Questions & Answers
Got questions? We’ve got answers.
This page lists our frequently asked questions. It covers orders, shipping, returns, bulk, and custom work for customers across the United States. If your question is not in these frequently asked questions, contact us. You can also browse the sections below for more frequently asked questions.
What types of products does Intrace USA offer?
Intrace USA specializes in high-quality stainless steel surgical, dental, and veterinary instruments. Our catalog includes diagnostic tools, forceps, scissors, needle holders, implant sets, and more—engineered for precision and reliability across clinical disciplines.
Where is Intrace USA based?
We are proudly headquartered in Atlanta, Georgia, where all instruments are inspected, distributed, and supported by our U.S.-based team.
Are your instruments compliant with industry standards?
Our instruments are manufactured from surgical-grade stainless steel and inspected in the United States before distribution. Pilotis Tech LLC, trading as Intrace USA, is a registered device establishment with the U.S. Food and Drug Administration. Establishment registration is an administrative filing; it does not constitute FDA approval or clearance of any device.
Are your instruments sterilized before delivery?
Unless otherwise specified, all instruments are delivered non-sterile and must be sterilized prior to clinical use, in accordance with your facility’s protocols.
How can I place an order?
Orders can be placed directly through our website at www.intrace.us. For custom or bulk orders, feel free to contact us directly at info@intrace.us or (404) 919-6896.
What payment methods do you accept?
We accept all major credit cards, and bank transfers. Bulk and institutional orders may qualify for invoicing terms upon approval.
Do you offer bulk discounts or special pricing?
Yes. We offer volume-based discounts, custom quotes for large orders, and exclusive benefits through our VIP Membership Program.
Can I track my order after purchase?
Absolutely. Once your order ships, you will receive a tracking number via email to monitor your delivery in real time.
Do Intrace USA instruments contain Nickel?
Yes, many of our stainless steel instruments contain Nickel, which is an essential component in most medical-grade stainless steel alloys. Nickel improves corrosion resistance, strength, and overall performance, making it ideal for surgical, dental, and veterinary applications. While Nickel sensitivity is uncommon, we understand it can be a concern. If you or your patients have specific allergies, please contact us for more information or to explore possible alternatives.
What is your return policy?
Please review our full Return Policy for detailed terms and instructions.
Do you accept custom instrument requests?
Yes. If you don’t see what you’re looking for, we can manufacture instruments to your specifications. Contact us to begin a custom quote.
How do I get in touch with customer support?
You can reach our team at info@intrace.us or by phone at (404) 919-6896, Monday to Friday, 8:30 AM – 5 PM (EST).
Do you offer a warranty?
Yes. Every instrument from Intrace USA includes a 3-year limited warranty. This reflects our trust in the durability and precision of our products, and our commitment to supporting healthcare professionals with reliable tools that last.
What does the Intrace USA 3-Year Warranty cover?
Our 3-year limited warranty covers any defects in material or workmanship under normal use. If an instrument fails due to a manufacturing issue within three years of purchase, we will repair or replace it at no additional cost. The warranty does not cover damage resulting from misuse, improper sterilization, or unauthorized modifications. For claims or support, contact us at info@intrace.us or call (404) 919-6896.