Answers

Frequently Asked Questions

Find answers to common questions about our services and how we can assist you.

FAQs

Find answers to your questions about the case submission process right here.

How to submit cases?

To submit a case, simply fill out our online form. Ensure all required fields are completed for a smooth process. Once submitted, you'll receive a confirmation email.

What file formats accepted?

We accept various file formats including PDF, JPEG, and TIFF. Please ensure that images are clear and high-resolution. This helps us to provide the best service possible.

What is the turnaround time?

Our standard turnaround time is typically 5-9 business days. However, this may vary based on the complexity of the case. We recommend checking with our team for specific timelines.

Can I track my case?

Yes, you can track your case status through our portal. Simply log in with your credentials to view updates. You will also receive notifications via email.

What if I need help?

If you require assistance, please reach out to our support team. We're here to help you with any questions or concerns. Contact us via the button above for quick support.

Sterilization Procedure: How are new cases sterilized and processed upon arrival?

When a new case arrives, the driver places it in the designated Dirty Zone. Staff working there wear PPE, including gloves and masks, before opening all boxes and containers to take clear photos for verification. Any impressions with visible blood are rinsed under running water, then transferred to the Disinfection Section. There, items are fully immersed in disinfectant for 3–5 minutes, removed with gloves, and either rinsed or air-blown dry. Once disinfected and dry, items are placed in clean work boxes, and all case details—along with photos—are accurately entered into the system for record-keeping.

How are deliveries and shipping charges managed?

Deliveries are organised by location:

Within NSW (local): Go Logistics manages most local deliveries.‍
Within NSW (regional): For regional areas, StarTrack Priority is used.
Outside NSW: All interstate orders are shipped via Australia Post Express, typically arriving within 1–2 business days.

Shipping is free for orders over $299. A $11 + GST delivery fee applies to orders under $299.

What does the 3% monthly service charge mean, and when does it apply?

If an invoice remains unpaid more than 30 days from the statement date, a 3% monthly service charge will be applied to the overdue balance and will continue to accrue until payment is received.

"Top quality product and top notch customer service. Will definitely recommend this company to my families and friends. Thank you again Novadent for your service!"

Shishir S

"Dr Sanad and his team are professional and go out of their way to assist you. They are easy to communicate with and the quality of the lab work is consistently great all the time. Highly recommend!"

Nicole S

"Absolutely great lab, amazing results that my patients and I both admire.. Communication is always great.They will go above and beyond to achieve exactly what you want. I have used multiple labs before and Novadent is my favourite lab..I would rate them 7 stars if I could."

Luma J

"Their prices are competitive and their products and services are top notch. Communication is always quick and clear and they deliver on time. Would highly recommend!"

"Novadent is extremely professional, deliver exceptional work and I've been able to give my patients the best with confidence. Thank you for giving each case the highest standards it deserves and helping me in turn raise my bar in dentistry. Well done to the entire team and keep it up"

Omar M

"Great quality dental ceramics and Dental implants prosthetics . Dr Sanad and his team got lots of experience and knowledge to support the quality dental care we provide."

Arncliffe Dental Care

Need More Help? Contact Us!

If you have any questions, our support team is here to assist you anytime.