Pearl Dental Lab – Terms and Conditions

Effective Date: Jan 1, 2025

1. Acceptance of Terms

By submitting a case to Pearl Dental Lab (“Pearl,” “we,” “our,” or “the Lab”), the dental practice, clinic, or authorized representative (“Client”) confirms acceptance of these Terms and Conditions. These terms represent a binding legal agreement between the Client and the Lab governing all services including, but not limited to, the manufacture, design, customization, and shipment of dental prosthetics, appliances, and restorative products. Clients acknowledge that these Terms shall apply to all subsequent transactions and case submissions unless otherwise agreed to in writing by both parties.

2. Case Acceptance and Submissions

Pearl Dental Lab accepts both physical and digital case submissions. All cases must be accompanied by a complete, legible prescription form with clear design specifications. It is the Client’s responsibility to ensure that all clinical records, including models, impressions, bite registrations, and digital scans, are accurate and in optimal condition. The Lab reserves the right to decline or delay production of a case if required documentation or materials are insufficient or defective. Clients must notify the Lab in writing of any specific patient allergies, material sensitivities, or custom requirements. All digital files submitted via our portal or third-party software must meet standard criteria for compatibility and clarity, and the Client assumes full responsibility for the accuracy of such data.

3. Turnaround Time

Standard turnaround times vary based on product type and production capacity. Turnaround begins only once a complete and accurate case submission has been received. Pearl Dental Lab will provide estimated turnaround times upon request but does not guarantee specific delivery dates unless otherwise stated in a written agreement. Cases requiring special materials, design modifications, or extensive communication may require additional production time. Rush services are available upon request and may be subject to additional fees. All shipping transit times are separate from internal production timelines.

4. Warranty and Remake Policy

Pearl Dental Lab provides a limited warranty for specific products as follows: one (1) year for night guards and occlusal appliances, for flippers, dentures, and removable partials. The warranty covers manufacturing defects and failures in materials under normal conditions of use. Two (2) years for crown and bridge products.  To initiate a remake under warranty, the original device and a copy of the original prescription must be returned to the Lab within the warranty period. Pearl reserves the right to inspect and evaluate the returned product to determine eligibility. Remakes requested due to the following are not covered: changes in the original prescription, changes in original shade, new impressions or scans, clinical adjustments made post-delivery, incorrect material selection by the Client, or poor clinical preparation. Cases outside of warranty terms may incur standard remake fees. Pearl Dental Lab does not guarantee clinical outcomes and is not responsible for patient dissatisfaction unrelated to product fit or craftsmanship.

5. Payment Terms

Invoices are generated upon shipment of the completed case. Payment is due in full within thirty (30) calendar days of the statement date unless otherwise stated in writing. Pearl Dental Lab accepts payment via credit card, check, and ACH transfer. Clients with accounts past due may be subject to credit holds, service suspension, or late fees calculated at 1.5% per month on the outstanding balance. Returned checks will incur a fee of $35. Clients are responsible for all collection costs, attorney fees, and associated legal expenses incurred by the Lab in pursuit of overdue payments. Pearl reserves the right to apply payments to outstanding balances at its sole discretion.

6. Manufacturing, Point of Origin, Shipping and Delivery

Pearl Dental Lab utilizes both UPS and FedEx for shipping services.  All shipments are handled through nationally recognized carriers, and risk of loss transfers to the carrier at the point of dispatch. The Lab is not responsible for delays or damage resulting from third-party shipping carriers, weather disruptions, customs clearance, or incorrect addresses provided by the Client. Clients must inspect received cases immediately and notify the Lab within five (5) business days of any damage or discrepancies.

Fabrications fabricated by Pearl Dental Lab are fabricated at various sites.  The site of manufacturing is determined by the product category and/or whether a customer has opted to pay a rush fee (3 days in lab).   All rush work is fabricated in Columbus, Ohio (USA) regardless of the nature of the fabrication or category.  Implant abutments are occasionally milled in the USA at the manufacturer’s facility for that particular abutment / implant system.  For non-rush work, Pearl Dental Lab manufactures in several sites and countries.  Fixed work (crown, bridge) is manufactured in the United States (Columbus, OH and Kenilworth, NJ) and Mumbai, India.  All hard/soft night guards, hard guards, and essix retainers are manufactured in Columbus, OH (USA).  Soft guards, essix retainers with bite ramps, and all other appliances are manufactured in Mumbai, India.   All removable products including full case metal frames, acrylic dentures, flexible partials, and all removable items are manufactured in Columbus, OH (USA).  All denture relines and repairs are completed in Columbus, OH (USA).  A certificate of materials used, and  a country of origin letter can be furnished for every case upon request by contacting Pearl Dental Lab.

7. Data and Digital Files

The Client remains the owner of all proprietary data, designs, and impressions submitted for case production. Pearl Dental Lab maintains the right to store digital case files—including 3D scans and CAD designs—for purposes of internal quality control, remakes, training, compliance, and future service requests. All patient data submitted must comply with HIPAA regulations and data privacy standards. The Client is solely responsible for ensuring HIPAA-compliant transmission methods when sending case information. Pearl Dental Lab employs reasonable administrative, technical, and physical safeguards to protect patient information against loss, misuse, and unauthorized access. We do not share or sell Client or patient data to third parties without written consent, except as required by law.  All digital files at Pearl Dental Lab are stored for 365 days or less.

8. Privacy Policy

Pearl Dental Lab is committed to protecting the privacy of our Clients and their patients. Information collected during the submission, processing, and fulfillment of dental cases is used strictly for business operations, communication, billing, and legal compliance. Pearl may use aggregated and anonymized data for analytical and process improvement purposes. For more detailed information, please refer to our official Privacy Policy located on our website. By using our services, Clients consent to the collection and use of their data in accordance with our Privacy Policy which can be found at www.pdentallab.com

9. Limitation of Liability

Pearl Dental Lab’s liability is limited to the value of the individual product or service provided. Under no circumstances shall the Lab be liable for indirect, incidental, punitive, special, or consequential damages—including but not limited to lost profits, patient dissatisfaction, or practice disruption—arising from the use or inability to use any Pearl product or service. Pearl makes no warranties beyond those stated in this agreement, whether express or implied, including any implied warranties of merchantability or fitness for a particular purpose. The Client assumes all responsibility for the proper use and application of products upon delivery.

10. Indemnification

The Client agrees to indemnify, defend, and hold harmless Pearl Dental Lab and its affiliates, employees, officers, agents, and subcontractors from any and all claims, damages, liabilities, costs, and expenses (including legal fees) arising from: - Clinical or patient-related complications resulting from the Client’s application or use of the product; - Inaccuracies in submitted prescriptions, designs, or impressions; - Use of materials outside their approved indications; - Failure to inform Pearl of patient-specific medical or material-related risks. This indemnity extends to claims made by third parties, including but not limited to patients and regulatory authorities.

11. Dispute Resolution and Arbitration

Any dispute, claim, or controversy arising out of or relating to these Terms or the provision of services by Pearl Dental Lab shall be resolved exclusively through binding arbitration conducted in accordance with the rules of the American Arbitration Association. The arbitration will be held in [Insert County, State], and the Client expressly waives the right to trial by jury and the right to participate in any class action. The prevailing party shall be entitled to recover reasonable attorneys’ fees and costs. This section survives termination of any relationship between the Client and Pearl.

12. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of [Insert State], without regard to conflict of law provisions. Any legal actions not resolved through arbitration shall be subject to the jurisdiction of courts located in [Insert County, State].

13. Modifications

Pearl Dental Lab reserves the right to revise or modify these Terms at any time. Any changes will become effective upon posting to our official website. Continued use of our services following the publication of revised Terms constitutes binding acceptance. It is the responsibility of the Client to review the Terms periodically.

Contact Information

For inquiries related to these Terms or any services, please contact us at: Pearl Dental Lab
243 N 5th St – Suite 400
Columbus, OH 43215
Phone: 614-230-0408