Customer Service Policy

Customer Service Policy

At OralBoutlet, we are dedicated to providing exceptional customer service to ensure a seamless and satisfying shopping experience for every user. This Customer Service Policy outlines our service commitments, support channels, and procedures for addressing your inquiries, concerns, and requests related to orders, products, shipping, returns, and more. By shopping on oralboutlet.com, you agree to the terms outlined below.

1. Service Mission & Commitment

Our goal is to assist you promptly and effectively, with transparency and respect. We strive to resolve all customer issues in a fair manner, uphold our promises (including free worldwide shipping, next-business-day dispatch, and 60-day return policy), and ensure you feel supported throughout your shopping journey. We value your feedback and use it to continuously improve our services and product offerings.

2. Support Channels & Response Time

The primary channel for customer support is via email. We aim to respond to all inquiries within 24 business hours (excluding weekends and U.S. public holidays). For urgent matters, please clearly mark "URGENT" in the email subject line, and we will prioritize your request.
  • Email: [email protected] (for all inquiries, including orders, shipping, returns, refunds, and product questions)
  • Additional Notes: We do not offer phone support at this time. All communications will be documented via email to ensure clarity and traceability for both parties.

3. Order-Related Support

3.1 Order Inquiries & Tracking

After placing an order, you will receive an automated order acknowledgment email, followed by a shipping confirmation email with a tracking number (if provided by the carrier) within 1 business day of dispatch. If you have not received these emails, or need updates on your order status, please contact us with your order number and registered email address.
We can assist with verifying order details, updating shipping addresses (only if the order has not yet been shipped), and explaining shipping timelines (estimated 5 calendar days from dispatch for all domestic and international orders).

3.2 Order Modifications & Cancellations

To modify or cancel an order, please contact us immediately after placement. We can only accommodate modifications (e.g., product substitutions, address changes) or cancellations if the order has not been processed for shipping. Once an order is dispatched (within 1 business day), we cannot modify or cancel it, and you will need to follow our return procedure after receiving the package.

4. Shipping & Delivery Support

We provide free worldwide shipping on all orders with no minimum purchase requirement. Our team can assist with the following shipping-related matters:
  • Tracking order shipments and explaining delivery estimates (note: delivery times are estimates and may be delayed due to customs clearance or carrier issues).
  • Addressing lost or misdelivered orders: If your order does not arrive within 7 calendar days of dispatch, please contact us. We will investigate with the carrier and resolve the issue by reshipping the order or issuing a refund, depending on the circumstances.
  • Clarifying customs requirements for international orders: While we cover shipping costs, customers are responsible for any local customs duties or taxes (if applicable) — we can provide guidance on typical customs processes but cannot predict or cover these fees.

5. Returns & Refunds Support

We honor a 60-day return policy from the date of delivery. Our customer service team will guide you through the return process and address refund-related questions:
  • Initiating returns: Contact us with your order number and reason for return to receive a Return Authorization (RA) number and return instructions. Returns without an RA number will not be accepted.
  • Return eligibility verification: We will confirm if your product meets return criteria (unused, in original packaging, same condition as received) and clarify who is responsible for return shipping (customer for change of mind; OralBoutlet for defective products or our errors).
  • Refund updates: After we receive and inspect the returned product, we will process the refund within 5-10 business days. We will notify you via email once the refund is approved, and provide updates if there are delays (e.g., banking processing times).

6. Product Support

Our team can provide information about product specifications, usage guidelines, and troubleshooting tips for our oral care products (e.g., electric toothbrushes, floss). If you receive a defective or damaged product, please contact us within 7 calendar days of delivery with photos of the product and packaging — we will arrange a free replacement or full refund, including covering return shipping if needed.

7. Payment-Related Support

All transactions are processed in United States Dollars (USD). We can assist with payment-related issues such as:
  • Failed payments: Providing guidance on resolving payment declines (e.g., verifying card details, checking with your bank).
  • Duplicate charges: Investigating and issuing refunds for accidental duplicate payments within 5-10 business days of verification.
  • Refund processing delays: Explaining timelines and following up with our payment processor to resolve hold-ups.

8. Limitations of Service

OralBoutlet is not liable for delays in customer service responses or issue resolution caused by factors beyond our control, including but not limited to internet outages, carrier disruptions, customs delays, or unforeseen emergencies. We will make every reasonable effort to communicate updates and resolve issues as quickly as possible in such cases.

9. Policy Updates

We reserve the right to update or modify this Customer Service Policy at any time. Changes will be posted on this page with an updated effective date. Your continued use of our Website and services after changes take effect constitutes acceptance of the revised policy.

Contact Us

For any questions, concerns, or requests not covered above, please reach out to our customer support team at [email protected] with your order number (if applicable) and a detailed description of your inquiry.

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