Shipping policy

At Remi, we work hard to get your order out as quickly as possible. Below is everything you need to know about shipping and what to do if something goes wrong in transit.

Where We Ship

We currently ship within the United States, including Alaska, Hawaii, Puerto Rico, and U.S. Military APO addresses.

At this time, we do not ship internationally.

Order Processing

Most orders are processed within 1–3 business days.

Custom Products

For Custom Night Guards, Custom Retainers, Custom Whitening Trays, and Night Guard Bundles:

  • Your impression kit will ship within 2–3 business days of placing your order.

  • Once we receive your completed impressions back at our lab, your custom dental appliance will be made and shipped within 14 business days.

Rush Service

If you purchase Rush Service, your custom appliance will ship within 5 business days after we receive your impressions.

Other Products

All other products typically ship within 2–3 business days.

Please note that processing times are separate from carrier transit times and may vary during holidays, high-volume periods, or unexpected shipping delays.

Shipping Methods 

First Shipment

Orders ship via USPS. Available options include:

  • USPS Standard (typically 5–8 business days)

  • USPS Ground Advantage

  • USPS Priority Mail (typically 2–3 business days)

  • USPS Priority Mail Express (typically 1 business day)

Recurring Subscription Shipments

Recurring subscription shipments include free USPS Standard shipping and typically arrive within 5–8 business days after shipment.

Subscription Renewals

We’ll send renewal reminders 5 days and 3 days before your next subscription order is processed.

Renewal orders begin processing within 48 hours of generating. Once processing begins, you will receive shipment confirmation and tracking once your order has been prepared.

Depending on the product and fulfillment timing, recurring renewal orders may take 1–2 weeks to process and ship.

If you need to make any changes to your upcoming subscription order,  including updating your address, changing products, skipping a shipment, or canceling, those changes must be made before your renewal date. Once a renewal order has started processing, we may not be able to make changes.

Lost, Damaged, or Stolen Packages

If your package is lost, damaged, or stolen in transit, please contact us as soon as possible.

We offer Package Protection at checkout for eligible orders. Package Protection only applies to the order it is purchased with and does not automatically apply to future subscription renewals.

For Package Protection claims, you can file a claim through our website or email packageprotection@shopremi.com.

Claim Windows

  • Stolen packages: file between 7 and 30 days after the marked delivery date

  • Lost domestic packages: file within 60 days of the last tracking update

  • Damaged items: file within 10 days of delivery

  • Return to sender orders: file within 30 days of return-to-sender status

If your order does not include Package Protection and you do not receive an expected shipment, please contact support@shopremi.com.

Please note that we are unable to reship or refund orders marked as delivered more than 7 days after the delivery date.

Incorrect Shipping Address

Customers are responsible for entering a complete and accurate shipping address at checkout.

If you move or need to update your address, please contact support@shopremi.com before your order ships or before your subscription renewal date.

If an incorrect address is entered at checkout, or an address changes without notice, Remi is not responsible for lost packages or reshipment costs resulting from that error.

Cancellations

We start processing orders quickly, so we cannot guarantee that an order can be canceled before it ships.

If you’d like to request a cancellation, please email support@shopremi.com as soon as possible and we’ll do our best to help.

Returns & Exchanges

For return or exchange questions, please contact support@shopremi.com.

Items must be returned with original packaging, including any applicable boxes or materials, in accordance with our return policy.

Questions?

For general shipping questions, email support@shopremi.com.

For Package Protection claims, email packageprotection@shopremi.com or file a claim through our website.