Frequently Asked Questions & Practice Support Guide
Frequently Asked Questions
Everything You Need to Know About Working With BJM
We've put together answers to some of the most common questions from our dental practice clients.
Can't find what you're looking for? Our friendly team is always happy to help.
Collection & Delivery
Q: Do you offer free collection and delivery?
Yes! We provide a complimentary collection and delivery service for dental practices along our regular South London courier routes.
Q: Can I arrange a same-day collection?
Absolutely. Simply contact the laboratory before 10:00 AM, Monday to Friday, and we can usually arrange collection that day if your practice is on our scheduled route.
If you're outside our usual collection area, please contact us to discuss available options.
Denture Repairs & Turnaround Times
Q: How quickly can you repair a denture?
For repairs collected from dental practices, we aim to complete most straightforward cases by the next working day, where required.
We also offer a walk-in denture repair service for members of the public, with many simple repairs completed in approximately one hour while you wait.
More complex repairs, including those requiring specialist procedures such as laser welding, may take longer.
Q: What are your standard laboratory turnaround times?
Our standard turnaround times vary depending on the type of work:
- Denture stages: 5 working days
- Chrome and flexible dentures: 10 working days
- Nightguards, bleaching trays and Essix retainers: 3 working days
- Crown, bridge and CAD/CAM restorations: 8 working days
- Denture repairs, additions and relines: Next working day where applicable
Please visit our Turnaround Times page for further details.
Nightguards & Dental Appliances
Q: Are protective cases included with your appliances?
Yes. We provide suitable storage cases for our nightguards and other applicable removable appliances free of charge, for both NHS and private work.
Technical Support & Communication
Q: Can I speak directly to a dental technician?
Of course! One of the advantages of working with BJM is having direct access to our experienced, GDC-registered dental technicians.
Whether you need advice on materials, case suitability or technical requirements, our team is available to help.
Q: Can I send photographs or videos to discuss a case?
Yes. You can send relevant case photographs and videos to our laboratory by email.
WhatsApp communication is also available on request for convenient case discussions.
Please ensure any patient information is shared appropriately and securely in accordance with your practice's data protection procedures.
Digital Dentistry
Q: Do you accept digital impressions and intraoral scans?
Absolutely! We accept digital scans directly through the iTero network, as well as compatible STL, PLY and OBJ files submitted by email.
If you're unsure how to connect your scanner or submit a digital case, our team will be happy to guide you through the process.
Urgent & Express Cases
Q: Can you accommodate urgent laboratory work?
We understand that unexpected situations arise and sometimes a case simply can't wait.
Where possible, we offer an express service for urgent cases, subject to laboratory capacity and the type of work required.
Please contact us as early as possible so we can discuss your requirements and confirm what's achievable.
Billing & Payments
Q: When will I receive my laboratory invoice?
We issue itemised invoices electronically on the last working day of each month, with payment requested within 15 calendar days.
Q: What payment methods do you accept?
We accept BACS bank transfers, Visa, Mastercard, American Express, Apple Pay, Google Pay and supported Pay by Bank payments.
Please visit our Billing Information page for full payment details and any applicable processing fees.
Still Have Questions?
We're always happy to discuss your laboratory requirements, provide technical guidance or help you get started with BJM.
Contact our friendly team today — we're here to help.
Getting Started With BJM
Q: I'm considering switching dental laboratories. How do I get started?
Making the switch to BJM is straightforward. Simply contact our friendly team to discuss your requirements, request a price list or arrange your first case.
We're happy to answer any questions about our services, turnaround times and collection arrangements before you get started.
Q: Can I send just one case, or do I need to commit to regular work?
Absolutely! Whether you need assistance with a single case or are looking for a long-term laboratory partner, we're happy to help.
There are no minimum monthly case commitments, allowing your practice to use our services whenever you need them.
Pricing & Discounts
Q: Do you offer discounts for practices that send regular work?
Yes! Our volume-based pricing structure automatically rewards practices based on their monthly invoice volume.
- Bronze: 1–25 invoices per month — Standard rates
- Silver: 26–45 invoices per month — 10% discount
- Gold: 46+ invoices per month — 15% discount
Each practice is assessed individually, with discounts applied to eligible laboratory fees.
Visit our Pricing page for full details.
Case Planning & Technical Advice
Q: Can you advise on suitable materials for a particular case?
Of course! Our GDC-registered dental technicians are happy to discuss available material options, technical requirements and laboratory considerations.
We can provide practical guidance to support your treatment planning, while all clinical decisions remain with the prescribing dentist.
Q: What happens if there's a problem with my case or prescription?
Clear communication is an important part of our service.
If we identify missing information, technical concerns or potential manufacturing difficulties, we'll contact your practice to discuss the available options before proceeding where necessary.
Our aim is to resolve queries promptly and minimise unnecessary delays.
Digital Dentistry
Q: Do I need an iTero scanner to send digital cases?
Not at all! Although we accept scans directly through the iTero network, we can also receive compatible STL, PLY and OBJ files from other intraoral scanning systems.
Simply email your exported files to our laboratory, and contact us if you need assistance with compatibility or submission.
Q: Can you produce 3D-printed models from my digital scans?
Yes! Our digital laboratory services include 3D model production from compatible intraoral scan files.
We can produce models to support a range of restorative and prosthetic workflows, including crown and bridge cases.
Contact our team to discuss your specific requirements.
Sending Your First Case
Q: Do you provide laboratory prescription forms?
Yes! Our printable laboratory prescription forms are available to download directly from our website.
Simply visit our Download Lab Dockets page, select the appropriate form and include the completed prescription with your case.
For digital submissions, please ensure the relevant prescription and case instructions are supplied alongside your scan files.
Q: What are the benefits of working with an independent dental laboratory?
Choosing an independent laboratory means enjoying a more personal, collaborative approach to your laboratory work.
At BJM, you'll have direct access to experienced GDC-registered technicians, dedicated local collection and delivery services, and a team that takes the time to understand your practice's individual requirements.
We combine the craftsmanship and personal attention of an independent laboratory with modern digital technology and competitive, transparent pricing.
Big enough to support your practice. Small enough to know your name.
