Shipping policy

Effective February 1, 2026

Smile HQ LLC (“we,” “us,” “our,” or the “Company”) operates a business-to-business (B2B) e-commerce platform at SmileHQ.com (the “Website”). This Shipping Policy applies to all orders placed through the Website and forms part of our Terms of Service. By placing an order, you (the business customer) agree to this policy.

We specialize in custom and semi-custom products, which are generally produced only after an order is received to ensure the highest quality and customization. We make every effort to process and deliver orders as quickly as possible, but timelines can vary based on product type, customization, order volume, and external factors.

1. Order Processing and Lead Times

  • Production lead time is typically 6 to 12 weeks from the date of order confirmation, depending on the specific product and level of customization.
  • These lead times do not include potential delays during peak seasons (e.g., holidays or high-demand periods), which may add up to 4 additional weeks.
  • Orders are generally produced upon receipt; we do not maintain large inventories of finished custom items.
  • Estimated lead times are provided on product pages and at checkout for reference but are not guaranteed.

2. Shipping Times

  • Shipping times vary from 2 to 6 weeks after production is complete, depending on the destination, carrier, and shipping method selected.
  • Overall delivery timelines (production + shipping) are incorporated into the lead times noted above where possible. We will provide tracking information once the order ships.
  • Shipping times are estimates only and not guaranteed.

3. Shipping Methods and Carriers

  • We use reputable carriers (e.g., UPS, FedEx, freight carriers for larger items) based on order size, weight, and destination.
  • Shipping options and costs are displayed at checkout. You are responsible for selecting the appropriate method for your needs.
  • For oversized or heavy items, freight shipping may be required, and additional handling fees may apply.

4. International Orders (Including Canada)

  • We ship to business addresses in Canada and other international locations.
  • Customs Fees, Duties, and Delays: You (the buyer) are solely responsible for all applicable import duties, taxes (including VAT/GST/HST), brokerage fees, customs charges, and any other fees imposed by your jurisdiction. We are not responsible for any customs delays, fees, or duties.
  • We strongly recommend that you research and understand the potential customs requirements, fees, and duties in your jurisdiction prior to placing an order. Resources such as your local customs authority (e.g., Canada Border Services Agency for Canadian shipments) can provide estimates.
  • Unclaimed Orders: There are no refunds or credits for orders that are abandoned, refused, or unclaimed at customs. Any return shipping costs or disposal fees in such cases will be your responsibility.

5. Order Tracking

  • Once your order ships, you will receive a confirmation email with tracking information.
  • You can also view tracking details in your account portal.

6. Delays and Non-Delivery

  • We are not responsible for delays caused by carriers, freight providers, customs, weather, supply chain issues, or other events beyond our control (including customs clearance delays).
  • In the rare event of significant delays, we will communicate updates via email.
  • We make every effort to deliver every order as quickly as possible, but we do not offer refunds, credits, or compensation for delays.

7. Non-Refundable Once Shipped

  • As stated in our Returns and Cancellations Policy, orders are non-cancelable and non-refundable once shipped. You will receive a shipping confirmation when this occurs.
  • This includes situations involving customs issues, unclaimed packages, or refused deliveries.

8. Risk of Loss

  • Risk of loss or damage passes to you upon delivery to the carrier. We recommend purchasing shipping insurance if available at checkout.

9. How to Contact Us About Shipping
For questions about shipping, tracking, delays, or customs:


Email: care@smilehq.com

Include your order number in all inquiries.

10. Changes to This Policy
We may update this policy from time to time. The current version will be posted on the Website with the updated effective date. This policy applies to orders placed after the effective date.