I entered the wrong shipping address.

We will be able to fix this for you as long as your order has not yet been assigned a tracking number. Reach out to us at contact@chesterssmile.com, from the email you used at time of purchase. Please include your order number, your name, and your updated address. We will contact you once it has been updated.

I ordered the wrong size/color item.

If you placed an order for the wrong size/color and the website happens to still be open, please place a new order for the correct size/color. Once you do so, email our team at contact@chesterssmile.com. In your email, explain the situation and include both order numbers. We will then be able to cancel the incorrect order and reimburse the funds. In the case where the website is closed, we will be unable to offer a refund or size swap, due to our order policy stating “all sales are final”.

I didn’t receive an order confirmation via email.

If you did not receive an email confirming your order, you may have entered your email incorrectly at checkout. This does not mean you won’t receive your order, it simply means you entered it incorrectly. Before assuming so, please check your spam/junk mail.

Why is my tracking in the pre-shipment stage?

Your tracking number is in the pre-shipment stage because it is either still en route to our shipping courier, or has yet to be scanned by our shipping courier. Allow up to 5 business days from when you received your tracking number for it to update.

I think the shipping courier lost my order / My order was stolen.

Once your order is passed to the shipping courier, your package is 100% in their possession. We do acknowledge that delays may occur and cause frustration, however it is not in our control. Any issues that regard your order being delayed, lost, or stolen must be investigated by the shipping company. We are unable to get in contact with them on your behalf to resolve any issues.