Clear support. Simple answers. A better shopping experience.
We want every part of your shopping experience to feel simple, transparent, and supported. This Customer Service Policy explains how we assist customers before and after a purchase, including order questions, shipping, delivery, returns, refunds, product concerns, and general support.
1. OUR COMMITMENT TO CUSTOMER CARE
Our goal is to provide helpful, respectful, and straightforward customer service. We understand that shopping online can sometimes raise questions about products, orders, delivery, or returns. When you contact us, we aim to review your request carefully and provide information that is relevant to your situation. We encourage customers to provide accurate order details and a clear description of the issue so that we can assist as efficiently as possible.
2. HOW TO CONTACT US
For customer service assistance, please contact us through the Contact Us page on our website. This is the designated channel for questions about products, orders, shipping, delivery, returns, refunds, or other store-related matters. When contacting us about an existing order, please provide the information requested on the Contact Us page and any relevant order details so that we can locate the purchase and better understand your request.
3. PRODUCT QUESTIONS BEFORE PURCHASE
We want customers to feel informed before placing an order. Product pages are intended to explain key product characteristics, intended uses, and relevant directions or information. If you have a question that is not answered on a product page, you may contact us through the Contact Us page before completing your purchase. Cosmetic oral-care products are not a substitute for professional dental diagnosis or treatment. Customers with individual dental concerns, sensitivities, or questions about suitability should consider consulting a qualified dental professional before use.
4. ORDER PROCESSING AND FULFILLMENT
After an order is successfully placed, it enters our fulfillment process. Orders are generally prepared for shipment within 1 to 3 days. Processing time refers to the period required to prepare an order before it is handed to the shipping carrier and is separate from estimated delivery time. Customers are responsible for providing complete and accurate shipping information at checkout. If you notice an error in your order information, contact us through the Contact Us page as soon as possible. We will make reasonable efforts to help when an order has not yet been processed or shipped, but changes cannot be guaranteed once fulfillment has begun.
5. SHIPPING AND ESTIMATED DELIVERY
All products qualify for free worldwide shipping. Estimated delivery is generally 6 to 12 days after shipment. Delivery estimates are provided to help customers understand the expected shipping timeframe, but they are estimates rather than guaranteed arrival times. Carrier operations, transportation disruptions, customs processing, local delivery conditions, incorrect address information, or other circumstances outside our reasonable control may occasionally affect delivery. If you believe there is a problem with your shipment, please contact us through the Contact Us page so we can review the available order information.
6. DUTIES, TARIFFS, AND ADDITIONAL IMPORT COSTS
We want international shopping to remain simple and predictable. Applicable duties and tariffs associated with the shipment are covered by us. Customers are not expected to pay additional import duties or tariff charges for their order. If you receive an unexpected request for an import-related payment that appears to relate to an order from our store, please contact us through the Contact Us page before making the payment so that we can review the situation.
7. ORDER TRACKING AND DELIVERY QUESTIONS
When tracking information is available for an order, customers should use it to follow the shipment's progress. Tracking activity may not always update immediately after a shipping label is created or while a package moves between carrier facilities. If tracking information appears unusual, has not updated for an extended period, or indicates a delivery issue, contact us through the Contact Us page. We may ask for additional information to help identify the shipment and determine the appropriate next step.
8. INCORRECT, DAMAGED, OR MISSING ITEMS
If an order arrives with an incorrect item, a damaged product, or an item missing from the package, please contact us through the Contact Us page as soon as reasonably possible after discovering the issue. To help us evaluate the situation, we may request the order details, a description of the problem, photographs of the item or packaging, or other reasonable supporting information. After reviewing the information provided, we will determine an appropriate resolution based on the circumstances and the applicable store policies.
9. RETURNS
We provide a 60-day return period, subject to the conditions described in our Refund Policy. If you would like to request a return, please contact us through the Contact Us page and follow the instructions provided. Return eligibility may depend on the condition of the product, the nature of the item, and other requirements described in the Refund Policy. Items should not be returned without following the applicable return instructions, as unauthorized returns may be difficult to identify or process.
10. REFUNDS
Eligible refunds are handled in accordance with our Refund Policy. Once a refund has been processed, it generally takes 5 to 10 days for the funds to appear through the original payment method. The exact time may depend on the payment provider or financial institution involved. If the expected processing period has passed and the refund is still not visible, customers may contact us through the Contact Us page for assistance and may also need to check with their payment provider.
11. ORDER CANCELLATIONS OR CHANGES
If you need to request a cancellation or change, contact us through the Contact Us page as soon as possible. Because orders may enter processing shortly after purchase, we cannot guarantee that an order can be cancelled, modified, or redirected after it has entered fulfillment or been shipped. If a requested change can no longer be made, other options may be available under the applicable return and refund policies after delivery.
12. ADDRESS ACCURACY AND DELIVERY RESPONSIBILITY
Customers should carefully review the shipping address and contact information entered during checkout. Incomplete or incorrect information can cause delays, failed delivery attempts, or returned packages. If a package cannot be delivered because of information supplied incorrectly at checkout, contact us so we can review the circumstances and explain any available options. Any resolution will depend on the shipment status and the information available from the carrier.
13. PAYMENT AND CURRENCY
All prices and transactions on our website are presented in USD. Depending on the payment method or financial institution used, a customer's provider may apply its own currency conversion process or other account-level charges. Such provider-level charges are separate from the product price and are not controlled by our store. Questions about a bank or payment provider's conversion practices should be directed to that provider.
14. PRODUCT EXPERIENCE AND RESPONSIBLE USE
Customers should read and follow the directions provided with each oral-care product and use products only as intended. Individual experiences can vary. Stop using a product if you experience an unexpected reaction or significant discomfort and seek appropriate professional advice when necessary. Our customer service team can assist with store and product-information questions, but customer service communications are not professional dental or medical advice.
15. FAIR AND RESPECTFUL COMMUNICATION
We aim to treat every customer with courtesy and respect, and we ask customers to communicate with our support team in the same manner. Clear and respectful communication helps us understand concerns and work toward an appropriate resolution. We may limit or discontinue communications that contain threats, harassment, abusive behavior, repeated fraudulent claims, or attempts to misuse customer service processes.
16. FRAUD PREVENTION AND ORDER VERIFICATION
To help protect customers and the store, some orders or service requests may require reasonable verification before fulfillment, modification, replacement, return, or refund actions can be completed. We may request information necessary to confirm an order or investigate unusual activity. Verification procedures are intended to reduce unauthorized transactions, mistaken requests, and misuse of customer service processes.
17. SERVICE AVAILABILITY
We work to respond to customer requests as efficiently as possible. Response and resolution times can vary depending on the nature of the request, the information available, carrier involvement, payment-provider processing, or the need for additional review. Complex shipping, return, or payment issues may require more time than general product questions. Sending multiple requests about the same issue may not accelerate review, so customers are encouraged to provide complete information in the original request whenever possible.
18. POLICY RELATIONSHIP
This Customer Service Policy should be read together with the other policies available on our website, including the Shipping Policy, Refund Policy, Privacy Policy, Terms of Purchase, and Terms of Use where applicable. If a customer service request involves a subject addressed by a more specific store policy, the relevant policy will guide how that request is handled.
19. OUR SERVICE PHILOSOPHY
We believe customer service should make online shopping easier, not more complicated. Our approach is built around clear information, practical support, and reasonable solutions. From free worldwide shipping and coverage of applicable duties and tariffs to a 60-day return period, we aim to create a shopping experience that gives customers confidence before and after checkout. If you need help, please reach us through the Contact Us page and provide the details needed for us to understand your request.
