Shipping Policy
Last updated: September 14, 2026
How long your order takes
An order runs on two clocks, and they do not overlap.
Your impression kit leaves us within two to three business days of the order. Anything placed after 5 PM Eastern, on a weekend or on a holiday starts counting from the next business day.
Your appliance ships within the number of business days printed on your order page. That clock starts the day impressions we can build from arrive at the lab. Not the day you mail them, and not the day you pay. If what reaches us is unusable, you hear from us the same day, a fresh kit goes out at no cost, and the clock starts again when good impressions land.
Both dates sit in your order confirmation and on your order status page. The second one is the date we hold ourselves to.
If we are going to be late
If we cannot ship your appliance by the date we gave you, we write to you before that date arrives. The email carries the new date and two choices, and either one is fine with us.
Take the new date and we carry on building. Or cancel the order and every dollar comes back, at whatever stage the work has reached, with nothing deducted. Cancel because we were late and the money is on your card within seven business days.
If a date ever has to move a second time, we cannot keep going on silence. We need you to tell us the new date works. Without that we cancel the order ourselves and refund you in full.
This is your right under the Federal Trade Commission Mail, Internet, or Telephone Order Merchandise Rule, 16 CFR Part 435. Nothing on this page takes it away.
What we do and what you do
We send the kit complete, prepaid return label inside. You take the molds at home, photograph both trays and send the photos so a technician can look before anything is mailed, then hand the box over. We build from what you send and ship the finished appliance to the address on the order.
One carrier is named on the label in your box, and only that carrier will handle it. Given to anyone else, the parcel can be turned away or go missing, and a second kit would have to be sent out to you.
Carriers, tracking and claims
We ship with USPS, UPS, FedEx and DHL. A tracking number reaches you by email as soon as the parcel has one, and the same number sits on your order page.
A parcel in a carrier’s hands is under the carrier’s control. We cannot make a truck move faster, and weather, sorting backlogs and misroutes are not ours to fix. Opening a trace is what we can do, and we do it.
If tracking stops moving, or the carrier’s delivery date passes with nothing at your door, email us. Inside seven days of that date we can still file a carrier claim and get a replacement moving. Past that window the carrier will not take the claim and our hands are tied.
If the parcel turns up damaged, email photos within seven days. Shoot the outer box as well as what was inside, because a claim needs both.
Changing the delivery address
Tell us the moment you know. While no label has been printed, one email settles it. After the label is printed we will still try, but the carrier does not always allow a change, and a second parcel to a second address costs what that shipment costs.
Please read the address back to yourself at checkout. A parcel lost to a wrong or incomplete address is not one we can cover, though we will always help you chase it.
Sending your impressions back
The return label in the kit is prepaid and lives for a year from the day we print it. If yours is close to running out we send a new one before it expires. Drop the box at a counter or in a collection box, whichever is easier.
If the impressions never come back, the order goes on hold and a handling charge is added to it, on the terms set out in the Refund Policy. Nothing is ever taken from your card. You settle the charge yourself when you are ready to move the order along.
We keep your impressions for two years, which is what lets a remake come off the model on file.
Rush service
Rush shipping buys a quicker service from the carrier, not a quicker carrier. It moves your parcel into the faster lane, and that is the whole of it. Rush manufacturing moves your case up the queue at the bench.
If we miss the rush date through something at our end, the rush fee comes back to you.
Questions
Email info@smilelabusa.com or call 888 886 5530. Weekdays, 10 AM to 6 PM Eastern, in English or Spanish.