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. 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. (To be eligible for a free replacement, you must contact us about any defective product within 60-days of receiving it).
Q: How do I know if my impression is accurate?
A: Most people get it right the first time if given video and written instructions. Additionally, instead of sending just one set of impression trays, we send you one of each: small, medium, and large. The correct size tray assures greater ease and comfort as you create your impression. If you are still unsure about the accuracy of the impression, you can email a picture of your impression and we can help determine if it is suitable.
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 those 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 of those materials on the teeth 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: 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 as long as you still have your impression. You'll just need to 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 our retainers with the finest Invisacryl Ultra material. 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 with perfectly straightened teeth. If you lose or break your retainer then you can immediately use your backup retainers to prevent your teeth from moving at all and continue to protect 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 as long as it doesn’t get damaged. If you need to purchase another retainer, simply contact us at firstname.lastname@example.org before you place your order. Instead of sending a new impression kit, we will email a prepaid shipping label to you so that you can send your impression(s) back to us.
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.