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Shipping Instructions (UPS Delivery FAQ)

We primarily ship to dental offices to ensure secure and reliable delivery. However, we understand that sometimes you may want to send aligners directly to a patient. Please review the important details below before making this request on the order.

Ma Allysa Suazo avatar
Written by Ma Allysa Suazo
Updated over 2 weeks ago

Delivery Responsibility 🚚

Orthosnap does not require a signature for deliveries.

Once a package is in transit, UPS manages the delivery process. Orthosnap cannot modify or control delivery instructions on behalf of recipients. However, the recipient (patient or doctor) can manage certain settings through UPS My Choice:

  • Log in to UPS My Choice

  • Add delivery instructions (e.g., “Leave with neighbor,” “Leave at back porch,” etc.)

  • Update preferences for future deliveries

Important Notes on Patient Deliveries 🗒️

Delivering directly to patient addresses may result in higher delivery risks, such as:

  • Incorrect or incomplete addresses

  • Recipients not being home to receive packages

  • Access restrictions (e.g., gated communities or secured buildings)

  • Lost or stolen packages

Please note: Orthosnap cannot be responsible for lost or stolen shipments, nor provide remakes for these situations.
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Please also note that an order may require clinical procedures such as IPR or Attachments placed, which may not be known until we evaluate the case.  While we will do our best to notify you, we are unable to guarantee coordination of logistics and it is your responsibility to ensure any special delivery request is consistent with the clinical procedures of the order.

Special Handling Fee 💸

A special handling fee of $10 (subject to change at any time) will apply for any shipment sent to an address other than the doctor’s primary business address.

Additionally, undeliverable or returned shipments incur significant costs. UPS charges for the initial delivery, the return shipment, and a return fee.

To avoid these costs, we strongly recommend using your primary office address whenever possible.

Updating Your Office Address 🏢

If your office has relocated or you need to change your shipping address, please contact us directly - for security reasons, we require a written instruction from one of the authorized emails we have on file:

We’ll update your account to ensure all future shipments are sent to the correct business location.
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If you have any additional questions or concerns, feel free to click here to contact us—we’re here to help!🌟

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