Glidewell Customer Service — Practical, Expert Overview

Executive summary

Glidewell is one of the largest dental laboratory providers in the United States, and its customer service function supports hundreds of thousands of clinical cases per year. This guide explains how the customer-service organization is structured, what information you should provide to speed resolution, realistic turnaround and shipping expectations, warranty and returns practices, and escalation steps if a case requires higher-level attention.

The guidance below is written from the perspective of a dental practice manager and laboratory liaison who has worked with high-volume labs. Wherever a specific number is given (turnaround, response target, typical price band, or standard warranty window), treat it as the operational expectation you should confirm with Glidewell’s published policy at glidewelldental.com or your local Glidewell representative.

Contact channels, hours and response targets

Primary contact channels for Glidewell customer service are typically: phone for urgent clinical issues, the online case portal for tracking and submissions, and email or secure portal messages for documentation. Most national labs—including Glidewell—set internal performance targets such as answering inbound phone calls within 2–4 minutes during business hours and responding to portal messages or e-mail within 24 business hours. If your case is time-sensitive (e.g., same-day insertion complications), call rather than rely on email.

Typical hours for national dental lab customer service are Monday–Friday; many labs offer limited Saturday routing for emergency pick-ups or special accounts. If you need after-hours assistance for a critical prosthetic issue, ask the representative to escalate to “clinical support” or the lab’s on-call technician—those escalations are usually guaranteed within 1–2 hours. Always record the date/time, the CSR’s name, and a case or ticket number for follow-up.

What information to provide on first contact

Providing complete, consistent case data up front reduces back-and-forth and shortens turnaround. Have these items ready when you call or submit a portal case: patient name and practice account number, Glidewell case number (if applicable), restoration type (crown, bridge, implant-supported, removable), material requested (e.g., e.max, zirconia layered, full-contour zirconia), shade and shade guide (Vita Classic 2M2 etc.), opposing and bite information, model or scan file names, and shipping preference.

• Minimum data set to prepare: case Rx, shade photo(s) with shade tab, intraoral or lab scan (STL), implant system and analog or scanpost size, prep margin designation, preferred cementation instructions, and requested turnaround (standard/expedited).
• Practical extras that speed resolution: attach a clinical note describing symptoms or esthetic goal, reference an existing Glidewell crown number for shade match, and provide a daytime phone for the restorative dentist or chairside assistant.

If you are returning a restoration for adjustment or remake, add date of insertion, type of adjustment performed in-office, photographs of the restoration in situ, and the specific complaint (e.g., premature occlusion on mesiobuccal, over-contoured emergence). A clear problem statement lets the lab’s quality department decide between adjustment, remill, or remake and prevents unnecessary shipping cycles.

Turnaround times, shipping and pricing expectations

Standard turnaround for single-unit definitive crowns from major digital-first labs is commonly 2–5 business days from receipt of definitive impressions or approved digital scans; full-arch or complex implant prostheses typically run 7–14 business days depending on complexity and try-in requirements. Expedited services (next-business-day, 48-hour) are often available at a premium; expect an upcharge commonly in the 25–75% range above the base price depending on the product and materials.

Shipping options typically include next-day air and ground; most labs pass couriers (e.g., UPS/FedEx) tracking information and require signature on delivery for high-value items. Typical per-unit price bands you will see in the market: entry-level single-unit full-contour zirconia $129–$159, layered zirconia $159–$249, and lithium disilicate/e.max crowns $149–$219—remember these are market ranges and Glidewell’s published pricing or your negotiated agreement may differ. Confirm pricing and expedited surcharges on glidewelldental.com or your practice’s account portal.

Warranty, remakes and quality assurance

Most large dental labs offer a limited warranty that covers manufacturing defects or lab error for a defined period—commonly 90 days to 1 year for remakes depending on the product. The typical lab workflow for a warranty claim: (1) open a ticket with photos and clinical notes, (2) lab quality team reviews within 24–72 hours, and (3) lab authorizes return shipping or sends a remake authorization with a new turnaround estimate. If a lab determines an issue was caused by a clinical factor (prep, occlusion, interocclusal record), they will often offer repair or guidance but not a free remake.

For cost control, track and trend remakes monthly—target rates for well-run restorative workflows are usually under 5% of cases for remakes due to lab error. If remake rates exceed that, request a quarterly quality review with your Glidewell account manager to identify systemic issues (scan settings, prep designs, shade capture). Documented quality review meetings should produce corrective actions and measurable KPIs such as reduction in remakes by X% over 90 days.

Escalation path and practical tips for faster resolution

If a case is not resolved in the standard timeframe, escalate in this order: (1) ask to speak with the senior customer service representative handling your account, (2) request a quality-assurance review and a written summary of findings, (3) contact your Glidewell account manager or territory sales representative, and (4) if still unresolved, request a formal customer complaint escalation to the lab’s clinical director or customer-experience manager. Keep all ticket numbers and e-mail threads; these are required for formal warranty or credit actions.

Practical tips: always photograph shade and occlusion with natural light and a shade tab; when possible send a single digital STL per quadrant with a separate bite registration STL; and schedule courier pick-ups for same-day shipping when recalls or remakes must occur quickly. Finally, maintain a simple in-office log (case number, date out, date returned, issue and resolution) so you can measure performance and negotiate service credits if your practice experiences excessive delays.

What is the turnaround time for Glidewell lab?

Specifically, three-day in-lab working times on 90% of our crown & bridge cases — without compromising quality for speed. Eighty percent of all cases are returned within four days.

What is the phone number for Glidewell pickup?

Call 888-560-3268 or use My Account to schedule an in-office case pickup.

What is the return policy for Glidewell lab?

In order to receive credit, item must be returned complete and in saleable condition within 30 days of invoice date. No returns accepted after 30 days of the original purchase date. Discontinued, obsolete, expired, damaged or opened items will not be accepted for return.

How much does Glidewell HT implant cost?

Just $99
Why Glidewell HT™ Implants Are Just $99. For more information about the Glidewell HT™ Implant System, visit glidewell.com for a full look at products, features and services. To purchase or browse the complete assortment, visit glidewelldirect.com or call 888-944-7874 to speak with a product expert.

How do I contact Glidewell direct?

You may also call Customer Support at 888-303-3975. Our product specialists are committed to answering your questions in a timely fashion to ensure your ordering is easy and efficient.

Who is the owner of Glidewell dental?

Jim Glidewell
A holiday message from Jim Glidewell, Founder & President and Stephenie Goddard, CEO.