ATTENTION

WE HAVE A NO BULLY POLICY.

Our team is dedicated to solving any issues or concerns in a respectful and timely manner. However, we will not tolerate bullying, harassment, threats, or inappropriate behavior, including baseless chargeback threats. We kindly ask that you reach out to us with a cooperative and communicative approach, and we will be more than happy to assist you.

Please remember that we have a clear No Refunds Policy, which you agreed to upon purchase. Attempting a chargeback without valid grounds not only violates the terms of our agreement but also misuses the chargeback system, which could result in unnecessary complications.

We value every customer and strive to provide excellent service, but we reserve the right to refuse service to anyone who engages in inappropriate behavior, including making threats or failing to respect our policies.

Thank you for your understanding.

 

Please click here to read a summary of all of our policies and to ensure a wonderful experience with us. 

 

How Long Will My Protective Grill Take?

Click here for a deep dive into the step-by-step process our jewelers take to make your grill.

Please allow 1-3 business days for our warehouse to process your shipment (excluding weekends and holidays). Shipping times may vary based on product availability. Once your order ships, you'll receive a confirmation email with tracking information sent to the email address you provided during checkout.

Please note, that due to the nature of our product, all sales are final, and no refunds will be issued once the molding kit has been shipped. This policy ensures the customization process begins smoothly and that we can deliver the best product tailored to your needs.

At this point, we cannot make any changes or cancellations to your order. If you haven't received an email within 5 business days, please check your spam folder or reach out to us with the name and email you used to place the order.

EASE is not responsible for delays caused by shipping carriers. Your first package will contain everything you need to complete your dental impression, along with a return label to send it back to our jeweler unless you are internationally located. We will walk you through this process once your order is placed. Once the impression kit has shipped, refunds or cancellations are no longer available.

After our jeweler receives and approves your dental impression, the creation of your mouth grill will take approximately three weeks (business days only). Following this, we’ll need an additional week (business days) to apply the protective layer. Please be patient during this process. We try our best to honor that three week time frame, but sh*t happens, man! We absolutely want you to have your PMG and are not withholding it from you on purpose. Promise. 🤞🏽

Once your mouth grill is ready, you will receive an email with tracking information to keep you updated on its journey to you.

During this process, feel free to check on your order here or wait to receive our email updates.

While we will do our best to keep you informed, our main focus is on perfecting your product. If the process takes longer than expected, feel free to check in with us.

Thank you for being such an awesome supporter! x

 

Need an Address Change?

We understand that life happens, and you may need to update your shipping address. If that's the case, please wait until you receive an email confirming that your completed mouth grill has returned to the EASE lab for its protective process.

Once you receive this confirmation email, you'll have the opportunity to update your shipping information. At that point, we will attempt to update your shipping address, however, this is not a guarantee. 

Our team will make every effort to update your shipping address if requested before your order is processed for shipment. However, please note that we cannot guarantee the change will be successful, as orders may move quickly through our system. While we will do our best to assist, once the package has been dispatched, we are unable to alter the shipping address. It's always a good idea to double-check your details before completing your purchase to ensure timely and accurate delivery.

Thank you for your patience and for being an incredible part of the EASE family!

 

Incorrect Shipping Address Policy

At EASE, we strive to ensure that all orders are processed and shipped accurately based on the information provided by our customers during checkout. To maintain a smooth and efficient process, we ask all customers to carefully review their shipping details before finalizing their purchase.

Please note the following regarding shipping addresses:

1. Customer Responsibility: It is the customer’s responsibility to enter the correct shipping address at the time of checkout. Please double-check your address before submitting your order to avoid any delivery issues.

2. No Refunds for Incorrect Addresses: If an order is shipped to an incorrect address due to customer error during the checkout process, we cannot offer a refund for the order. Once your order has been processed and shipped, it is considered fulfilled on our end.

3. Lost or Undeliverable Packages: If the package is returned to us due to an incorrect address, we will notify you. At that point, the customer will be responsible for any additional shipping fees to resend the package to the correct address.

4. Order Adjustments: If you notice an error in your shipping address after placing your order, please contact us immediately. While we will do our best to accommodate changes, once the order has been processed and shipped, no further changes can be made.

Our Commitment:
We commit to fulfilling and shipping all orders based on the information provided at the time of purchase. Our goal is to provide a positive shopping experience, and we are happy to assist with any questions or concerns regarding your order.

 

 

 

 

My Grill Doesn’t Fit

Having trouble with the fit of your grill? We’re sorry to hear that, and we understand how excited you must have been to receive your grill and wear it right away without any issues. Click here to see your next steps!

 

 

I Only Received the Grill Itself and Not a Separate Protective Mouth Guard. Am I Supposed to Receive It Separately?

Our product images show how the protective mouth grill works to shield your teeth from the metal, but this is just a visual example. The protective grill isn't made as a separate piece. Instead, the protective layer is a thin, durable material that is bonded directly to the inside of your grill, so there's no need to take anything in or out.

If you take a look inside your grill, you'll notice a shiny, plastic-like finish. That’s the protective layer that shields your teeth from the metal and any other buildup inside the grill.

 

How Can I Track My Order?

Once your order has shipped, you'll automatically receive a tracking number via email. To track your order, simply use the tracking number provided in the email. If the tracking number isn’t working, you can manually enter it at www.usps.com to check your order’s status.

 

What Should I Do If My Order Is Missing?

1. File a claim with USPS.
2. File a police report.
3. Wait for the results of the USPS investigation.

Please note that EASE is not responsible for lost or stolen packages. Once a tracking number has been issued, the customer assumes all responsibility. Be sure to double-check that your shipping information is correct, as we cannot update the address once tracking has been assigned.

Return to Sender If your package is returned to us as "unclaimed," "unable to forward," or "return to sender," we will reach out to you to confirm your shipping address. We are happy to resend the order, but customers will need to cover the $15 reshipping fee.

You will receive a PayPal invoice for the reshipping charge. Once it is paid, we will promptly send your item back to you.

Please note: Customers are responsible for shipping costs both ways if an item needs to be returned or reshipped.

   

Caring for Your Protective Grillz

While the protective layer inside your grill helps prevent damage, it’s still important to maintain a healthy environment for your mouth. You've made an investment in your jewelry, and we want to help you keep your grillz in great condition for as long as possible.

Here are some helpful tips to ensure they last!

 

No Refunds on All Custom Jewelry (Hint: Everything here is custom)

No Refunds on Custom Jewelry – Why Are All Sales Final?

All sales are final for custom jewelry, and a major reason for this policy is due to sanitary concerns. Custom jewelry, especially pieces like grills, come in direct contact with your mouth or body, making it difficult to resell or reuse safely. To ensure the health and safety of all our customers, we cannot accept returns on items that have been personalized or worn.

Additionally, custom jewelry is uniquely crafted to fit your specifications, which makes each piece one-of-a-kind. Once the piece is made, it cannot be easily altered or resold to another customer.

By finalizing your purchase, you're ensuring that your custom piece has been made to your exact preferences. We take great care in designing and crafting your jewelry to meet high-quality standards, and we want you to feel confident and excited about your custom piece.

For these reasons, we ask you to carefully review all details before confirming your order, as all sales are final.

As a reminder, once you place your order and we fulfill your impression kit, you are no longer eligible for a refund, cancellation or free of charge changes. This is because of the laborious efforts the EASE team takes to ensure we are doing our best to get your order taken care of.

If you truly want your order cancelled after we ship your impression kit, you will forfeit 75% of your funds to the EASE team.