Terms of Service
1. Introduction
These Terms of Service govern your use of the SmileHero website and the products and services offered through it.
By accessing our website or placing an order, you agree to be bound by these terms. If you do not agree with any part of these terms, please do not use our website or purchase our products.
2. Custom Dental Products
SmileHero provides personalized dental products created based on customer-provided impressions, measurements, and order information.
Because our products are custom-made for each individual customer, they are subject to different return and refund conditions compared with standard, off-the-shelf products. Please review our Refund Policy carefully before placing your order.
3. Impression Kit & Customer Responsibilities
You are responsible for carefully following all impression instructions provided with your SmileHero impression kit.
Each impression kit includes multiple impression materials, allowing customers to make multiple attempts if needed. We recommend reviewing the instructions carefully and taking your time to create a clear and accurate impression.
Accurate impressions are important for creating a properly customized dental appliance.
You are responsible for providing complete and accurate information related to your order. If an impression is unclear, incomplete, or unsuitable for production, SmileHero may contact you for additional information or request another impression before manufacturing begins.
SmileHero will review submitted impressions before production to help ensure they are suitable for creating your custom product.
4. Production Process & Delivery
Production of your custom product begins after we receive, review, and approve your impression for manufacturing.
Processing times may vary depending on order requirements and current production volume.
Estimated delivery times are provided for reference only and are not guaranteed.
Shipping times depend on your location and selected shipping method. SmileHero is not responsible for delays caused by shipping carriers or circumstances beyond our reasonable control.
5. Product Use
SmileHero products are intended for personal oral care use only. You agree to use our products in accordance with all included instructions and guidelines.
For any concerns about your oral health or the fit and function of your custom product, please consult a licensed dental professional. SmileHero products are not a substitute for professional dental care.
6. Orders & Payments
Payment must be completed before production of your custom product begins.
SmileHero reserves the right to cancel orders in cases including payment issues, inaccurate information, or suspected fraudulent activity.
Customers may request to cancel an order only before the order has been shipped. Once an order has been shipped, it cannot be cancelled because the impression/mold kit is a personal hygiene product intended for individual use.
For complete information about order cancellations, please review our Cancellation Policy.
7. Returns & Refunds
Custom products are subject to SmileHero's Refund Policy. Because our products are made to order based on your specific impressions and requirements, return and refund eligibility may differ from standard products.
We strongly encourage you to review our complete Refund Policy before placing your order to understand the conditions and timeframes for returns and refunds.
8. Website Use & Intellectual Property
All content on the SmileHero website, including text, images, logos, graphics, and designs, is the property of SmileHero or its content suppliers and is protected by copyright and other intellectual property laws.
You may not reproduce, distribute, transmit, display, or otherwise use any content from our website without prior written permission from SmileHero. Unauthorized use of our intellectual property is prohibited.
9. Limitation of Liability
SmileHero is not responsible for any issues, damages, or dissatisfaction resulting from:
(1) inaccurate or unclear impressions provided by you;
(2) misuse or improper care of your custom product;
(3) failure to follow product instructions or care guidelines;
(4) normal wear and tear;
(5) circumstances beyond our reasonable control.
To the fullest extent permitted by law, SmileHero's liability for any claim related to our products or services is limited to the amount paid for the product.
10. Contact Information
If you have questions about these Terms of Service, our products, or your order, please contact us:
SmileHero Customer Support
Email: support@smilehero.net
Support Hours
Monday–Thursday & Saturday–Sunday9:30 AM–6:30 PM PST
Friday: Closed
We're here to help and look forward to hearing from you.