FAQ

Frequently Asked Questions

Order Process

How does the order process work? 

  1. Begin by selecting your desired product in our shop. If you don’t have dental models from your dentist, you can include an impression kit from the product options.
  2. This kit includes everything needed to take a dental impression at home.
  3. Proceed to complete your order and payment.
  4. After order confirmation, we'll ship your impression kit (if ordered) and provide information on how to return your impressions via email.
  5. Upon receiving your impressions at our laboratory, production of your order begins.
  6. You'll receive an email notification, including a photo of your completed order.
  7. If there are no changes requested, your order is sent to our warehouse and then shipped to your address.

Do I need dental impressions or models? 

We require a model or impression of your teeth for production. If you lack a dental model from your dentist, you can add an impression kit with your product order, containing all necessary tools to easily take a dental impression at home.

How long does it take? 

Production takes approximately one week upon receipt of your impressions. The total process may also involve shipping the impression kit, the time required for taking impressions and sending them to our hub, as well as delivery to the lab and from the lab to your address. Overall, expect about four weeks for the complete process, though it may vary based on your location and the time taken to return impressions.

Can I request customizations? 

Yes, since our products are individually made, customizations are typically possible. You can mention customization preferences (e.g., different colors in the acrylic, a tongue crib) in the "Comment" field during the final step of ordering. If a request is not feasible or additional costs apply, we’ll inform you after order confirmation.

How can I order if you already have my dental impressions? 

If we have your impressions from a previous order, you may order your desired product without adding an impression kit. During the ordering process, leave a comment requesting us to use your previous impressions, providing the order number if available.

Can I change my order later? 

You can modify your order anytime before production begins without needing to cancel the order. Simply contact us to discuss changes.

Impressions

Is it easy to take the impressions? 

Yes, our impression kit allows you to quickly and easily take impressions at home. Further details and video instructions are available here: Impression Kit Process.

How can I return my impressions?

  • If ordering from the US or Canada, send your impressions to our US shipping hub in Nashua, NH.
  • If ordering from Europe, send them to our UK hub in Sheffield.

Before returning your impressions, please email us photos of them. We will then provide you with all necessary return information, including the shipping address and your individual return form.

Can I send my impressions first and order later? 

No, you must complete your order first to include your order number on the return form. This ensures your impressions are correctly processed and matched with your order. Complete the ordering process, then email photos of your impressions before returning them.

Will you keep my impressions for future orders? 

Yes, we archive impressions for approximately 12 months, unless otherwise requested. This allows you to avoid making new impressions for future orders, provided your tooth position remains unchanged and previous orders fit well.

Did my impressions arrive? 

You will automatically receive an email notification once your impressions reach our laboratory. After sending them to our hub, use the parcel’s tracking number to verify if they have arrived. Once forwarded to the laboratory, production time is about one week.

 

 

Products

How are your products made? 

Trained dental technicians custom-make our products in an orthodontic laboratory, using your specific dental impressions. We use high-quality materials, ensuring each product is unique and fits perfectly.

Can I use your products for medical treatment purposes? 

Our products are not for self-medical treatment and cannot replace professional dental or orthodontic care. Consultation with a local orthodontist is necessary for treatment uses.

What happens if my order doesn't fit? 

We guarantee a perfect fit based on your provided impression. If the product fits the model but not your actual teeth due to impression issues or tooth position changes, a new impression and product remake may be required.

 

 

Delivery

Where will my order be shipped from? 

Orders are shipped from the USA or EU warehouses based on your location. US and Canadian orders ship from our US warehouse, while European orders ship from our EU warehouse. Delivery within the US is about 2-3 business days, Europe 3-4 days, and Germany 1-2 days.

Do I have to pay import taxes for my order? 

No import taxes for orders from the USA or EU countries. Orders from outside these areas may incur import taxes, payable upon delivery.

Will my order be packed discreetly?

Yes, your order will be packed discreetly, without any stickers, logos, or the term "MaxOut" on the packaging. The only detail visible will be the sender’s address from our shipping provider.