Refund and Returns Policy

Made-to-Order Products

All items in our store are made to order specifically for you once your order is placed. Because of this, we’re unable to accept returns or exchanges for:

  • Buyer’s remorse (change of mind)
  • Incorrect size selected by the customer
  • Color variations due to monitor/screen display differences

Damaged, Defective, or Incorrect Items

We stand behind the quality of our products. If your item arrives damaged, defective, or isn’t what you ordered, we’ll make it right with a free replacement or a full refund.

To qualify:

  • Contact us within 30 days of the delivery date
  • Include your order number
  • Include clear photos showing the issue (product, packaging, and shipping label if damaged in transit)

Email us at innovate@toothengineers.com with the details above, and we’ll review your claim within 5 to 7 business days.

Lost or Missing Packages

If your tracking shows the package was lost in transit, contact us within 30 days of the expected delivery date and we’ll arrange a reprint or refund. Delays alone (package still moving, just late) aren’t eligible for a refund — only confirmed lost packages.

What’s Not Covered

  • Orders delayed due to an incorrect shipping address provided at checkout
  • Issues related to artwork, file resolution, or design placement approved at checkout
  • Normal shipping delays (carrier-caused, not lost)

How Refunds Are Processed

Once your claim is approved, refunds are issued to your original payment method and typically appear within 3 to 5 business days, depending on your bank or payment provider.

Questions

Reach out anytime at innovate@toothengineers.com or through the Contact Us page — we’re happy to help.