Shipping policy

Last Updated: 02/03/26

1. Order Processing

  • All orders are custom-made and made to order.
  • Order processing times are subject to the individual project lead time. Once the design and payment stages are complete, clients will be provided with a tailored lead time specific to their order.
  • Clients will receive a confirmation email when production begins.

2. Shipping Policy

2.1 Shipping Times & Methods

  • Shipping timelines vary depending on location; typically, deliveries take 1–2 weeks, though 2 weeks is rare.
  • We primarily use Transglobal for door-to-door service, which handles pick-up from us directly to the client, and vice versa for returns or repairs.
  • In some cases, an alternative courier service may be used if necessary.
  • All shipping is coordinated primarily via email.

Clients will receive:

  • Tracking information
  • Shipping labels for returns or repairs (if needed)

If preferred, tracking information can also be sent via WhatsApp for convenience.

2.2 Defective or Damaged Items

  • Clients must notify us within 1–2 days of receiving a defective or damaged item, including photographic evidence.
  • We will inspect the issue and provide a solution, which may include:
    • Repairing the item
    • Remaking the item
    • Partial or full refund only if the item cannot be repaired/remade

3. Returns & Exchanges

  • Because all work is custom-made and bespoke, we do not offer standard refunds.
  • If the piece does not fit, a refund will not be provided.
  • However, under Lifetime Servicing, we will handle the logistics for adjustments:
    • Pick-up from the client and delivery to our workshop
    • Return delivery to the client once the issue is resolved
  • Lifetime Servicing is automatically available to existing clients who have placed an order with us. It applies only to pieces made by Plygrnd Ltd.

4. Lifetime Servicing & Repairs

  • Lifetime Servicing allows clients to request repairs, resizing, or adjustments at any time.
  • Shipping for Lifetime Servicing issues is coordinated via Transglobal (or an alternative courier if needed).
  • A new dental impression may be required if the original is older than 5 years.

5. Refunds

  • Refunds may only be applicable if an item is defective and cannot be repaired or remade.
  • All production is subjected as non-refundable except in the case of defects.

6. Cancellation Policy

  • Orders may be cancelled before production begins.
  • Once production has started (dental impressions received or work underway), cancellation is not possible.

7. Contact Information

For all shipping, delivery, or returns inquiries:

Summary of Key Policies

  1. All orders have custom lead times after design and payment.
  2. Shipping varies 1–2 weeks via Transglobal door-to-door service, though an alternative courier may be used if required.
  3. Custom-made pieces cannot be refunded, but Lifetime Servicing covers fixes and adjustments.
  4. Defective or damaged items must be reported within 1–2 days.
  5. Lifetime Servicing is automatic for existing clients and applies only to Plygrnd-made pieces.
  6. Clients receive tracking and shipping labels via email or WhatsApp.