UPS Second Day Air A.M. - 2day by the end of the day
UPS Ground - 3-5 business days

Days do not include weekends.

Saturday delivery is available upon request Monday through Thursday. We cannot offer Saturday delivery on a Friday.

We do not charge additional shipping or handling fees.

Shipping Policy

Unfortunately, there are times when packages are not delivered by the promised delivery times.

Our shipping carrier is UPS. Once we hand your package to UPS it is completely out of our control. Once out of our office, the responsibility for the package falls on the customer and UPS.

DESS® does not provide shipping cost refunds for shipments that are late or lost.

DESS® does not provide return shipping labels. 

Shipping Insurance

We’ve partnered with Route (Green Package Protection) — a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

Read more about Route and DESS®

If you experienced an issue with your order, such as lost or damaged, please file a claim with Route’s team here. 

DESS® is not liable or responsible for lost, damaged, and/or stolen items and/or packages, regardless of if the client choose to use and purchase Green Package Protection shipping protection or chooses to decline the Green Package Protection shipping protection.

The Green Package Protection provides shipping and package coverage up to $5,000 per order. The Green Package Protection coverage is not available for orders that exceed $5,000.

Back Orders (Shipped with Partial Backorder or Backorder)

If your order is a full backorder or a particle backorder, we will email you from shipping@DESS®.com. We try to send you this notification the day you place your order.

1. There are two types of backorders. A Partially Shipped with Partial Backorder  and Backorder order status. Partially Shipped with Partial Backorder means we have shipped part of your order, but there are items on backorder. Backorder means that your entire order is on backorder and we are waiting to receive your components.
2. We anticipate receiving the components in our facility in 1-2 weeks.
3. Once we receive the components at our facility, we will ship your partially backordered items them to you at our expense via UPS Ground. You will receive and email from shipping@DESS®.com detailing what parts are being shipped with tracking information. The subject line will include your order number xxxxxx-1 and tracking information. 
4. For Backorder orders will be shipped via the shipping service you paid for when ordered.
5. If you wish for faster shipping please contact us via email at service@DESS®.com 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.
6. We can cancel the backorder and credit back your credit card if you wish for us to do so. Please email us at service@DESS®.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 service@DESS®.com 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.

Discontinued Items

Discontinued items are products that DESS® 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.

Terms

We accept American Express, Visa, MasterCard, and PayPal. All prices are subject to change without notice.

NET30 Terms

We are happy to offer NET30 terms to select clients that qualify.

All payments must include shipping charges and include the order numbers that the check is covering.

All NET30 customers must pay via check, we will not run credit cards for NET30 invoices. If a check is received for the incorrect amount we will notify you and destroy the check. We do not return checks.

All NET30 customers will be billed the full amount of invoices prior to any refunds. Refunds will be credited AFTER the invoice is paid in full and a check will be mailed to you. We do not carry credit.

All NET30 term clients will be emailed an invoice at the time of the order. All invoices are due, in full, 30 days from the date of purchase. After 45 days from the date of purchase, the credit card on file for your account will be billed for any and all outstanding invoices. If the credit card payment fails and the invoice remains outstanding, it will incur a one-time 15% interest charge on the total amount owed.

Invoices not paid within 90 days from the date of purchase will be sent to collections and your NET30 terms may be discontinued until all outstanding invoices are reconciled.

Checks should be mailed to:

DESS®
1025 Greenwood Blvd
Suite 101
Lake Mary, FL 32746

Service/Payment Charges

The purchase of our products will appear on your credit card statement as DESS® (Geryon Ventures, LLC).

Missing Parts

DESS®'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® 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

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 service@DESS®.com.

Prosthetic Instrument Guarantee

DESS® provides proper cleaning and sterilization methods so that you can prolong the life of our prosthetic instruments. DESS® does not accept return prosthetic instruments removed from their original package.

Warranty

DESS® has a lifetime replacement warranty on the original implant and the DESS® abutment.

Discrepancies

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.

Attorney's Fees

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® and their affiliate contact systems via the information they receive during my interactions with DESS®.