Intact Smiles uses USPS First Class to ship all of our items including finished guards. Delivery time frames range from 1-3 days depending on your location, not counting weekends and major US holidays. All shipments will include a tracking number to help you monitor its progress.
Intact Smiles is not responsible for any delays, damaged, or lost packages. In such an event, please contact Intact Smiles directly and we'll work with you to find a suitable solution.
For missing packages showing as delivered, please contact your local USPS representative to open a trace. In our experience, missing packages tracking as delivered usually means one of two things:
1. Package was erroneously delivered to a neighbor. In this situation, packages are usually returned by a friendly neighbor in a few days.
2. Package was prematurely scanned as delivered. You should receive the package in a day or two after the delivered scan.
For packages that still show "Pre-shipment" status after the initial ship date, this usually means your package was not successfully scanned in at the sort facility. Please contact Intact Smiles directly for possible solutions.
Intact Smiles stands behind our retainers, night guards, & sports mouthguards and offer a 100% SATISFACTION GUARANTEE towards the fit of your guard/retainer. We will work with you to adjust your guard/retainer to your specifications until you are happy, at no cost to you.
All completed night guards have a 30 days from date of receipt of finished guard/retainer refund policy. If for any reason you are not completely satisfied with the fit your night guard, you can ask for a full refund of your night guard, excluding shipping and impression kit cost. Refunds will be issued upon us receiving your night guard.
For issues occurring after 30 days of receipt of completed night guard, Intact Smiles reserves the right to charge either or both upon receipt of the original guard:
1. An impression kit fee of $25 plus S&H in the event that a new impression is deemed necessary for a remake.
2. Remake fee not to exceed original purchase amount.
Any returned guard/retainer that has been evaluated and deemed damaged due to abuse or malicious intent will not be refunded.
Intact Smiles is not responsible for a guard/retainer that no longer fits if dental work was performed after the manufacture date of the guard. As we cannot anticipate future dental work, we cannot provide a refund for the guard.
After your refund has been processed, a credit will automatically be applied to your credit card or original method of payment. This usually takes 1-3 business days to record.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
For night guard/retainer fractures or cracks after 30 days of receipt of your completed guard, Intact Smiles will replace it within the warranty period upon receipt of the original guard.
1 year warranty – single layer (hard) guards, dual layer (hard/soft) guards
6 month warranty – single layer (soft) guards, essix retainers
Intact Smiles stores all customer impressions for 6 months as a free service. If a replacement guard is required outside of the 6 months and we no longer have your impression, a $25 impression kit fee is required for the replacement guard.
*Intact Smiles does not provide a warranty for any replacement guards.
To request a replacement guard, please contact us directly with your order number and a photo of the guard/retainer. Guards/retainers must be returned to Intact Smiles for evaluation prior to remake authorization and customer is responsible for return postage. It is recommended that you use a shipping service with a tracking number to ensure delivery. Intact Smiles is not responsible for any returned guards that are lost in the mail.
Due to the custom nature of each guard/retainer, Intact Smiles does not allow for material exchanges once a guard has been made. Please review the guard options carefully and make the appropriate selection for your bruxism needs.
If there is an issue with the fit and a replacement guard is deemed necessary by Intact Smiles staff, the replacement guard will be made with the same material.
A cancellation is only valid by e-mail (email@example.com) when requested within 1 hour of order time and impression kit has not shipped. A $10 fee will apply and all other funds will be returned to the original method of payment. Please allow 5-10 business days for funds to be processed and returned.
To keep our overall price as low as possible, Intact Smiles reserves the right to charge $25 for any additional impression kits needed, including impressions returned to us without prior email approval.
Any impression returned to Intact Smiles without a complete and/or legible order return form will not be processed into production as we will not be able to match the impression with the order. While we will make our best efforts to identify the impression/order and/or to notify the customer, Intact Smiles does not guarantee our ability to do so. In events like this, Intact Smiles reserves the right to either charge $25 for an additional impression kit if required or deduct the cost of the impression kit if a refund is requested.
Return shipping policy
To return your product, you should mail your item to: Intact Smiles LLC, 22 Hunnewell Ct., The Woodlands, TX 77382, United States
You will be responsible for paying for your own shipping costs for returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
For all additional inquiries please contact us regarding the item you are not satisfied with.
Send your defective product to:
Intact Smiles LLC
22 Hunnewell Ct.
The Woodlands, TX 77382