Shipping & Delivery

Last Updated: October 27, 2026

Smilehero provides reliable and secure shipping for your custom retainers. Please review our shipping costs, delivery methods, processing timelines, and custom production stages below.

1. Shipping Cost & Coverage

  • United States: We offer Free Standard Shipping to the contiguous United States (the 48 contiguous states). Additional shipping fees apply to orders shipped to Alaska and Hawaii and will be calculated at checkout where available.
  • International Orders: We ship to selected international destinations. Shipping fees, customs duties, and import taxes will be calculated at checkout where applicable or collected upon arrival. Customers are responsible for any applicable customs duties, import taxes, and local fees.

2. Order Processing & Warehouse Hours

  • Warehouse Operating Hours: Monday–Saturday, 10:00 AM–4:00 PM Eastern Time (ET), excluding U.S. public holidays.
  • Order Processing: Orders are processed during warehouse operating hours. Orders placed outside these hours, on Sundays, or on U.S. public holidays will be processed during the next available operating period. Processing times may vary depending on order volume and product requirements.

3. Shipping Stages & Timeline for Custom Retainers

Your Smilehero order involves a multi-stage fulfillment process:

  • Step 1: Impression Kit Shipping
    Your impression kit is shipped via reliable carriers, including USPS, UPS, FedEx, or GOFO Express, depending on the shipment and destination. It typically arrives within 3–5 business days after processing.
  • Step 2: At-Home Impression Creation
    You can complete your impressions at home in approximately 10–15 minutes by following the included instructions.
  • Step 3: Impression Return & Quality Review
    Return your completed impression according to the return instructions provided. Our dental lab team reviews your impression within 2–3 business days of receipt to determine whether it is suitable for custom production.Impression Rejection Policy: If your impression is unsuitable for manufacturing, we will notify you and provide further instructions or a replacement kit, as appropriate, to help you complete the process successfully.
  • Step 4: Custom Production & Final Delivery
    Custom manufacturing begins after your impression is approved. Production and final delivery typically take 10–20 business days.

4. Delivery Methods & Carriers

Orders are shipped using reliable carriers, including USPS, UPS, FedEx, or GOFO Express, depending on the shipment, destination, and service availability. Tracking information will be emailed to you once each shipment is dispatched.

5. U.S. Fulfillment Warehouses

Smilehero operates fulfillment centers in:

  • California, USA
  • Mount Laurel, New Jersey, USA (NJ 08054)

Orders are dispatched from the appropriate fulfillment center based on inventory availability and shipping destination.

6. Important Shipping Guidelines

  • Separate Shipments: Your impression kit and final custom retainers are shipped separately at different stages of the process. Separate tracking numbers will be provided for each shipment.
  • Estimated Timelines: All delivery timelines are estimates based on normal operating conditions. Delays may occasionally occur due to carrier disruptions, extreme weather, weekends, or U.S. public holidays.
  • Shipping Address Accuracy: Customers are responsible for providing accurate and complete shipping information at checkout. SmileHero is not responsible for delays or lost packages resulting from incorrect or incomplete addresses provided by the customer.
  • Additional Shipping Fees: Orders shipped to Alaska and Hawaii may incur additional shipping charges. Any applicable fees will be displayed at checkout where shipping rates are available.
  • International Shipping Fees: International orders may be subject to additional shipping charges, customs duties, import taxes, and other destination-specific fees. Customers are responsible for applicable charges.

7. Customer Support

Have questions about your shipment, tracking information, or impression kit? We are here to help!

  • Email: support@smilehero.net
  • Support Hours: Monday–Thursday and Saturday–Sunday, 9:30 AM–6:30 PM Pacific Time (PT). Friday: Closed.
Questions About Your Shipment?

Our customer support team is here to help. Whether you have questions about shipping times, tracking your order, or need assistance with your impression kit, we're ready to support you every step of the way.

 Contact Support