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Store Policies


TERMS AND CONDITIONS ORDERING INFORMATION
  • Express shipments (example: Next Day) must be received by 2:30PM (EST)
  • Prices are quoted in US Dollars and are subject to change without notice.
  • Export shipments may include additional packaging and document preparation charges.
  • Shipping charges will be added to invoice unless specified as collect or third party billing.
  • Charges for special services, such as inside delivery or lift gate, will be added to invoice.
  • Shipments are insured for safe delivery. Insurance charges are added to the invoice.
  • Terms: Net 30 Days subject to prior credit approval. A 1.5% service charge (18% APR), or the maximum amount allowed by law, will be added to outstanding balances not paid within terms. A $25 handling fee will be charged to all returned checks. Additional terms stated on invoice.
  • If payment is not received within terms, future shipments may be held until payment is received.
  • FOB: Point of origin
  • PRICING, TERMS, CONDITIONS ARE SUBJECT TO CHANGE WITHOUT NOTICE.
Click HERE to see our credit and leasing page.

SHIPMENT LOSS OR DAMAGE
  • Please check the contents of each shipment for correct quantity and good condition.
  • In case of damage or shortage, immediately follow these steps:
Follow these procedures for FedEx or UPS Shipments
  1. Document the problem in detail then contact us on the damage or shortage.
  2. Retain ALL packaging materials for possible inspection by FedEx or UPS.
  3. Place product in a secure area until the claim is resolved.
We will take the following action
  1. In most cases, we will send a no-charge replacement for the product - freight pre-paid
  2. We will contact FedEx or UPS to begin the claims process
  3. FedEx or UPS may send a representative to inspect packaging.
  4. Upon resolution of claim, we will arrange for the return of the damaged product.
Follow these procedures for common carrier shipments
  1. If discovered while driver is present, document damage or shortage on the Bill of Landing (BOL). If you cannot see damage, write “Possible concealed damage” on the BOL. Ask driver to initial BOL
  2. Complete the BOL in detail and keep as your record.
  3. If discovered after driver has departed, retain packaging materials and protect goods from further damage.
  4. Contact the carrier’s claims department and request a damage inspection, then follow-up in writing (email or mailed letter). This must be done within 15 days.
  5. After the inspection, ask the carrier for replacement options.
We will take the following action
  1. We can help you contact the carrier, but most carriers will require you to contact them directly.

PRODUCT RETURN POLICY
Do not return products without a Return Material Authorization (RMA) number provided by Nobilium. A copy of the invoice or packing slip along with the RMA number must accompany your shipment. Merchandise returned to us without proper paperwork may be returned to customer at customer’s expense. Returned products, if undamaged, unopened and re-salable, will be subject to an inspection and restocking fee of 15% of the purchase price if returned within 30 days of invoice. After 30 days, the restocking fee will be 25% of the purchase price. Expired products or products that have been discontinued are not returnable. To return products, first contact Nobilium and obtain an RMA, then ship pre-paid and mark package “Attention: Customer Service – RMA# ________.” Individual teeth and teeth sets are not returnable.  Unopened complete boxes of teeth (16 anterior sets or 12 posterior sets) are returnable given the conditions above.
 

EQUIPMENT WARRANTY POLICY (EXCEPT 3-D PRINTERS)
To activate a warranty for Equipment, you must return the registration form to Nobilium within 10 days of receipt of equipment. Our Equipment is warranted to be free of defects in material and workmanship for a period of one year from the invoice date with the following exception: High-speed, fully automatic spindle assembly is warranted for 90 days from date of invoice. This warranty is limited to the following: 1) Nobilium will repair or replace the defective part, provided the equipment or part is returned to us during the warranty period and all shipping charges “prepaid” by the customer. 2) Nobilium is not responsible for damage, service problems or malfunctions resulting from misuse, negligence, alteration, accident, fire, improper repair of the unit or failure to follow any recommended maintenance requirements.


MAINTENANCE SERVICE TERMS AND CONDITIONS FOR STRATASYS 3-D PRINTERS

PLEASE READ THE FOLLOWING TERMS CAREFULLY, AS PURCHASING OR USING ANY POST­ WARRANTY MAINTENANCE OR OTHER REQUESTED SERVICES (“MAINTENANCE SERVICES” or “SERVICES”) FROM CMP INDUSTRIES LLC (DBA NOBILIUM). AND/OR ITS AFFILIATES (COLLECTIVELY, “CMP”) INDICATES AGREEMENT WITH, AND ACCEPTANCE, OF THESE TERMS.

THESE ARE THE CURRENT TERMS AND CONDITIONS OF SALE (“TERMS”) WHICH APPLY TO THE PROVISION OF ALL SERVICES BY CMP. ANY CONFLICTING OR INCONSISTENT TERMS CONTAINED IN ANY PURCHASE ORDER OR OTHER COMMUNICATION ARE EXPRESSLY REJECTED AND HAVE NO FORCE OR EFFECT ON THESE TERMS AND CONDITIONS. YOU, ON BEHALF OF YOURSELF AS AN INDIVIDUAL, YOUR EMPLOYER, OR ANOTHER ENTITY WHICH HAS NOT PREVIOUSLY ACCEPTED THESE TERMS (YOU AND SUCH ENTITIES, COLLECTIVELY, “CUSTOMER”), REPRESENT AND WARRANT THAT CUSTOMER HAS AUTHORITY TO ACCEPT, AND HAS READ, UNDERSTOOD AND AGREED TO, THESE TERMS. NOTWITHSTANDING ANYTHING HEREIN TO THE CONTRARY, ANY ACCEPTANCE OR USE BY CUSTOMER OF ANY CMP SERVICES SHALL CONSTITUTE CUSTOMER’S IRREVOCABLE ACCEPTANCE OF THESE TERMS. IF CUSTOMER DOES NOT AGREE TO BE BOUND BY THESE TERMS, THEN CUSTOMER SHALL PROMPTLY AND FULLY DECLINE AND REFUSE THE PROVISION OF ANY SERVICES.

1. Service Level Features
CMP shall exercise commercially reasonable efforts to provide the Maintenance Services, which shall include the corresponding service elements for the applicable Maintenance Service Level Package, selected and purchased by Customer, and as summarized in the Direct Service Plan Chart incorporated below (the “Service Level Package”):
A. Correcting, repairing and/or replacing, as applicable, a non­conforming or defective 3D printer or related product (“Product”), as determined by CMP in its sole discretion, which Product may include proprietary Stratasys software (“Software”) embedded therein or otherwise licensed to Customer in connection with the sale or use of the Product, and any part thereof (excluding Consumables, as specified in Section 2 below).
B. Preventative maintenance performed by authorized CMP technical representatives at factory recommended maintenance intervals. Preventative maintenance procedures may be completed in conjunction with unscheduled or emergency service visits.
C. Technical phone and email help desk support, to be made available on non-­holiday weekdays between the hours of 8:00A.M. and 5:00P.M. Business Hours.
D. On­site service visits where CMP determines, in its sole discretion that phone and email support cannot be rendered to resolve the problem, subject to the terms and conditions of the Service Level Package.
E. Priority service scheduling whereby Customer will receive priority scheduling of a CMP authorized technical representative after a problem is reported to the CMP call center and the need for an on­site service visit is determined.
F. Providing Stratasys ­developed Software maintenance/update releases provided from time to time for Customer’s installation, in CMP’s sole discretion, throughout the Product life cycle (“Software Releases”).
G. Other Product updates and/or modifications, as deemed necessary by CMP, will be installed when available as part of these Maintenance Services.
H. User training courses (where Customer is the original Product purchaser), to be made available at CMP’s corporate headquarters or regional offices, subject to the terms and conditions of the Customer’s applicable Service Level Package.

2. Consumables and Spare Parts
A. Customer acknowledges that, unless otherwise provided in the Service Level Package, Maintenance Services (and the prepaid fees) do not include the replacement of any Product consumables and disposable materials, such as thermoplastics, resins, printing heads, build trays, cleaning fluid, wiping cloths, gloves and other similar items (collectively, "Consumables"), made available for purchase separately at CMP’s then current rates.
B. CMP warrants that all maintenance spare parts manufactured and supplied by CMP hereunder shall be free from material defects in material and workmanship for a period of ninety (90) days following installation thereof, and Customer acknowledges that spare parts may be reconditioned parts.
C. ANY SPARE PARTS SUPPLIED BUT NOT MANUFACTURED BY COMPANY ARE PROVIDED BY COMPANY “AS IS”. COMPANY’S LIABILITY PERTAINING TO SUCH PARTS SHALL BE LIMITED TO AMOUNTS RECOVERED BY COMPANY UNDER WARRANTIES GIVEN BY ITS SUPPLIER(S), IF ANY.
D. Customer acknowledges that use of parts and/or consumables not manufactured or certified by CMP may result in damage to Products. In the event CMP reasonably determines that damage to a Product has been caused by the use of non­-Stratasys ­manufactured or non-­CMP supplied parts and/or consumables, CMP reserves the right to: (1) void and terminate Customer’s rights to any further Maintenance Services, and/or (2) offer to diagnose and repair the Product or its components at CMP’s then ­current maintenance restoration rates. Use of non­-Stratasys ­manufactured or non­-CMP supplied parts and/or consumables may also disqualify Customer from receiving any discounts on other CMP services, Parts and Consumables

3. Customer Responsibilities
A. Customer shall, at its expense (except as otherwise provided below): (i) perform all routine maintenance procedures and maintain the Product and the prescribed conditions at its site in accordance with the User Instructions and applicable law; (ii) promptly install and maintain all Software Releases and procure any additional equipment or software that may be required for, or as a result of, such installation or maintenance, all in accordance with the User Instructions; (iii) provide CMP’s personnel with access to the Product during normal business hours; (iv) provide assistance, information, services, Consumables, and facilities as may be requested by CMP to perform the Maintenance Services.
B. Unless otherwise permitted in accordance with the User Instructions, Customer shall not (i) permit any person, other than CMP’s authorized technical representative, to perform the Maintenance Services or other support or maintenance of the Product; or (ii) attempt any repair to, or replacement of, the Product.
C. Customer shall be solely responsible for Product failures (as well as for the necessary remedies therefore) caused directly or indirectly by: (i) acts or omissions of the Customer, its employees or third parties that are inconsistent with Customer's obligations contemplated hereunder, or with any User Instruction; or (ii) unauthorized modification or replacement of, or repair to, the Product or any part thereof.
D. CMP’s warranty obligations hereunder shall not apply to any Project repairs and/or replacement necessitated in whole or in part by fault or negligence of the Customer, improper or unauthorized use including without limitation, use of any non­-Stratasys thermoplastics, resins or spare parts, installation, modification or repair other than by CMP or its authorized technical representatives, removal of the Product from the original installation site, unusual stress, power failure, deviation from recommended maintenance procedures, or failure to maintain the prescribed conditions at the Product installation site or other failure to comply with the User Instructions.
E. Moreover, nothing in this Agreement will require CMP to provide any external electrical work; equipment reconditioning or refurbishing; repairs or adjustments due to abuse, modification, or alteration, or equipment operation or maintenance contrary to CMP’s or Stratasys published instructions; or due to any external causes such as fire, flood or other intervening catastrophic causes (collectively "Extraordinary Repairs"). If requested and made available, all Extraordinary Repairs will be billed to and paid by Customer at Stratasys’ then ­current repair rates.
F. Customer will make at least one trained staff person fully available to CMP personnel for purposes of assisting CMP with any telephone or on­site Maintenance Services to be provided hereunder.
G. Customer will remain solely liable for ensuring that its data and files are adequately documented for backup purposes and Customer agrees that CMP will not be liable for any lost data and/or part production, or any data or part production reconstruction costs.
H. Any services provided by CMP (a) not otherwise expressly identified hereunder as included Maintenance Services; (b) which are any Extraordinary Repairs, and/or (c) provided outside of Working Hours, will be charged on a time and materials basis according to CMP’s then­ current repair rates (such information available through CMP’s call center), and will be invoiced to and payable by Customer.

4. Limitation of Liability
EXCEPT FOR THE LIMITED WARRANTY PROVIDED BY CMP WITH ANY PRODUCTS AT TIME OF PURCHASE, AND THE LIMITED WARRANTY SET OUT IN SECTIONS 2B AND 2C WITH RESPECT TO SPARE PARTS, CMP MAKES NO OTHER WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED REGARDING ITS PRODUCTS, SOFTWARE, REPLACEMENT PARTS AND/OR ANY SERVICES SUPPLIED HEREUNDER, AND CMP EXPRESSLY DISCLAIMS ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE FOR ALL PARTS AND SERVICES PROVIDED HEREUNDER.
CUSTOMER AGREES THAT, AS A MATERIAL AND ESSENTIAL CONDITION OF CMP’ WILLINGNESS TO OFFER AND PROVIDE MAINTENANCE SERVICE, IN NO EVENT WILL CMP OR ANY AUTHORIZED RESELLER OR OTHER THIRD PARTIES ENGAGED TO PROVIDE SERVICES HEREUNDER BE LIABLE FOR ANY INDIRECT DAMAGES OF ANY KIND, INCLUDING, BUT NOT LIMITED TO, ANY LOST PROFITS, DOWNTIME, LOST SAVINGS OR ANY OTHER SPECIAL, INCIDENTAL, CONSEQUENTIAL, LIQUIDATED, EXEMPLARY OR OTHER INDIRECT DAMAGES OF ANY KIND AND HOWEVER CAUSED, EVEN IF CMP OR ANY OF ITS RESELLERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
CUSTOMER FURTHER AGREES TO ACCEPT A REFUND OF ANNUAL MAINTENANCE FEES HEREUNDER IN THE EVENT AND TO THE EXTENT THAT A COURT OF COMPETENT JURISDICTION IMPOSES ANY DIRECT OR OTHER DAMAGE LIABILITY IN EXCESS OF SUCH AMOUNT, AND CUSTOMER ACKNOWLEDGES THAT THIS PROVISION IS BOTH REASONABLE AND A MATERIAL FACTOR IN THE ESTABLISHMENT OF MAINTENANCE RATES HEREUNDER, AND THAT SUCH RATES WOULD BE SIGNIFICANTLY HIGHER IN ABSENCE OF CUSTOMER'S VOLUNTARY AGREEMENT TO LIMIT THE POTENTIAL MAXIMUM DAMAGE LIABILITY HEREUNDER.
CUSTOMER’S REMEDIES HEREUNDER AND THE MAXIMUM AGGREGATE LIABILITY OF CMP OR ANY THIRD PARTIES PROVIDING SERVICE ARE STRICTLY LIMITED AS EXPRESSLY STATED HEREIN.

5. Maintenance Fees; Renewal Term
In exchange for Customer’s payment of a one­-time, nonrefundable prepaid maintenance fee payment (plus all applicable taxes) prior to the Effective Date, CMP will provide Maintenance Services for a one year period from and after the Effective Date. CMP shall not be obligated to provide any Maintenance Services of any kind until and unless such payment is received.
Additional Maintenance Services can be acquired by Customer upon payment of CMP then ­current renewal fee prior to expiration of the current Maintenance Services term. In the absence of any renewal, Customer agrees to pay CMP' then­ current rates for any repair or maintenance services provided following expiration or other termination of the term of prepaid Maintenance Services.
CMP may terminate, or suspend the provision of Maintenance Services under these Terms with immediate effect if Customer is in breach of any material provision of these Terms, is in default on any payment to CMP; or insolvency or bankruptcy proceedings are initiated by or against Customer, including appointment of a receiver or liquidator.

6. Confidentiality
Customer agrees to hold all Software and other confidential or proprietary information (including, without limitation, technology, ideas, know­how, processes, specifications, technical data, configurations, algorithms and trade secrets) which is disclosed by CMP in providing Services (collectively, “Confidential Information”) in strictest confidence, and agrees not to use any Confidential Information for any purpose outside the purchase, sale and use of Products or licensed Software, or the receipt of Services hereunder. Customer shall not disclose the Confidential Information to any third party, except to those employees of Customer who are bound by written restrictions at least as protective of CMP’ Confidential Information as those provided herein, and who must be given access to the Confidential Information solely to facilitate use of the Products or Software, or the provision of Services in accordance with these Terms. Upon execution of a non­disclosure agreement satisfactory to CMP, its Confidential Information may also be disclosed to Customer’s qualified consultants who have been retained to perform non­ maintenance services in connection with the Products, provided that Customer shall remain liable for any breach of such non­ disclosure agreement, or damage or loss incurred as a result of such breach, by any such consultants.

7. General
These Terms and CMP’ provision of Services will be governed in all respects by the internal laws of the State of New York, without regard to applicable conflicts of law principles. With respect to any dispute, controversy or claim arising out of or relating to any Maintenance Services or these Terms, CMP and Customer agree and consent to the jurisdiction of and exclusive venue in the federal or state courts located in Albany County, New York. Customer hereby agrees to the exclusivity of such applicable jurisdiction and irrevocably waives any personal, subject matter, inconvenient forum or other objections thereto. Notwithstanding the foregoing, Customer also hereby consents to the jurisdiction of any court(s) of competent jurisdiction in which CMP seeks equitable or injunctive relief for the breach of any of these Terms, and in all cases waives any applicable right to a jury trial. Customer shall be liable for all costs incurred by CMP (including attorneys’ fees or other costs) in connection with the collection of any past due amounts owed by Customer, or any action to enforce or administer these Terms.
These Terms (including any addenda or other exhibits) express and memorialize the parties' complete and exclusive understanding, and supersede all prior oral or written agreements regarding post­warranty maintenance or other professional services provided or to be provided by CMP. These Terms can only be waived, modified or amended via a written addendum signed by authorized representatives of each party.
All Maintenance Services are offered and provided solely upon these Terms, notwithstanding any additional or conflicting Terms and Conditions that may be contained in any purchase order or other form or communication tendered by Customer, all of which additional or conflicting Terms and Conditions are hereby rejected by CMP. Further, Customer acknowledges and agrees that any purchase order issued for maintenance or other professional services will only establish payment authority for internal accounting purposes, and is rejected as a counteroffer and in all other respects in the event and to the extent it proposes any Terms or conditions outside of those set forth herein.
Any waiver of one or more of the Terms or any default hereunder shall not be deemed a waiver of the remaining Terms, or of any prior or subsequent default hereunder. No failure or delay by either party in exercising or enforcing any right hereunder or under any applicable law shall operate as a waiver thereof, or preclude any other exercise or enforcement of rights hereunder or under any applicable law.
Any provision of these Terms which is, or is deemed to be, unenforceable in any jurisdiction shall be severable form this Agreement in such jurisdiction without in any way invalidating the remaining Terms, and such unenforceability shall not make that provision unenforceable in any other jurisdiction. Provisions which by their nature should survive termination of the parties’ business relationship and any agreements between or among them, shall so survive these Terms indefinitely.
CMP reserves the right to engage others in a subcontractor status to perform the work hereunder.
Neither party shall be liable for any delays in performance hereunder due to circumstances beyond its control, including, but not limited to, acts of nature, acts of governments, delays in transportation, and delays in delivery or inability of suppliers to deliver. In the event of delayed performance due to any such cause, the date of delivery or time of completion will be extended by a period of time reasonably necessary to overcome such delay.
Customer cannot transfer this agreement without CMP' prior written consent, which consent will not be unreasonably withheld. CMP may assign or transfer this agreement to an affiliate or qualified third party without the consent of the Customer.

8. Revocation and Replacement
CMP reserves the rights to amend, revoke and/or replace these Terms at any time and without prior notice to Customer, and by posting such then ­current Terms to https://www.nobilium.com/store-policies. Where practicable, CMP will use its commercially reasonable efforts to honor, or to provide a reasonable substitute, for the balance of the Customer’s prepaid Maintenance Services term, in the event it terminates or adversely alters any specific Term offered to Customer.

 CMP DIRECT SERVICE PLANS CHART FOR DENTAL PRIME

SERVICE

DESCRIPTION

EMERALD CARE

DIAMOND CARE

 

PART NUMBER

PJ00048

PJ00206

 Phone

Support

Call Center Services

8:00 AM – 5:00 PM During Business Days

 

On­site Support

On­site service visits

8:00 AM – 5:00 PM During Business Days

Within 7 business days

Within 4 business days

 

 Preventative Maintenance Visit

 Preventative maintenance performed by certified CMP service representative at factory recommended maintenance intervals.

Preventative maintenance procedures may be completed in conjunction with unscheduled or emergency service visits.

 

Preventative maintenance kit included

 

Preventative maintenance kit included

 Priority Service Scheduling

Customer will receive priority scheduling of a certified field service representative after a problem is reported to the CMP Call Center and the need for an on­site service visit is determined.

 

 

 

 

 

 Training

  

User training courses available at CMP premises while under maintenance agreement.

  No-Charge

Limited to 1 time

No-Charge

Unlimited

 

 

 

Parts

 

  

 

Replacement of all defective or worn machine parts.

  1. Spare parts ­ included
  2. Service consumables

- excluded

3. Uptime kit

  1. Spare parts ­ included
  2. Service consumables

- included

3. Uptime kit

Hardware Updates

Updates / modifications as deemed necessary by CMP will be installed when available throughout the maintenance period.

 

 

Software Updates

CMP­developed software maintenance releases provided throughout the maintenance period.

 

 

 

Print Heads

 

PolyJet Print Heads

16% discount

2 free (1 set)

10% Discount on additional 

 

Backup Printing

Service is available from the time Noblium has determined an on-site visit is required. Basic support removal is optional and included. Shipment of the part(s) via next day air is included.

 

50% Discount

 

No-Charge

 


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