How Can We Help You?

Yes. A $15 cart discount is automatically applied at checkout on all retail web orders over $500 — no code required. The discount appears in your cart summary and effectively subsidizes your shipping cost.

Exclusions: Does not apply to wholesale orders, purchase order (PO) account orders, phone orders, or orders placed through a Xemax account representative. For full details, see our Shipping Policy.

Once your order ships, you will receive a confirmation email with a tracking number. Click the link in that email or enter your tracking number at the carrier's website. You can also log into your account and view order status under My Orders.

Standard ground shipments are sent via UPS, FedEx, or USPS Priority for select items. Expedited options (2-Day or Next-Day Air) are available at additional cost and displayed at checkout where available. Carrier selection is at Xemax's discretion and typically reflects the lowest-cost option for your location.

Orders placed by 1:30 PM Pacific Time typically ship the same business day. Orders placed after cutoff, on weekends, or on holidays ship the next business day. Processing times may increase for large orders, special order items, back-ordered items, or orders requiring additional verification.

Delivery times displayed at checkout are estimates only. Xemax does not guarantee delivery by a specific date.

Retail web orders over $500 automatically receive a $15 cart discount at checkout — no code needed. For larger volume orders, please contact us to discuss freight options and custom pricing.

C-Sponge shipping costs are calculated based on order weight, dimensions, and your selected shipping method via our rate calculator. Rates are displayed at checkout before you complete your purchase.

Certain items may require special handling, freight quotes, or additional shipping charges, including:

• Oversized or heavy items exceeding 10 lbs dimensional weight
• Freight or palletized shipments
• Equipment, carts, and large metalware
• Items requiring hazardous materials designation

Customers will be notified of freight charges prior to shipment where applicable. The $15 cart discount may still apply to qualifying retail web orders over $500 but does not override actual freight, oversized, hazmat, or special handling charges.

Carriers may charge additional fees for residential delivery, remote areas, liftgate service, signature required, or re-delivery after missed attempts. These accessorial fees are the customer's responsibility and may be invoiced after delivery if charged by the carrier.

Once an order is scanned as delivered by the carrier, Xemax is not responsible for lost, stolen, or mis-delivered packages.

For damage discovered at delivery:

• Notify the carrier immediately
• Contact Xemax within 48 hours at customerservice@xemax.com

Failure to report within 48 hours may limit eligibility for replacement.

If a package is returned to Xemax due to an incorrect or incomplete address, refusal by the recipient, failure to pick up from a carrier hold location, or missed delivery attempts, the customer is responsible for return freight charges, re-shipment fees, and any carrier storage or correction fees. Shipping fees are non-refundable.

International availability varies by product. Duties, taxes, VAT, brokerage fees, and import charges are the responsibility of the customer. The $15 cart discount may apply to qualifying retail web orders over $500 but does not reduce duties, taxes, or customs-related fees.

Canada — CARM Compliance: Canadian customers must be fully registered in the CARM Client Portal (CCP) with their own financial security posted (as of May 20, 2025). Broker security cannot be used for most goods. Shipments may be held or returned if CARM requirements are not met. CARM-related delays, returns, duties, or storage fees are the customer's responsibility. Please contact us before placing an international order to confirm eligibility.

We accept returns on non-sterile, unopened products within 30 days of purchase. Sterile or single-use items cannot be returned once the packaging has been opened. For full details, please review our Return Policy.

Please contact us within 5 business days of receipt with your order number and photos of the damage or incorrect item. We will arrange a replacement or credit promptly. Email customerservice@xemax.com or call 1-800-257-9470.

No. Due to regulatory and sterility requirements, opened sterile or single-use products cannot be returned or exchanged. Please verify product selection before opening packaging.

Contact our customer service team to request a Return Merchandise Authorization (RMA) number before sending any items back. Returns without an RMA number may not be processed. Contact us here.

For web orders placed on or after April 26, 2026, please use the Self-Serve Return option found under Return an Item.

You can order directly through our website. Browse by procedure or product category, add items to your cart, and complete checkout. For large or custom orders, contact our team for assisted ordering.

Yes, we accept purchase orders from qualified institutions and practices. Please contact us to set up a net terms account. First-time PO customers may be subject to a credit review.

We accept all major credit cards (Visa, Mastercard, AmEx, Discover), ACH/bank transfer, and purchase orders for approved accounts. Payment options are displayed at checkout.

Orders can be modified or cancelled if they have not yet been picked or shipped. Contact us immediately at 1-800-257-9470 or customerservice@xemax.com and we will do our best to accommodate your request.

Invoices are emailed automatically after your order ships. You can also access past invoices by logging into your account under Order History. For additional copies, contact customerservice@xemax.com.

Xemax also offers a self-serve customer portal for non-web customers. Contact customer service to ensure you are set up for that service.

For W-9 requests, please contact customerservice@xemax.com and we will provide it directly and securely.

The Cusp-Lok system includes multiple configurations for different clinical indications. We recommend reviewing our Cusp-Lok product guide or contacting our clinical support team who can help match the right components to your procedure. Call 1-800-257-9470 or submit a request.

The C-Sponge is a non-resorbable gauze/sponge for external use, indicated for General & Plastic Surgery applications. For full clinical data and indications for use, refer to the product IFU included in packaging or request documentation from our team.

IFU documents are included with each product as downloadable attachments. We are constantly adding documents. Digital copies are available upon request — contact customerservice@xemax.com with the product name or SKU.

Most products are available online. Some items may require direct ordering due to regulatory or distribution requirements. If you cannot find a specific product, contact us and we will assist you.

Please contact our sales team for current availability of instrument tables and monitor stands, as inventory may vary.

Xemax Surgical Products is a manufacturer of brands like Cusp-Lok and C-Sponge, and a distributor of premium surgical instruments, membranes, grafts, and consumables for dental and maxillofacial procedures.

Yes. Our products meet applicable FDA regulatory requirements. Our establishment is actively registered with the FDA.

Product	Classification	Device Class	Regulation	Specialty
Cusp-Lok	Bracket, Metal, Orthodontic	Class I	872.5410	Dental
C-Sponge	Gauze/Sponge, Non-resorbable, External Use	Class I	878.4014	General & Plastic Surgery

Registered Establishment: Xemax Surgical Products, Inc. · 712 California Blvd., Napa, CA 94559
Registration #: 1421873  |  Status: Active (2026)

For specific clearance documentation, please contact us.

Sample availability varies by product. Please contact our sales team to inquire about samples for your practice or institution.

Yes. Volume discounts are available for qualifying orders and institutional accounts. Contact our sales team for a custom quote.

Note: The automatic $15 cart discount on orders over $500 applies to retail web orders only and is not available on wholesale or PO orders.

Please contact us to discuss GPO participation and contract pricing eligibility for your organization.

Submit a quote request via our contact form or call 1-800-257-9470. Include the product names/SKUs and quantities needed and we will respond within 1 business day.