Shipping policy
Order Processing
At Towne Smile Co., every product is made especially for you once your order is placed. This made-to-order approach helps reduce waste and allows us to focus on quality rather than mass production. Most orders are processed and fulfilled within 2–5 business days before they are shipped. During holidays, product launches, or periods of high order volume, fulfillment times may be longer.
Shipping & Fulfillment
Towne Smile Co. currently ships within the United States only. Towne Smile Co. partners with trusted third-party fulfillment providers to manufacture and ship our made-to-order products. Once your order has been produced, it is carefully packaged and shipped to the delivery address you provide during checkout. Regardless of the fulfillment provider, Towne Smile Co. remains your primary point of contact for all customer service inquiries, shipping questions, returns, refunds, and order support.
Estimated Delivery Times
After fulfillment, estimated delivery times vary by product and destination and may range from 5–21 business days. Delivery estimates are not guaranteed and do not include the 2–5 business day processing and fulfillment period described above.
Order Tracking
Once your order ships, you will receive a shipping confirmation email with tracking information. Please allow up to 48 hours for tracking information to become active after receiving your shipment notification.
Shipping Delays
While we work hard to ensure timely delivery, delays may occasionally occur due to circumstances beyond our control, including severe weather, carrier delays, holidays, or periods of unusually high shipping volume. We appreciate your patience and understanding should these situations arise.
Incorrect Shipping Address
Please review your shipping information carefully before completing your purchase. If an incorrect or incomplete shipping address is provided and the package is returned to our fulfillment partner, additional shipping charges may apply before the order can be reshipped.
Lost or Damaged Packages
If your order arrives damaged, contains a manufacturing defect, or appears to have been lost during transit, please contact us within 30 days of receiving your order (or within 30 days of the estimated delivery date for lost shipments). Please include your order number along with photographs of the issue, if applicable. We will promptly investigate the matter with our fulfillment partner and work to provide an appropriate solution.
Multiple Shipments
If your order contains multiple items, they may be produced at different fulfillment facilities and shipped separately. Shipping charges, when applicable, are calculated and displayed at checkout.
If your order qualifies for free shipping, there is no additional shipping charge when items are sent in separate packages. You may receive separate tracking information for each shipment as it becomes available.
Free Shipping
We offer free standard shipping on U.S. orders of $150 or more.
The $150 minimum is based on the order subtotal after discounts and before taxes, if applicable. Eligible orders will automatically receive free standard shipping at checkout.
Some items may be fulfilled from different locations and arrive in separate packages. If that happens, there is no additional shipping charge to you.
Towne Smile Co. currently ships within the United States only.
Questions About Your Order
If you have any questions regarding your shipment or need assistance with your order, please feel free to contact us by:
Submitting a ticket on our contact page: https://www.townesmileco.com/pages/contact
OR
Email: hello@townesmileco.com
Our goal is simple: to deliver products you'll be proud to own. If something isn't right with your order, we'll always do our best to make it right.