FAQ
How can we help?
RX Wizard
A: Need to replenish your RPE keys? In need of Herbst accessories? Fill out this form and state in your message what supplies you’re requesting. Please indicate whether you would like your supplies sent out ASAP (within 1-2 business days) or with your next batch of cases.
A: You can get in contact with us via email by using this form. In addition, you can call us at (800) 922-6365 to set up your new account/user and one of our Customer Service Representatives will be in touch ASAP!
A: Initiate a one-time connection between our lab and your scanner for automatic file transfers. We accept scans from iTero, 3Shape/TRIOS, Carestream, 3M/Midmark, and Medit.
Don’t see your scanner listed? Export the .stl file(s) from your scanner then upload directly to your script in the RX Wizard.
A: You can request a demo using this form.
A: You cannot edit a script after completing it, but you may be able to delete it and start over. If we haven’t received/processed the script yet, a trash icon will be available to click on under the Actions column on your Script History page.
If we’ve already received and processed the script, just give us a call at (800) 922-6365 and a Customer Service Representative will take care of any changes.
A: If you’ve forgotten your username, give us a call at (800) 922-6365 or fill out this form and we’ll be able to help.
If you’ve forgotten your password, you’ll need to reset it. Click the Forgot Password link on the RX Wizard login page and enter the email address associated with your account.
A: Give us a call at (800) 922-6365 to speak with our billing team and create your online Bill & Pay account! Through this portal you can view your invoices and statements, make a credit card or ACH payment, and even pay through checks.
A: Does your patient need a backup appliance? Dog ate their retainer? Login into the RX Wizard and find your patient’s completed case on the case history page. On the right-hand side, select the circular arrow
icon. Leave us a reorder comment and let us know why you need to reorder!
A: Need a demo of your favorite appliances to show your patients? Order any appliance with “Demo Appliance” as the patient’s name. We can use our prepared demo models, or you can upload one of your patient’s scans for us to use.
A: Login into your RX Wizard account and select “New Case” in the top right corner. Select “New Template” underneath your office name, and enter a name for your template, as well as a color. From here you can fill out the RX like a typical case you’d submit. Select ”save” in the bottom right hand corner to save your template. Not sure how to fill out the RX? Give us a call at (800) 922-6365 or contact us with this form.
A: Login to your RX Wizard account and find the patient’s case. You will be able to see when the case was created, when it was submitted to the lab, if it is in production, and when the case is complete!
Scans
A: Our Lab uses and accepts .STL files, which is a standard format used to capture 3D data. All intraoral scanners produce or export to .STL format. If you have questions about whether we can accept a different file format, reach out to us!
A: Find your scanner from the list of scanners we accept here, and follow the instructions listed.
A: Scanners generally produce impressions with higher accuracy, which makes for improved fit of appliances, decreased need to adjust & remake, and reduced chair time.
A: We keep your scans on our server for 30 days. If within that time you need to reorder or change the original prescription, even though we still have the file, we require you to upload the file again to a new RX Wizard to avoid any miscommunication.
A: Yes, we can erase the brackets off the teeth. but this may affect the fit of the appliance.
Please make sure to remove arch wire in order for your scanner to capture bracket information more accurately and ensure a better fitting appliance. After your scan is complete, make sure to insert a passive arch wire back in the patient’s mouth. Any active movements in the wire after the scan will compromise the fit of the final appliance.
Shipping and Tracking
A: Find your patient’s completed case in your case history. Hover over the UPS icon on the right side to display the tracking number. You can click on the tracking number, and it will bring you directly to UPS’ website to track your shipment.
A: Log into your RX Wizard account and find any completed case in your case history. Click on the completed case, and once it’s open click on the icon in the far right to generate a UPS label.
A: When selecting the due date on the RX Wizard, that is the day UPS is scheduled to deliver your appliance. UPS takes 1-2 days to deliver appliances depending on your UPS zone.
A: The RX Wizard has a calendar that updates in real time and will display all possible return dates, starting with the earliest available. Any dates grayed out indicate that we have reached our maximum production load limits for that day and are unable to produce any other appliances. If you have a time sensitive case and need help securing an earlier date, call us at (800) 922-6365 and one of our Customer Service Representatives will discuss the possibility of rushing your case.
Looking for information about a specific appliance?
Check out our catalog to see available options and designs.
