Contact us within 150 days of your order date and before manufacturing begins. There is no cancellation fee. A $50 impression-kit deduction applies only if your kit has shipped, even if unused. After production starts, covered fit issues and defects receive the remedies below. Rush fees are reviewed case by case; accessories and gift cards have separate terms. Read the Refund Policy.
Request each free fit adjustment or remake within 60 days of delivery. Work requested within the 60-day period may be completed afterward; additional adjustment or remake requests after day 60 are not covered for free. Necessary fresh kits, return shipping and reshipment for covered work are included. See coverage and exclusions.
Report a suspected manufacturing defect within 60 days of delivery so we can evaluate it under our included limited warranty. For a verified manufacturing defect, we remake the appliance at our expense.
We may ask you to return the appliance for evaluation. When we require that return, we cover the shipping expense. The remake and its shipment to you are also covered. This remedy does not limit any additional rights you may have under applicable law.
If your initial impressions are unsuitable for making your appliance and an additional impression kit is needed, that extra kit costs $40.
This is separate from a fresh impression kit needed to resolve a covered fit issue: that kit is included at no additional charge.
If tracking suggests your package is lost, open an investigation with the shipping carrier. Allow approximately 2–3 BUSINESS DAYS for a response, then contact us again with the carrier’s response and claim number. If the response is still pending after that period, contact us with the claim number so we can follow up; you do not need to wait indefinitely.
If the carrier confirms that the package is lost, we provide a replacement at no additional cost. Carrier response times may vary. This process does not limit any rights or remedies required by law.
Accessories and gift cards are non-refundable under our change-of-mind policy. If an accessory is defective, contact us for a replacement or substitute item. A gift card that does not work will be investigated and corrected or replaced. This does not limit remedies required by applicable law.
Gift cards are digital, have no expiration date and can be used for our products.
Standard production begins only after your physical impressions have both been received by Smile Boutique NY and approved.
Time spent taking impressions, sending them to us and shipping the finished appliance is separate. These are production times, not total delivery estimates. Separately agreed rush-service schedules remain separate.
Request each free fit adjustment or remake within 60 days of delivery. Work requested within the 60-day period may be completed afterward; additional adjustment or remake requests after day 60 are not covered for free. Necessary fresh kits, return shipping and reshipment for covered work are included. See coverage and exclusions.
Later changes to your dental structure are excluded from the included fit coverage; see the warranty for full exclusions.
