Shipping Policy

idd.shop

Last Updated: May 2026

Applies to orders shipped to Australia, New Zealand, and Canada.

How iDD Fulfils Orders

The iDD Shop operates on a direct-from-manufacturer model. Rather than holding stock locally, we source dental technology products from brand partners and ship them directly to you via DHL Express international airfreight. This gives us access to the complete catalogues of our brand partners across all three markets without the lead times of a local warehouse.

For most products, your order ships directly from the manufacturer's facility in the USA, China, Korea, or Australia.

Order Processing

Orders are typically processed within 1 to 2 business days of payment being confirmed. You will receive a confirmation email once your order is accepted and processing has begun.

For capital equipment orders that require a signed Purchase Agreement, processing begins once both payment and the signed agreement have been received.

If we need to clarify any details before processing, we will contact you directly.

Shipping Method

All iDD Shop orders are shipped via DHL Express international airfreight. DHL Express is the standard carrier for all markets. We do not currently offer alternative shipping methods or local courier options.

Delivery Timeframes

Delivery timeframes vary by product type and origin. The table below provides indicative guidance.

Product type	Indicative delivery timeframe
Consumables from CA, AU or NZ distributor stock	5 to 15 business days
Equipment shipped direct from manufacturer (USA)	3 to 5 weeks
Equipment shipped direct from manufacturer (Korea)	3 to 5 weeks
Equipment shipped direct from manufacturer (China)	4 to 8 weeks

These are indicative timeframes only. Actual delivery may be affected by customs clearance processing times, DHL network capacity, public holidays in the origin country, and other circumstances outside our control.

If you need a product by a specific date, contact us before placing your order. We will give you the most accurate estimate we can based on current stock location and shipping conditions.

Tracking

Once your order is dispatched, we will send your DHL tracking number by email. You can track your shipment in real time at dhl.com. If you have not received tracking information within 3 business days of your order being confirmed, contact us at sales@instituteofdigitaldentistry.com.

Customs, Import Duties, and Border Charges

iDD acts as the importer of record for international shipments into Australia, New Zealand, and Canada. We manage the customs clearance process and pay applicable import duties and border taxes on your behalf. These costs are factored into our pricing. You will not typically receive a separate customs or duty bill from DHL or any government authority for your iDD order.

However, DHL charges a customs clearance processing fee on some international shipments. This fee, which is typically in the range of AUD 50 to 80 (or the local currency equivalent), is a DHL administrative charge for processing the import declaration. It is separate from any government duty or tax.

If you receive an unexpected charge from DHL in connection with your iDD order and are unsure whether it is legitimate, contact us at sales@instituteofdigitaldentistry.com before paying it and we will confirm.

Freight Charges

Freight charges are calculated per order based on the size, weight, and destination of the shipment. For orders placed through the shop, estimated freight costs are displayed at checkout or quoted in advance by your iDD advisor. Final freight costs are confirmed at the point of purchase.

Freight is quoted as a separate line item on your invoice.

Damaged or Lost in Transit

If your order arrives visibly damaged, note the damage with the DHL driver if possible and contact us at sales@instituteofdigitaldentistry.com within 7 days of delivery. Include photographs of the damaged item and the outer packaging. We will coordinate a claim with DHL and arrange a replacement or remedy in accordance with our Returns and Exchanges Policy.

If your order has not arrived within the expected timeframe and tracking shows no movement, contact us at sales@instituteofdigitaldentistry.com and we will investigate with DHL.

Contact

For shipping enquiries, contact our team at:

Email - sales@instituteofdigitaldentistry.com

Australia and New Zealand - Speak with Julian, our Clinical Advisor for AU and NZ. Phone: +61 488 839 526

Canada - Speak with Sabrina, our Clinical Advisor for Canada. Phone: +1 (844) 983-3338

Full contact details and business hours are at idd.shop/pages/contact-us-idd.

This policy was last reviewed in May 2026. We reserve the right to update this policy. Any updates will be reflected on this page with a revised date.