The questions practices actually ask us.

You hear about it during the review step, within 24 hours of submission — not on the delivery date. The revision request names the tooth, the surface and the reason. You rescan, upload to the same case, and it returns to the top of the review queue rather than the back of it.

No. We are a fully digital laboratory and work from intraoral scans only — impressions and stone models are not accepted. We are scanner-agnostic, so an export from any major system will do, but a case cannot start until a scan is attached to it.

Yes — every case has a message thread attached to it, and it reaches the bench team working on that case. Conversations stay on the case rather than scattered across email.

Laboratory working days, stated separately from transit. A 5-day crown is 5 working days at the bench, plus the transit band for your region. We quote them separately because blurring them is how laboratories quietly miss delivery dates.

Your dashboard shows the live stage of every open case, and the carrier and tracking number are written to the case record at dispatch. Your front desk can give the patient a real arrival date without calling us.

Yes, on most fixed and appliance work. Rush compresses laboratory time only — it cannot compress transit, and we will tell you the realistic delivery date rather than the one you would prefer to hear.

Every patient-contact material is recorded against the case by manufacturer, product and lot number, and the laboratory that made it is named on the case and on the pouch label in the box. Both live on the case record in your dashboard, so they are still retrievable years later without asking us for a copy. A case will not dispatch with the materials record empty. We do not yet enclose a printed statement of materials with the shipment.

No restoration is, and a laboratory telling you otherwise has misread the rules. A crown made for one named patient to a dentist's written prescription is a custom device: it does not go through 510(k) clearance, it is prescribed. The materials are a different matter — the zirconia, lithium disilicate, alloys and resins we work in are FDA-cleared products from named manufacturers, and we record the lot number of every one of them against your case. Custom does not mean unregulated, and we build to 21 CFR Part 820 whether or not a registration is required of us.

At Lumina Dental Laboratory in Egypt — and the case record and the pouch label both name it in writing, which is what several US states require a laboratory to disclose. It is the only bench we use. We set the specification, every case passes a named review stage before it enters production, and we carry the warranty ourselves, so you claim against us rather than against a laboratory overseas. We are not a broker moving your case to whoever is cheapest this week, and we do not move a case to an unnamed bench.

The rules are public and the figures are yours. Every product's turnaround, what a price covers, everything that moves it and the whole volume ladder are on the pricing page, so you can see how a case is costed before you speak to anyone. Your own rates are quoted in writing when the account opens. The ladder is a rule rather than a negotiation: two practices sending the same volume pay the same figure, and neither of them had to be good at haggling to get it.

Nothing, when it is our fault — including freight in both directions. Our warranty terms and the specific exclusions are published in full rather than buried in terms and conditions, so you can read them before you send a case rather than after a failure.