When does the 30 days begin?
The 30-day period begins on the date the finished appliance is marked delivered by the shipping carrier. A fit concern must be reported to ISO Metrik Dental Labs within 30 calendar days of that delivery date.
Customer Fit Policy
30-Day Fit Guarantee
A clear process for qualifying fit concerns on custom consumer dental appliances purchased directly from ISO Metrik Dental Labs.
Effective August 26, 2026
When it startsDelivery date shown by carrier tracking
What it coversQualifying fit or fabrication concerns
Primary remedyOne approved adjustment or remake
First stepContact us before mailing anything back
Policy Details
How the 30-Day Fit Guarantee works
What qualifies?
A qualifying claim is a fit or fabrication concern involving a custom consumer appliance that was made from an impression or digital record accepted for production and that has been used and cared for according to the supplied instructions.
What is included?
For an approved claim, the standard guarantee remedy is one adjustment or one remake of the same product and original configuration at no additional appliance-fabrication charge.
What if the impression was inaccurate?
ISO Metrik may require new impressions before approving or completing a remedy. If ISO Metrik determines that a new impression is necessary as part of an otherwise approved guarantee claim, one replacement impression kit is included at no additional kit charge. Repeated unusable impressions may require a new order or additional fees.
Who pays shipping?
ISO Metrik covers standard U.S. shipping that we specifically authorize for an approved guarantee adjustment or remake. Expedited shipping, international shipping, or shipments made without our return instructions are not included.
Are refunds included?
No automatic cash refund is provided under the Fit Guarantee. Because these appliances are custom-made, the guarantee is a remedy-first policy centered on adjustment or one remake. Refunds are provided only when required by applicable law or when ISO Metrik cancels or is unable to fulfill the order.
Qualifying Concerns
Examples that may be eligible for review
- The appliance does not fully seat even though the accepted impression accurately represented the teeth at the time of fabrication.
- The appliance is materially too loose or too tight because of a fabrication-related fit issue.
- A manufacturing defect affects the normal fit or intended use of the appliance.
- An order-specific fabrication error is confirmed during ISO Metrik's review.
Make a Claim
What to do if the fit is not right
1
Stop and review
If the appliance causes significant pain, injury, swelling, or another concerning symptom, stop using it and contact a licensed dental professional.
2
Contact ISO Metrik
Provide your order number and describe the fit concern. Do not mail the appliance back unless we instruct you to do so.
3
Provide requested information
We may request photos, fit observations, or new impressions so the concern can be evaluated.
4
Receive the decision
If the claim qualifies, we will provide the approved adjustment, remake, impression-kit, and shipping instructions.
Frequently Asked Questions
Fit Guarantee FAQs
Does a remake create another unlimited remake cycle?+
No. The guarantee provides one approved adjustment or remake for a qualifying claim. It does not create successive or unlimited remake cycles. If an approved remake has an immediate fabrication concern, contact support promptly so the situation can be reviewed.
What if I had dental work after taking my impression?+
Dental work or tooth movement after the impression or scan can change the fit and is excluded from the guarantee. A new impression and new order may be required.
Can I return the appliance for a refund because I changed my mind?+
The Fit Guarantee is not a change-of-mind return policy. Custom-made products are generally not refundable once fabrication begins, except where applicable law requires otherwise.
Should I keep wearing an appliance that hurts?+
No. Stop using an appliance that causes significant pain, injury, swelling, or another concerning symptom and consult a licensed dental professional. The Fit Guarantee does not replace clinical evaluation or treatment.
NEED A FIT REVIEW?
Contact us before returning your appliance.
Have your order number ready and tell us what is happening with the fit.