This policy explains how orders are processed, shipped, and handled at Piranha. It applies to impression kits, custom gumshields, and customer-sent impressions, models, or digital scan files. By placing an order or sending items to us, you agree to the terms outlined below.

1. Order Processing and Dispatch

Orders placed before 15:00 GMT on a working day (Monday-Friday) will be dispatched the same day.

Orders placed after 15:00 GMT, on weekends, or during public holidays will be dispatched on the next working day.

This dispatch schedule applies to impression kits and completed custom gumshields.

Custom gumshields will be manufactured and dispatched according to your selected production option:

• Standard Production: 7 working days from receipt of impressions/models
• Express Production: 2 working days from receipt of impressions/models (additional £29 charge)

While rare, delays may occur due to courier disruptions, bank holidays, or technical issues. In such cases, we will notify you as soon as possible.

2. Free Impression Kits

If you select the free impression kit option at checkout, it will be dispatched the same working day for orders placed before 15:00 GMT Monday-Friday.

The impression kit includes everything you need: impression trays, dental putty, step-by-step instructions, a video tutorial link, and a prepaid return label.

WhatsApp support is available if you need assistance during the impression-taking process.

3. Sending Impressions and Models to Piranha

Once you've taken your impressions or prepared your models, you can return them to us free of charge using the prepaid return label provided.

Simply generate your free returns QR code using the link in your order confirmation email and present it at your local Post Office or DPD drop-off point.

Please ensure your impressions or models are:

• Packed securely in the original impression kit packaging or a rigid box with appropriate cushioning
• Clearly labelled inside and out with your full name and order number
• Sent using the prepaid label provided (tracked service)

We strongly recommend taking clear photographs of your impressions and packaging before dispatch. This serves as evidence in the event of courier-related damage or loss.

4. Customer-Supplied Models and Impressions

If you choose to send your own 3D models (3D printed, stone, plaster) or physical impressions instead of using our impression kit, you may do so.

After placing your order, you'll receive an email with a link to generate a free prepaid return label.

Please note: stone and plaster models are inherently fragile. Breakages can occur during transit, handling, or manufacturing.

Items must be packed securely in a rigid box with appropriate cushioning to prevent damage. Envelopes or soft packaging are not acceptable.

If a model breaks during transit or cannot be used for manufacturing, we cannot remake or reproduce it, and the order cannot proceed unless a new model is supplied.

Customers are responsible for the safe and secure delivery of any items sent to us. All items sent to us are shipped at your own risk.

5. Digital Scan File Uploads

If you have your own digital dental scan files (STL, OBJ, or PLY formats), you can upload them after placing your order.

You'll receive an email with a secure upload link to submit your files.

Once received, our technicians will review the files and begin production if they meet our manufacturing requirements.

If files are incompatible or incomplete, we will contact you to arrange an alternative (impression kit or physical models).

6. Production Timeline

Production begins on the same working day if your impressions, models, or digital files are received before 15:00 GMT Monday-Friday.

Items received after 15:00 GMT or on weekends/holidays will begin production the next working day.

Your selected production timeframe (Standard 7 days or Express 2 days) starts from the date production begins.

7. Delivery to You

Once your custom gumshield has been dispatched, you will receive tracking details via email.

Standard UK delivery takes 1-2 working days.

If you authorise your courier to leave the parcel in a "safe place," this is done entirely at your own risk.

Piranha is not responsible for loss, theft, or damage of parcels left without a signature.

8. Reporting Delivery Issues

If your parcel is lost or arrives damaged, you must notify us within 10 days of the estimated delivery date.

We are unable to support courier claims raised outside this timeframe due to strict courier deadlines.

Please inspect your delivery immediately upon receipt and contact us at help@getpiranha.co.uk with photographs if there is any issue.

9. Failed Deliveries and Re-shipping

If a parcel is returned to us due to an incorrect shipping address, missed delivery, or failure to collect from a pickup point, re-shipping charges will apply.

We reserve the right to pass on courier return fees and re-delivery costs to the customer.

10. International Orders and Customs

For international shipments, the customer is responsible for all customs duties, VAT, import taxes, and brokerage fees.

These charges are not included in our pricing and cannot be refunded or covered by Piranha under any circumstances.

11. Risk and Liability Disclaimer

Once an item leaves our premises, responsibility for its safe transit passes to the courier and ultimately to the customer.

We are not liable for courier delays, damage, loss, or customs-related issues.

All estimated delivery timeframes are non-binding and should not be relied upon as guaranteed delivery dates.

It is the customer's responsibility to ensure that all shipping information is correct at the time of order.

If you need to amend your shipping address post-purchase, please do so through the courier's tracking system.

We may attempt to make address changes on your behalf but cannot guarantee successful updates once dispatch is in progress.

12. Summary of Shipping Terms

• Orders placed before 15:00 GMT dispatch same working day
• Free impression kits dispatched next day Monday-Friday
• Use the prepaid return label provided for free returns
• Photograph your impressions and packaging before sending
• Production begins same day if received before 15:00 GMT
• Standard production: 7 working days | Express production: 2 working days (£29)
• Notify us of any lost or damaged parcels within 10 days
• Re-shipping fees apply for returned or failed deliveries
• Customs and taxes on international orders are the customer's responsibility
• Piranha is not liable for courier-related issues once items have left our premises

If you have any questions about shipping or delivery, please contact us at help@getpiranha.co.uk.