Send a Physical Case

Physical cases are usually lost in transit, not in the lab. Here is how to pack, label and ship impressions and models so they arrive usable - and what paperwork to include.

Shipping address

Laboratory address: 7B1/7/F, Building 2, Xunyan Technology Park, Fuyong Town, Bao'an District, Shenzhen, China. Always confirm the current address with your case coordinator before the first shipment - courier addresses change more often than websites do.

If something arrives damaged

We photograph the damage on arrival, report it to you the same working day, and agree the remake path before processing. Transit-damaged cases are handled under our remake policy with the freight responsibility agreed case by case.

Step by step

1. Complete the Rx form
Restoration type, material, shade, margin notes, patient code. Downloadable RX forms are in the Downloads centre; your own form works too as long as it covers the essentials.

2. Disinfect, then pack
Clean and disinfect impressions before packing. Wrap items individually - impressions in sealed bags, models in bubble wrap - and fill the box so nothing can shift. Fragile items get a rigid box marked FRAGILE.

3. Label components separately
Implant parts, bite registrations and small accessories go in labelled, sealed bags. Write the case number on every bag and on the box.

4. Choose a courier
DHL, FedEx and UPS all deliver to our Shenzhen laboratory reliably; express services (UPS Saver, DHL Express 12:00) are recommended for time-critical cases. You may use your own courier account or our discounted rates.

5. Customs paperwork
Attach a commercial invoice describing the contents accurately (e.g. "dental impressions / models for dental laboratory processing"). Accurate declarations prevent the customs delays that push delivery dates.

6. Send us the tracking number
We match your tracking to the case and confirm receipt the working day the parcel arrives - including any transit damage, which we photograph and report immediately.

Models, impressions and cases arriving at the lab

Dental models and moulds in production at Istar

Finished restoration photographed at the Istar lab

Technicians collaborating on a case in the Istar lab

Frequently asked questions

Can we consolidate several cases in one parcel?

Yes - and we recommend it for international shipping. Pack each case in its own labelled inner box with its own RX, and include an itemised packing list.

Who pays return shipping for remakes?

Laboratory-side remakes: we cover the remake's production; return freight responsibility follows the remake policy and is agreed per case.

Turnaround & Shipping · Remakes & Warranty · Downloads

Ready to send your first case?

Request the price list or tell us about your first case - a named coordinator replies with the next step, not a sales script.

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Content owner: Istar Dental Lab (case coordination team) · Last updated: 2026-10-28