Ordering, paying and delivery with X-treme Smile
How long will delivery take?
We deliver all of our products from stock, so we can usually deliver pretty fast. However, we depend on postal services like PostNL, DHL or DPD and we cannot stand for delivery times. When an order is placed before 15.00h. (GMT+1) we will normally process the order on the same day. Keep in mind that delivery can sometimes take a bit longer than hoped for. This is not something we control, so please bear with us. We process orders on Mondays, Tuesdays, Wednesdays and Thursdays. On Fridays, we are only open for questions by phone or WhatsApp from 10.00h. until 13.00h. (GMT+1). The best thing is to check your track & trace and see the delivery times on the postal service's website.
I did not receive my order on time and now I am angry!
It's quite easy. Shit happens! Sometimes mistakes happen on our side, but most of the times there are problems with the postal services that we use. Unfortunately, we do not have any say in this, nor can we prevent anything like this. So please be nice to us and understand that this is not our mistake and that we cannot be held responsible. It seems stupid to even say this, but it happens. So the best advice we can give you, is to make sure to order before stress will pop-up its ugly face. Show us some love ♥
What are the shipping costs? Is there free shipping available?
Shipping costs depend on the country we need to ship to and the size of your package. Before checking out our system will show you the shipping costs. Exceptions apply on large shipments and we'll need to calculate these for you. Please note that inside the EU there are no customs duties, but countries like Switzerland or Britain may charge duties. These costs are yours to pay. We do not provide free shipping. We are all aware that shipping costs money. These costs are paid by the customer either way. What do you prefer? Free shipping and higher prices? Or fair prices and just pay for what you get. We chose to charge the shipping as it is, because customers who order more, pay less in the end. We just love transparency.
Will I get a track & trace number?
Yes. After we process your order, you will receive your invoice first (from our accounting department) and shortly after, you will receive your tracking data in a separate e-mail. You can also track this in your account when logged in. Don't forget to check your spam box as well. If you have any questions about your shipment, just contact the postal service first.
How can I pay?
We have various payment methods available for different countries. Do you miss yours? Please just let us know and we will see what we can do about it. All orders are prepaid, so we will always stay friends.
What about the environment? Shipping causes pollution right?
Yup. That's right, but we cannot change that. We do what we can do, so therefore we try to use as many used packaging as we can. We care for our children and the world ♥, so we try to recycle as much as we can. Sure this is not enough, but if you want to help, you are more than welcome to visit us here and come on foot ;)
Is it possible to return my order?
We are a B2B company, which means we work according the laws that come with it. Meaning; there is no right of return. However, sometimes we can choose to let you return your products. This always happens after you have consulted us by e-mail or WhatsApp. The costs for shipping and returning will be yours. If you get approval, all products must be unopened and in its original packaging. Gels, cheek retractors, pre-treatment sprays and courses will never be accepted for return, because of hygiene reasons and the fact that course material might have been sent already.
