Refunds
Dentanol refund policy
The return procedure exactly as supplied: the address a parcel goes to, the paperwork that has to travel inside it, who pays the postage, the two separate clocks a refund runs on, and the questions the terms did not answer.
Returns go to 450 Park Avenue, Floor 5, New York, NY 10022, USA with your full name, email address and order ID enclosed. The window is 60 days from purchase. The buyer pays return shipping, with tracking. Refunds are issued 3–5 business days after the returned parcel is credited, and take a further 5–10 days to reach a card. A claim starts with a telephone call to +1 (302) 200-3480 quoting the order ID.
The procedure, as supplied
Five steps, in this order. The first is the one most people skip, and skipping it causes most of the trouble further down the list.
- Call the order desk first on +1 (302) 200-3480 with the order ID in front of you. That is the route the terms name for starting a claim. While somebody is on the line, confirm three things: that the returns address is current, whether an opened bottle is accepted, and whether anything needs to be written on the outside of the parcel.
- Pack the bottles. Sealed and unopened is the simplest case and the one the terms clearly contemplate. Use the original outer packaging if you still have it, and keep the bottles in it rather than posting them loose.
- Write your full name, your email address and your order ID on a sheet of paper and put it inside the box. All three were named explicitly in the terms supplied. A parcel arriving at a returns bay with nothing in it but bottles is the commonest reason a refund stalls, because nobody at the receiving end can match it to a purchase.
- Post it tracked. The buyer pays return shipping and the terms specify tracking. Keep the receipt and the tracking number somewhere you can find them in three weeks, because that is roughly when you might need them.
- Wait out both clocks. First the parcel has to be received and credited. Then 3–5 business days for the refund to be issued. Then a further 5–10 days for it to appear on the card.
Call before you post, because there is no other way in
The pack publishes no sales email: not published — the pack routes written order queries to the sales contact page. There is no address at which to lodge a claim in writing, so the telephone call is not merely advisable, it is the only route the terms describe. Ask the desk to email you afterwards, and that reply becomes the written record the process does not otherwise create.
Where to send it, and where not to
Two addresses were supplied with this product and only one of them is a returns address. They belong to the same retail operation, they are printed in the same places, and they are easy to confuse.
| Address | What it is for |
|---|---|
| 450 Park Avenue, Floor 5, New York, NY 10022, USA | Returns. Physical parcels, with the paperwork inside |
| 1700 Broadway, Floor 28, New York, NY 10019, USA | Correspondence with the retail desk. Not a returns address |
| Manufacturer, packer or distributor | Not printed on anything supplied to this desk. No address of any kind is printed on the product itself |
Returns go to Park Avenue; the office is on Broadway. Posting a return to the office costs weeks rather than days. Copy the address from this page or read it back to the order desk on the telephone rather than working from memory.
The third row is the one worth pausing on, because it is the reason the first two matter so much. The FDA’s labeling guide lists “the name and place of business of the manufacturer, packer, or distributor” among the five statements a dietary supplement label must carry. Nothing supplied with this product carries any of the three. There is no second place a parcel could sensibly go, and no other party to address a complaint to.
The two clocks
A refund on this product runs on two separate timers that are frequently mistaken for one. Knowing which is which in advance prevents a great deal of unnecessary worry in week two.
Clock one: the seller
3–5 business days after your returned parcel is credited. “Credited” means received and checked in at the returns bay, which is not the same day as the one your tracking says the parcel was delivered. Business days exclude weekends.
Clock two: the card network
A further 5–10 days for an issued refund to appear on a statement. This clock is outside the seller’s control, varies by bank, and starts only when the first has finished.
Add them together, allow for a weekend at each end, and about three weeks from the day tracking shows delivery to the day money appears is an ordinary outcome rather than a sign that anything has gone wrong. Anyone treating day ten as a crisis is reading one clock and being governed by two.
The point at which it is worth calling is when the first clock should plainly have finished — say a full week of business days after tracking showed the parcel arrive, with nothing acknowledged. Call with the tracking number and the order ID in front of you, because those are the two things that let somebody find the parcel.
What the terms did not say
Five questions a buyer would reasonably expect a returns policy to answer are not answered anywhere in what was supplied. They are listed rather than glossed over, because the first one decides what the whole sixty days is worth.
- Whether opened bottles are accepted. Not stated. This is the largest gap in the terms.
- Whether a restocking fee applies. Not mentioned anywhere.
- Whether a partly used multi-bottle pack can be returned. Not stated — and it cannot be reasoned about either, because no serving size was published, so nobody can say how much of a bottle a fair trial would use.
- Whether the $9.99 shipping charge on a single bottle is refunded. Not stated.
- What happens if the return is lost in transit. Not stated, which is precisely why the tracking requirement is worth more to you than it is to them.
Settle the first one before you pay
Trying a chewable tablet produces an opened bottle from the first day. If opened bottles do not qualify, the window covers only the case where you changed your mind before starting — a far smaller promise than the roundel implies. Ask in these words on +1 (302) 200-3480: “If I try this and stop, can I return the opened bottle for a refund?” Write down the answer and the date.
This desk will not guess at that answer and will not soften the gap by assuming the generous reading. Anything not published to us stays not published. The guarantee page sets out both readings at length, and they are worth materially different amounts of money.
Why refunds stall, and how to avoid it
Six common causes, five of which are entirely within your control before the parcel leaves your hands.
| Cause | Avoidable? | What to do |
|---|---|---|
| No paperwork inside the parcel | Yes | Enclose full name, email address and order ID on a sheet |
| Sent to the office address | Yes | Use the Park Avenue returns address, not the Broadway office |
| No tracking | Yes | Post tracked and keep the receipt |
| No call before posting | Yes | Ring the order desk first; that is how the terms say a claim starts |
| Sent outside the window | Yes | Sixty days runs from purchase, not from delivery |
| Card network delay | No | Wait out the 5–10 days after the refund is issued |
The last entry is the only one you cannot influence, and it is also the only one that resolves itself without anybody doing anything. If three weeks pass from delivery with nothing on the statement and nothing acknowledged, that is the point to call with the tracking number.
If you would rather write than call, there is nowhere to write to: not published — the pack routes written order queries to the sales contact page. The website email at [email protected] is this editorial desk — it has no view of orders, no access to the returns bay and no ability to move a refund along. It is the wrong address for anything with money attached to it.
Cancelling before dispatch
No cancellation policy was supplied with this product, so this page cannot state one. What can be said is the practical position, which does not depend on any policy: an order that has not yet shipped is far easier to stop than one that has, and the route for stopping it is the order desk on +1 (302) 200-3480 rather than any form on this site.
The commonest version of this is ordering the wrong pack size — six bottles at $294.00 instead of one at $78.99, which is the pack the supplied marketing copy pushes hardest and the one this desk recommends against for a first purchase. If that has just happened, call immediately rather than waiting for the parcel and returning it. A change before dispatch costs nothing; a return costs you the postage and three weeks.
And if the parcel has already gone, the sixty-day window covers the situation. That is what it is for, and it is the most concrete term this product publishes apart from the price list itself.
Ask for the panel before you pay
Thirty chewable tablets, a published price to the cent, and a 60-day money-back window. What is not published is the Supplement Facts panel, the ingredient list, the serving size and the allergen statement. The order desk can be asked for all four in writing, and that request costs nothing.
60-day window · Questions first? Call +1 (302) 200-3480