Frequently asked questions
We have gathered the answers to the most common questions from clinics.
How do I send a case?
Enter the portal, create the case and choose the type of piece. Add the prescription, files and urgency, if applicable. Then submit: the laboratory receives the request in its queue.
Which files do you accept?
Scan files (STL), photographs (JPG, PNG) and documents (PDF). Sending other formats (for example PLY, OBJ, DICOM and compressed files) is being prepared.
How do I know when the piece arrives?
The case shows the status: Shipped when the laboratory confirms dispatch, Delivered when the clinic confirms receipt. You can also choose your notification preferences in the portal.
Can I approve the design remotely?
Yes, when the case requires a design. The laboratory sends design images to the case and the clinic approves or requests changes in the portal.
How do I pay?
By bank transfer, using the payment reference shown on each invoice. Card payment is not available.
Who sees patient data?
The files and messages of a case appear only to the clinic and the laboratory of that case, according to each person's profile. For questions about patient data, see the laboratory's privacy policy.
What happens if the piece is defective?
The clinic opens a warranty claim in the delivered case, within the period agreed with the laboratory.
How do I request access?
Use “Request portal access” on the site. The laboratory creates the access and contacts the clinic.