Help & Support

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Your contact options

The best way to reach Candulor Customer Service is by email or phone using the contact details below.

E: shop@candulor.com

T: +49 7731 79783 55

Your account

How do I create a Candulor webshop account?

To create a Candulor webshop account, you must fill out the registration form and confirm your email address. We will check your details and activate your webshop account.

How do I reset my password?

When logging in, click on “Forgot password.” You will receive a link to your email address that you can use to reset your password.

How do I update my account information?

You can add a delivery address in your customer account. This will be checked by our customer service team before it is stored in your account. If you want to update other information, please contact our customer service team directly at

shop@candulor.com

How do I delete my user account?

You can request the deletion of your user account via our customer service at shop@candulor.com.

What should I know about the newsletter?

When you subscribe to our newsletter, you will receive monthly updates from Candulor and SSOP (training courses). You can revoke your consent at any time. The easiest way to do this is directly in your customer account.

Order

Do you have questions about your order? You may find the answer here.

How do I place an order?

Add the desired items to your shopping cart. You can find them via the product overview or directly via the search function. You can see all added items in your shopping cart. Before you click on “Checkout” and start the payment process, please check all details again.

Important note: Once you have confirmed your order, no further changes are possible.

What happens after I place my order?

Shortly after completing your order, you will receive an order confirmation email with your order number. You can view your order immediately in your customer account.

As soon as your package leaves our warehouse, we will send you another email with the tracking number.

Can I cancel or change my order after I have placed it?

Unfortunately, once you have placed an order, you cannot change it.

If you have forgotten something, you will need to place another order.

Which prices are displayed?

You can only see prices when you are logged in. The prices displayed correspond to your personally agreed prices and already include any discounts. If you have any questions, please contact your Candulor representative.

What if an item is out of stock?

If an item is out of stock, a partial delivery will be triggered if possible. You will receive the missing item as soon as it is available again.

What can I do if I have received an item that I did not order?

We apologize for sending you an item that you did not order. In this case, please contact Customer Service at shop@candulor.com.

Shipping & Delivery

What delivery options are available?

For Germany you can choose from the following delivery options:

Express delivery: Available for items that are not classified as dangerous goods and for orders placed before 3 p.m.

UPS Express by 10:30 a.m. (DF): EUR 12.00
UPS Express by 12:00 p.m. (DK): EUR 9.90
UPS Express by 6:00 p.m. (DE): EUR 9.00

Standard delivery: Your order will be shipped normally and delivered to you within 48-72 hours. Standard delivery costs EUR 5.50 and is free of charge for orders over EUR 250.

For other countries we invoice the delivery costs individually according to the real costs.

What can I do if my package arrives damaged?

We apologize if you have received a damaged package. Ideally, you should take photos of the package immediately and contact Customer Service at shop@candulor.com as soon as possible.

In which countries can I order from the Candulor webshop?

Orders on shop.candulor.com can currently be accepted for Germany, Austria, and the Netherlands. In all other countries, we sell through our dealers. For further information, please consult the list of our partners here.

What payment options do I have?

The Candulor web shop generally charges on account. Unless otherwise agreed with us, payment is due 10 days from the invoice date.

Scan & Go

What is the Scan & Go function about?

Our shop has a Scan & Go feature that allows you to scan the QR codes on the products or barcodes in your dental storage. To use this feature, you need to connect a Bluetooth scanner to your device (smartphone, laptop, or tablet). Then open the pop-up by pressing the scanner icon in the menu bar. As long as the scan function pop-up is open, you can scan products, which will then be added directly to your shopping cart. To complete your order, you must submit your shopping cart when you are finished.

Which codes can be scanned?

Depending on the type of scanner, you can scan barcodes and QR codes. The interface recognizes the UDI codes on CANDULOR products as well as the barcodes in the drawers of the dental storage units.

Which scanners can I use?

Basically, you can use any Bluetooth scanner and then connect it to your device. Make sure that your scanner can also scan QR codes.

We have tested the following scanners in conjunction with Scan & Go:

Inateck BCST-42
Inateck BCST-23
Eyoyo Mini Wireless QR Barcode Scanner