How to Order from Khai Nguyen Dental Lab

Khai Nguyen Dental Lab accepts cases from dental clinics and laboratories worldwide through a four-step process that works for both physical impressions and digital scans. Every step runs under our ISO 13485:2016 quality management system.

Step 1 – Send the prescription and the case

Fill in the lab prescription (restoration type, material, shade, due date) and send your intraoral scan (STL, PLY or DCM) by email to cs@khainguyenlab.vn, WhatsApp, or the case portal. Physical impressions can be shipped by DHL Express to our Ho Chi Minh City lab. Prescriptions are accepted 24/7; cases received on Vietnamese public holidays are confirmed on the next working day.

Step 2 – Case confirmation

Within working hours (08:00–19:00 ICT, GMT+7, Monday to Saturday) our coordinator confirms the indication, material, turnaround time and shipping method. If a scan is incomplete (missing bite, unclear margin) the technician flags it before production starts, so no time is lost on remakes.

Step 3 – Production and quality control

The case is designed with CAD/CAM and finished by the assigned technician. Before shipping, every restoration is checked for occlusion, contacts, shade and surface finish, then sealed, packed and photographed for your records.

Step 4 – Shipping and warranty

International cases ship by DHL Express with tracking and typically arrive within 2–4 days; digital-only cases (design files) are delivered by download. Every restoration is covered by the Khai Nguyen warranty, from 6 months to 15 years depending on material.

Questions before your first case: WhatsApp +84 902 945 585 or read the full ordering, shipping, payment and warranty policies.

Sơ đồ quy trình đặt hàng bốn bước tại Khai Nguyên Dental Lab

Four-step ordering process at Khai Nguyen Dental Lab

Request a sample case

What to put on the prescription for each case type

Every prescription needs tooth numbers, restoration type, material, shade and the seating date. Beyond that, each case type needs a few specific details, and missing them is the most common reason a technician has to message you before production can start.

Crowns and bridges on natural teeth: prepared arch, opposing arch and a bilateral bite; a preparation photo with a shade tab; a note if the patient grinds. See preparation for crowns and veneers and the ceramic materials comparison.
Veneers: facial and intraoral photos, preparation shade and target shade, an approved wax-up or mock-up, and the state of canine guidance. Our guides on dental photography for the lab and minimum veneer thickness explain why.
Implant crowns and bridges: a scan with scan bodies seated (or an implant-level impression with analogs), the exact implant system, platform and connection, and screw-retained or cemented. See implant bridges and crowns and custom or stock abutments.
Splints and removable appliances: both arches and a bite at the position you choose. A stabilization splint also needs the posterior opening and guidance scheme; a sleep appliance needs the starting protrusion; a sports mouthguard needs the sport, contact level and colours.
Surgical guides and design-only work: CBCT (DICOM) plus an intraoral scan; for design-only cases, the material you will mill or print and its minimum thickness. See what to send for a surgical guide and our dental CAD design service.

Sending scans and impressions

We accept STL, PLY and DCM files from all common intraoral scanners. Full-arch colour scans can exceed 100 MB, so use the case portal or a download link; email is usually capped at about 25 MB. Every file is checked in our next working shift for margins, holes, bite and preparation depth against the chosen material, and if something is missing you receive an annotated screenshot before production starts. Export steps for each scanner brand are in which intraoral scanners work with our lab.

Physical impressions are welcome too: we pour and scan them on a desktop scanner and continue digitally. Allow 2–4 days for the impression to reach Ho Chi Minh City before the lab clock starts.

Turnaround, and when the clock starts

In-lab working days from our laboratory brochure, before shipping:

Material	1–3 units	More than 12 units
Zirconia	2 days	4 days
Pressed ceramic	2.5 days	4 days
Zirconia with pressed ceramic	2.5 days	4 days
Zirconia on implants	3 days	4.5 days

Cases of 4 to 12 units fall in between, at 2.5 to 4 days depending on material. The clock starts when the file or impression has been approved, not when it is sent. We work Monday to Saturday, 08:00–19:00 ICT (GMT+7), closed Sunday. Design-only work returns in 12 hours, 24 hours for All-on-X, with a 2-hour express option. Planning advice is in turnaround time and shipping.

Shipping, your first case and how we stay in touch

Finished cases ship by DHL Express and typically arrive in 2–4 days, depending on the destination country; the tracking number is sent on dispatch. Where import formalities require them, a commercial invoice and copies of our Certificates of Free Sale go with the shipment.

If you have not worked with us before, your first case is free of charge; please confirm its details with our team before sending it. Day to day, write to cs@khainguyenlab.vn or message us on WhatsApp at +84 902 945 585. Updates come at confirmation, at design preview if you ask for one, and at dispatch.

Remakes and warranty

Every restoration ships with a warranty card; terms run from 6 months to 15 years depending on the product line. If a unit fails in normal use after permanent placement, return it with the card, the case number and photos. The steps, exclusions and how we assess a claim are set out in our remake and warranty policy.