The journey at a glance
- Create your account and verify your email.
- Complete onboarding: clinic details, address, tooth numbering and scanners.
- Set up your team and shipping addresses.
- Add points, the prepaid balance that pays for orders.
- Connect your scanner cloud so the cases you send arrive as orders.
- Choose partner labs from the verified network.
- Place an order, from your scanner or by hand.
- Approve the order sheet, then the design. Points are charged at design approval.
- The lab produces and ships the case, and you track it.
- Confirm receipt, or raise a claim if something is wrong.
Only two moments in a normal order need you: approving the lab's order sheet and approving the design.
Who does what
HERi2go is a broker platform. Your clinic places orders, and a partner dental lab in South Korea designs and fabricates the restoration. The lab is responsible for fulfilling the order and for the quality of its work. HERi2go runs the platform and payments, and can mediate disputes.
HERi2go is operated by HERIBIO INC, headquartered in Seoul, which also hosts the platform's data in Korea. In the United States the service is provided by HERIBio USA, which is also the merchant of record for payments.
Step 1: Create your account
Whoever signs up becomes the clinic's Owner. Colleagues join later by invitation.
On the clinic sign-up page, enter a login email, password and name, or use Google or Apple. You must accept the HIPAA Business Associate Agreement before you can submit, and creating the account accepts the Terms of Service, Privacy Policy and Mall Terms of Use. Choose the login email carefully: it can't be changed later.
HERi2go then emails a verification link. It works once and expires after 7 days.
Step 2: Complete onboarding
The verification link opens a short setup with three screens:
- Clinic Identity. Clinic name, phone and EIN are required.
- Primary Address. This becomes your default shipping address, so use the address where restorations should arrive.
- Order Support Information. FDI or Universal tooth numbering, the intraoral scanners you use (at least one), and optionally up to five implant brands and models so labs can prepare matching parts.
No credit card is needed. Finish in one sitting if you can: canceling onboarding deletes the new account, and a sign-up that never reaches the end is removed after two days.
Ticking scanners during onboarding only tells labs what you use. It doesn't connect your scanner to HERi2go. That happens in Step 5.
Step 3: Set up your team and addresses
Clinic settings are Owner-only. You can keep up to ten shipping addresses, one marked as the default.
The Owner invites colleagues by login email from Member Management. Invitations last 7 days. New members start with no extra access, and the Owner grants two permissions per person:
- Order: create, submit and follow orders, including approving designs. Approving a design spends the clinic's points, so grant it deliberately.
- Points Management: view the balance and transaction history.
Only the Owner can buy points.
Step 4: Add points
Orders are paid with points, a prepaid balance that belongs to the clinic. Lab prices are shown in points, and the whole team spends from one wallet.
The Owner tops up by clicking the balance in the header and choosing a package. Each package shows its dollar price, and some include bonus points. Payment runs through Stripe by card or US bank account (ACH), and HERi2go doesn't store your card numbers.
- Placing an order costs nothing. Points leave the wallet when you approve the design. The shipping fee is charged later, when the lab finalizes a shipment.
- Points don't expire, and there are no inactivity fees.
- Refunds are per top-up. A top-up can be refunded only if every point from it is still unused. Bonus and promotional points aren't refundable.
- Bank transfers can fail afterwards. If an ACH payment doesn't settle, the matching points are taken back, which can leave the balance negative.
An Upcoming Charges card totals what is about to leave the wallet, so you can catch a shortfall early.
Step 5: Connect your scanner cloud
HERi2go works with iTero, MEDIT, 3Shape, Dentsply Sirona DS Core, DEXIS and SHINING 3D. In your scanner's cloud, add the HERi2go account for that scanner as a partner or case recipient. The addresses are listed in the app under Guide → Cloud Connection. Then send cases as usual.
One connection covers the whole clinic, so you don't repeat it for each lab. HERi2go has to accept the connection first, and cases sent before then don't come through, so order by hand until it is active.
A connected case appears in your order list with the patient name, tooth numbers, shade, material and scan files filled in. To avoid problems:
- Fill in tooth numbers in the prescription. If they are missing, HERi2go staff complete the order by hand, which takes longer.
- Name the material precisely. "Crown e.max" and "crown zirconia" become different products.
- Check the shade and material on each imported order. Some scanner exports carry less detail than your prescription. Fix anything wrong through the order chat.
Our guide to sending intraoral scans to a dental lab covers what a complete scan includes.
Step 6: Choose partner labs
The Laboratories menu lists every lab HERi2go has verified. You can browse them all, but you can order only from your partner labs. Each lab's page shows its rating, reviews, holidays, specialties and supported scanners.
To add a lab, choose Request Partnership on its page and consent to what the lab receives with your orders: recipient name, contact number, shipping address, the order amount and whether you have enough points. Nothing is shared until you actually order from that lab. HERi2go, not the lab, approves the request. Prices are visible once a lab is your partner.
Automated approvals
Each partner lab has two optional switches, both off by default:
- Auto-approve orders accepts the lab's order sheet as soon as it is sent. Nothing is charged at that step.
- Auto-approve designs approves designs for you, so points are charged and production starts without your review.
An auto-approval counts as your own approval, and you take full responsibility for it. It never spends points you don't have. Rush orders are approved automatically at both steps, unless the lab requires your design approval or your balance is short.
Step 7: Place an order
Scanner cases arrive on their own. To enter an order by hand, open New Order and confirm a partner lab. The products, prices and lead time come from that lab. Then:
- Upload scan files. STL, PLY, OBJ, 3MF, DCM and DXF are accepted, along with PDFs, photos and ZIP archives, up to 300 MB of scan files per order.
- Fill in the case: patient name, scanner, requested delivery date and shipping address. Add a request note for the lab.
- Add products to specific teeth, with the lab's options and the shade.
- Mark rush if needed. Rush carries a surcharge shown in the order total, and a rush case always ships on its own.
Temp Save creates a draft only your clinic can see. The review page shows the estimated points, and Submit Order sends the case to the lab. You can still pull it back for editing while the lab is reviewing it.
Some products are design-only, with nothing shipped; see design-only orders.
Step 8: Approve the order sheet, then the design
Order approval: no charge
The lab reviews and prices your case. The quote can differ from the list price. Check the price, teeth, shade and date, then approve or reject with a written reason. Neither one moves any points.
Design approval: this is when you pay
When the design is ready, open it in the 3D viewer in your browser or the mobile app and check the margins, contours, contacts and occlusion.
- Approve, and the order total is deducted from your points and production starts.
- Reject with a specific reason, and the lab revises it at no charge.
A low balance doesn't stop you from submitting an order, but it does block design approval. The Owner can top up right from the approval dialog; Staff need to ask the Owner.
Step 9: Production, shipping and tracking
When cases are finished, the lab groups those going to the same address into one shipment. They share a courier and tracking number, and the shipping fee is charged once per shipment, not per order. The fee depends on your clinic's tier and is taken from your points when the lab finalizes the shipment. If the balance is short at that point, the shipment waits until you top up.
Once the lab registers tracking, the order moves to In Transit and the carrier's scans update it from there. To change the shipping address, ask the lab in chat before the case ships. For what drives lab timing, see dental lab turnaround times.
Step 10: Confirm receipt
After delivery the order waits for you to confirm it. Confirming closes the transaction and makes the order eligible for the lab's settlement, so do it once you have checked or seated the restoration. You'll rate the lab at the same time. The rating starts at five stars and feeds the lab's public score, so adjust it first. Confirmation can't be undone.
If you don't act, the order confirms itself after a set period, currently three days after delivery, with the same effect as confirming by hand. If something is wrong, file a claim before then.
When something goes wrong
| Situation | What to do | Cost |
|---|---|---|
| The patient postponed | Put the order on hold. Nothing moves until you release it. | None |
| Case called off before design approval | Cancel the order | None |
| Case called off after design approval | Cancel before it ships | A cancellation fee may apply. The dialog shows it before you confirm, and it never applies to shipping. |
| Defective, damaged or wrong item | Submit a claim before confirming receipt | Resolved case by case |
| A finished case needs redoing | Create a remake order | A new order priced by the lab |
Claims open once the order is in transit and stay available until you confirm receipt. Choose a reason, describe the problem and post photos in the order chat. Filing a claim pauses automatic confirmation. A claim can end in a partial correction, a remake, a refund in points or a settlement both sides agree on, with HERi2go mediating where needed.
Remakes copy the original teeth, products and options into a new draft. Attach fresh scans and submit it. Any remake discount is up to the lab. See how to reduce crown remakes for the common causes.
Chat, translation and the mobile app
Each order has its own chat room shared by your clinic, the lab and HERi2go. You can send messages, files and photos, and a Translate link appears under messages in another language.
Order updates aren't emailed. They arrive as in-app and push notifications. The HERi2go CLINIC app for iPhone and Android lets you follow orders, chat and review designs on your phone. On iPhone, push notifications work only through the app.
Frequently asked questions
Do I need a credit card to sign up?
No. You can sign up and submit orders without one. You need points when you approve a design and when the lab finalizes a shipment.
Can I order from any lab on HERi2go?
Only from partner labs. Request a partnership on the lab's page and HERi2go reviews it.
My scanner case didn't arrive. What should I check?
Check that it went to the right HERi2go address for that scanner, that the connection was active when you sent it, and that the prescription has tooth numbers. If it's urgent, enter the order by hand and cancel the duplicate later.
Where can I get help?
For a case in progress, the order chat reaches the lab fastest. For anything else, use HERi2go Inquiry or the support chat in the app, or email heribio@heribio.com.