Return Policy | ORB Sport

Return Policy

At ORB we strive to provide you with high quality products that meet your expectations. If you are not completely satisfied with your purchase, you may be eligible to return the product and request a refund.

To be eligible for a return, the following conditions must be met:

Timely request: You will be provided with two 30-day return windows. The first return window will begin once you receive the impression kit. The second return window will begin after you receive your ORB Sport Smart Mouthguard. See details and refund amounts below:

Impression Kit returns

Timeline	Return window	Refund Amount	Return Product Required?
Impression kit has not been sent in for manufacturing	Within 30 days from date impression kit is delivered	100% Purchase price refund	Impression Kit Return Not Required
Impression kit has been sent in for manufacturing	Within 30 days from date impression kit is delivered	Purchase price, less 15% restocking fee	Impression Kit was already sent

Mouthguard returns

Stage	Return window	Refund Amount	Return Product?
Mouthguard delivered	Within 30 days from date mouthguard is delivered	Purchase price less 15% handling fee	Return of the ORB Sport Mouthguard along with the included Wireless Charging Case and Charging Cable is required

Product condition: Product must be in its original condition and packaged properly with all accessories included (Charging case and cable).
Proof of Purchase: You must provide valid proof of purchase, such as an order number, confirmation, or receipt, showing that the product was purchased from our website.
Return/Refund processing: Once your items have been received (if applicable) and reviewed for eligibility, your return will be processed within 7 business days. You'll receive a confirmation email from us once full processing is complete. Refunds are made in the same form of payment as originally received.
Shipping and Restocking fees: Shipping from your original order is non-refundable and will not be included in the refund amount. A restocking fee of 15% will also be deducted from the refund amount if you request the return after you send the impression kit to us to get the smart mouthguard manufactured.
App Membership: If you decide to return your smart mouthguard for a refund, you must cancel your membership through the Orb Sport App or you will continue to be charged for your membership plan.
Only a one-time return/refund is allowed per customer.

Please note that we reserve the right to reject returns that do not meet the eligibility criteria mentioned above.

FAQs

Can I still return my ORB Smart Mouthguard if I no longer have the original box it arrived in?

Yes, you can use any other suitable packaging to return your mouthguard —as long as the device is properly protected and kept secure while in transit.

I lost the charger/cable, can I return the remaining item(s) for a refund?

Unfortunately, no, the appliance must be returned as a complete set (appliance, charger, and cable). Individual items or an incomplete set cannot be returned for refund, credit and/or replacement.

How do I return my purchase?

If you would like to request a refund, make sure you have your order number and the email address you used to place your order, then you can call our ORB Support team at 866-499-0058 or support@orbsport.com and they can assist you.

What is the replacement policy?

Please reference the warranty information.

When will I receive my refund?

Once your items have been received and reviewed for eligibility, your return will be processed within 7 business days. You'll receive a confirmation email from us once full processing is complete.

What happens if my dental arch is too big or too small?

During the impression taking process, you may discover that you are unable to take the impression, due to the size of your dental arch being too small or too large. If you have already requested the smallest or largest impression tray from us and the tray is still unable to accommodate your dental arch or provide us with a usable impression, we will unfortunately be unable to manufacture your smart mouthguard, and a refund will be issued. In the case that we are unable to work with your self-impression and need to issue a refund, however, you are still interested in purchasing an ORB smart mouthguard, you may be able to work with your local dentist to have them professionally treatment plan it for you.

Can I still return my ORB smart mouthguard for a refund if I don't have the original order number (e.g., received as a gift)?

If you aren't able to find your order number, please contact our team at 866-499-0058 or support@orbsport.com.

Can you issue a refund to a different card or bank account?

No. All returns will be credited to the original method of payment.

What if I don’t see a refund transaction on my account?

Please allow a few business days for the refund to show up on the account you made your purchase with. We also recommend checking in on the refund with your bank. After 14 business days, if the refund is still not visible to your account, please feel free to contact our support team.

Last Updated: 10/02/2024