Frequently Asked Questions
We have collated some frequently asked questions below. If we haven’t answered your question, please feel free to contact us directly.
Southern Cross Dental
Southern Cross Dental was established by dentists for dentists.
For more than 40 years, we’ve been working with dental professionals in Australia and we’ve become known and respected for our quality assurance and high standards of delivery.
Southern Cross Dental is uniquely positioned to understand the needs of the industry: providing reliable, high-quality products and services that give your patients the best possible results.
You’ll get many benefits from working with us, including peer-to-peer support, complimentary nationwide deliveries, and a dedicated online portal, MySCD.
MySCD lets you:
- Easily track patient cases
- Make quick online payments
- Safely store guarantees and warranties for your patients
- Submit orders online.
Our operating hours are between 8:30am and 5:00pm Monday to Friday AEST.
Our experienced team of clinicians and technicians can provide advice on all stages of the planning, manufacturing, delivery and fitting of our products.
You can also call our experienced Customer Solutions Team on (02) 8062 9800 Monday to Fridays between 8:00am – 5:00pm.
We include an industry-leading guarantee on all crown and bridge work for any fractures or defects that occurred as a result of the manufacturing process*
- Crowns (excluding fully milled zirconia and e.max) for a period of 5 years;
- Fully milled zirconia for a period of 10 years; and
- e.max for a period of 2 years
- Removable appliances for a period of 3 months.
At Southern Cross Dental, you can buy from us with confidence.
*Terms and conditions apply.
Southern Cross Dental is proud of the direction we have taken to ensure our customers, and their patients, receive the highest quality product and services. Our Quality Assurance approach encompasses the materials used in the manufacturing processes, equipment, highly qualified and trained staff, quality control processes, regulatory compliance, and IT systems. We comply fully with the TGA regulations, and indeed exceed the minimum required standards in a number of ways.
Sending and Receiving Cases
We accept digital impressions from any intraoral scanning system capable of producing 3D images in a stereolithography (STL) file format. These can be uploaded when submitting your case through MySCD. See how to connect your scanner here.
For physical cases, we recommend sending via Team Global Priority Service or Australia Post Express Post Service. Team Global satchels can be purchased online from Southern Cross Dental or from your local post office for Australia Post services.
In the interests of sustainability, we also encourage you to reuse the cardboard boxes we sent you when you’re returning the cases to us.
Wherever possible, please send PVS or polyether impressions. Please do not send alginate impressions, unless agreed with your Southern Cross Dental representative/our customer service team. If you are sending models, please pack carefully and send in bubble wrap/plastic boxes to minimise risk of breakage. We suggest using autoclave bags for small items and labelling your name and job number with a permanent marker.
We’ve made arranging for a Team Global satchel pick-up super easy to get your cases delivered in the fastest possible time.
You can either book through this page or by logging into MySCD. Make sure you have your SCD account number and practice phone number to hand. Please note: you won’t be able to call Team Global to arrange a pick-up.
All you need to do is ensure each case is packed in a Team Global Priority satchel and ready for pick-up by 2pm if you want the case picked up that day. It may vary in some regional areas so contact us to confirm the time. Bookings made after the cut-off time may be picked up the following business day. A fee of $17.50 + GST will be charged if the case is not ready on the driver’s arrival.
Order more satchels and clear adhesive envelopes here.
We understand things change! If you require changes to your order, it is best to get in contact with our team as soon as possible so that we can assess where we are in the fabrication process and inform you if there will be any charges involved.
Easy! We have a number of email addresses so your message gets to the right people:
Photos – [email protected]
Technical advice – [email protected]
Customer Service / invoice queries – [email protected]
Accounts queries – [email protected]
There are no differences in costs between digital and physical impressions/models. You will enjoy a faster turnaround time on your digitally processed cases.
Great question. Simply jump onto our digital area of the website, select which scanner you will be using and we will have you up and running in no time!
Once we receive your order we will send an email. It is important to note that when you send a digital scan, the receipt you receive from the portal is not an indication that the lab has received it, use our email as confirmation the scan has been received.
We provide free nationwide delivery for all cases via trusted courier networks.
You’ll be sent an email with the expected date of despatch once your case has been received in the lab. After your case has been dispatched, you’ll receive another email containing a tracking ID that you can click on to track the case. Alternatively, you can track all your cases via our secure online customer portal, MySCD.
Simply log into your MySCD PORTAL. Here you can see the estimated despatch date and also the tracking number if your case has been sent out. Easy!
We can do rapid pickups for urgent cases in the Sydney metropolitan area – please book a courier pickup using this link.
Timing
Our turnaround times usually range from 6-10 days, depending on the product and demand. The Australian-made Quest products are known for their fast turnaround times, and Quick Quest crowns now offer a 3-day in-lab turnaround. For product-specific turnaround times please visit our delivery and turnaround times page.
Our local lab is fully equipped to manage small adjustments in-house. The turnaround time is usually between 1 and 3 days, depending on demand.
An express turnaround of six days is available on request (please tick the appropriate box on the lab sheet), for an extra 20% of the stated price. Please note that due to manufacturing constraints, express turnaround is not available for Implant cases.
Prices and Payments
It’s important to know what you are paying! You can see your price list in your MySCD portal here.
Simply request a copy of our price list and product booklets. If the product you need isn’t listed, contact us on (02) 8062 9800.
The fastest way is to use the MySCD portal. MySCD is a secure online portal that allows you to manage your account with ease and convenience. In the portal, you can order online, track your orders, and make payments.
If you’d prefer not to use MySCD, we can send an invoice with your case, which needs to be paid within 30 days of issue. Payment can be made by credit card or bank transfer. A 2.6% surcharge is applicable on American Express credit card payments.
Once you receive your statement, you have until the end of the following month to pay. For example, January’s statement will need to be paid by the end of February. You can easily set up a direct debit or pay using a debit/credit card on your MySCD portal.
Using MySCD
MySCD is our easy and convenient online portal for Southern Cross Dental customers. This secure online portal allows you to order online, make payments, track and manage invoices, and so much more. All with the click of a button.
With MySCD, you can also submit and manage Invisalign cases, send us digital images and files, track your case, search all submitted orders, access promotions and redeem and download vouchers.
If you have forgotten your password for MySCD login, simply follow the instructions below:
- Click ‘Forgot my password’ on the Login page.
- Fill in the form with your account number and practice phone number.
- Click ‘I’m not a robot’, then click ‘Reset my password’.
- You will receive an email with the new password details; follow those instructions.
(02) 8062 9800