Policies
Shipping, returns & refunds
Clear guidelines for mail-order retainer repair. Last updated January 1, 2026.
Shipping
We ship by UPS only, in both directions. You send your retainer to us with the prepaid UPS label we email after your invoice is paid, and we return it by UPS using the shipping option you chose on the prices page (UPS Ground Saver, UPS 3 Day, or UPS 2 Day). Delivery times are estimates, not guarantees. Weather, holidays, and carrier issues can delay packages. Use your tracking number on ups.com for live updates.
Total time = shipping to us + repair time + shipping back. See how mail-order repair works and package prices.
No Warranty / No Guarantee
Smile X Technologies is a technical laser welding service. We did not manufacture your appliance, so we do not warranty or guarantee the appliance, its fit, or how long a repair will last. All repairs are provided as-is. We are not a dental provider and do not diagnose, treat, or give dental advice; please consult your dentist or orthodontist about your treatment.
Returns & refunds
Smile Extension provides mail order device repair 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 as stated under Limited exceptions below.
- 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do not offer warranties, guarantees, or ongoing durability assurances on any repaired retainers — especially those not originally made by Smile X Technologies / Smile Extension.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 we can’t repair your device because of damage that wasn’t clear in the photos you sent, we will always refund the repair fee and return the device to you at our expense by UPS, using the shipping option you chose.
- 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.