What if my parcel or product is damaged?

If you received a damaged order that was purchased from our online store, please notify us within 7 days of the parcel being
delivered at support@dsmile.com for assistance.
Take clear photos of everything you have received and the condition of the parcel/products. We can inspect the damaged package and the damaged items may be replaced.
If you placed the order through a partner dental clinic, you’ll need to contact them for further assistance.

What if I received the wrong product?

Whit any shipping issues, please contact us within 7 days from the date of delivery on support@dsmile.com.

My products haven’t arrived yet

If your order has not arrived within 5 working days from the original order date, please contact our Customer Service team at: support@dsmile.com and this will be investigated. Please also see... as there may be some delay depending on when the order is placed.

Depending on the courier that is used for your order we will attempt to resolve the issue as quickly as possible. We have to follow the couriers guidelines for lost or undelivered parcels.

Please note we are not responsible for lost or stolen parcel so we will not be able to refund lost parcels and may not be able to send another parcel. We believe in our products. If you are not satisfied with any order you placed through dsmile.com, then you may request a refund within 21 days of the purchase date. To request a refund, email us at support@dsmile.com . Include your order number in the email subject line and a brief message for the reason you are requesting a refund

Please Do not attempt to send back your order without contacting us first.

• Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.
• Please make sure that the returns form has been approved - without approval it may result in your return not being processed.

for international orders, duties and taxes are non-refundable.

Once returned you will be entitled to a full refund which will not include the cost of the return postage

We provide a full product cost refund for refill orders too (less any incurred shipping) within 21 days of purchase. Please email us to confirm our return address and an RMA number for your package. Return postage is not included, and we are unable to issue prepaid shipping labels.

The guidelines above only apply to items purchased directly from dsmile through our web store, not through retail locations or any third parties. Please contact the dental clinic and retailer’s customer support team and provide the original dated receipt. Note that orders placed with our retail partners are subject to the return policy of each retailer.

Return form:

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What are Dsmile subscriptions?

To help subscribers brush better, we automatically deliver fresh supplies on a 3-month dentist-recommended schedule (before bristles become worn out and ineffective).
You can also buy our products as a one off purchase and then order replacement products anytime you need.
You can pause or cancel your subscription at any time as well as amend the dates or change the refill frequency at any time during your subscription. HERE No contracts.

If you have purchased a toothbrush from a dental clinic and are claiming your free starter kit then the checkout process will ask you to select a refill frequency and add a subscription to your account

What are Dsmile subscriptions?

We like to keep it simple, that’s why we only have 3 subscription plans,

These can be set to a delivery frequency of every 1, 2 and 3 months.

Currently we offer three refill plans: How does the prepaid plan work?

With the prepaid plan, you pay up front to get the best deal and we send your supplies over the course of the year. We send the refills on the same schedule as all other plans so that you’ll receive them every 3 months.

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