FAQS
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| General Questions | ||
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What kind of professional training can I get from Great Lakes? |
Great Lakes offers an extensive array of training opportunities both hands-on at our facility in Tonawanda, New York and new on-line courses. Our in-depth courses cover everything from removable appliance fabrication and appliance soldering to indirect bonding and custom acrylicing. Click on the link to view the extensive course schedule. |
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| Laboratory Questions | ||
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What is required when ordering an appliance from the Lab? |
Depending on the type of appliance you are are requesting, there are different requirements. All cases should be sent in with a signed prescription form, contact name, and contact information. Click on the link to see fabrication requirements for all appliances. |
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What is the Lab turnaround time for an appliance? When |
When sending in a case, we ask that you indicate a specific due date for your appliance that is at least one day prior to the patient's appointment date. Also, shipping time to and from the Lab needs to be taken into consideration. Lead times vary based on volume fluctuations in the Laboratory but on average, your appliance should take approximately 5-7 days in-house, once we receive it. Some cases will be less. We will contact you if we are ever unable to meet your due date. Contact Laboratory Customer Service if faster service is required. |
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Do I need to set up a new account ahead of time if I download a prescription and prepaid label? |
No, simply write the word NEW at the account number location on the form. Complete the prescription as you would like your billing account set up and we will set up your account when your case arrives. Your new account number will be on your invoice and monthly statement for future reference.
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What does PO # mean on the top of the prescription? |
The "PO#" represents a purchase order number commonly used for hospitals, universities, or corporate billing groups. |
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How do I send you a case? |
Great Lakes offers a variety of shipping options. Click on the link to learn more. |
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How do I arrange for a pick-up? |
Great Lakes does not have a pick-up service but recommends using the United States Postal Service or UPS 2-Day On-Call service. Click on the link to learn more. |
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| Products Division Questions | ||
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Do you have any discounts? |
We offer many different types of discounts. We have monthly specials on our website that feature discounted products including many quantity price breaks. The Advantage Program is a discount program for Biostar & Ministar owners who purchase 40 boxes (or more) of material annually. We offer university and faculty special pricing, new graduate discount pricing, clinician special pricing, training class attendee discounts & government contractual pricing. For more information on these discount programs, contact Customer Service/Sales at 1-800-828-7626. |
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What are your price breaks or discounts on materials? |
General Discount: Buy 5 boxes get 5%, buy 10 boxes get 10% Monthly Special Discount: Buy 5 boxes get 10%, buy 10 boxes get 15%. |
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Can you offer some material suggestions for fabrication of different appliances? |
Listed below are several material recommendations. Please feel free to contact us for specific material needs, we will be happy to make a suggestioni based on our extensive thermal forming experience. Suggested materials for essix retainers: Invisacryl A, Splint Biocryl .030 or .040. Suggested materials for bleaching trays: Copyplast for in office tray, mouthguard for take home tray. Both 1MM. Suggested material for temporaries: Copyplast. Suggested material if splints are too tight: Isofolan so you get the snap not the squeeze. |
Heating Times & Thermal Forming Materials |
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What is the difference between Endure, Invisacryl A,B,C and Splint Biocryl? |
Endure is a hard rigid material that has a light bluish tint to it. Invisacryl A & Splint Biocryl are the same product which is a clear copolyester material sold in different quanitities. Invisacryl B & C are both polypropylene but B is cloudier and slightly more rigid than C. |
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How do I return an item? Do you send a call tag? |
Contact Great Lakes Customer Service/Sales @ 1-800-828-7626 to obtain a CRS # for product return and we will coordinate the return. We will send a call tag per your request for a return. If it is GLO 's error, we will cover the cost of the call tag. If it is a customer error, the customer is responsible for the call tag fee. |
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Do you have sales reps or techs who can come to my office? |
Unfortunately we do not have sales representatives or technicians who cover the field. We do attend a significant number of trade shows and seminars throughout the year so you may be able to visit one of our sales reps at that venue for support. Every year at the AAO we have technical experts available to discuss any issues with you. Click on the link to see a list of upcoming events we will be attending. |
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