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 may return or exchange your fully functional and undamaged smart mouthguard within 30 days of receipt of your original appliance (i.e., the day you receive your guard in the mail) for a refund.
- 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 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 handling fees: Shipping from your original order is non-refundable and will not be included in the refund amount. A handling 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 order.
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 guard —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 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.
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.