FAQ/T&C

The Clear Guard Website Policies

These policies explain the ordering process, customer responsibilities, production and shipping, cancellations, returns, and the limited fitting warranty offered by The Clear Guard LLC. They apply to purchases accepted under this version of the policies. Mandatory consumer rights remain in effect.

Our customer-support team provides information about orders, materials, and the manufacturing process. Laboratory manufacturing and customer support do not substitute for an examination, diagnosis, prescription, or treatment plan from an appropriately licensed dental or medical professional. 

Acceptance and applicable documents

Before submitting an order, review these Terms of Service, the Shipping and Production Policy, and the Returns and Limited Fitting Warranty Policy. When these policies are clearly presented before purchase and you indicate your agreement, they form part of your purchase agreement to the extent permitted by law. Merely visiting our website does not establish your acceptance of purchase terms.

Orders and payment

Provide accurate contact, shipping, and order information. We may request clarification before accepting or completing an order. If we cannot lawfully or reasonably fulfill an order, we will notify you and refund payments for products or services we cannot supply, as required by law.

Prices and promotions are those disclosed for your purchase. Any limitations on promotional eligibility must be disclosed before purchase. Optional services and accessories are charged only when ordered or otherwise expressly authorized. We will not substitute a materially different product or add a charge without your agreement.

Customer responsibilities

Follow the instructions supplied with your impression materials and appliance. Provide the impressions, models, photographs, authorizations, and other records requested for your order. Notify us of changes that could affect fabrication, including extractions, restorations, orthodontic treatment, or other changes since your records were taken.

Use your order email address or include your order number when contacting us. Keep your email address and telephone number current and check for our messages, including your spam folder. These requests do not relieve us of our responsibility to communicate material order information.

Incomplete or distorted impressions can prevent fabrication or affect fit. A laboratory rejection does not by itself establish that a customer acted improperly; we will explain the finding and the steps needed to continue.

Impression review and order holds

Before mailing impressions, text clear, close-up photographs to 323-902-1175. Include your name and order number and wait for our response before mailing. A photograph can identify some problems, but photo approval is preliminary. Final acceptance requires inspection of the physical impressions by the laboratory. Looks Good 👍 is preliminary photo approval.

If an impression fails inspection, we will notify you by text or email, identify the affected arch or arches, explain the issue, and state whether replacement impressions, additional information, or professional review are needed. Where useful, we will include photographs. The notice will explain any charges and how to obtain materials. If we are providing materials at no charge, we will say so expressly and confirm the shipment when dispatched.

The affected appliance is on hold while required records or acceptable replacement impressions are outstanding. Production cannot proceed until the laboratory has accepted everything needed to fabricate that appliance. Approval of an upper impression alone does not establish approval of a complete upper-and-lower appliance.

We will provide reminders and a way to request assistance or cancellation. We will not treat silence as an agreement to indefinite delay. If your order remains incomplete, we may contact you with a stated response deadline and proposed next steps. Lack of a response does not automatically forfeit your payment. Any cancellation and refund will be handled under applicable law and the policy accepted for your purchase.

Records and models

Contact us before sending dental stone models. Models must be sufficiently recent and suitable for the requested appliance; normally we require models made within the preceding two months. We cannot determine mouth fit solely from a model. Model age, accuracy, and subsequent dental changes may affect fit. Our responsibility for manufacturing defects remains in effect.

Dental stone models can chip or break during handling or manufacturing. If this happens, we will explain the effect on your order and any required remedy. This statement does not waive responsibility imposed by law.

For a purchased Digital Scan Save service, manufacturing scans are normally retained for six months from purchase unless we expressly agree to a different retention period in writing. Availability of a saved scan does not establish that it remains suitable after dental changes. Contact us before ordering a replacement using saved records. External digital scans are not accepted unless we expressly confirm acceptance for that order.

Any legally required retention of clinical or other records is separate and remains applicable.

Appropriate use and professional care

Consult an appropriately licensed professional about suitability, particularly for sleep-apnea treatment, partial dentures, orthodontic appliances, or existing dental conditions. A custom fit is not a promise of a particular medical outcome. Do not stop prescribed treatment or change a treatment plan based solely on our website or customer-support communications.

For sleep-apnea appliances, professional assessment should address diagnosis, dental suitability, jaw function, and follow-up evaluation of effectiveness. Follow the device's approved labeling and your clinician's instructions. Do not use a sleep-apnea appliance for a person under 18 unless the product's authorized use and the treating professional expressly permit it.

Loose teeth, untreated dental disease, active jaw symptoms, recent dental work, significant restorations, inadequate retention, and other conditions may make an appliance unsuitable. Professional assessment and the applicable product labeling determine eligibility. A generic tooth-count checklist does not replace that assessment.

Do not force an appliance onto or off your teeth. Stop use and contact your dentist and us for severe or persistent pain, swelling, bleeding, tooth mobility, a broken or loose component, or an appliance that cannot be safely inserted or removed. Seek urgent medical care for breathing or swallowing difficulty. Do not continue wearing a device with a loose or broken component.

Outcomes and materials

Fit, comfort, durability, and clinical response vary. We do not promise a cure, elimination of symptoms, or a specific sleep-study result. This does not exclude express or implied warranties that apply by law.

Material descriptions, including BPA-free, metal-free, acrylic-free, and FDA-related statements, apply only to the specific product and materials identified in the product description and supported by appropriate documentation. A material's regulatory status does not by itself establish clearance or approval of a finished appliance. Product descriptions must identify any applicable device-specific regulatory status accurately.

Disputes and payment inquiries

Please contact support@theclearguard.com with your order number and concern so we can investigate and propose a resolution. We request a reasonable opportunity to respond, but this does not restrict your statutory deadlines, payment-dispute rights, access to regulators, or access to a court.

A payment reversal does not by itself decide a dispute about performance, product quality, or payment obligations. We will coordinate any refund with an active payment dispute to avoid duplicate credits and explain the process. We do not impose automatic penalties or attorney's fees solely because a customer initiates a dispute. Any remaining payment obligation or recovery is determined under applicable law.

Limits on certain losses

To the extent permitted by applicable law, The Clear Guard LLC is not responsible for indirect, incidental, or consequential losses arising from an order, including lost business income or travel-change costs. This provision does not limit liability for fraud, willful misconduct, a knowing statutory violation, any personal-injury liability that cannot lawfully be limited, or another liability or remedy that applicable law prohibits us from limiting. It does not eliminate a refund, warranty remedy, or other nonwaivable consumer right. Some jurisdictions do not permit these exclusions, so they may not apply to your purchase.

Sharing a travel date or other personal deadline does not by itself create a delivery guarantee. Any express written commitment concerning that deadline will be considered according to its terms and applicable law.

Governing law and courts

Florida law governs this agreement except where applicable conflict-of-law rules or mandatory consumer law require otherwise. This choice does not waive consumer protections that cannot lawfully be waived.

To the extent enforceable, claims arising from this agreement will be brought in a state court in Miami-Dade County, Florida, or a federal court serving that county with jurisdiction over the claim. This provision does not prevent either party from using a small-claims court or another forum where mandatory law gives that party the right to proceed. It does not establish jurisdiction where the law does not permit it. We do not require mandatory arbitration under these terms.

Attorney's fees, costs, interest, and other litigation expenses are recoverable only when authorized by applicable law. A request to contact us before suit does not replace or shorten a statutory demand, notice, or response period, including any applicable consumer-protection demand procedure.

Policy changes and severability

New policy versions apply prospectively to purchases accepted under those versions. We will not apply a later restriction to an existing order without a legally effective agreement. Any amendment to a pending order must be expressly agreed where required by law.

If a provision cannot be enforced, the remaining provisions continue to the extent permitted by law. No provision excludes a right that applicable law makes non-waivable.

Contact

The Clear Guard LLC | support@theclearguard.com | 323-902-1175. For a return, request the current authorized return address before shipping. Customer-support contact information does not designate an agent for legal service of process.

Shipping and Production Policy

Initial shipment

Your order confirmation identifies the impression kit and any accessories included with your purchase. The kit includes the trays and putty appropriate to your order, instructions, access to videos, and a prepaid USPS return label. Quantities vary by product and selected arches.

Order processing generally takes 1-3 business days before kit dispatch unless another timeframe is disclosed before purchase. USPS delivery commonly takes approximately 2-5 business days after dispatch, depending on the service and destination. Carrier estimates can vary. We currently ship within the United States only.

We will send shipping confirmation and tracking when available. Creation of a shipping label does not mean that the package has been handed to the carrier.

Replacement materials and return shipping

Existing customers may order replacement materials from https://theclearguard.com/products/dental-impression-trays-additional. The price, quantity, outbound shipping charge if any, and included materials are those disclosed before that purchase. A prepaid return shipping label is included with replacement impression materials.

If we offer replacement materials and shipping at no charge for a particular order, that written offer controls. We will not later deduct a charge for a kit described as free unless a separate charge was clearly disclosed and agreed in advance and is lawful.

Contact us if a label is missing or unsuitable. Before mailing replacement impressions, complete the photo-review step described in the Terms of Service. Keep the impressions in their trays and package them according to the supplied instructions.

Inspection and manufacturing start

Receiving impressions at our facility is separate from laboratory inspection and acceptance. We will notify you when the records are accepted or when an issue requires action. Manufacturing begins when the laboratory has accepted all required records and starts actual fabrication of the ordered appliance. Receipt, photographing, inspection, or approval of only one required arch does not by itself establish that fabrication has started.

We will record the manufacturing start date. If you request cancellation, we will explain the stage reached and any applicable lawful deduction or voluntary refund option.

Production estimates

Unless your product page or accepted order specifies otherwise, standard production is estimated at approximately three weeks after laboratory acceptance of all required records. Rush production is estimated at 12-14 business days and Super Rush at 5-7 business days. Super Rush orders must be approved by The Clear Guard LLC prior to manufacturing. Business days exclude weekends and holidays when the laboratory is closed. Rush and Super Rush provide priority handling but do not guarantee a carrier delivery date. Suitable impressions are required before fabrication. We will give an updated estimate after any necessary replacement records are approved.

These estimates describe fabrication time. Initial kit shipment, customer impression preparation, return transit, initial inspection, final quality inspection, packaging, and final carrier transit are separate stages. Our order communications will explain any material additional time. Estimated timing does not remove our obligation to communicate delays or comply with shipment and refund laws.

Multiple appliances, necessary remakes, or additional records may extend timing. We will explain any additional time required for your order.

Holds and delays

If records are missing or unsuitable, we will identify the affected appliance as on hold and explain the action needed, material costs, shipping arrangements, and available next steps. We cannot provide a reliable completion date before essential replacement impressions are accepted. We will then provide a revised estimate.

If a production or shipping commitment cannot be met, we will promptly communicate the reason and a revised shipment date, or state when no reliable date is available. Where law requires a delay notice, cancellation option, express consent, automatic cancellation, or refund, we will provide it. We will not treat a general agreement to these policies as consent to every future delay.

A customer may request an update or cancellation by emailing support@theclearguard.com. Refund rights imposed by shipment law take priority over voluntary cancellation deductions and change-of-mind refund limits. We do not forfeit a payment solely because an order has been awaiting impressions for more than 30 days.

Travel and time-sensitive requests

Contact us before ordering if you need delivery by a particular date. We will explain whether the requested timing is feasible and identify any written commitment we can make. Rush handling alone is not a guaranteed delivery date. Shipping, inspection, and any required replacement impressions must be considered. An estimated timeframe does not negate a specific written delivery promise we make.

Final shipment and delivery problems

We dispatch completed appliances after manufacturing and final inspection. Sleep-apnea and EMA shipments require USPS signature confirmation. Monitor tracking and arrange receipt or pickup when needed. A carrier's delay or a delivery problem should be reported so we can investigate.

For a missing, damaged, or incorrectly delivered shipment, contact us and retain the packaging and tracking information. We will assist with the carrier inquiry and provide any remedy required by law. We do not treat creation of a label or handoff to a carrier as automatic proof that all delivery obligations have been satisfied.

If a package is returned because of an incorrect address supplied by the customer, refusal, or failure to collect it, we will explain the reshipment options and any reasonable charge before proceeding. We will not charge a customer to correct our own shipping error. Refusal of delivery does not expand or remove legal return rights.

Returns and Limited Fitting Warranty Policy

Scope and statutory rights

This policy separates voluntary cancellation and change-of-mind returns from remedies for defects, incorrect goods, non-delivery, and other legally protected claims. Custom manufacturing does not eliminate statutory consumer or warranty rights. A voluntary refund percentage or deadline below does not limit a remedy required by law.

Contact support@theclearguard.com with your order number to request cancellation, fitting service, or a return. We will provide instructions and explain any applicable charges before you incur them.

Cancellation before fabrication

You may request cancellation before actual fabrication of the appliance begins. For a voluntary change-of-mind cancellation, a 5% cancellation processing charge applies only if clearly disclosed before purchase and permitted by law. It is not a statement that every payment processor charges or retains 5%.

If impression kits have already been dispatched, separately disclosed kit charges may be deducted where lawful: $19.95 for one kit or $39.95 for two kits. These kit deductions include their associated shipping and handling; we will not add duplicate deductions for the same cost. A separately purchased accessory or service is assessed according to whether it was supplied or performed and applicable law. Total deductions cannot exceed the amount paid for the canceled order.

We will itemize proposed deductions and identify any separately priced portion of the order. No processing or kit deduction applies where a full refund is legally required or where we expressly offer a full refund without deductions. An order being on hold does not by itself establish that fabrication has started.

Voluntary cancellation after fabrication starts

Because an appliance is made for a particular customer, a full change-of-mind refund is ordinarily unavailable after actual fabrication begins. If you cancel before shipment, our voluntary refund is 30% of the affected appliance's purchase price after discounts, excluding separately priced items and services, subject to the exceptions below.

We will not use this restriction to deny a required remedy for our failure to perform, an unmet shipment obligation, or another protected claim. We will explain the manufacturing stage rather than treating kit shipment as appliance fabrication.

Change-of-mind returns after delivery

For sleep-apnea and EMA appliances, Hawley retainers, and flexible, acrylic, and clear partial dentures, request a voluntary return within seven calendar days after delivery for a 30% refund of the affected appliance's purchase price after discounts. Requests made from day 8 through day 30 qualify for a 10% voluntary refund. After day 30, this voluntary return benefit ends. Shipping, optional services, and accessories are assessed separately below.

For clear retainers and night guards, request a voluntary return within 30 calendar days after delivery. An eligible change-of-mind return of an unused appliance qualifies for refund of the appliance purchase price after discounts. Ordinary shipping charges and performed optional services are excluded only where lawful. Fitting concerns are addressed under the limited fitting warranty and any applicable statutory rights.

For a voluntary return, return the appliance, included dental stone models if supplied, and original packaging where reasonably available. Products must be in their original condition and must not have been worn beyond a reasonable fitting evaluation. Clear retainers and night guards returned solely because of a change of mind must be unused. We will provide the return address and a reasonable return deadline when authorizing the return. Loss of packaging alone does not eliminate a remedy for defective goods.

Incorrect goods and defects

Tell us promptly if you receive the wrong item, an item damaged on arrival, or an appliance with a suspected manufacturing defect. Send relevant photographs and describe the issue. We will assess the claim and provide the appropriate repair, replacement, refund, or other remedy under applicable law.

When the problem is our shipping error or a confirmed manufacturing defect, we cover reasonable shipping needed for the remedy. We may request the appliance for inspection and will explain the return arrangement. Contact outside the voluntary return period does not automatically eliminate a statutory claim. Any product-safety concern is assessed separately from a change-of-mind request.

The Clear Guard limited fitting warranty

The Clear Guard LLC provides a 30-calendar-day limited fitting warranty beginning on delivery of a custom appliance, unless a longer warranty was expressly included with your purchase. Notify support@theclearguard.com within that period and describe your fitting concern. Timely notice preserves your request while we arrange evaluation and service; transit and our processing time do not defeat a timely claim.

This warranty covers laboratory evaluation and reasonable fitting adjustments without a production charge. If adjustment cannot correct a covered fit problem, we will provide an appropriate remake or another remedy required by law. Clear retainers and night guards with a covered fit problem will be remade without a production charge when needed. New impressions may be required to achieve an appropriate fit.

For a routine fitting adjustment that is not caused by a confirmed manufacturing defect, the customer pays reasonable shipping and handling disclosed in advance. We cover shipping for our own errors or confirmed manufacturing defects and where law otherwise requires it. This warranty is not a guarantee of a particular clinical result.

Damage caused by pets, misuse, improper cleaning, ordinary wear, or alterations is not covered under this voluntary fitting benefit. Changes in teeth or restorations after the accepted records were taken may require a paid replacement. An alteration does not automatically void all rights: an exclusion applies only to the problem caused by the alteration or other excluded event, to the extent lawful. We do not exclude an unrelated defect solely because another person serviced the product.

There is no charge for correcting the same unresolved covered manufacturing defect merely because earlier repair or remake attempts were unsuccessful. Necessary repeated attempts do not automatically convert a covered claim into a paid service. Other paid remakes or requested changes require a written quote and customer approval.

This limited warranty gives you specific legal rights, and you may also have other rights that vary by state. We do not disclaim implied warranties through this policy or shorten their legally required duration.

Paid repairs and requested changes

Outside covered warranty service or other legally required remedies, we will quote repair or remake charges before work starts. A requested partial-denture design or tooth-color change after correct manufacture may be quoted at 50% of the current appliance price. Other voluntary remakes may also require new impressions and a quoted charge. No repair is promised until the device has been evaluated.

We do not charge a blanket per-tray fee merely because seven days have elapsed after delivery. We will distinguish an excluded damage repair, a change requested by the customer, and an unresolved covered defect. Broken buttons or connectors should not be repaired at home unless specifically authorized by a qualified professional and the product instructions.

Accessories and optional services

For hygiene reasons, opened or used connectors, replacement bands, AM aligners, and other personal-use accessories are not eligible for voluntary change-of-mind returns. Any additional restriction on unopened accessories must be disclosed before purchase. Defective, incorrect, or legally nonconforming accessories remain eligible for the required remedy.

Rush, Super Rush, digital scanning, model storage, and model printing charges are assessed according to the service actually performed. Performed services are ordinarily not refunded for a change of mind. Charges for services not supplied are refunded when the order is canceled, subject to applicable law. If promised priority service was not provided, we will evaluate the charge and any required remedy; describing rush timing as an estimate does not excuse failure to provide the purchased priority.

An impression kit cannot be reused or resold after customer use. This does not eliminate rights relating to defective materials, an incorrect shipment, or a full refund required by law. A kit described as complimentary is not later charged contrary to the accepted offer.

Processing refunds and avoiding duplicate credits

We will confirm the approved refund and any lawful itemized deduction in writing. Refunds are normally returned to the original payment method. We process them promptly and within any shorter legal deadline that applies. The time for a bank to display a credit is separate from our processing time.

Tell us about any pending payment dispute so we can coordinate the credit. Accepting a refund does not by itself constitute a release of additional claims unless the parties enter a valid separate settlement agreement.

Frequently Asked Questions

What arrives with my order

Your first shipment normally contains the impression materials appropriate to your ordered product and arches, written instructions, access to videos, and a prepaid return label. Your order description identifies quantities. After fabrication and quality inspection, we ship the custom appliance, included storage case, and any ordered accessories that have not already shipped.

Why might an impression need replacement

An impression may omit important tooth surfaces, lack sufficient depth, or show distortion from movement or early removal. The lab needs records suitable for the requested appliance. We will identify which arch needs replacement and explain how to continue. An unusable impression places the affected appliance on hold until a suitable replacement is received and accepted.

Should I send photographs before mailing

Yes. Send clear, close-up photographs of all requested impressions text 323-902-1175 with your order number. Wait for our response before mailing. Photo approval is preliminary because some issues can only be identified by physical laboratory inspection.

How do I obtain replacement materials

Existing customers can order at https://theclearguard.com/products/dental-impression-trays-additional. Check the current price and kit contents before purchase. Replacement materials include a prepaid return label. If we offer materials at no charge, we will confirm that arrangement in writing.

Which impression instructions should I follow

Read the instructions supplied with your particular material and watch the relevant videos at https://theclearguard.com/pages/how-it-works. Working and setting times depend on the material. Contact us before mixing if printed instructions and a video differ. Do not improvise the setting time or force a tray that does not fit comfortably.

Why does impression depth matter

The impression must capture the tooth surfaces needed for the appliance. Incomplete or distorted records can affect retention and fit. The laboratory will decide whether the records are acceptable; we do not promise to manufacture an appliance from any impression regardless of quality.

How do clear retainer thicknesses differ

A 1.0 mm clear retainer is generally thinner and more flexible than a 1.5 mm retainer. The thicker version is generally stiffer. Comfort, durability, and retention depend on the product design, anatomy, use, and accepted records. Consult your dental professional about the appropriate appliance. Do not force a tight retainer into place.

Are all products made from the same materials

No. Material composition varies by appliance. Consult the specific product description or ask us before ordering if you have a known allergy or material restriction. Claims concerning BPA, acrylic, metal, or FDA status must relate to the identified product and supporting documentation.

Is this the same as treatment through a dentist

Our laboratory service is not an in-person examination or a comprehensive treatment service. A dentist may provide similar categories of appliances together with diagnosis, a treatment plan, fitting, and follow-up. Product similarity does not establish equivalence of care or clinical results. Obtain required professional assessment and authorizations before purchase and use.

What if my appliance does not fit

Contact us with your order number and fitting concern. Do not force the device or continue using it if it causes severe or persistent pain. We will explain evaluation and fitting options under the limited fitting warranty and applicable law. A repair that fails inspection will not be represented as successfully completed.

Can rush service meet a travel deadline

Ask us before ordering. Rush service provides laboratory priority after suitable records are accepted; shipping and inspection are separate. A travel deadline is guaranteed only if we expressly make an enforceable written commitment. If a delay arises, we will communicate the next steps and applicable cancellation rights.

Where can I get help

Email support@theclearguard.com or text 323-902-1175 with your name and order number. The website's support resources can help with the ordering process. Questions about diagnosis, medical suitability, or changing treatment belong with an appropriately licensed professional.