SHIPPING, RETURNS & REPLACEMENT POLICY

Last Updated: August 2026

At Vision Dental Lab, we want the ordering and impression process to be straightforward. Because many of our products are custom-made or intended for use in or around the mouth, our return policy is designed to protect both product quality and customer safety.

If something arrives damaged, doesn't fit as intended, or you have trouble completing your impression, contact us. We'll work with you to determine the appropriate next step.

1. WHERE WE SHIP

Vision Dental Lab currently ships within the United States only.

We do not currently offer international shipping.

Shipping times may vary depending on the product, destination, carrier, order volume, and whether an acceptable impression or other information is required before fabrication can begin.

Any delivery dates provided are estimates unless expressly stated otherwise.

2. ORDER CANCELLATIONS

Changed your mind? Contact us as soon as possible.

Orders canceled before the order has been shipped or custom fabrication has begun are generally eligible for a full refund.

Once custom fabrication has begun, an order may no longer be eligible for cancellation or a full refund because the product is being manufactured specifically for the customer.

3. UNOPENED RETURNS

Unused products and impression kits may be eligible for a full refund when they are:

• unopened;

• unused;

• intact;

• in their original condition; and

• returned with all original components.

Please contact Vision Dental Lab before returning an order so we can provide the appropriate return instructions.

4. OPENED PRODUCTS & IMPRESSION KITS

Because our impression materials, trays, and dental appliances are intended for personal use and may come into contact with the mouth, opened or used products generally cannot be returned for resale.

Once packaging has been opened, we cannot always verify that the product has remained uncontaminated, undamaged, or otherwise suitable for another customer.

For this reason, opening or using a product may affect refund eligibility.

This does not prevent you from contacting us about a product that arrived damaged, defective, incorrect, or otherwise qualifies for a replacement or refund under this policy or applicable law.

5. DAMAGED OR DEFECTIVE ORDERS

If something arrives wrong, we'll work to make it right.

If your order arrives damaged, broken, defective, or materially different from what you ordered, contact Vision Dental Lab as soon as reasonably possible.

We may request photographs, order information, or return of the affected item so we can evaluate what happened.

When we confirm that an item arrived damaged or defective, Vision Dental Lab may, as appropriate:

replace the affected product at no additional product cost;

provide the necessary replacement component;

or

issue an appropriate refund when replacement is not reasonably available or another remedy is required.

We may provide a prepaid return method when the damaged or defective product needs to be returned.

6. IMPRESSION TRAY DOESN'T FIT

We understand that not every impression tray will work correctly for every person.

If the supplied impression tray is damaged or does not reasonably fit, do not force it into your mouth or attempt to modify it yourself.

Contact Vision Dental Lab.

We will review the issue and, when appropriate, arrange for a replacement tray or replacement kit.

Never force an impression tray onto or off your teeth.

7. NEED MORE IMPRESSION MATERIAL?

Getting a usable impression can sometimes take more than one attempt.

If you are unable to obtain an acceptable impression with your initial kit or need additional impression material, contact Vision Dental Lab before purchasing another kit.

Depending on the circumstances, we may ask you to return the original kit and will provide a replacement impression kit so you can make another attempt.

Our goal is to get an impression that gives our lab the information necessary to fabricate your custom appliance correctly.

8. SECOND IMPRESSION ATTEMPT

If you are still unable to obtain an acceptable impression after using a replacement kit, contact Vision Dental Lab before making additional attempts.

After the second kit, Vision Dental Lab may offer an alternative 3D impression/scan option at cost, when available and appropriate for the product being ordered.

Any 3D scanning option requiring an intraoral procedure must be performed through an appropriately qualified or authorized provider where required by applicable law.

Additional costs associated with the 3D option will be disclosed before you choose to proceed.

9. CUSTOM DENTAL APPLIANCES

Because custom dental appliances are individually fabricated from a customer's submitted impression, scan, model, or other specifications, they generally cannot be returned simply because the customer changes their mind after fabrication or use.

However, custom does not mean you're stuck with a product that arrives damaged or has a verified manufacturing problem.

If your appliance arrives:

• broken;

• damaged;

• materially defective; or

• with another apparent manufacturing issue,

contact us so we can evaluate the appliance and determine whether a repair, remake, replacement, or refund is appropriate.

We may require the original appliance to be returned before issuing a replacement or refund.

10. USED OR WORN APPLIANCES

For health, hygiene, and product-integrity reasons, appliances that have been worn, used, or placed in the mouth generally are not eligible for a return or refund solely because the customer no longer wants the product.

A used product may still qualify for a remedy if it is determined to be damaged, defective, incorrectly manufactured, or otherwise subject to rights available under applicable law.

Normal wear, misuse, unauthorized modification, accidental damage, improper cleaning, improper storage, excessive heat exposure, or damage caused after delivery generally does not qualify as a manufacturing defect.

11. REFUND AMOUNTS

When a refund is approved, the amount will depend on the circumstances of the return, including the condition of the product, whether it has been opened or used, whether custom fabrication has begun, and the reason for the return.

A full refund is generally available for eligible cancellations and qualifying unopened, unused returns in original condition.

Opened, used, custom-fabricated, incomplete, or otherwise non-resalable products may not qualify for a full refund unless the product is damaged, defective, incorrect, or applicable law requires another remedy.

Nothing in this policy limits rights or remedies that cannot lawfully be limited.

12. SHIPPING DAMAGE

If a package appears damaged when delivered, please photograph the shipping package and affected product before discarding the packaging whenever reasonably possible.

Contact Vision Dental Lab with your order information and photographs so we can evaluate the shipment and work toward a replacement or other appropriate resolution.

13. RETURN SHIPPING

Before returning any product, please contact Vision Dental Lab for return instructions.

Do not send used dental appliances or impression materials back without first receiving instructions from us.

Depending on the reason for the return, Vision Dental Lab will determine whether return shipping is provided by us or is the customer's responsibility.

For confirmed products that arrived damaged, defective, or incorrect, Vision Dental Lab will generally cover reasonable return shipping when a return is required.

14. SHIPPING DELAYS

Once an order has been transferred to a shipping carrier, delivery may occasionally be affected by circumstances outside Vision Dental Lab's reasonable control, including weather, carrier delays, transportation disruptions, incorrect addresses, or other unforeseen events.

If you experience a delivery problem, contact us and we will make reasonable efforts to help determine what happened and identify an appropriate solution.

15. CONTACT US

Have an issue with an order? Contact us before throwing anything away or attempting to modify the product.

Our team will review the situation and help determine whether you need a replacement component, new impression kit, remake, return, or another solution.

Vision Dental Lab
Idaho Falls, Idaho

Please use the current contact information provided on our website.

OUR COMMITMENT

We know custom dental appliances are different from ordinary online purchases.

If something is wrong, tell us. Our goal is to make the process straightforward, fair, and focused on getting you an appliance made correctly for you.