Shipping policy
At usmile, we understand that timely and efficient delivery is crucial to serving our esteemed customers.
Shipping Timeline
We normally process orders within 1–2 business days. Many orders are dispatched shortly thereafter, although processing and dispatch times may vary. The estimated delivery time is approximately 3–15 days.
However, due to the high order volume during November and December, processing times may be slightly longer than usual. Please allow up to 5 business days for order handling and dispatch. Once shipped, your package is expected to arrive within 3–15 days depending on your location.
We do not ship to P.O. Boxes.
To optimize and streamline the delivery process, please note that items in your order may be shipped at different times depending on availability. However, please be aware that we cannot guarantee the estimated delivery date, and delivery may be delayed due to unforeseen events or adverse weather conditions. For a safe and reliable shopping experience, we may need to verify orders with customers, which could cause delays.
Additionally, shipping times may vary depending on your distance from the distribution center and stock availability. If you need to request a change to your order, please contact us as soon as possible. We cannot guarantee that changes can be made once order processing has begun or after the package has been shipped.
Shipping Charges
United States:
Orders of $0-$59.00 will incur a shipping fee of $9.99.
Orders of $59.01-$98.99 will incur a shipping fee of $5.99.
Orders of $99.00 or more qualify for free shipping.
Additional shipping charges may apply for signature service or for shipments to Alaska or Hawaii.
Canada:
Orders of $0-$138.99CAD will incur a shipping fee of $9.99 CAD.
Orders of $139.00CAD or more qualify for free shipping.
If the shipping address is incorrectly provided due to customer error, the customer will be responsible for the cost of reshipping.
Shipment Confirmation and Order Tracking
If you provided an email address at checkout, you will receive a shipment confirmation email once your order is shipped.
This email will include your tracking number, allowing you to track your order directly on the carrier's website. Tracking information is typically available within 24 hours after shipment confirmation.
If you do not receive an order tracking update within 3 business days, please contact our customer service team at service@usmile.com.
Damage Compensation
If your goods are damaged or lost in transit before delivery is completed, please notify us promptly so that we can review the issue and, where appropriate, assist with the claim process or determine an appropriate resolution in accordance with this Policy and applicable law. If your items are damaged, please retain all packaging materials and damaged goods. Please also refer to our Return and Refund Policy for claims relating to items that arrive damaged, broken, stained, or otherwise in an unsatisfactory condition. This section does not apply to orders that the carrier marks as delivered; such claims are handled under the“Risk and Loss”section below. For the avoidance of doubt, this does not apply to claims that a Product arrived damaged, broken, stained, or otherwise in an unsatisfactory condition, which are governed by our Return and Refund Policy.
Risk and Loss
To the extent permitted by applicable law, title to, and risk of loss for, products shipped by carrier pass to you upon our delivery of the products to the carrier. If the carrier’s tracking information or proof of delivery shows that your order has been delivered, but you cannot locate the package, you must contact the shipping carrier directly to report the issue and pursue any claim for loss, theft, or misdelivery. Upon request, we may provide available shipping information or proof of delivery to assist you with your claim, but we are not responsible for reimbursing, replacing, or reshipping orders that the carrier marks as delivered, to the extent permitted by applicable law. If you receive the wrong item, please contact us within fifteen (15) after delivery. If your Product arrives damaged, broken, stained, or otherwise in an unsatisfactory condition, please follow the damaged product procedure set out in our Return and Refund Policy, including the reporting timeframe stated there. We reserve the right to limit or deny replacements, reshipments, or refunds in cases of suspected fraud, abuse, repeated claims, or where the available evidence does not support the claim, to the extent permitted by applicable law.
If we provide a courtesy reshipment for a claim that is not otherwise covered by our standard policy, the courtesy reshipment itself may not be eligible for return or refund, to the extent permitted by applicable law.
Questions
If you have any questions regarding your order or our shipping policy, please feel free to contact our customer service team at service@usmile.com.
Thank you for shopping with usmile!