Our Policies
Pickup & Delivery
Smilewire offers pick-up and delivery services throughout The Bay Area. We go to each area once per day. Please contact us directly about your specific location. To request a pick-up, please call us by 10am of that day. Any requests made later than that will have to be scheduled for the following day.
Turnaround Time
Please allow at least 4-5 business days for standard retainers and metal appliances. Advanced appliances may need more time. For mailing accounts, allow additional time for transit. Rush two-day (48 hours) turnaround available in case of emergencies by special request for an additional charge.
Remakes & Repairs
Our warranty for most appliances is 90 days from the delivery date. If an appliance breaks within that period of time, we will repair it for free. If an appliance breaks after the warranty has expired, we will repair it (if possible) for a partial fee or remake it at full price. If an appliance was made incorrectly, we will remake it for free. In the case where an appliance fits the model but does not fit the patient, there is a possibility of a distortion due to a poorly-taken impression: thus, a new model will be necessary for a remake. Any "redo" appliances must be returned to the lab in order for the warranty to be applied. Distortions happen occasionally, but an excessive amount of remakes not at the lab's fault will lead to regular charges.