FAQ

How to Contact Us:

If you have any inquiries, please reach out to us via email at info@sensory-smiles.com. Our dedicated customer service team is available to assist you with any questions or requirements.

Worldwide Shipping:

We offer global shipping services.

Shipping Location:

Our products are dispatched from our premises in Hong Kong.

Modifications and Cancellations of Orders:

To facilitate prompt order processing, any requests for changes or cancellations must be submitted within 12 hours of placing your order. Unfortunately, we are unable to accept requests made after this timeframe. If you wish to make changes after this period, you can return your order for a full refund upon its receipt.

Accepted Payment Methods:

We accept major credit cards (VISA, Mastercard, AMEX) as well as PayPal for your convenience.

Order Processing Time:

Our warehouse processes orders from Monday to Friday. Please allow additional processing time during holidays and sale periods. Orders are typically processed within 1-3 business days from the date of your order and are shipped the following day after processing. Please note that we do not ship on weekends.

Delivery Timeframe:

Due to high demand, please expect a delivery window of 2-5 weeks for your order to reach you.

Undelivered Orders:

If you do not receive your order within 30 days of shipping, please contact our helpful support team.

Customs and Taxes:

Please note that the prices displayed on our site are tax-free in US Dollars. You may be responsible for paying import taxes, duties, and any related customs fees once your order arrives at your final destination. The exact charges are determined by your local customs office, and you are accountable for these fees and taxes. We cannot be held responsible for customs-related delays in your country. For further information about these charges, we recommend contacting your local customs office.

Returning an Item:

To initiate a return, please contact us at info@sensory-smiles.com.

Defective/Incorrect/Damaged Items:

If you receive merchandise that is incorrect, damaged, or missing, please contact us. Include your order number, photographs of the affected item(s), and any relevant references upon receiving your package. We will expedite the resolution of your case.

Refund Processing:

Refunds will be credited back to your original payment method. If you paid with a credit or debit card, expect the refund to be sent to the card-issuing bank within 7-10 business days after we receive the returned item or cancellation request. If you have questions about when the credit will appear in your account, kindly contact your card-issuing bank. If you have not yet received your refund, follow these steps: First, reach out to your bank or credit card company. It may take some time for the refund to appear in your account.