FAQ

Yes! We offer free shipping on orders of $299+ across Canada, $199+ across Ontario, and $99+ across the GTA (before tax).

Orders are normally processed within one (1) business day. Deliveries within the Greater Toronto Area (GTA) typically arrive within 1-2 business days after shipment; deliveries to other provinces generally take 3-7 business days. You will receive tracking information via email.

Orders may be modified or cancelled any time before they are shipped. Once an order has been shipped, it cannot be cancelled. Special-order items cannot be cancelled, so please contact us immediately if anything on your order needs to change.

Currently, we only ship within Canada. We’re working on expanding our shipping options in the future.

No, you can check out as a guest. However, creating an account allows you to track your orders and manage your clinic’s information more easily.

Click My account at the top of ebiko.ca and enter your clinic email address. We email you a one-time verification code — entering it signs you in and creates your account automatically.

EBIKO accounts are passwordless, so there is nothing to reset. Each time you sign in we email a one-time code to your address — as long as you can read your clinic email, you can always get in.

Sign in to My account to update your profile and saved addresses. For changes to the billing details that appear on invoices, email info@ebiko.ca and we will update your file.

Sign in to My account and open Orders — every EBIKO order is listed there with its status and details.

Your order confirmation email contains your order summary. For a formal PDF invoice — including older orders — email info@ebiko.ca with the order number and we will send you a copy.

Yes. Sign-in is by email code, so any team member with access to the clinic’s inbox can sign in. Most clinics use a shared address such as their front-desk email so orders and history stay in one place.

Yes. Save each location as a separate shipping address in your account and choose the right one at checkout. Multi-location groups that want consolidated billing or statements can email info@ebiko.ca.

Yes — click the heart icon on any product to save it to My Wishlist, and build re-order lists from your account. Wishlists can also be shared with colleagues.

Credit and debit cards, Interac e-Transfer, PayPal, Shop Pay, Apple Pay, and Google Pay at checkout. Clinic accounts can also arrange e-transfer, cheque, bank transfer, or invoice payment terms.

Yes. Call 437-878-4588 and we can take your card by phone, or send you a secure payment link by email so you can complete the payment yourself.

Yes, Interac e-Transfer is accepted. The e-transfer details are shown on your invoice, or contact us and we will send them to you.

Yes, by arrangement for clinic accounts. Email info@ebiko.ca before sending payment and we will confirm the details.

Yes. Established Canadian dental clinics can request invoice terms (typically Net 30). Contact us to set this up for your account.

Yes. Email info@ebiko.ca with the invoice number and the correct billing details and we will reissue the invoice.

Yes. We can send invoices and receipts to your bookkeeper, accountant, or a dedicated billing inbox — just tell us which address to keep on file.

Yes. We can email your clinic a monthly statement showing invoices and any open balance. Ask us to enable statements for your account.

Yes. Bulk and case-quantity pricing is available on many lines — email your product list to info@ebiko.ca for a volume quote.

Yes. Multi-location groups and DSOs can qualify for group pricing across their locations. Contact us to discuss your volumes.

Yes — our Price Match Plus program matches any verifiable price on an identical item from an authorized Canadian dental supplier, then takes a further 5% off. See the Price Match page for the conditions.

Yes. Send us your setup or supply list — a spreadsheet, or even a photo of a handwritten list — and we will return an itemized CAD quote.

In many cases, yes. Samples are available on select consumable lines, and demos can be arranged for equipment such as endo motors and curing lights. Availability varies by manufacturer.

Email info@ebiko.ca or call 437-878-4588 with the product name and your clinic address, and we will arrange it.

Eligible products can be returned within thirty (30) days of receiving your order, provided they are unused, unopened and sealed, in their original packaging, and in resalable condition. Just email us at info@ebiko.ca and we’ll take you through the process.

We want you to be completely satisfied with your purchase. You have thirty (30) days from the date you receive your order to request a return. Products must be unused, unopened and sealed, in their original packaging, and in resalable condition. Special-order items cannot be returned. Please have your receipt or proof of purchase ready when initiating a return.

Disposable items cannot be returned if they have been opened. To be eligible for a refund, these items must remain unopened, in their original, sealed, and re-sellable condition.

To initiate a return, please contact us at info@ebiko.ca before sending anything back. Approved returns should be sent to:

361 Steelcase Rd W, Unit 8
Markham, ON L3R 3V8

We cover reasonable return shipping costs when the return is due to a defective product, a quality issue, shipping damage, or an incorrect item shipped by us. For returns unrelated to an EBIKO Dental error (for example, a wrong product ordered or a product no longer needed), return shipping is the customer’s responsibility, and original shipping charges are non-refundable.

Please inspect your order promptly upon arrival. If any item is defective, damaged, missing, or incorrect, contact us within 72 hours of delivery and we will review the issue and provide an appropriate resolution.

The following items are not eligible for return, exchange, or refund: opened handpieces or equipment; special-order items; expired or short-expiry clearance products; open-box products; personalized or customized items; items that cannot be returned to the manufacturer; and personal protective equipment.

Once your return is received and approved, we normally issue your refund within 1-2 business days. Depending on your bank or financial institution, it may take an additional 3-5 business days to appear on your original payment method. If you haven’t received your refund after that, contact us at info@ebiko.ca.

Some products can be customized or special-ordered through the manufacturer — contact us to check what is available. Please note that personalized, customized, and special-order items cannot be returned.

Yes. Equipment sold by EBIKO includes a 12-month manufacturer-backed warranty serviced through EBIKO Dental, unless a different period is stated on the product page or your invoice.

On the invoice date of your purchase.

No registration is needed. Your EBIKO invoice and the unit’s serial number are your proof of coverage — we record equipment serial numbers on the invoice.

It is on the manufacturer’s label on the unit — often near the base, the battery compartment, or the charging port — and it is printed on your EBIKO invoice for equipment purchases.

Your invoice number, the unit’s serial number, and a short description of the issue. Photos or a short video help us assess the problem faster.

Manufacturing defects in materials and workmanship under normal clinical use.

Physical damage, liquid ingress, unauthorized repair or modification, and normal wear items such as files, seals, and batteries.

Email info@ebiko.ca or call 437-878-4588 with your invoice number and serial number, and we will take it from there.

Yes. We troubleshoot with you first — settings, charging, error indicators, a short video of the issue — and many problems are resolved without sending the unit anywhere.

In many cases, yes. Contact us with your model and the part you need and we will confirm availability and pricing.

Yes. We still help with troubleshooting after expiry, and out-of-warranty repairs or replacements are quoted case by case.

Warranty service through EBIKO applies to equipment purchased from EBIKO. For units bought elsewhere, contact us — depending on the brand we may be able to arrange paid service or direct you to the manufacturer.

No. Consumables and wear items — files, tips, seals, batteries, and similar — are excluded from warranty coverage.

When possible, yes. Loaner availability depends on the model and current stock — ask when you open your service request.

We start troubleshooting as soon as you contact us. If the unit needs to come in, we will confirm the expected assessment time when your claim is opened — simple cases are often resolved within a few business days.