Frequently Asked Questions

General

How do I submit a case?

Log in to your customer portal, select “New Case” at the top of the page, and then enter a reference number. This is typically a patient name or number. Then, under Restorations, select “Add.” Choose the group for the product you would like. Fill out the corresponding drop-down boxes for the chosen product. If there’s any extra information the lab should know about the case, you can write it the “Notes” section. When you’re done, click “OK.” To attach the document for the case, click “Add” under the Document section and choose the appropriate document for the requested product. Once the document has uploaded, click “Submit Case.” Once the case is submitted to the lab, you will see a confirmation window.



How do I check the status of my case?

Log in to the customer portal and select “My cases.” Scroll to the bottom of the page where it reads “Recent Activity.” The “Description” column lists all the current status of all cases, which become available once a case is successfully submitted. UPS tracking numbers can be found in the column labeled “Notes” once your case has shipped.



What do I do if I can't find my package?

Call UPS at (800) 742-5877 and give them your tracking number or track your package at UPS.com. Shipping commitments are dictated by the UPS Service Guarantee Suspension. CML is not able to guarantee delivery times.



What file types do you accept?

Full contours are compatible with- .stl, .lab, .dxd, or .art and .ini files. Substructures are compatible- .stl, .lab, .dxd, or .art and .ini files. Models are compatible with .dxd .lab or .mdl files with margins drawn for all working teeth. The raw, uncompleted .stl files for one patient may be compressed in a ZIP file and uploaded to the website. Only one zipped folder may be submitted per case. All implants must use a Sirona scan body for scan data and all implant information must be entered on the administration page of the file. Surgical guides fully designed are compatible with .cmg.dxd, .lab, and .stl files.



Do you offer custom restoration design?

Yes we do. Custom designs can be digitally created and sent to your office or lab. Custom restoration designs can be fabricated, milled and sent to your office or lab. Please note that producing a custom restoration design will take 24 hours. If you need it sooner, please contact us for pricing and availability.



How and when will I receive invoices from alloy orders?

Invoices for alloy products are emailed to the customer email address on file upon completion of the order.





Troubleshooting

I can't submit my case through the customer portal.

Trouble submitting your case is most likely due to either: Trying to submit too many files at the same time. Please make sure you have only ONE of the following file types per case: .stl, .lab, .dxd, .mdl, .art AND .ini, or a ZIP file containing .stl files for the same patient.OR: Flash isn’t enabled. If this is the first time you are attempting to upload files, click on the gear icon to the right and make sure “Flash Enabled” is selected. Please contact our customer service representatives with any questions.



I forgot my username and password or my account is locked.

To reset your password or unlock your account, simply click “Forgot your Password?” on the login page. Enter your username and click “Reset.” A password reset email will be sent to the address on file. You will have one hour from receipt of the email to change your password. If you do not receive the email, please contact us at 866-265-8440.



Helpful Info & Files

What is your Cancellation Policy?

Cancellations: Models If an order is canceled within four hours of being placed, a 100 percent credit will be issued. If an order is canceled after four hours and before the completion of printing, a 50 percent credit will be issued. If an order is canceled after the product is completed, no credit or refund will be issued. Milling If an order is canceled within one hour of being placed, a 100 percent credit will be issued. If an order is canceled after the first hour and before the completion of milling, a 50 percent credit will be issued. If a cancelation is made once the product is complete, no credit or refund will be issued. Custom Restoration Design If an order is canceled within one hour of being placed, a 100 percent credit will be issued. If a cancelation is made after the first hour of the order being placed, no credit or refund will be issued.



What are the details of your warranty?

CML offers a one year warranty on all restorations. Should a restoration fail within the first year, CML will remake the restoration using the original file at no charge. *CML requires original products or approved digital images of all failed restorations to be sent to our lab before a remake is created. Restorations are guaranteed for one year against material and craftsmanship defects.



If I am experiencing problems with Sirona software what should I do?

If you are experiencing problems with Sirona software, contact Sirona customer service at 800-659-5977.



What kind of implant scan bodies do you accept?

You can find this file here.



Where can I find resources on the Cercon Art software?

You can find the file here.