We are overly committed to your satisfaction and our consistency, quality and reliability. NEOL strives to meet all the needs of your office while producing the highest quality of appliances in the industry.

NEOL’s normal scheduling of appliances is three business days in the lab, while study models require five working days. It is important to put an actual date on the prescription to insure that the case will be delivered on time. Same-day lab service is available with prior notification at no extra cost on most appliances.

We provide postage-paid mailing labels for all of our customers when shipping cases to NEOL. United Parcel Service return labels are available upon request. To ensure your shipping cost to us is minimal, NEOL provides free packaging supplies including boxes, cushioning materials, and mailing labels for all cases being forwarded to our laboratory. All packages are returned to your office using UPS ground or second day services to ensure the prompt delivery of your patients’ appliances. Overnight return services are available at an extra charge. Please call 1.800.922.NEOL to request any mailing supplies.

We require that a prescription form accompanies all cases. For your convenience, our prescription forms can be accessed from our website and can either be downloaded blank or be filled-in online prior to printing. However, if you prefer we can fax or ship the prescriptions to your office. Please call 1.800.922.NEOL to request prescription forms.

To ensure accurate identification of each case we ask that each model/impression is labeled properly and has an accompanying prescription before being placed in the box.

To avoid any unnecessary damage during shipping, we request that impressions and each set of models be wrapped individually and tightly secured within the box.

Well defined plaster/stone models and alginate impressions are acceptable for the fabrication of removable appliances.

We require maxillary and mandibular models and a bite registration be provided for cases that require habit breakers, posterior occlusal coverage, or when occlusal interference may be a concern to ensure the quality and functionality of our removable appliances.

Well defined plaster/stone models and alginate/compound impressions are acceptable for the fabrication of fixed appliances.

Fitted bands can be poured in the model at your office or sent in a separate bag to be placed at no extra charge. We also provide an indirect banding service for an extra charge. For our pedi-partial appliances and habit breakers we require a model of the opposing arch to ensure the quality and functionality of our fixed appliances.

Accurate stone models and alginate impressions are acceptable for the fabrication of our splint appliances. We ask that the bite registration represents a desired vertical opening with a minimum of 2 mm.

Well defined plaster/stone models and alginate impressions are acceptable for the fabrication of study models.

All alginate impressions should be wrapped in a paper towel soaked in an alcohol-based solution and placed in an air-tight bag in order to prevent freezing over the winter months. We also advise our accounts to hand the alginate impressions to their local mail carrier and avoid placing them in over-night storage boxes. Please do not place the prescription forms inside of the air-tight bags, but wrap the forms around the bag’s exterior.

Cases where plaster/stone models are intended to be used for the fabrication of study models will be charged a duplication fee.

Invoices are generated with every appliance and wrapped around the completed case when sent to your office. We recommend that each invoice be kept to be verified against your monthly statement.

A monthly statement is sent to your office at the beginning of each month summarizing the last month’s invoices, payments and adjustments that have been made to your account over the last thirty days. We ask your office to validate all invoices against the monthly statement. If the charges to the account seem accurate, tear off top of statement and send with a check. NEOL also accepts all majors credit cards for your convince including VISA, MasterCard and American Express.

If the charges against the account do not seem accurate please call for prompt and courteous resolution of any discrepancies.

We ask that all payments are due upon receipt of the monthly statement. All overdue balances will incur a fee of 1.5% of the balance per month or 18% a year.

NEOL knows that accidents happen. Since we consider ourselves as an extension of your office and a partner of your practice our policy is fair and simple. If the broken appliance is a result of a manufacturer's defect NEOL will repair or remake the appliance at no charge and no questions asked. If the fracture is questionable, NEOL will call to discuss further options but remain reasonable and sensitive to your needs. We ask that the original working models and appliance be retuned for the possibility of full reimbursement.