FAQs

Do you have any clinical instructions for the use of specific products?

We have a limited number of technical/clinical guides for products. Please visit our Technical Guides for Dentists section.

What products do you have for sports protection?

Protec carries our exclusive Safe-t-flex Mouthguards which come in a variety of colours and have different protective options.

What kind of bruxism appliances do we have?

Our featured product for bruxism is Proflex Splints. We also make splints and nightguards out of the following materials: hard acrylic, hard-soft acrylic, soft vinyl, Biocryl and Eclipse.

Do you carry Val-Clean?

Yes, please call our customer service to order Val-Clean.

Do you carry clear invisble (tray-like) retainers?

Yes, we make Essix retainers. Please contact our Orthodontic department for more information.

What artistic design options are there for your removable orthodontic appliances?

Our Palate Pleazer acrylic orthodontic appliances have many acrylic options such as colour, decals, designs etc. Please visit our Palate Pleazers page for examples of our options.

Do your products contain Bisphenol A (BPA)?

There are traces of Bisphenol A (BPA) in composite resin materials used in dentistry. When compared, however, with other sources of BPA (hard polycarbonate water bottles, some baby bottles, and the lining of food cans and bottle tops), these dental materials pose significantly lower exposure concerns. The ADA believes any concern about potential BPA exposure from dental sealants or composites is unwarranted at this time. To learn more about BPA and exposure risk with dental materials please click here.

How do I care for my orthodontic appliance or denture?

Care and Clean Guides are available in our Patient Education Tools section which specify how and what to clean your appliance with.

What is the time required to produce your products?

Please visit our product catalogue to view the production times for our products.

How are rush cases processed? And how fast can I get them?

Rush cases are dealt with on an individual basis, please call our customer service with your request to rush a case. They will specify how quickly we can accomodate your case.

Where can I get Protec's price lists?

Please fill out this form and we will email or send you our price lists.
All fields are required.

Who do I contact to ship cases to you? (Within Canada)

If you are in the Greater Vancouver or Fraser Valley areas please call our dispatch at 604-873-1212. For out-of-town Canadian customers you shipping is included with DHL. Please call 1-800-CALL-DHL (1-800-225-5345) to get your case shipped. For further shipping instructions click here.

Can I get the DHL tracking number?

To get the DHL tracking number for your case please contact our customer service at 1-800-663-5488.

What is the local delivery route schedule?

The delivery route schedule often changes so we cannot provide an exact schedule online, however for a pick up please refer to the table below.

What is the cut-off time for local pickups?

To have our drivers pick up your case(s), please call in by the following times:
(For example, if you live in Abbotsford and would like your case picked up in the morning please call by 11:00 am)

What are the approximate regional shipping times?

Regional shipping schedules are as follows:

Please note laboratory production time and shipping time must be calculated when scheduling patients.

What is Appliance Replacement Insurance?

For an initial fee (based on the complexity of the appliance), a Protec orthodontic appliance can be insured for a period of 12 months. In the event of loss or damage, the appliance can then be replaced or repaired for a nominal fee. You must send a copy of the insurance in with your claim.

Can you have automatic (renewable) insurance on all or specific removable orthodontic appliances?

Yes! If you would like all your removable orthodontic appliances to be insured, we will setup an automatic billing system.

How long is the warranty period for the appliance?

12 months from date of invoice.

How do I make a claim on the Appliance Replacement Insurance?

Doctors must send us new models/impression and a copy of the Appliance Replacement Insurance card.

What type of payment methods do you accept?

We accept visa, mastercard, cheques or cash.

When are your monthly statements sent out?

Statements are sent at the beginning of the month. The statements provide invoice number, amount, and patient names for the previous 30 days.

How long do I have to pay my balance?

Our terms are net 30 days receipt of statement.

Are there an interest charges for late payments?

On accounts that are over 60 days past due are charged 2% per month.

I'm having trouble interpreting my statement, where can I find a description?

Please click here to see an example statement with descriptions.

I'm missing an invoice(s) how do I get a replacement?

To get a new invoice(s) or statement(s) please call our accounting department at 604-639-1319.

Are Protec sponsored courses eligible for continuing education credits?

Many of our courses are valid for continuing education credits, however, you will have to apply for them yourself. Please visit our calendar. Protec sponsored events that are valid for educational credits are specified.

When are your next courses?

Please visit our calendar to view Protec sponsored events and also seminars or conferences that are relevant for the dental community.

Can our students get a tour of your lab?

Please contact our Human Resources representative to see if we can arrange a tour.

Do you offer laboratory practicums or observations?

We do offer student practicums and observations for VCC applications. Please contact our Human Resources representative for arrangements.