Product Experience & Complaints (PER)
Product complaints shall be submitted by completing a current revision of the Product Experience Report (PER) form, one form shall be completed for each Patient/Event.
- The completed complaint PER may be submitted via email, a complaint number will be generated and provided by the ZimVie complaint handling unit. The complaint number(s) and product return instructions will be sent via email to the email provided. The return product instructions are also provided on page 3 of the complaint PER form.
- An alternative to the email process, is by completing the Product Experience Report (PER), save (PDF) and print the PER form. The printed PER shall be mailed/returned with the complaint product to the complaint handling site in Palm Beach Gardens, FL (found on page 3 of the PER form).
Note: Obsolete, incomplete and handwritten PER forms may delay the processing of the complaint.
For questions regarding the ePER form and/or the complaint handling process, you may contact the ZimVie complaint handling unit at DentalComplaints@zimvie.com or 1.800.262.2702.
Product Experience Report PER:
Return and Exchange Polices & Warranties
This policy covers returns and exchanges by customers in the United States for all products sold by ZimVie Dental (“Qualified Products”), however not all products may be covered under this policy. Examples include products derived from human tissue, patient-specific products, and in some cases equipment purchases. This policy does not address returns and exchanges in connection with product non-conformances. Please complete a Product Experience Form (ePER) in such circumstances.
A purchaser may return any Qualified Product within 1-90 days of invoice date for full credit or 91-180 days of invoice date less a 15% restocking fee. The restocking fee is waived when requested through eServices.
A purchaser may exchange any ZimVie-qualified products within 365 days of the invoice date for other Qualified Products within the same product families as determined by ZimVie Dental. The replacement ordered products must be of equal or greater value than the returned products; the purchaser will be charged the price difference.
The value of a replacement product will be determined based on the list price at the time of order less any current qualified discounts. Freight charges will apply to exchanged product shipments.
Applicable to All Returns
Customers are responsible for the shipment of returned items back to ZimVie. All returned or exchanged ZimVie Dental products must be:
Returned in its original, unopened package and in resalable condition (including autoclavable product).
No stickers, over labeling,tape or staples on packaging, cutting of product packaging, holes or writing of any kind.
A non-expired and currently offered ZimVie Dental product (expired and discontinued products are excluded).
Shipped via a trackable method to:
4555 Riverside Drive
Palm Beach Gardens, Florida 33410
(Attention: Returns Department)
Accompanied by the ZimVie Dental Return Authorization Number provided by Dental eService.
Received by the Returns Department within the time frames specified above.
ZimVie Dental products not meeting these criteria will not be accepted for return or exchange.
Returned and exchanged product lot numbers will be checked to ensure compliance with the time limitations referenced in this policy. ZimVie Dental reserves the right, in its sole discretion, to (a) decline any return or exchange if a product with alternative lot numbers is provided in place of a product purchased within the time limits herein, or (b) terminate the eligibility of any customer from this return policy in the event of suspected abuse or fraud.
The customer may only return the products to exchange them for other products of the same category as determined by ZimVie Dental.
Orders purchased on a promotion are exchangeable only.
Products that are from part of a kit can neither be exchanged nor returned.
Products that require special storage conditions such as membranes and biomaterials.
Human tissue products may neither be exchanged nor returned for any reason other than verifiable defect or non-conformance with specifications. Order or shipment discrepancies must be reported to Customer Service within three (3) business days of delivery.
Expired and discontinued products are excluded (at least 6 months of expiration).
(This program is only available for US and Canada based customers.)
If you contact ZimVie Dental Customer Service within 90 days of an attempted implant placement, a Courtesy Implant Replacement is available to the customer for a nominal fee. If the requested implant is from the T3®, T3 PRO®, TSX, Trabecular Metal™, Eztetic™, or Osseotite® 2 product families, the fee will be waived. Freight charges are complimentary for replacement implants.
In order to qualify for replacement under this program, customer must follow the Courtesy Implant Replacement Process for the following qualified events that may occur during an attempted implant placement: an implant is dropped during surgery, a loss of sterility due to the opening of the implant packaging with no placement; or an implant that is placed is immediately removed during surgery. A Courtesy Implant Replacement Request should be obtained by contacting ZimVie Dental Customer Service at 800-342-5454, at which time you’ll receive an RMA number and further instructions. *
*Product must have a minimum of 180 days of shelf life remaining as of the date of initial contact with ZimVie Dental Customer Service.
This policy does not address the replacements in connection with:
- Product non-conformances
- Lifetime Warranty Policy
In those cases, please complete a Product Experience Form (PER).
(This program is only available for US and Canada based customers)
Effective January 1, 2023
The benefits described herein are in addition to all benefits included under the ZimVie Dental Lifetime Implant Warranty Program and are subject to modification or discountenance at any time at ZimVie Dental’s sole discretion. The benefits herein apply only to U.S. and Canada customers treating patients within the U.S. and Canada. ZimVie Dental reserves the right to interpret this policy in its sole and absolute discretion and may limit benefits to the extent it determines any claim for benefits is insufficient to meet eligibility requirements.
This benefit covers only dental implants manufactured by Zimmer Dental, Inc. or Biomet 3i, LLC that have been surgically placed and restored exclusively with compatible ZimVie Dental restorative components. ZimVie will provide a cash reimbursement of up to $500.00 per failed T3® PRO, T3®, TSX™, Trabecular Metal™, Eztetic™, or Osseotite® 2 Implant (“Qualified Products”) for actual lab fees incurred to construct the original prosthetic appliance corresponding to the failed implant. The reimbursement will be made after:
a) A receipt of a properly completed Restorative Reimbursement Application (with a copy of the associated itemized laboratory invoice) is submitted to ZimVie Dental Customer Service, and
b) Is approved by the ZimVie Dental Warranty Administration.
BellaTek Bars used to restore Qualified Products are eligible for reimbursement hereunder.
ZimVie Milling Center Services
Address: 4555 Riverside Drive. Palm Beach Gardens, Florida 33410
Phone (Monday -Friday 8:00AM - 6:00PM EST):
- TiBase Abutments STL Files
- BellaTek® Express and Flex Abutments STL Files
- Ex-Hex Scan-Thru Workflow STL Files
Directions for Use: A superstructure design file is created by the clinician/lab technician and sent to a validated milling center. After the superstructure design file is received by a validated milling center, it is uploaded to the milling machine to mill the superstructure. All digitally designed superstructure and/or hybrid crowns for use with Certain BellaTek Express and BellaTek Flex Abutments are intended to be sent to a registered and listed Biomet 3i validated milling centers for milling.