Frequently Asked Questions
Everything you need to know about our services, turnaround times, and how to send cases.
FAQ
Frequently asked questions.
Everything you need to know about working with our laboratory. Can’t find what you’re looking for? Call or email us directly and we’ll be happy to help.
Getting Started
How do I send my first case to your laboratory?
 Simply contact us to request our prescription forms and collection details. You can send cases via our courier collection service, drop them in directly, or if your practice uses digital scanning — upload your files through our secure digital portal. Our team will guide you through the process from your very first case.
Do I need to set up an account before sending a case?
No formal account setup is required to get started. Contact us with your practice details and we will get you registered on our system quickly, usually within the same working day.
TURNAROUND & DELIVERY
What are your standard turnaround times?
Turnaround times vary depending on the type of restoration. As a general guide, most crowns, bridges, and appliances are completed within 5–7 working days. Chrome cobalt frameworks typically require 7–10 working days. Implant cases and full-arch restorations may require additional time depending on complexity. We always confirm a delivery date when we receive your case.
Can you accommodate urgent or rush cases?
Yes, in many instances we can. Please contact us as early as possible to discuss your requirements and we will do everything we can to meet your deadline. We understand that clinical situations do not always follow a predictable schedule.
How are completed cases delivered to my practice?
For practices within our collection areas across London, we offer a direct collection and delivery service. For practices outside our collection zones, we dispatch all completed cases via Royal Mail 24-hour tracked delivery, ensuring your restorations arrive promptly and securely.
DIGITAL WORKFLOWS
Which intraoral scanners are you compatible with?
We accept files from all major intraoral scanning systems, including 3Shape TRIOS, iTero Element, Medit i500 and i700, Carestream CS 3600, and Planmeca Emerald. We accept .STL, .PLY, .DCM, and all native scanner formats. If you are unsure whether your scanner is compatible, please contact us and we will confirm.
How do I send a digital case?
Once you have exported your scan file, you can upload it via our secure digital submission portal or send it directly by email alongside your completed prescription form. Our technicians will review the files, confirm receipt, and get in touch if any further information is needed before fabrication begins.
Can I approve a digital design before you mill the restoration?
Yes. For digital cases we are happy to share the CAD design for your review and approval before committing to fabrication. This is particularly useful for aesthetic anterior cases or complex implant restorations where your input at the design stage can make a significant difference to the final outcome.
MATERIALS & QUALITY
What materials do you use?
We use only premium, certified materials from trusted suppliers. Depending on the restoration type, these include high-strength monolithic and layered zirconia, lithium disilicate (e-max), porcelain fused to metal, cobalt-chrome alloy, thermoplastic resins for flexi dentures and vacuum appliances, and high-grade acrylic for conventional dentures. We are happy to discuss material options for any specific case.
Do you carry out quality checks before dispatching cases?
Yes, every restoration goes through a thorough in-house quality check before it leaves our laboratory. We assess fit, occlusion, aesthetics, and finish against your prescription before dispatch. Our goal is that every case arrives at your practice ready to fit, first time.
IMPLANT CASES
Which implant systems do you work with?
We work with all major implant systems used in UK practices, including Straumann, Nobel Biocare, Osstem, Zimmer Biomet, and Dentsply Sirona. If you are using a system not listed here, please contact us — in most cases we can accommodate it.
Do you accept both digital and analogue implant records?
Yes. We accept scan bodies for fully digital implant workflows as well as traditional analogue impressions at implant level or abutment level. Please include full details on your prescription form, including the implant system, platform size, and your preferred restoration type.
WORKING RELATIONSHIP
Can I speak directly with the technician working on my case?
Absolutely — and we actively encourage it. Direct communication between clinician and technician leads to better outcomes, particularly on complex or aesthetic cases. You are welcome to call or email the laboratory at any time to discuss shade, design, or any aspect of your prescription.
What if I am not satisfied with a restoration?
We take quality seriously and your satisfaction matters to us. If a restoration does not meet your expectations, please contact us straight away. We will assess the case promptly and work with you to resolve it as quickly as possible — whether that means an adjustment, a remake, or a conversation to understand what went wrong.
Our Process
From Case to Chair, Start to Finish
1. Send Your case
Send us your case by post, digital upload, or arranged collection.
2. Leave It With Us
A dedicated technician fabricates your restoration with precision and care.
3. Ready to Fit
Your restoration arrives on time, ready to fit at your next appointment.
Client Testimonial
Practices That Trust Us, Stay With Us
Dr. Sarah Mitchell
Dental surgeon
“Switching to this laboratory was one of the best decisions we made for our practice. The fit and finish of every restoration is outstanding, and having direct access to the technicians makes a real difference clinically.”
Get in touch
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