Shipping policy

POLÍTICA DE ENVÍO (Shipping policy)
Last updated: October 27, 2026

Thank you for shopping with SmilePlax. Please read this policy before you place an order.

1. Where we ship
We currently ship only within the United States, except Alaska, Hawaii and Puerto Rico, which we can’t serve at the moment. If your address can’t be selected at checkout, we can’t ship to it yet. Please make sure your shipping address is complete and correct at checkout; we are not responsible for delays, failed deliveries or extra costs caused by an incorrect or incomplete address.

2. Shipping costs
Standard shipping is a flat rate of $4.99 per order. The exact shipping cost is always shown at checkout before you pay. We may change shipping rates or offer free shipping in the future; the rate shown at checkout when you place your order is the one that applies to that order.

3. Preparation time
Orders are prepared in 1–3 days after payment is authorized and verified. Preparation can take longer during holidays, promotions or periods of high demand. We may hold or cancel orders suspected of fraud or with payment verification problems; if we cancel a paid order, we refund it in full.

4. Delivery time
After your order ships, delivery usually takes 7–14 business days. These are estimates, not guaranteed delivery dates; carrier operations, weather, peak seasons and other events outside our control can cause delays.

5. If we can’t ship on time
If we cannot ship your order within the time stated above, we will email you with a new estimated shipping date and give you the option to cancel your order for a full refund. If you cancel, or if we cannot ship at all, we will refund you within 7 business days (for card payments, the refund is issued within one billing cycle).

6. Order tracking
When your order ships, you will receive a shipping confirmation email with tracking information when available. Tracking updates come from the carrier and sometimes take a few days to appear.

7. Lost packages and orders with no tracking updates
If tracking shows your package is still in transit, please allow a few extra days before contacting us. If the carrier confirms your package is lost, or your tracking has shown no updates for 30 days, email us and we will offer a refund or a reshipment, as described in our Refund Policy.

8. Delivered packages
An order is considered delivered when the carrier marks it as delivered to the address provided at checkout. If your tracking says “Delivered” but you did not receive the package, please contact your local carrier first and then email us with the carrier’s response; we investigate every case before approving a refund or reshipment. We are not responsible for packages that are stolen or misplaced after the carrier confirms delivery.

9. Wrong address or contact information
You are responsible for entering a complete and correct shipping address and phone number. We cannot refund or reship for free orders that fail because of an incorrect or incomplete address, a wrong phone number, or because nobody answered the carrier. If a package comes back to us for one of these reasons, we can try to send it again for an additional $10 USD reshipping fee per package; otherwise no refund applies.

10. Address changes
If you need to change your shipping address, email us as soon as possible. We will try to help, but we cannot guarantee changes once an order is being prepared or has shipped.

11. Multiple shipments
Items from the same order may ship separately. You will not pay extra shipping for split shipments.

12. Events outside our control
We are not responsible for delays or losses caused by events outside our control, such as natural disasters, severe weather, wars, strikes, government closures, or carrier or customs problems.

13. Risk of loss
Responsibility for the products passes to you when the carrier delivers them to the address you provided at checkout.

14. Contact
SmilePlax
Email: support@smileplax.com