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The 5-Day Guarantee

Repair Turnaround Program · Full Terms & Conditions

We beat the clock, or you get a credit.

Ship us your handpiece — or hand it to us at pickup — and we will have it repaired and back at your office within 5 business days. If we miss, you get a 10% credit on the repair, applied automatically to your account. No claim forms, no phone calls.

How the Clock Works

  • Start (Day 0): the clock starts when the carrier (UPS, FedEx, or USPS) takes possession of your package. The timestamp shown in the carrier’s tracking portal serves as the official record.
    • Before 4:00 PM ET: if the carrier receives the package before 4:00 PM Eastern Time, Day 0 is that same day.
    • At or after 4:00 PM ET: if the carrier receives the package at or after 4:00 PM ET, the next business day becomes Day 0.
  • The Deadline (Day 5): we must have the repaired handpiece delivered back to your office by the end of Day 5, counting business days only. The clock stops when the carrier marks the package delivered to your office, regardless of the time of day it arrives. Business days are Monday through Friday, excluding U.S. federal holidays.

EXAMPLE

Carrier scans your package at 2:30 PM ET Monday, so Monday is Day 0. Day 5 is the following Monday. If the repaired handpiece is delivered any time that Monday, the package is on-time. If it is scanned at 4:45 PM ET instead, Tuesday becomes Day 0 and the deadline shifts one business day later.

Local pickup and delivery

For repairs collected by Northshore’s own pickup service, Day 0 is the business day scheduled for collection, not the day the request was submitted. If the scheduled day falls on a weekend or U.S. federal holiday, the next business day becomes Day 0. The clock stops when we deliver the repaired handpiece back to your office. If the handpiece is not available for collection when our driver first arrives, the clock instead starts the day we take possession.

How the Credit Is Calculated

The credit is 10% of the subtotal of the repair line items that were late, not the entire invoice. Each handpiece is judged against the clock on its own; if a shipment contains several items and some return on time, only the late items earn the credit. The credit is figured on the repair labor and parts subtotal, excluding shipping, taxes, and account-level fees. Credits post to your Northshore account toward future invoices; they are not paid in cash. There is no monthly or per-account cap.

EXAMPLE

Three handpieces ship together. Two miss the Day 5 deadline, one is on time. The credit is 10% of the combined subtotal of the two late line items. The on-time item earns no credit.

Your Sole Remedy

The 10% credit is your sole and exclusive remedy for a late turnaround under this program. Northshore is not liable for any other costs, including downtime, lost revenue, or rental/loaner fees.

What Is Covered

The 5-Day Guarantee applies to all standard handpiece Overhauls and TLC (tune-up) services. Water line repairs and fiber optic repairs are not covered, because those parts can be harder to source; they are still repaired as usual, just without the 5-day clock.

What Pauses or Voids the Clock

  • Carrier delays in transit: we measure door-to-door but do not take responsibility for carrier delays. A carrier delay applies only when the estimated delivery date assigned at the first scan is later pushed back while in transit; if that estimate slips, inbound or outbound, the 5-day clock is extended by the length of the delay rounded up to the nearest business day. A package that is simply slow but arrives on or before its original estimate is not a delay. Weather and other force-majeure events are treated the same way. Carrier delay extensions apply only to carrier-transported legs; legs handled by Northshore’s own vehicle receive no delay extension except for weather and force-majeure events, which are treated the same way for both.
  • Approval holds: if a repair needs your sign-off on a quote, the clock pauses from when we contact you until we receive your approval.
  • Parts on backorder: if a required part is on manufacturer backorder, the clock pauses for that item until the part is in hand.
  • Out-of-production handpieces: if a unit is discontinued and service parts are unavailable, such that the only path is a used handpiece or used components, the guarantee does not apply to that item.
  • Beyond economical repair: units we determine cannot be economically repaired are not covered.
  • Incomplete or misdirected shipments: packages sent without required information, to the wrong address, or that we cannot identify to an account.
  • Payment status: accounts on credit hold or past due at the time of receipt are not eligible to participate.

When the clock pauses, it resumes the next business day after the condition is resolved.

Eligibility

  • Active accounts: open to Northshore accounts in good standing.
  • Covered services: standard handpiece Overhauls and TLC services, as above.
  • Ship on our label or use our pickup service — the package must be shipped using a Northshore-generated label, or collected through Northshore’s scheduled local pickup service. This keeps every repair tracked end to end, which is what lets us measure the clock fairly and apply credits automatically. Other shipping labels are not eligible.
  • Program changes: we may modify or end the program with notice; the terms in effect at the time of receipt apply to that repair.

Effective July 5, 2026; revised August 17, 2026. We may update these terms; the version in effect at the time your package is received applies to that repair.

Questions about the Guarantee?

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