Questions, answered.
Short answers on ordering, shipping, returns, warranty and care. Can’t find yours? Call 877.899.1861, Monday to Friday, 9am – 5pm EST.
Ordering
Buying direct or through a dealer.
Do I need an account to place an order?
No. You can add products to your cart and place an order directly. We do recommend creating an account.
Can I order through my dental supplier?
Yes. HiTeck is sold through authorized dental suppliers in Canada and the United States, or you can order direct from us. Already order from one of our dealers? Ask for HiTeck on your next order.
Can I get a quote for my clinic?
Yes. Email sales@hiteckmedical.com or call 877.899.1861 toll free. Catalogue numbers speed up the answer.
Can you personalize instruments with our name?
Yes. We can etch your name on our instruments free of charge. Delivery time may change depending on the type of instrument. Personalized instruments are not eligible for return unless there is a defect in design, materials or workmanship.
Shipping
What it costs, where we ship, and how fast.
How much is shipping?
Nothing. Every order ships free, with no minimum.
Where do you ship?
All over Canada and the United States.
How quickly will my order ship?
Orders ship within 1 business day. Some low-volume specialty items are made to order and take longer. Need it sooner? Call 877.899.1861 before you order.
Returns
The 30-day guarantee, separate from the warranty.
Can I return an instrument?
Yes. Every HiTeck instrument carries a 30-day guarantee, for any reason. If it doesn’t meet your expectations — not only if it’s defective — return it with a copy of your invoice for an exchange or a full refund.
I bought from a dealer. Where do I return it?
Return it to us or to your dealer, with a copy of your invoice.
What happens after 30 days?
After 30 days from the invoice date, the warranty takes over. Either way, the invoice has to come back with the instrument.
Warranty
What’s covered, for how long, and how to claim.
What does the warranty cover?
Defects in workmanship and materials, and failure to conform to our published specifications. If an instrument fails, we repair or replace it at our expense — or refund what you paid — including shipping back to you.
How long is my instrument covered?
It depends on the instrument, because instruments last different lengths of time in practice. Periods run from 6 months for mirrors, scalers and curettes, which wear by design, to 13 years for forceps, rongeurs, rubber dam forceps and punches, and spatulas. Anything not named on the warranty page is covered for one year.
When does the warranty start?
At delivery, not at first use. A repair or replacement does not restart the clock — the original period continues.
Do I need to register my instruments?
No. Your invoice is the only paperwork.
What isn’t covered?
Wear and tear, damage and mistreatment; blades worn 30% or more (that’s sharpening); negligent use, storage or handling; excessive heat, pressure or chemicals; phenols or incompatible chemistry; anything modified or serviced outside HiTeck; and complimentary, used or refurbished products. Third-party instruments carry their own manufacturer’s warranty.
How do I make a claim?
Email warranty@hiteckmedical.com with the catalogue number, your invoice number and what happened. We reply with an RMA number and return instructions — don’t ship anything without one. Clean and sterilize the instrument, include your invoice, and send it in. We repair, replace or refund at our expense, including shipping back to you.
Prefer to call? 877.899.1861 toll free, Monday to Friday.
Care & reprocessing
Cleaning and sterilizing, from our Instructions for Use.
Are instruments sterile when they arrive?
No. HiTeck instruments are supplied non-sterile. Clean, lubricate and sterilize them before every use, including the first.
How should I clean and sterilize them?
Start cleaning within 2 hours of use, use neutral-pH (6–8) detergents at every step, lubricate moving parts, and sterilize in an approved steam cycle. The full procedure, step by step, is in our Instructions for Use.
What is the hottest approved steam cycle?
134°C (273°F), pre-vacuum, wrapped: 3 minutes exposure and 15 minutes minimum dry time. Exposure may run longer than the minimum, never shorter. All approved cycles are listed in the Instructions for Use.
What should I keep away from my instruments?
Chlorides and oxidisers — saline, bleach and some disinfectant wipes cause pitting corrosion in stainless steel, and once a pit forms nothing brings it back. Keep resin and silicone handles away from phenols.
My instruments are stained. Are they defective?
Almost certainly not. Nearly all staining is minerals or residue on the surface, not a defect in the steel, and the colour tells you the cause. Our Instructions for Use explain each one.
Products & services
What we make, and how we help you choose.
What do you make?
Diagnostic, periodontal, restorative, surgical, endodontic and orthodontic instruments, and the sterilization cassettes that carry them — over 15,000 instruments in all.
Can you help me choose instruments?
Yes. Book a free 30-minute call with a HiTeck instrument specialist — new office setup, a product demo, or switching from another brand. No cost, no obligation.
Can you make a new instrument, or change an existing one?
Have a concept for a new instrument, or a change to an existing one? We work with customers to bring it to market.
Do you offer CE courses?
Yes. We host and sponsor CE courses for dental professionals across North America, led by practicing clinicians. Dates for the next run are being confirmed — register your interest and you’ll hear first.
Do you have a catalog?
Yes. Download the HiTeck catalog as a PDF.
Contact
One team in Mississauga answers.
How do I reach you?
Call 877.899.1861 toll free or 416.273.6887 direct, Monday to Friday, 9am – 5pm EST. Email sales@hiteckmedical.com for products, pricing and quotes, info@hiteckmedical.com for orders and returns, or warranty@hiteckmedical.com for warranty claims.
Where are you located?
We have two addresses, one in Canada and one in the United States.
Canada — head office and warehouse
2-4170 Sladeview Crescent
Mississauga, ON L5L 0A1
United States
1400 Broadfield Boulevard, Suite 200
Houston, TX 77084
Still have a question?
A person who knows the instruments answers — product questions, orders, warranty claims or care.
