Need help with services?
Most common questions
Check the most common queries from our customers.
For other queries, please contact us.
Design & cad file issues
Order = Engaging, but library = Non-engaging (or vice versa)
Please double-check your selection and update the order or files to match.
Order = Straight screw channel, but library = Angled screw channel
Please review your file and make sure the screw channel type matches.
Order = 1 unit, but library = 2 STL files (or vice versa)
Please verify the file count and resend the correct files.
To check the material choice if the abutment design looks reduced
Let us know whether the job is for Titanium or Co-Cr so we can adjust accordingly.
No CAM / construction info.file received for a milling order or CAM / construction info.file received does not work
Please recheck and resend the correct CAM or construction file.
If a crown margin design being below the recommended 0.2mm thickness in cross-section or the crown body thickness being below the recommended 0.6mm thickness in cross-section
Please revise the design to ensure proper strength: margin thickness should be at least 0.2mm, body at least 0.6mm.
An implant system & size query. For example: Order = Straumann BL RC, but library = Straumann SynOcta NN
Please confirm the correct implant system and update the files.
A Ti-base library used for a custom abutment order
You can decide whether to redesign or proceed as it is.
implant system & compatibility
Do you mill a certain implant system?
Please check our available milling list. If it's not listed, send us the original screw, analog, and stock abutment or temp cylinder. We'll assess compatibility and inform you - it may take a few days.
To check if there is a compatible system for an implant system you are working on
Let us know the system details and we'll check compatibility for you.
To inform of the screw channel coming out buccally or palatally with angulation
We'll send you photos so you can decide whether to proceed as it is or redesign.
A Titanium / Co-Cr anatomic bridge (screw retained) sent as a single screw retained abutment
Please make sure to select the correct order type to ensure accurate invoicing and screw count.
3D Print Order
No model, gum or die file received for a 3D print order
Please resend the missing files so we can proceed without delays.
library & file submission
To ask for our newest library
You can download it after registering, or we can install it for you via TeamViewer.
To check how to send a Design + Milling or a Scan + Design + Milling Order
We'll guide you through the required files and how to upload them.
To ask for a design change for a Design + Milling or Scan + Design + Milling order
Please use the 'Design Revision Request' section on the portal to submit your changes.
production timing & order tracking
To ask about our cut-off times
Our cut-off times are;
SLM (3D Metal Printing): 10am
Metal Milling / 3D Model Printing: 11am
Zirconia Milling: 2pm
To check the progress of your milling order and confirm when it would get dispatched
You can track your order anytime using the 'Job Status' section in our order portal.
screws, drivers & accessories
What is the torque for our angle screws?
You should apply 15-20N.cm depending on the angulation.
What driver needs to be used for our angle screws?
You need to use our ARUM Clinical Ball Screwdriver Torx - either the tip or the handled version.
Ordering replacement screws
Use the CIG form to check which screws were used and order replacement through our online shop.