Policies — Refund, Shipping & Warranty

1. Refunds & Returns

1.1 Eligibility for Refunds

 At Smile Boutique NY, customer satisfaction is extremely important to us. Refunds are strictly limited to verified manufacturing defects, meaning the appliance does not meet the specifications as intended due to our workmanship or materials. Cosmetic preferences, including changes to tooth shape, gum color, appliance style, or design requested after production has begun, are not eligible for refunds. Incorrect shade selections by the customer, or requests for modifications after manufacturing, are considered customer decisions and are therefore outside the scope of refund eligibility.

To qualify for a refund, appliances must be returned in their original condition, clean, and unaltered. Any appliance that shows signs of wear, modification, or damage caused by improper use or mishandling will not be eligible. Full refunds are only possible before production begins, and refund requests must be submitted within 150 days from the date of your order. This ensures timely processing and avoids delays in assessing production-related issues.

1.2 Impression Kit

 For hygienic reasons, the impression kit fee of $49.99 is non-refundable, regardless of whether it is used or unused. This policy protects both our customers and staff from contamination risks, as impression kits are personalized and cannot be reused. Customers are encouraged to carefully follow the instructions to ensure successful impressions and avoid errors that may impact the fit of their appliance.

1.3 Mandatory Pre-Production Notification

 Any requests, suggestions, or preferences regarding the appearance, size, shape, style, or other design aspects of your future appliance must be communicated before production begins. Once the appliance enters production, all design decisions are determined solely by our specialists, based on your initial input, dental anatomy, and technical requirements. After production begins, no modifications or design changes can be accommodated. This ensures optimal fit, function, and comfort, while maintaining the high standards of Smile Boutique NY craftsmanship.

1.4 Non-Refundable Services and Accessories

 Certain services and items are non-refundable, even if an order is returned, due to the nature of the work or product:
  • Rush Manufacturing: If you have requested expedited production, this service cannot be refunded once manufacturing has started. This is because specialized scheduling, labor, and materials are allocated immediately to meet the expedited timeline.
  • Rush Shipping: Expedited shipping services are non-refundable once the order is in transit. Carriers charge us upfront for these services, and once used, we cannot recover these costs.
  • Accessories: Any additional items purchased, such as cleaning kits, storage cases, or other add-ons, are non-refundable.

1.5 Return Process

To initiate a return or refund request, please contact info@smileboutiqueny.com with:
  • Your order number
  • Photos of the appliance (highlighting the defect or issue)
  • A detailed description of the problem
Once your request is submitted, our team will review the information and provide instructions for returning the appliance if necessary. Upon receipt and verification of the defect, refunds will be processed to the original payment method. Please allow up to 7–10 business days for processing after approval.

1.6 Exceptions & Limitations

Refunds will not be issued in the following cases:
  • Appliances altered, modified, or repaired by anyone other than Smile Boutique NY staff.
  • Lost, stolen, or damaged appliances during shipping or after delivery. Customers are responsible for providing accurate shipping information and ensuring the package is received.
  • Issues caused by misuse, improper care, or failure to follow instructions.
  • Design or cosmetic preference changes requested after production.
By following these guidelines, customers help ensure a smooth evaluation process and maintain eligibility for adjustments or warranty coverage.

2. Shipping Policy

2.1 Delivery Carriers & Methods

We partner with reputable carriers including USPS, FedEx, UPS, DHL, and others, depending on your location and order requirements. Each carrier has different capabilities and schedules, and shipping method selection may affect delivery times.

2.2 Estimated Delivery Times

 Delivery times provided at checkout or confirmation are estimates only. Factors beyond our control, such as carrier delays, weather, customs processing, or unforeseen disruptions, may affect arrival. Smile Boutique NY is not responsible for delayed, lost, or damaged packages during shipping. Once your package is in the carrier’s possession, all responsibility for transit lies with the shipping company.

2.3 Tracking & Notifications

 Tracking information will be provided for all orders. Customers are responsible for monitoring shipment status and ensuring someone is available to receive deliveries. Lost packages due to unavailability or incorrect addresses may not be eligible for refunds.

2.4 Shipping Address Changes

 It is crucial that customers provide an accurate and complete shipping address at the time of purchase. Requests to change the shipping address after dispatch may incur additional fees and delivery delays, depending on the carrier.

2.5 International Shipping

 For international orders, any customs duties, taxes, or import fees are the responsibility of the customer. Smile Boutique NY cannot guarantee delivery times or coverage for these charges, and delays caused by customs are beyond our control.

2.6 Damaged or Lost Shipments

 Inspect packages immediately upon delivery. If the item is damaged during shipping, notify the carrier and our customer service within 48 hours. Photographic evidence may be required. Packages lost in transit are the responsibility of the shipping carrier.

3. Warranty Policy

3.1 Coverage Overview

All custom-made appliances from Smile Boutique NY include a 60-day manufacturer warranty from the date of delivery. This warranty covers:
  • Adjustments required to achieve proper fit
  • Remakes due to verified manufacturing defects

3.2 Exclusions

The warranty does not cover:
  • Loss or theft of the appliance
  • Accidental damage, misuse, or negligence
  • Changes in dental structure after appliance production, including tooth extraction or dental work
  • Customer-selected incorrect shade, size, or design
  • Alterations or repairs performed by anyone other than Smile Boutique NY staff

3.3 Safety & Usage Considerations

 Discontinue use immediately if the appliance feels excessively loose, tight, or causes discomfort. Appliances are intended for cosmetic purposes and do not replace professional dental care. Improper use or continued use despite discomfort may void warranty coverage.

3.4 Claiming Warranty

 To file a warranty claim, contact info@smileboutiqueny.com with your order details and photos if applicable. Appliances may need to be returned for evaluation. Warranty adjustments or remakes will be provided free of charge, excluding the non-refundable impression kit.

3.5 Determination of Coverage

 All warranty claims are assessed solely by Smile Boutique NY specialists. If a defect or manufacturing issue is verified, we will arrange for adjustment or remake promptly.

3.6 Limitations

 The warranty is non-transferable and applies only to the original purchaser. Smile Boutique NY is not responsible for damages resulting from accidents, improper use, or unrelated health issues.

4. Design & Production Guidelines

4.1 Specialist-Determined Design

 All final appliance designs are determined by our specialists to ensure optimal fit, comfort, and functionality.

4.2 Customer Recommendations

 Customers may submit preferences for tooth shape, gum shade, or style before production begins. Requests submitted after production will not be accommodated.

4.3 Fit & Adjustments

 Minor adjustments may be required after receiving your appliance. Our team provides guidance and modifications as part of the warranty process to achieve the best fit possible.

5. Updates & Modifications

Smile Boutique NY reserves the right to update, modify, or revise these policies at any time. Changes will take effect immediately upon posting to the website. Continued use of our Services constitutes acceptance of the updated policies.

6. Customer Responsibilities

  • Provide accurate contact and shipping information
  • Follow care instructions and use appliances as intended
  • Promptly report issues to customer service for evaluation and resolution

7. Contact Information

For questions, claims, or warranty requests, contact:
 Phone: +1 (347) 630-5474
 Email: info@smileboutiqueny.com