Frequently Asked Questions

How do I create an online account?
To proceed, you first must have a Sinclair Dental account number. To create an online account, go to the Sign In / Register link at the top of the page. Look for the "Don't have an account yet?" and click on Create one.

How long does it take to get my online account set up?
Upon submission of your application, you will receive an email to complete your registration within 1 business day.

How do I change the name that appears when I log in?
Log into your account and click on My Account in the header. Click on Account Details to update your name.

How do I change my login e-mail address?
Log into your account and click on My Account in the header. Click on Account Details to update your e-mail address.

How do I change my password?
Log into your account and click on My Account in the header. Click on Account Details to update your password.

Will orders that I place via phone, fax or with my sales rep appear on the web?
Yes, all orders placed to Sinclair Dental will appear online.

When is my payment due?
Our payment terms are Net 10 days from your statement date. For example, purchases made in January will be due by February 10th.

What payment methods are accepted?
Payment methods accepted are: Visa, MasterCard and American Express. We also offer telephone or internet banking with all major financial institutions.

How do I have my account set up for automatic payment?
Please give us a call at 1-800-663-7393 with your credit card information and the day of the month you prefer to be charged. 

How do I change or cancel an order?
Once your order has been submitted, any changes or cancellations will need to be handled by contacting our Customer Service Representatives at 1-800-663-7393.

How can I see items that I have on backorder?
Log into your account, and click on My Account on the header. Select Reports and click on the Open Order Inquiry. This inquiry provides a list of all items ordered that have yet to ship. Non-stock or special order items are not included in the inquiry.

How do I track an order?
To track an order, please call one of our Customer Service Representatives at 1-800-663-7393.

How do I get a copy of my invoice?
Call our Accounts Receivable Department at 1-800-663-7393 or you can access them online. To access online, log in to your account, click on My Account in the header, and select Reports – Invoice History Report.

How do I get a copy of my monthly statement?
Call our Accounts Receivable Department at 1-800-663-7393.

How do I find the balance on my account?
Call our Accounts Receivable Department at 1-800-663-7393 or you can access it online. To access online, log in to your account, click on My Account in the header, and select Reports – Customer Credit Inquiry.

How do I pay an invoice?
Call our Accounts Receivable department at 1-800-663-7393 and they will be happy to assist.

How do I access reports available online?
To access these reports, log into your account, click on My Account in the header, and select Reports from the drop down menu.

How do I add an item to my Favourites list?
Locate the desired item and click on the heart icon next to it. The empty Heart icon  will become red once it is selected as a Favourite.

How do I view items in my Favourites list?
Log in to your account and click on the heart icon on the header. This will display all items you’ve selected to your Favourites. .

How do I use the “Search within” search box on the left side of the page?
After the initial search or browse, enter the keyword in the “Search within” search box to continue narrowing your selection within the results page. To start a brand new search, use the global search bar at the top of the page.

How do I add item to an existing template?
Locate the desired product and click on the templates icon . Click on the “Select a Template” dropdown and choose from the list available. Then enter the quantity of the item being added and click on the “Add to Template” button.

Whom should I be calling for a short shipment?
Please contact a Customer Service Representative with the appropriate details. Shortages should be reported within two (2) business days of delivery date. .

How do I exchange or return an item?
Please review our Return Policy for details on how to return or exchange an item.

How do I view the current flyers and catalogues?
Click on the Flyers & Catalogues link in the footer to view available media.

How do I view an item’s MSDS/SDS?
Items with MSDS/SDS sheets have the SDS icon displayed next to the item. Click on the icon to view a PDF of the document. You can also click on the MSDS/SDS Look-up in the footer for a listing of all items with MSDS/SDS.

Is installation included on my equipment?
Standard installation is included for items valued over $3,000. Some exceptions apply.

How long will it take for a service technician to arrive?
We are able to handle most standard service requests within 24 hours. Emergency service can usually be provided within the hour depending on your location.

When will my order arrive?
Orders placed by 11:00a.m. Pacific Time (2:00p.m. Eastern Time) will be shipped the same day. Our shipments are fully insured. Delivery time will vary due to proximity to your shipping location.

Are there shipping charges?
Orders may be subject to shipping charges, with additional charges for special delivery and/or hazardous shipments.

Is there an extra cost to expedite my order?
Yes. Please ask your Customer Service Representative when placing your order for applicable additional charges.

Why do my orders sometimes come from two different locations?
The majority of our products are shipped from Vancouver (head office). However, we do carry some bulk items at our branches across Canada.