Customer Support

You can register with the Straumann Group eShop at https://shop.straumann.com/us/en_us/register

Please register with your e-mail address and your personal company details. You will be asked to choose a personal password, please be sure to choose a secure one. After you register, you will receive a confirmation email with your account details and you will be able to login and start purchasing on our eShop.
The account you create will be the same across all Straumann digital platforms (eShop, AXS or Dr. Portal).

If you have any questions, our Customer Service will be happy to help you personally: 800/448 8168
(Monday - Thursday from 8:00 AM - 6:00 PM, Friday from 8:00 AM - 5:00 PM)

In "My Account" dashboard you can view your information under "My profile details" and make any changes to your address or phone number.

Please note that the details relate to you as an individual and contact in an organization and not to the organization details. If you wish to change your organization details, please contact our Customer Service Team on 800/448 8168.
(Monday - Thursday from 8:00 AM - 6:00 PM, Friday from 8:00 AM - 5:00 PM)

You can enter a new shipping address during checkout and save it to your account. To edit or remove an existing address, please contact the customer service.

In your personal customer account, click on "My profile details" and then on "Password".

Enter your old password first, and then create a new password.

On the login page, click on ‘Forgot your password’. Enter your username or email address, and click on ‘Reset Password’. You will receive an email with the link to set up a new password.

In your account dashboard under "My Orders" you will find a list of all your previous orders sorted by order date. Here you can view the order statuses of your orders. Click on an order number to view the individual items in this order. You can also track the shipping status of your delivery here.

After adding products to the cart, they’re saved for future use until the cart is deleted. Logging out and logging back in would not remove added products from the cart.

Under "My saved carts" in your personal eShop customer account you can create and manage your saved carts. The saved carts help you simplify and accelerate your regular order process. With just a click you can add a saved cart, including the products contained in the order, to your shopping cart.

Saved Carts feature allows you to create a cart you can save for future use. If you have a requirement for specific materials every quarter, create a Saved Cart. Next time you want to buy it, go to ‘Saved Carts’ on homepage, open the desired Saved cart, modify the quantities, and click ‘Order Now’. All the products from your saved cart will be moved to cart for checkout.

The Saved Cart will continue to be available for future use. It will NOT delete after you’ve placed order with it.

In the Straumann Group eShop you can choose between paying by invoice or credit card.

In your personal customer account you can view and manage your stored credit cards. If you would like to create a new credit card, when you reach the checkout during your next order, under "Payment method" select the function "Add new card". Your credit card will be automatically authorized and securely saved. On your next purchase you can then access your stored credit card.

Do you have a voucher code and would you like to redeem this during your online order?

Add the desired product/s to the shopping cart. When you would like to complete your order process, please click on the shopping cart and view the contents. Here you can enter the coupon code in the corresponding field "Enter coupon code" and confirm the entry with "Apply". The corresponding voucher will now be added to your shopping cart and its value will be credited to your purchase. You can then go to the checkout and complete the order process.

Please note that the applicability and the validity of a voucher code depends on the terms of the respective sales promotion. Discounts cannot be cumulated.

In your "Accounts Dashboard", click on "Billing & Payment". View, download and print out your outstanding and paid invoices, account statements and and credits.

Select one from list of existing billing addresses at checkout. If you’d like to add a new billing address, contact customer service.

Ground shipping for eShop orders $300 USD and over is free of charge.
Ground shipping for eShop orders $150 USD and over is 50% off.

Please note that temperature-sensitive products are subject to restrictions concerning the permitted transport time and transport temperature. In order to comply with the requirements, the shipment may be switched to an express delivery for which a fee is charged.

You can find an overview of all your orders under "My orders" in your personal customer account.

Here you can view all your orders, including delivery tracking numbers. Clicking on the corresponding link will reveal the current delivery status of your order as soon as it has been shipped.

Please check your Spam folder.

Did you not receive an e-mail? If so, and if you have a guarantee claim, please phone Guarantee Handling on 800/448 8168. If you want to return a product our Returns Department on phone number 800/448 8168 will be glad to help.

You can give your parcel to any UPS driver or take it to any UPS drop-off point of your choice.

You can find a UPS drop-off point near you here.

This shipping costs for a return are paid by the buyer.

You have the option of using a discounted collection service offered by our parcel service provider UPS. The parcel is collected at a special price of €5.00, which will be deducted from your order value.

You will not be charged for a return shipment that is the subject of a guarantee claim submitted online. You will receive the shipping label free of charge by e-mail after you submit your guarantee claim.

In your personal eShop customer account, we have made the submission of returns and product issues as simple and convenient as possible. You can submit your applications 24/7 quickly online and view the corresponding processing statuses. In the Overview you can view all your entered returns and product issues at any time.

For returns submitted online, we grant you an extended return period of 100 days instead of 6 weeks. Thanks to clear product identification, you will also save valuable time during the submission process. If you wish, we can arrange for your return shipment to be collected by our pick-up service directly and insured from your premises. (The pick-up service costs €5.00, which will be deducted from the order value). For product issues, you will not be charged for this service. Moreover, all product issues submitted online will be prioritized and processed within 48 hours (2 working days) of receipt of the e-mail.

If you would like to return an order, please log in to the eShop with your user details.

Under "My Account Dashboard" select the button "New Return / Complaint / Feedback". Then click on "Return Items” and start with the processing of your return shipment of undamaged products in the original packaging.

In the first step, select the corresponding invoice containing the product/s to be returned. Then, select the product/s concerned and confirm your selection with "Submit". As soon as you have selected the reason for your return in the next step, you can submit the return process/query. You can then simply download the return slip. Please print out the return slip and send it back to us together with the goods.

If you would like to arrange the submitted return to be collected, you will be able to use the discounted collection service offered by our parcel service provider UPS. Select the "Order pick-up" button and state the desired pick-up date. Please check that your e-mail address is correct. You will then receive the shipping label in a confirmation e-mail from UPS (N.B: Please also check your spam folder). The shipment will be collected at a discounted price of €5.00.

If the return period has already elapsed by the time you start the return process, the message "Exchange is possible" will appear and you will have the option of exchanging the product for a different product, which you can select directly.

Please note that only undamaged and unmarked products in their original packaging may be returned.

If you would like to submit a guarantee claim, please log in to the eShop with your user details.

Under "My Account Dashboard" select the button "New Return / Complaint / Feedback". Then click on "Report a Product Issue". Enter the article number (Ref. no.) and the lot number of the corresponding product. Confirm your entry with "Next". Next, complete the guarantee questionnaire. Only relevant information will be requested. Since this questionnaire forms the basis for the complaint, please enter all the required information.

After you have entered all the details, you will be shown a preview of your entered guarantee claim. At this point, please check your entry once more and send it by clicking on "Submit".

The guarantee claim is now registered and given an automated transaction number. Please print out the complaint form and send it back to us together with the product.

Please note that we can only accept sterile products.

You can use our free pick-up service for the collection. Select "Order pick-up" and state the desired pick-up date. Please check your e-mail address at this point. You will receive the shipping label in a confirmation e-mail from UPS (N.B: Please check your spam folder). You can either arrange for your parcel to be picked up conveniently by UPS or take it to a UPS drop-off point of your choice.

In order to view the current processing status of a guarantee claim, in your customer account click on "My Product Issues". Here you will find a list of all your product issues submitted to date.

Please check your entry for spaces, periods and dashes.

If no details of the lot number/batch are shown, please state "unknown".

Additional information can be noted in handwriting on the printout.

Yes. Type the material number in the search bar to find the product.

Yes, scan the bar code of the existing product to search the product.

Yes. Type the material number in the search bar to find the product.

Open the implant product page on eShop, and scroll down to the bottom. You will see all required equipments that are compatible with the specific implant.

Yes, on eShop homepage, click on "Quick Order" in the search bar. Click on "Add by scanning", it will open a camera.

Scan the products and click on ‘Back to quick order list’.

Yes, click on ‘Scan’ in the search bar, and scan the barcode using scanner attached to your computer.