BioHorizons Customer Care: A Practical, Detailed Guide for 2025

Who BioHorizons Customer Care Serves—and When to Contact Them

BioHorizons customer care supports dental professionals across implant surgery, prosthetics, regenerative biomaterials, digital workflows, and education. Whether you are a private practice, DSO, university clinic, or a dental laboratory, the team can help with product selection, order placement, shipping updates, returns and exchanges, digital libraries, and documentation (IFU, SDS, and regulatory certificates). If you work through a distributor, BioHorizons’ regional customer care typically coordinates closely with your sales representative to maintain price integrity and delivery timelines.

Reach out proactively in three common scenarios: (1) time‑sensitive cases requiring same‑day shipment or a courier solution; (2) clinical fit/compatibility questions (e.g., abutment-platform matching, torque specs, scan body identification); and (3) documentation needs for audits or insurance, such as UDI/lot traceability, CE/FDA conformity, or sterilization validations. For non-urgent tasks (account updates, digital library downloads, or education schedules), the web portal is usually faster and avoids call queues.

How to Reach BioHorizons Customer Care

The official website is https://www.biohorizons.com. Use the “Contact” or “Support” section to locate your regional team; hours and phone lines vary by country. In EMEA and parts of LATAM, many resources are provided under the BioHorizons Camlog brand; if your region redirects, follow the local site’s Support page to see phone numbers, email addresses, and office hours in your time zone. For accurate, current contact details, always rely on the regional page you are routed to from the main site.

Typical availability is Monday–Friday during local business hours (commonly 08:00–17:30), excluding national holidays. For urgent clinical or shipping needs, state your case date up front; most teams triage by surgery date and can provide options like priority handling, same‑day dispatch before warehouse cutoff, or pickup from a local distribution point when available. For traceability requests (UDI/lot/REF verification), email is often preferred so attachments can be logged to your case ID.

• Have these data ready before you call or submit a ticket: practice/lab account number; purchase order (PO) or invoice number; product identifiers (REF/catalog code, lot/batch number, and UDI-DI if available); patient initials and surgery date (do not send full PHI unless asked via a secure channel); torque values used (N·cm) and driver size for prosthetics; radiographs/photos (JPG/PNG) and DICOM if a digital fit issue is suspected; and your deadline (e.g., “chair time at 10:30 on 17 Oct”).
• For digital workflows, include software and version (e.g., 3Shape 2023.1, exocad Galway), library name/revision, scanner model, and STL/DICOM upload links. Note the platform size (e.g., 3.5/4.0, 4.5/5.0) to prevent cross‑platform mismatches.

Ordering and Urgent Fulfillment

Account setup usually requires your practice/lab license information, shipping/billing addresses, tax exemption details (if applicable), and preferred payment method. Once activated, you can order by phone, email, online portal, or through your field representative. For time‑critical cases, phone or portal ordering is recommended to hit warehouse cutoffs. Many regions can accommodate same‑day shipping when the order is confirmed before the local cutoff, which is often set between 15:00–17:00 local warehouse time.

Ask customer care to confirm stock at the nearest warehouse and the exact cutoff on the day you order; weather holds and carrier capacity can shift cutoffs by 30–60 minutes. Request a documented ship method (Ground, 2‑Day, Overnight Priority) and a tracking number within 30–60 minutes of order confirmation. If your practice operates across locations, customer care can often save multiple “ship-to” addresses and favored carriers to reduce errors and improve on‑time delivery. Many distributors track fill rates—in the implant sector, a 95–98% same‑day fill rate is a common target—so it’s reasonable to ask for the current fill rate and backorder ETA for any exceptions.

For backorders, ask for a substitute recommendation (e.g., alternate healing abutment height or compatible driver) and a written ETA. If the case is imminent (≤48 hours), request a partial shipment and have the remainder follow later. Document every change on the order confirmation to avoid chairside surprises.

Returns and Exchanges (Sterile Medical Devices)

Most returns are accepted only if sterile packaging is unopened, undamaged, and within the stated return window indicated on your invoice. In the implant category, 30 days is a common minimum allowance, and some regions extend up to 90 days depending on product class and local policy; confirm the precise window with customer care before sending anything back. Instruments and opened kits require special handling and are often nonreturnable due to re-sterilization and validation constraints.

Obtain an RMA (Return Merchandise Authorization) before shipping a return. The RMA should list: RMA number, item REF, lot/batch, quantity, and return reason code (wrong platform, wrong height, surplus, etc.). Pack items to protect blister integrity; do not apply labels directly to sterile blisters. Keep proof of shipment and carrier tracking. Many companies apply a restocking fee in the 10–20% range for discretionary returns; defective or mis-shipped items are typically exempt, but verification is required.

Turnaround for a standard return credit is often 7–10 business days from warehouse receipt, while investigations for product quality claims may take longer. If you need an exchange rather than a credit, ask for an “advance replacement”—this ships a replacement immediately while the original is evaluated, which helps keep the case on schedule.

Warranty and Product Investigations

Dental implant manufacturers commonly provide long‑term structural coverage on titanium implants, with shorter coverage periods on instruments and biomaterials. The exact terms, eligibility, and procedures are governed by the warranty document published by the manufacturer; request the current BioHorizons warranty PDF from customer care or download it from the official site so you have the correct version for your region and product family.

When submitting a product claim, include: patient initials and surgery/restoration dates; product REF and lot/batch; clinical narrative (placement site, bone quality, drilling protocol, irrigation); torque values and driver type; radiographs at placement and complication; and photos of the device if removed. If a component is fractured, return all fragments. Typical evaluation timelines range from 10–15 business days after receipt at the analysis center, and outcomes can include replacement of like-for-like components, credit, or a documented explanation when the device is found to be within specification.

If the issue could delay treatment, ask customer care for a temporary solution (e.g., alternative abutment geometry or a scan body reprint) and set an explicit date by which you need a decision. Always record the case number in your chart notes for audit traceability.

Digital, Clinical, and Education Support

BioHorizons supports mainstream digital ecosystems; if you design restorations in 3Shape or exocad, request the latest validated libraries and instructions. Support can help verify platform matching, scan body identification, and intended screw compatibility (e.g., M1.8 vs. M2.0) to avoid mis-threading. When you open a digital ticket, include software version, library revision, and STL/DICOM files or links; this allows the technician to reproduce and resolve the fit issue faster.

For clinical questions (abutment selection, emergence profiles, graft combinations), customer care can route you to a clinical specialist or a local key opinion leader. If you need formal documentation for an insurance preauthorization, ask for the product IFU, UDI-DI, and material composition data sheet; many carriers now request UDI and REF alignment to approve coverage.

Education is offered year‑round: live courses, webinars, and hands‑on programs. Ask for the current calendar and whether CE credits are ADA CERP/AGD PACE recognized in your region. Seats for hands‑on courses often cap at 12–20 participants; reserving 3–4 weeks in advance increases your chance of getting the dates you want.

Documentation, Compliance, and Traceability

For audits and quality systems, you will need Instructions for Use (IFU), Safety Data Sheets (SDS), and declarations of conformity. BioHorizons provides these documents on request and/or via the website. Keep copies in your quality binder and link them to product REF and lot numbers noted in your patient records.

UDI and lot traceability are essential. Record both REF and lot in the chart at placement and restoration; many practices attach the blister label directly to the clinical note. If you submit media to customer care (radiographs, DICOM), use a secure upload link or encrypted email as instructed; do not transmit full PHI unless the channel is explicitly secured in compliance with HIPAA/GDPR. When you close a case, archive the case ID, correspondence, and final resolution in your document control system.

If you participate in MDR (EU) or FDA vigilance reporting, customer care can provide product details required by regulators. Request device model, UDI-DI, manufacturing date (if encoded), and any investigation summary the manufacturer is able to disclose.

Escalation Paths and Service-Level Expectations

Set clear expectations when the timing is critical. For urgent shipping (surgery in ≤24–48 hours), ask for confirmation within 30 minutes and a tracking number within 60 minutes of order release. For returns and credits, request acknowledgement within 1 business day and final disposition within 10 business days. If a case affects patient safety or continuity of care, state that explicitly so it is prioritized appropriately.

Escalate when you miss a stated milestone or when cross‑functional coordination is required (logistics + clinical + digital). Ask your representative to add their manager or a regional customer care lead to the thread. Maintain one email subject line with the case ID to prevent branching and lost context; this single‑thread practice reduces resolution time by 20–30% in most clinics’ experience.

• Escalation checklist: confirm the case ID; restate the deadline and patient impact; attach all artifacts (order confirmation, photos, radiographs, REF/lot labels); request a named owner and a time‑stamped next action; ask for an alternate plan (e.g., substitute component or temporary solution) if the primary path slips; and document the final outcome for your audit trail.
• If you need contact details: navigate to https://www.biohorizons.com and select your country/region from the Support or Contact area for the current phone numbers, office addresses, and office hours. Regional pages are updated when hours or lines change, ensuring you reach the correct team.

What is the warranty on BioHorizons?

RETURN POLICY: BioHorizons implants and prosthetic components (except O-Rings and Nylon Inserts for Ball Abutments) carry a Limited Lifetime Warranty. We will provide a replacement for any BioHorizons implant or prosthetic component if removal of that product is required for any reason, at any time.

How do I contact BioHorizons?

To report an adverse reaction, please call BioHorizons Customer Care at 1.888.246.8338.

What is the success rate of Biohorizon implants?

99.2%
BioHorizons implants were shown to have an extremely high survival rate (99.2% average),1-10 excellent bone-to-implant contact15 and minimal bone loss.

Which country made Biohorizon implants?

United States of America
BioHorizons is an implant manufacturer founded in United States of America in 1994. It offers a range of 24 bone level and tissue level implants with tapered, straight and tapered apex shapes. It is distributed in over 80 countries. The company is headquartered in Birmingham, United States of America.