Returns & Warranty

International Orders, Customs & Refused Deliveries

International orders (any destination outside the United States) are subject to the rules below. By placing an international order, you agree to these terms.

Import Duties, Taxes & Customs Fees

Import duties, taxes (VAT, GST, etc.), and customs brokerage fees are set by your country and are your responsibility. They are charged separately from what you paid us at checkout, and they can be as high as 200% of your order value in some countries.

We declare the full commercial value of every international shipment. We do not mark packages as gifts or undervalue them — doing so is customs fraud and we won't put your order, or us, at risk.

If You Refuse Delivery or Don't Pay Import Charges

When a customer refuses delivery or fails to pay import charges, the carrier does one of three things — and all of them cost us money:

  • Holds the package and bills daily storage fees until it's claimed or returned.
  • Returns the package to us, with return shipping (often 2–3x the original rate) billed to us.
  • Destroys or abandons the package if it goes unclaimed.

Refund Rules for Refused International Shipments

  • No refund is issued until the package is back in our hands in resellable condition.
  • If the package is destroyed, abandoned, or never returned to us, no refund is possible.
  • When a package does return, the refund is the product cost only, minus:
    • Original outbound shipping
    • Return shipping billed to us
    • Carrier storage, handling, or brokerage fees
    • Any duties or taxes we are billed for
    • Credit card processing fees
  • If these deductions exceed the order total, no refund is owed, and we may invoice you for the balance.
  • Refunds may be issued as store credit at our discretion.

Additional Costs & Invoicing

We reserve the right to invoice you directly for any additional costs we incur as a result of a refused delivery, unclaimed package, or unpaid import charges — including return shipping, storage fees, duties, brokerage, and processing fees. Unpaid invoices may be referred to collections.

Chargebacks After a Refused Delivery

Filing a chargeback or payment dispute after refusing delivery or declining to pay import charges is a breach of this policy. We contest these disputes with tracking records, carrier correspondence, your checkout agreement, and this published policy.

Customers who chargeback a refused international delivery may be banned from future purchases.

Returns & Refunds

If you're not satisfied with your order, you have 30 days from the delivery date to contact us and begin a return.

Due to the nature of our products, all returned items must be destroyed upon receipt. Because of this, we ask that you work with us in good faith to troubleshoot or resolve any concerns before requesting a refund.

All refunds are subject to approval and the following terms:

  • Returns not related to a manufacturing defect will be refunded minus credit card processing fees and original shipping costs.
  • Return shipping is the buyer's responsibility.
  • Depending on the situation, refunds may be issued as a store credit or digital gift card.

We reserve the right to deny returns or refunds if we determine the return policy is being abused. Abuse includes (but is not limited to):

  • Repeated purchases and returns
  • No intention to use the products
  • Refusing to work with us toward a resolution
  • Other bad-faith behaviors
Start a Return

Warranty Coverage

We stand behind the quality of our products and offer the following warranties against manufacturing defects:

  • Silicone Parts (e.g., Standard and Custom Grippers) — 30 days
  • All Other Products (e.g., retainers, weights, spacers, accessories, apparel) — 365 days

If you experience an issue within the warranty period, contact us with a description of the problem. If we determine it is a manufacturing defect, we'll provide one of the following at our discretion:

  • A refund to your original payment method
  • A store credit
  • A replacement product

Note: Our warranty does not cover accidental damage, normal wear and tear, or any issue unrelated to material or manufacturing defects. Warranty remedies are limited to the product's purchase price or adjusted value if sold as part of a set.

File a Warranty Claim

Chargebacks & Payment Disputes

If something is wrong with your order, please contact us before disputing the charge with your bank. We resolve almost every issue directly, and faster than your bank can.

Chargebacks are costly and time-consuming for us to respond to regardless of outcome. Filing one without first giving us a chance to make it right may affect your ability to place future orders with us.

Contact Us Instead