FAQ
BeamSmile FAQ
Welcome
Thank you for choosing BeamSmile. We want every customer to feel confident and happy with their order. On this page, you will find answers to the most common questions about returns, refunds, shipping, and product use so you know exactly what to expect.
Before reaching out, please take a moment to read through our FAQ below. Most questions are answered here, and it is the fastest way to get the information you need.
Refunds and Returns
Can I return my BeamSmile?
Yes. You can return your BeamSmile within 60 days of delivery, but only if it is completely unopened, unused, and still sealed in its original packaging. The factory seal must be fully intact. This ensures every customer receives a safe and hygienic product.
Can I return my BeamSmile after opening or testing it?
No. For health and safety reasons, once a BeamSmile has been opened, tested, or used, it cannot be returned or refunded. This applies to both BeamSmile One Adult and BeamSmile Kids. Once the seal is broken or the brush has been used, it cannot be accepted.
What if I used it but I don’t like it?
Unfortunately, we cannot accept returns or issue refunds for items that have been used, even if you change your mind or do not like the product. Once the brush has been opened, it is not eligible for return.
Why can’t opened oral care products be returned?
Oral hygiene products follow strict safety standards. Once a toothbrush has been in contact with someone’s mouth, or even opened, it cannot be safely resold. These rules exist to protect all customers and are standard across the oral care industry.
What if my BeamSmile arrives damaged or not working?
If your item arrives damaged or defective, please contact us within 7 days with photos and your order number. We will send a free replacement or provide a full refund including shipping.
What are the return requirements?
To qualify for a refund, your request must be within 60 days of delivery. The product must be unopened. The factory seal must be intact. The product and packaging must be undamaged. If the seal is broken or the product shows any signs of use, the return cannot be accepted for health reasons.
Who pays for return shipping?
Customers are responsible for return shipping unless the product arrived damaged or defective. We recommend using tracked shipping for your protection.
How long do refunds take?
Refunds are processed within 7 to 14 business days after your return passes inspection.
What happens if my return fails inspection?
If the item is opened, used, damaged, or missing parts, it cannot be refunded. The item will be disposed of for safety reasons, and you will receive an email explaining why.
What gets refunded?
The full product purchase price is refunded. Original shipping cost is refunded only for damaged or defective items.
What is not refunded?
Return shipping cost is not refunded unless the item is damaged or defective. Original shipping cost is not refunded for change-of-mind returns. Payment processing fees are not refunded.
What if something is missing from my order?
Mistakes can happen and we apologize. If an item is missing from your package, please contact us with photos of what you received and your order number. We will send the missing item as soon as possible.
Delivery
What is the processing time?
All orders are processed and shipped within 1 to 3 business days.
What is the delivery time?
Once shipped, delivery typically takes 6 to 8 business days, weekends excluded. Delivery times are estimates and can vary due to weather, holidays, customs, or carrier issues outside our control.
Where do you ship from?
We ship from multiple locations depending on stock and availability. Some orders ship from the United Kingdom, while others ship from our international partner warehouses.
How do I track my order?
After your order ships, you will receive a tracking number by email. You will also receive automatic updates as your package moves.
My tracking says Info Received. What does that mean?
This means your order is still being processed and has not yet been handed to the carrier. Once it updates to In Transit, delivery usually takes 6 to 8 business days.
Why is my tracking not updating?
Sometimes tracking may not change for a few days. This is normal and does not mean your order is lost. Wait until you receive an email that your package is out for delivery. That means it will arrive very soon.
My order is taking longer than expected. What should I do?
Shipping delays can happen, especially during busy seasons or due to carrier issues. This is normal and outside our control. Please allow extra time and watch for the out-for-delivery notification.
My tracking says Delivered but I did not receive my package. What should I do?
If tracking shows Delivered, the package is considered successfully received. Please check with neighbors, building management, or your local postal office. If it is still missing, contact your local postal service for assistance.
Can I cancel my order?
Orders are processed quickly for fast delivery, so cancellations are not always possible. If your item has already shipped, you can return it unopened within 60 days.
Product Use
Do I still need to move the device like a regular toothbrush?
Yes. BeamSmile helps clean your teeth faster, but you still need to move the device over each section of your mouth like a normal toothbrush to ensure a full clean.
What toothpaste should I use?
You can use any regular toothpaste. Apply a small amount to the mouthpiece before brushing.
Can multiple people use one device?
For hygiene reasons, BeamSmile is designed for personal use only. Sharing between people is not recommended.
How often should I brush with BeamSmile?
Use BeamSmile once or twice a day, just like a regular toothbrush, for best results.
How often should I replace the mouthpiece?
We recommend replacing the mouthpiece every 3 to 6 months. Replacement mouthpieces are available on our website.
What about the optional 2-year warranty?
The optional 2-year warranty covers manufacturing defects, electrical issues, and accidental damage during normal use. It activates immediately upon purchase and cannot be canceled or refunded.