Q: Perfect Fit Guarantee: What if my new retainer doesn’t fit?
A: Your retainer is made by state-of-the-art computerized equipment. This assures the product will fit perfectly according to the impression you send us. As a result, over 98% of our retainers fit perfectly. However, if for some reason your retainer does NOT fit properly, don’t panic. There are two possibilities.
First, it is common for a new retainer to feel tight when you first receive it. This tightness is caused by slight movement of your teeth that occurs between the time you take your impression and the time you receive your new retainer. Give it a couple of days and your teeth will realign to the shape of the retainer making it fit comfortably.
The second possibility, is that something went wrong while taking the impression. If we don’t have an adequate impression of your teeth, the result is a retainer that will not fit properly. In this case, it may be necessary to take a new impression. This possibility is why we urge getting approval on your self taken impression before sending it back. Once you take a new impression, please send it back with the retainer that didn’t fit, along with the old impression. We’ll then make a new retainer from the new impression and promptly ship it back to you.
Lastly, don't stress, you're eligible for a free replacement, for any defective product within 60-days of receipt.
Q: How do I know if my impression is accurate?
A: Most people get it right the first time using our provided video and written instructions. Additionally, instead of sending just one set of impression trays, we send you three variations(small, medium, and large) as well as an extra set of impression putty.
The correct tray size assures greater ease and comfort as you create your impression. Once you've taken your impression, we suggest you send in photos of your impression via email so we can determine if the impression is suitable for fabricating your final retainers. During this whole process, our detail-oriented and erudite customer support is available for guidance to ensure you create the best impressions!
Q: What if I still have brackets, buttons, cosmetic gems, or leftover cement on my teeth but need a retainer?
A: If you currently have any of these on your teeth, you will have to have them removed before you make an impression. Your new retainer will not fit correctly if you still have any additional material on the tooth surface.
Q: Why can't I get retainers for 2 separate people in the same order?
A: To keep each order separate, they cannot be combined in the same purchase. When an order is placed, an individual customer profile is created for the current order and orders to be placed in the future. It may seem convenient for family members to order together, but the simplest way to avoid any mix-ups is to keep them separate.
Q: Can you make a retainer using a stone or 3D printed model of my teeth that my Orthodontist gave me?
A: Yes, as long as the model is still an accurate representation of your teeth. Don't try to make an impression by sticking your teeth model into our putty. It will likely damage the model or be inaccurate. Instead, we'll simply have you ship the model to us and we'll recreate it in the lab to have your final products made.
Q: What if my retainer cracks or breaks?
A: If your retainer cracks or breaks due to normal usage within the first 60 days, we will replace it for free using your existing impression or Filed Smile. Contact us and we'll have you send the cracked retainer back with your impression for a replacement. (Our warranty does not cover products that have been chewed up by pets or products that have been lost).
Q: How long will my retainer last?
A: We make all of our retainers with the highest orthodontic quality materials. This assures you have the most durable product. Retainers can last months or years depending on how hard you bite, if you grind your teeth, and how well you clean and care for your retainer.
Q: Why do you offer “backup” retainers?
A: The purpose of a retainer is to protect the expensive investment you made to have a beautiful smile. If you lose or break your retainer then you can immediately use your backup retainers to prevent your teeth from moving at all for continued protection of your investment.
Q: Can I use the same impression for another retainer later on?
A: We will send your impression(s) back with your completed retainer(s). Your impression will maintain it’s shape and structure for at least a year with proper care. If you need to purchase another retainer, simply contact us at email@example.com before you place your order. No hassle of retaking your impressions, we will email a prepaid shipping label to you so that you can send your approved impression(s) back to us for refabricating.
For even more convenience, purchase File Your Smile to save you even more time and money!
Q: Does taking an impression pose a risk to dental work?
A: Impressions are routinely used for a variety of dental and orthodontic work. However, there always exists the small possibility that the impression material could remove or affect dental work, such as fillings, bonded/fixed retainers, bridges, crowns or teeth that are loose.
If you have any additional questions, please call or email us. We’re happy to hear from you.
Q: Can I exchange my gift card for a cash refund?
A: Gift cards cannot be exchanged for cash. Only the individual who purchased the gift card may receive a refund if the gift card has not been used already.
Q: What if I have dental work done after my impressions have been scanned for "File Your Smile"?
A: Your digital copy will no longer be usable. To ensure a perfect retainer fit, you will need to order "File Your Smile" again and make new impressions.