Privacy Policy

Last updated: September 14, 2026

What this covers

This page sets out what Smile Lab USA does with information about you: what we take in, why we take it, who else handles it on our behalf, how long it stays with us and what you can make us do about it. It applies to smilelabusa.com, to every order placed through it, to the impression kit we mail you, to the appliance we build, and to any conversation you have with us by email, by phone or by text.

You means whoever the information is about. That includes customers, people browsing without buying, and anybody who writes to us with a question.

Using the site or ordering from us means you accept what is described here. If you would rather we did not hold any of this, the practical answer is not to send it to us.

When this page changes

We rewrite this page whenever the way we work changes, or when the law makes us. A new version goes up here with a new date at the top. Nothing is announced quietly and nothing is backdated.

Where the information comes from

Three routes, and nothing reaches us by a fourth.
  • From you. Your name, the address the box goes to, your phone number and email, what you ordered, what you told us about your teeth, the photographs you send, and everything in an email or a phone call to support
  • From your device as you browse. Browser and device details, an IP address, and which pages you opened, gathered through cookies and similar tools
  • From the companies that run parts of the service for us. Stripe confirms whether a payment went through, the carriers and Shippo report where a package is, and our email and messaging providers report whether a message was delivered. Each one is named below, under Who else handles it
Your 3D models. When we build an appliance we keep a digital model of your impressions. That is what lets us make a duplicate or an adjustment later without putting you through a fresh mold, and it is why a reorder can skip the kit entirely. Ordering from us includes your agreement to our holding those models for the period given below, under How long we keep it.

What we hold

  • Who you are and how to reach you: name, postal address, phone number, email address
  • The order: what you bought, the billing and delivery addresses, confirmation from Stripe that the payment cleared, tracking numbers, invoices and receipts
  • The account, where you opened one: your user name, your password in hashed form, and the preferences you set
Browsing information sits alongside that: pages opened, the device and browser you used, and network details including an IP address.

The photographs and the impressions

Before you mail your trays we ask for photographs: the front, both sides and the gap, taken in good light. They are pictures of the inside of your mouth and we treat them as the most sensitive thing we hold.
  • They are stored privately in Vercel Blob, not on the public site, and they are not indexed anywhere
  • A shared order status link does not reach them. That link shows the stage your order is at, the dates and what to do next, and nothing clinical
  • Staff open them to review an impression, to build, and to assess a warranty claim. Nobody outside Smile Lab USA and the lab that builds your appliance sees them unless you ask us to send them to you
The physical impressions themselves, and the digital model taken from them, are held for the period given below, under How long we keep it. Agreeing to this policy is how you consent to our holding that model, which is what makes a later duplicate, an adjustment or a remake quick and cheap. We are an appliance brand, not a dental practice, and not your dentist: we diagnose nothing, and no photograph you send is read as a clinical examination.

What we do with it

  • Running your order: taking payment, shipping the kit, building the appliance, mailing it, handling a remake or a refund, and answering you when you write
  • Keeping the place safe: spotting fraud, stopping abuse of the site, and keeping the records that prove what we shipped and when
  • Marketing and improvement: sending offers where you have agreed to them, and reading traffic figures to work out which pages are failing people
We also use it where the law requires us to, for example to meet a tax obligation or to answer a lawful demand.

Cookies

Cookies keep the site working: they hold your cart between pages, remember your settings and let you stay signed in. On top of that we run Google Analytics to count visits and see which pages people leave from.

Your browser can block or clear cookies, and every major browser explains how in its settings. Blocking them breaks parts of the site, the cart first.

The order status page is deliberately clean: no analytics, no advertising tags, no third party scripts of any kind, and it is kept out of search engine indexes.

Browser privacy signals: this site does not respond to Do Not Track or to Global Privacy Control today. We would rather say so than promise something the code does not do. If that changes, this line changes with it.

Who else handles it

We do the work ourselves wherever we can. What follows is every outside company that touches information about you, and what each of them does.
  • Payment and orders: Stripe takes the payment and tells us whether it cleared. Vercel hosts the site. Neon stores the order record. Vercel Blob stores private files, your impression photographs among them
  • Getting things to you: Shippo produces the labels and the tracking, and the parcels move with USPS, UPS, FedEx and DHL. Postmark and Amazon SES send our email. Twilio sends our text messages
  • Measurement: Google Analytics reports site traffic
Each of them receives only what its job needs. Beyond that list, information leaves us in three situations: to a company inside our own corporate group for ordinary business purposes, to a professional adviser such as an accountant or a lawyer, and where a law, a subpoena or a court order obliges us. If the business were ever sold or merged, customer records would move with it, and this page would be updated before that happened.

Selling and sharing

We do not sell personal information. Nobody pays us for a customer list and we have never traded one.

The companies named above are processors. They are paid by us to carry out a task, they act on our instructions, and none of them is free to use what it receives for its own ends.

Text messages

Giving us your mobile number and opting in means you agree to receive automated messages from Smile Lab USA, sent through Twilio to that number. Some are about your order and some are marketing.
  • Agreeing to texts is never a requirement for buying anything from us
  • Reply with the word STOP and we stop writing. Reply with HELP and you reach support. Every message carries those instructions
  • How often we write varies, and whatever your mobile plan charges for messages and data still applies
By opting in you are also confirming two things: that the number is yours or that you are allowed to use it, and that you accept this page.

What you can ask us to do

  • See it. Ask for a copy of what we hold about you
  • Fix it or erase it. Have something corrected, or have it deleted where no legal obligation makes us keep it
  • Limit it. Tell us to stop using it for a particular purpose, marketing being the usual one
Write to the address at the foot of this page and say which of those you want. We answer inside the time the law allows, and we may have to confirm who you are first, which for an order means matching the order number and the email address it was placed with.

Asking costs you nothing and changes nothing. We will not refuse you service, charge you a different price, or treat an order differently because you exercised a right on this page.

How long we keep it

  • Impressions and the 3D model taken from them: two years from the date we receive them. That period is what makes a remake from the model possible, and once it runs out the model goes
  • The link that opens your order status page: alive for as long as the order is running, and for 90 days after it closes, then dead. We can revoke one earlier if you ask
  • Everything else, order records, invoices, email, text logs, photographs and analytics among it: held while the order, our tax and accounting duties and any open dispute still need it, and deleted after that

Keeping it safe

Card numbers never reach us. Stripe takes the payment on its own hosted page, and what comes back to us is a confirmation, not a card.

Private files are stored with private access rather than on the open web. The order status page carries no third party scripts, tells browsers not to pass on where the visitor came from, and is kept out of search results. Access inside Smile Lab USA and the lab is limited to the people who need it to do the work.

No system on the internet is beyond reach, and no one can honestly promise otherwise. What we can promise is that we do not collect what we do not need, and that we will tell you if something happens to what we hold.

Children

Nothing here is aimed at children. Ordering from us requires you to be 18 or older, and we do not knowingly gather information about anyone younger. If a child has reached us with their details, write to the address below and we will delete them.

Where a parent or guardian orders on behalf of a minor, the information is held under the adult order and the adult exercises the rights set out under What you can ask us to do.

Contact

Questions about this page, or a request about the information we hold on you, go to Smile Lab USA, Hollywood, Florida 33020.
Email info@smilelabusa.com, or call 1 888 886 5530. Weekdays, 10 AM to 6 PM Eastern, in English or in Spanish.