Reply from Smile Boutique NYAug 3, 2026
Dear David,
We would like to clarify several important facts regarding your order.
First, you did not take impressions using our impression kit. You provided a 3D intraoral scan completed by your dentist and informed us that an additional tooth would be extracted. At your request, we included that tooth in the partial denture.
After receiving the appliance, you contacted us and stated that it did not fit. During our phone conversation, we learned that the tooth had not yet been extracted. An appliance designed to replace a tooth that is still present cannot fit correctly until the planned extraction is completed. The partial was manufactured according to the scan and instructions you provided.
You later ordered a temporary acrylic appliance to use until the extraction was completed. When you reported that the acrylic appliance required adjustments, we immediately provided a prepaid return shipping label so our technicians could professionally adjust it. However, you chose not to return the appliance to us.
Every customer receives 60 days of unlimited professional adjustments with free shipping. Unfortunately, we cannot accurately adjust a custom dental appliance remotely. Once an appliance is altered by a customer or another dental provider, it is no longer covered under our adjustment or damage warranty.
Acrylic is a rigid material and may break if it is adjusted incorrectly or excessively. Since the appliance was modified outside our laboratory, we cannot determine what caused the damage.
Finally, all of our prices are clearly displayed before checkout, and your total purchases with our company were approximately $1,000.
We completed your appliances based on the dental scan and instructions you submitted, and we offered free professional adjustments when you reported an issue. We remain committed to helping our customers, but we cannot accept responsibility when the treatment plan changes or an appliance is altered outside our laboratory.
Updated response:
Dear David,
We would like to clarify several important facts regarding your order.
First, you did not take impressions using our impression kit. You provided a 3D intraoral scan completed by your dentist and informed us that an additional tooth would be extracted. At your request, we included that tooth in the partial denture.
After receiving the appliance, you contacted us and stated that it did not fit. During our phone conversation, we learned that the tooth had not yet been extracted. An appliance designed to replace a tooth that is still present cannot fit correctly until the planned extraction is completed. The partial was manufactured according to the scan and instructions you provided.
You later ordered a temporary acrylic appliance to use until the extraction was completed. When you reported that the acrylic appliance required adjustments, we immediately provided a prepaid return shipping label so our technicians could professionally adjust it. However, you chose not to return the appliance to us.
Every customer receives 60 days of unlimited professional adjustments with free shipping. Unfortunately, we cannot accurately adjust a custom dental appliance remotely. Once an appliance is altered by a customer or another dental provider, it is no longer covered under our adjustment or damage warranty.
Acrylic is a rigid material and may break if it is adjusted incorrectly or excessively. Since the appliance was modified outside our laboratory, we cannot determine what caused the damage.
Finally, all of our prices are clearly displayed before checkout, and your total purchases with our company were approximately $1,000.
We completed your appliances based on the dental scan and instructions you submitted, and we offered free professional adjustments when you reported an issue. We remain committed to helping our customers, but we cannot accept responsibility when the treatment plan changes or an appliance is altered outside our laboratory.
