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Perfect Fit Guarantee
- Blair Feldman
- May 15
- 4 min read
The Perfect Fit Guarantee is our promise to address manufacturing issues that may arise with retainer orders. Our mission is to provide great fitting retainers, designed to the doctors instructions, that perform to the highest level of quality.
Retainer Club will remake retainers at no charge during the guarantee period or refund if we are unable to deliver a satisfactory result .
Partner Office | Patient | |
Submission Window | 30 days from delivery date | 15 days from delivery date |
Who Can Submit | Submit PFG request directly or assist patient with submission | Can submit PFG request through the provided link |
Rescan Requirements | Arrange and coordinate rescan with patient if necessary | Attend rescan appointment if requested |
Missing Shipment Reporting | Must report within 30 days of estimated delivery date | Must report within 30 days of estimated delivery date |
For Delayed Debond | Agree to be invoiced for replacement ($49 per set) | N/A |
For Bonded Retainers (added post-order) | Agree to be invoiced for replacement | N/A |
After Second PFG for Same Order | Conduct retainer evaluation and rescan if necessary | Purchase replacement at discounted price or office can be invoiced |
For Courtesy Remakes | Can opt to be invoiced for remake | Must purchase replacement |
Office Errors | Responsible for errors such as failure to submit PFG request or send rescan | N/A |
PFG Submission Windows
To ensure timely processing and resolution, it's important to adhere to the specified submission windows:
For Partner Offices:
Partner offices have a 30-day window from the date of delivery to the office to submit a PFG request.
This applies to all first-time orders placed by an office. First-time orders include:
Free Trials
End of Treatment (EOT) retainers
First Smile Care Plan orders
All initial orders placed with Retainer Club.
For Patients:
Patients have a 15-day window from the date of delivery to submit a PFG request.
Roles and Responsibilities
Partner Office:
Partner offices play a crucial role in initiating the PFG process. They should either submit the request directly or assist the patient in submitting the PFG request through the provided link.
If a rescan is necessary, the partner office will arrange and coordinate this with the patient.
Retainer Club:
Upon receiving a PFG request, Retainer Club will gather all necessary order details. We will carefully review the reported fit issues and analyze the patient's scan data.
Our lab will determine if a rescan is recommended.
If a rescan is requested and successfully received, a remake of the retainers will be processed promptly.
It is important to note that if a rescan is requested but not provided within the partner office's 30-day PFG window, the PFG request will be canceled, and a new order will be required for replacement retainers.
What qualifies for a Remake :
Manufacturing errors:
Incorrect scans, shipping to the wrong patient, and failure to follow the prescription.
Inflamed Gums:
If a customer presents inflamed gums on initial scan, our lab will request a new scan before the remake to ensure a well-fitting retainer.
Post Shipment Dental work:
PFGs submitted for dental work will be honored if they meet the PFG window timeframe.
Situation - a Free PFG retainer does not apply
If the remake does not qualify, customer service will notify the customer and explain their options. The partner office will also be notified and given the option to be invoiced for the remake.
Delayed Debond:
In the event of a delayed debond (braces were not removed because of extended treatment). Retainer Club will remake the retainer and the office will be invoiced for this new retainer.
Bonded Retainers:
PFGs submitted for bonded retainers added post-order will be remade provided the office agrees to be invoiced for the replacement..
Second PFG submitted for the same order:
If a customer has had 2 PFG submissions in a row, they will be redirected to their referring office to have a retainer evaluation, and rescan if necessary.. A purchase will have to be made by the patient at a discounted price or the office has the option to be invoiced.
Courtesy Remakes:
Courtesy Retainer remakes are occasionally provided to Partners but they do not qualify for a Free warranty remake. A purchase must be made by the patient or the office has the option to be invoiced for the remake.
Other Situations that do not qualify for a warranty remake:
Office error (e.g., assistant forgot to submit form):
Office failed to submit a a PFG request
Office failed to send rescan
*Current Fee for invoiced retainers to office per set: $49
Missing Shipments:
A shipment that was never received by a patient must be reported within 30 days. RC will research the order, tracking information and determine if the lost shipment was due to patient error or RC error. If determined RC was at fault or retainer was lost by a 3rd party the retainer will be remade at no cost to the patient. After 30 days from the date of estimated delivery, we assume that all orders have arrived and are properly fitting. No further guarantees are offered or implied.
Key Resources:
PFG Submission Link: https://form.typeform.com/to/pyCdUp8Z?typeform-source=www.v2.retainerclub.com
Shipping Policy:
Customer Support:
