FAQs

Frequently Asked Questions

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.

FedEx 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 FedEx at 800-463-3339 and give them your tracking number or track your package at FedEx.com.

What file of types do you accept?

  • Surgical guides fully designed are compatible with .cmg.dxd, .lab, and .stl files.
  • Full contours are compatible with- .stl, .lab, .dxd, or .art and .ini files.
  • Substructures are compatible- .stl, .lab, .dxd, or .art and .ini files.
  • inCoris ZI meso and/or customized implant abutments are compatible with fully designed .dxd or .lab files.
  • Celtra and e.max are compatible with .stl, .dxd, or .lab files.
  • e.max abutment/crowns are care compatible with fully designed .dxd or .lab files.
  • Wax/temps are compatible with .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 completed model may be sent as .stl for CML to print.
    • The raw, uncompleted .stl files for one patient may be compressed in a ZIP file and uploaded to the website.
    • Only one set of zipped scans may be submitted per case.
  • Implant models are compatible with .dxd .lab or .mdl files.
  • 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.
  • Alloys are compatible with .stl, .lab, .dxd, or .art and .ini 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 for 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:

  1. 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:
  2. 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 / My account’s 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 Information

Cancellation/Warranty 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.

Warranty Information

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

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