Policies
Shipping, returns & refunds
Clear guidelines for mail-order retainer repair. Last updated January 1, 2026.
Shipping
We use USPS and UPS for inbound and outbound mail-order retainer repair. Delivery times are estimates, not guarantees. Weather, holidays, and carrier issues can delay packages. Use your tracking number on usps.com or ups.com for live updates.
Total time = shipping to us + lab time + shipping back. See how mail-order repair works and package prices.
Returns & refunds
Smile Extension provides mail-order retainer repair, replacement in some cases, and new fabrication services. Due to the personalized, custom-fit, and hygiene-sensitive nature of dental-type devices and repairs, most services and products are non-refundable except in the limited cases below.
General policy — no warranty for standard repairs or custom orders not from a doctor
- Repairs of customer-provided retainers (not originally fabricated by us) are final once completed and shipped. We do not accept returns or provide refunds for repaired items due to change of mind, fit issues, or preference.
- Custom-designed or newly fabricated retainers (made to your specifications/impressions) are personalized products and are non-returnable/non-refundable except for defects caused by us.
- We do not offer warranties, guarantees, or ongoing durability assurances on any repaired retainers — especially those not originally made by Smile X Technologies / Smile Extension. Retainers are subject to normal wear, patient use, and individual oral factors beyond our control.
Limited exceptions
- If it arrives beyond repair, we can refund the repair fee (minus any stated inspection/processing fee, if applicable) and return the device to you at our expense via standard USPS.
- Outbound shipping damage: contact us within 7 days with photos; we’ll help you with the carrier claim. Carrier claims can take a long time.
Contact us by email with your order details and photos for any eligible claim. Refunds/credits go back to the original payment method (PayPal).
Oral care store (partner-fulfilled)
Items sold on our Store page are partner-fulfilled: after you pay, Smile Extension places an order with the brand or wholesaler, who ships the product to the address you provide at checkout. We do not manufacture these branded products and typically do not hold inventory.
- Packing slips may show the partner brand or arrive blank (no Smile Extension branding), depending on the supplier.
- Transit times and shipping fees vary by partner; we share tracking when the supplier provides it.
- Returns for unopened store items follow the partner’s policies where available; contact us within 7 days of delivery with photos if an item arrives damaged or incorrect.
- Repair packages on the Prices page are separate and remain fulfilled by Smile Extension.
Payment
Store and repair payments are through PayPal (same Smile Extension Business account). Repair invoices must be paid before we start the repair.
Discounts
College students and first responders receive 10% off with a valid ID.