Shipping, Refunds & Warranty

Refunds and cancellations

You may cancel your custom-appliance order and request a refund if we receive your request within 150 days of your order date and before manufacturing begins. Both conditions must be met.

There is no cancellation fee or additional payment-plan cancellation fee. If your impression kit has not shipped, no impression-kit deduction applies. If it has shipped, $50 is deducted, even if the kit is unused.

This is a pre-production cancellation policy. Once manufacturing begins, change-of-mind cancellations and refunds are not available under this policy. Covered fit issues and manufacturing defects are handled through the remedies described below. Your rights under applicable law remain unaffected.

Once a refund is approved, we issue it to the original payment method within 3 BUSINESS DAYS. After we issue it, allow approximately 7–10 BUSINESS DAYS for the credit to appear in your account. Posting time depends on your bank or payment provider. Any shorter deadline required by law still applies.

Full details: Refund Policy. A written copy is available on request.

Impressions and charges

The $50 impression-kit deduction applies only after the kit has shipped. Shipped kits are not accepted back for a cancellation refund, whether used or unused, for sanitation and hygiene reasons.

Please ensure that we receive your completed physical impressions within 150 days of the order date. If they arrive after that period, a $50 late-impression fee applies before the order can proceed. After one year from the order date, the applicable late-impression fee is $100 instead of $50. These are alternative levels of the same fee, not a combined $150 charge.

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.

Fit support and manufacturing defects

Free fit support is available for 60 days after delivery. Request each needed adjustment or remake within that 60-day period. Covered adjustments and remakes are unlimited within this period, subject to the exclusions below.

Work requested within the 60-day period may be completed afterward. This does not extend the coverage period: additional adjustment or remake requests after day 60 are not covered for free, even if they concern the same fit issue.

For covered work, necessary fresh impression kits, return shipping and reshipment are included at no additional charge.

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.

Our included fit and manufacturing-defect coverage does not cover loss or theft after delivery; accidental damage; damage caused by misuse, improper care or alterations; later changes to your dental structure; or a shade or design that was made as you selected but that you later prefer to change.

An alteration or repair does not automatically exclude an unrelated manufacturing defect. We evaluate the cause of the reported issue. Carrier-confirmed loss in transit is handled separately under our shipping policy.

Claim instructions: Limited Warranty & Fit Support.

Standard production times

Standard production begins only after your physical impressions have both been received by Smile Boutique NY and approved.

• Flippers and partial dentures: 6–7 BUSINESS DAYS.
• Snap-on veneers, retainers and mouth guards: 3 BUSINESS DAYS.

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.

Shipping and tracking

Shipping methods and delivery estimates depend on the service selected and your destination. Weather, carrier disruptions and customs can affect transit. Tracking information is provided when your package ships.

Please provide accurate shipping information and let us know about address corrections as soon as possible. Once a package ships, changes may cause carrier fees or delays. International customs duties, taxes and import charges are the customer’s responsibility where applicable.

If we cannot meet an applicable shipment deadline, we will notify you and provide any delay-consent or cancellation/refund options required by law. Carrier transit estimates are separate from our production schedule.

Damaged packages

Inspect your package upon delivery. Report shipping damage to the carrier and to us within 48 hours of delivery. Please keep the packaging and send your order number, a description and photos of the damage so we can review the issue. This reporting request does not remove any rights you have under applicable law.

Lost packages

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.

Rush services

Refund requests for rush manufacturing or rush shipping are reviewed individually, case by case. Contact us with your order number and the service concerned so we can explain the outcome for your order. Any refund required by applicable law will be provided.

Accessories and gift cards

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.

Design preferences and safe use

Please share requests about tooth shape, shade, size or style before manufacturing begins. Once manufacturing starts, a change of preference is not grounds for a change-of-mind refund. This does not prevent covered adjustments, remakes or corrections of manufacturing defects.

Stop using an appliance that feels insecure, excessively loose or tight, or causes discomfort, and contact us for assistance. Do not attempt to adjust it yourself.

We do not require a dentist visit to order or as a condition of this fit-support process. Our appliances and customer support do not replace professional dental care. Seek advice from a qualified dental professional about oral-health concerns.

Keeping your order moving

Provide current contact and shipping information, follow the impression and care instructions, and tell us promptly about an issue. Please respond to requests about your case within 30 days so we can help move the order forward. If new impressions and an additional kit are needed because the initial impressions are unsuitable, the $40 additional-kit rule above applies.

Contact info@smileboutiqueny.com or (347) 630-5474.

Policy updates and your rights

We may update these policies and will identify the effective date of a revised version. Changes to the terms of an existing order will be communicated to you and will respect your rights under applicable law.

These policies do not limit any rights or remedies that cannot be excluded under applicable law. Where the law requires a different remedy, refund or deadline, that requirement applies.