Refund Policy
Last updated: September 14, 2026
1. Cancellations and refunds
1.1 Cancelling before we start
Everything we make is cut to your own impressions, so the rules here are not the ones you would meet buying off a shelf. We have written them the way we would say them on the phone.
Cancel at any point before your impression kit leaves the lab and the whole amount comes back to you, with no fee of any kind.
After the kit has gone out you can still cancel, right up to the moment your appliance goes on the bench. From that point we keep the cost of the kit, because it is already out in the world and cannot come back to us. Everything else returns to you.
Once the appliance is being built, we can no longer refund it. It is shaped to your mouth and it fits nobody else. What covers you then is our remake and warranty coverage, set out in the Remake and Cancellation Policy and the Warranty Policy.
1.2 If we are late
You get a shipping date before you pay, and we hold ourselves to it.
If we cannot make that date, we write to you before it passes, tell you the new one and ask what you want to do. Accept the new date, or cancel the order and we refund you in full. No fee, no argument, no questions, and no stage of the order is too far along.
Cancel because we were late, and the refund is on the card you paid with within seven business days of your cancellation.
If a date ever has to move a second time, we cannot keep the order open on silence. We need to hear a yes from you. If we do not hear one, we cancel the order ourselves and refund you in full.
These rights come from the Federal Trade Commission Mail, Internet, or Telephone Order Merchandise Rule, 16 CFR Part 435.
1.3 If we got it wrong
An appliance that does not fit, arrives damaged or is not the one you ordered gets remade. Tell us and we start. What a remake covers and what we need from you is in the Remake and Cancellation Policy and the Warranty Policy.
1.4 Impression kits and putty
Health rules do not let us take back impression material once it has left our building, used or not. That is why the kit is the one part of an order we cannot refund after it ships.
1.5 Sending impressions back
Your kit arrives with a prepaid return label. We need the impressions to build your appliance, and we hold onto them for two years so a remake can come off the model on file without putting you through the whole process again.
If they have still not reached us after 150 days, the order goes on hold and a $50 handling charge is added to it. After a year the charge is $100. Nothing is ever taken from your card for this. The charge sits on the order as an amount to settle, we invoice you for it, and you settle it when you are ready to move the order forward.
1.6 Gift cards and accessories
Gift cards are digital, never expire, work on anything we sell and cannot be cashed out. Accessories can be refunded as long as they are unopened.
2. Rush service
2.1 Rush fees
Rush production and rush shipping pay for our hours and the carrier’s, and both are spent the moment the order moves. Once your appliance is in production, neither fee comes back. If we miss the rush date because of something at our end, we refund the rush fee.
3. Questions about a charge
3.1 A question about a charge
Email or call us first. Every order, every email we send you and every carrier scan is kept with a date on it, so most questions about a charge take one conversation to settle. If you have already been to your bank, tell us and we will send the same records over to them.
4. How refunds are paid
Refunds go back to the method you paid with. We issue them within seven business days in the delay cases above, and within three business days in every other case. Your bank may take a few days more before the money shows in your account. We cannot pay a refund onto a different card or by another route.
5. Legal provisions
5.1 Where disputes are handled
This policy is governed by the laws of the State of Florida. Any dispute is handled in the state or federal courts serving Broward County, Florida.
5.2 Contact
Email info@smilelabusa.com or call 888 886 5530. Weekdays, 10 AM to 6 PM Eastern, in English or Spanish.