How to Fill Out and Submit the Straumann Implant Return Form

The Straumann implant return form, officially the Straumann Guarantee Questionnaire, is the document a dental professional submits to request a replacement when a Straumann implant, abutment, or restoration fails. You have 90 days from the failure event to send the completed questionnaire together with the autoclaved product, and the clock starts the moment the failure is identified.¹ The form is available through the Straumann eShop or by calling customer service at 800-448-8168.²

Only the attending dentist or physician can file. Patients cannot submit claims directly.¹

Confirm the Product Is Covered

If the failure falls outside the guarantee’s scope, the paperwork will not save it. Coverage depends on the product category:³

Straumann implants carry a lifetime guarantee, replaced with an equivalent implant and equivalent metal abutment.
Roxolid and PURE Ceramic implants carry Lifetime Plus: replacement plus $1,500 treatment compensation on fracture.
Novaloc abutments, metal screw-retained bars and bridges, and metal or resin nano ceramic restorations are covered for 10 years.
Ceramic abutments, ceramic screw-retained bars and bridges, and ceramic restorations are covered for 5 years.

Consumables, retentive components subject to normal wear (ball anchors, matrices, inserts), CARES inlays, onlays, veneers, partial crowns, and guided surgery products are excluded.⁴ When a covered product is replaced, Straumann sends the same item or a substantially equivalent one. Chair time, lab fees, and other treatment costs are not reimbursed.¹

Conditions That Must Be Met

Every one of these has to hold. Missing any single item can disqualify the claim:⁴

The implant system was used exclusively with Straumann components, except for combinations Straumann specifically recommends.
Placement followed Straumann’s surgical instructions current at the time of treatment, along with recognized dental procedures.
You monitored the patient’s oral hygiene around the implant.
The failure was not caused by accident, trauma, or damage from the patient or a third party.
The signed questionnaire and sterilized product are submitted within 90 days of the failure.
The failed component is returned autoclaved and labeled sterile.

Only one replacement implant per tooth site per day qualifies.¹ For a Lifetime Plus claim, the standard replacement claim must be submitted and approved first; the treatment compensation claim is then filed online within six months of the fracture.⁴

Gather the Information Before You Start

The questionnaire is detailed, and Straumann uses the clinical picture to decide whether the failure was a defect or something outside coverage. Incomplete forms are one of the most common reasons for denial.¹ Pull the following together before you sit down with the form.

Customer and Product Details

Your name, customer account number, address, and phone number go at the top. For the product itself, you need the article reference number and the LOT or serial number, both printed on the original packaging and typically recorded in the surgical notes or the Straumann Implant Registry app. You also record the placement date and the removal or event date.⁵

Patient Medical and Surgical History

The form asks for a patient ID number rather than a full name, along with age and gender. You check off relevant medical conditions from a list that includes diabetes, compromised immunity, head or neck radiation, coagulation disorders, xerostomia, chemotherapy around the time of placement, substance abuse history, and allergies. Smoking status is a separate required field.⁵

The surgical section covers placement method (manual or handpiece adapter), primary stability, osseointegration, whether the implant surface was fully covered with bone, bone quality (types I through IV), whether the site was tapped, and whether you performed augmentation or used a guided tissue regeneration membrane.⁵

The Failure Event

This is where you describe what went wrong. Checkboxes cover common factors: fracture, peri-implantitis, biomechanical overload, inadequate bone quality or quantity, infection, sinus perforation, nerve encroachment, bruxism, tongue pressure, overheating of bone, and trauma. You rate hygiene around the implant (excellent, good, fair, or poor) and note symptoms present at failure, including pain, mobility, swelling, numbness, bleeding, abscess, or fistula. A free-text field asks you to explain in your own words why you believe the implant failed.⁵ Include radiographs where appropriate; the guarantee instructions call for X-rays in the return package.⁴

Sterilize and Package the Implant

The failed product must arrive autoclaved and labeled as sterile, or the claim can be voided.⁴ Federal OSHA rules also require contaminated equipment to be decontaminated before shipping, with any remaining contaminated portions labeled.⁶

Run the component through your standard steam sterilization cycle,⁷ confirm the indicator strip has changed color, and seal it in a sterilization pouch. Straumann’s instructions specify a padded mailer to protect the small component in transit; a plain envelope or unpadded box risks the implant being lost, which voids the claim.⁴

Submit the Claim

You can file electronically through the Straumann eShop or by mailing the paper questionnaire. Even when you file electronically, the physical implant still has to be shipped.

Through the eShop

Log into your eShop account, go to Self-Service, select New Return / Product Issue Feedback, and choose Report a Product Issue. The portal walks through the same fields as the paper form. If you don’t have an eShop account, apply on the Straumann website or call 800-448-8168.⁸

By Mail

Place the sterilized implant in the padded mailer along with the signed questionnaire and any radiographs. Ship via a traceable carrier (FedEx, UPS, or similar). Shipping is paid by the practice.⁹ The U.S. return address:

Straumann Returns
60 Minuteman Rd.
Andover, MA 01810¹⁰

Keep a copy of the completed questionnaire and the tracking number. That documentation is your protection if the package goes missing or if there is any dispute about what was submitted.

After You Submit

Straumann inspects the returned product and reviews the questionnaire to decide whether the failure falls within the guarantee.⁹ If the claim is approved, a replacement is shipped. For an approved Lifetime Plus fracture claim, the $1,500 treatment compensation follows once the online Lifetime Plus filing is completed within six months of the fracture.¹

If the claim is denied, you should receive a written explanation. The preventable denial reasons are the ones worth guarding against: missing mandatory fields on the questionnaire, an unsterilized product, a missed 90-day window, or evidence that Straumann components were mixed with another manufacturer’s parts.

Unopened Products Are a Different Process

The guarantee return covers failed products. If you need to send back a product that was never placed, that goes through a separate returns process with its own rules: the item must be in its original, undamaged, unmarked, and unopened package with factory seals intact, at least six months of shelf life must remain, full credit is available within 60 days of purchase, and you must obtain a return request number through the eShop or by calling 800-448-8168 before shipping. Custom products, items requiring refrigeration, capital equipment, customized CADCAM products, software, and partial returns from promotional or discounted kit purchases cannot be returned.⁹ Shipping is paid by the practice, and the package goes to the same Andover address.

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Straumann. Straumann Guarantee Questionnaire
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Straumann. Straumann Dental Implant System Lifetime Guarantee
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Straumann. Straumann Implant Guarantee Return Form
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Occupational Safety and Health Administration. 29 CFR 1910.1030 – Bloodborne Pathogens
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Centers for Disease Control and Prevention. Steam Sterilization
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Straumann. Straumann Dental Implant System Lifetime Guarantee
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Straumann. Returns Policy US
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Straumann. Straumann Returns