Free two-day shipping for all new online case submissions

We improved our shipping label tracking last week, and as a side effect, a lot of folks realized that they’ve been getting something for free that they were really supposed to be paying for. Hey, we’re cool like that. Unfortunately, all good loopholes must come to an end.

As explained in our terms & conditions and our product list, the following shipping charges are included in your up-front costs:

  • one shipment to us to submit impressions for a new case
  • shipments to you for all included phases (including Phase Zero & retainers)

These shipping costs are not included in the lab fee:

  • additional shipments to us (such as new impressions for midcourse corrections)
  • shipments to you of replacement aligners
  • a one-time surcharge for shipments to Alaska, Hawaii, and offshore territories

This isn’t a new policy—we just haven’t been enforcing it very strictly. Now that we’re tracking what each shipping label is for, people can no longer print unlimited shipping labels for free. The days of walking into clubs and “making it rain” with UPS Ground shipping labels are over. (We’re looking at you, Dr. Harold “Mad Grillz” MacPhearson of Omaha, Nebraska.)

However, there is some sugar sprinkled on this donut of disappointment, and boy is it sweet:

First of all, we’re upgrading all new online case submissions to 2nd-day air shipping at no extra charge. (If you’re close to our headquarters in Houston, your impressions might still be sent via Ground if the estimated delivery time is the same or quicker.) For folks who are further away, this will shave days off your turnaround time. Just submit a case on ClearComm, and an upgraded shipping label will be generated automatically. (This change doesn’t affect aligners, which are still shipped via UPS Ground.)

Secondly, if you’re not comfortable submitting online yet, you can still get free Ground shipping labels for handwritten case submissions. Just call or email your account rep, and we’ll email or fax you a label, just like old times.

If you need shipping labels to send us anything else, print your own labels on ClearComm and take advantage of our lower shipping rates and tracking on ClearComm.

On a related note, we have heard that some doctors have had trouble uploading photos when submitting online. While we improve the photo uploading page, we’re temporarily allowing doctors to skip that step and include photos in the submission box if they have problems. If you can upload your photos, please do—it’s quicker and more accurate than matching up physical prints.

Finally, this should probably go without saying, but don’t use shipping labels more than once. If you print multiple copies of a shipping label and use them to ship multiple packages, UPS will get all confused, and there’s no telling what will happen to your valuable submission. If you need to reprint a label for legitimate reasons, it is possible. Go to the Shipments page on ClearComm, show your shipments “to ClearCorrect”, and click “Details” next to the label you want to reprint. A pop-up window will appear with tracking information and an option “View/Print Label”.

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