Shipping & Returns
Last updated: August 25, 2026
This Shipping & Returns Policy explains our order processing, domestic and international shipping, returned shipments, and voluntary return procedures.
Nothing in this Policy limits any rights or remedies that cannot legally be waived under applicable consumer law.
Shipping | Domestic
Shipping charges are calculated based on the weight, size, destination, and shipping method selected for your order.
Orders shipped within the United States may be sent using:
- USPS Ground Advantage, generally 2–7 business days in transit;
- USPS Priority Mail, generally 2–3 business days in transit;
- USPS Priority Mail Express, generally 1–3 business days in transit;
- UPS Ground, generally 3–7 business days in transit;
- FedEx Ground, generally 3–7 business days in transit;
- FedEx or UPS 3 Day, generally 2–3 business days in transit; or
- another available domestic carrier shown at checkout.
Available shipping methods and rates are displayed at checkout when applicable.
Tracking information is generally emailed to the customer after the order has been shipped.
Order processing times
Orders are processed Monday through Friday, excluding holidays.
Most standard orders are typically prepared for shipment within 3–7 business days after purchase.
Professional Business Packages, Professional Teeth Whitening Lamps, and large wholesale orders are subject to a mandatory 7-business-day processing hold before shipment.
This processing period does not include carrier transit time after the parcel has been dispatched.
If we experience a material delay in fulfilling your order, we may contact you by email.
Carrier delivery estimates are not guaranteed and may be affected by weather, transportation disruptions, holidays, address issues, carrier operations, or other circumstances outside our reasonable control.
If a shipment is lost or otherwise fails to reach you, please contact us so we can review the shipment and determine the appropriate next steps.
Shipping | International
Shipping charges are calculated based on order weight, size, destination, and available service.
International orders are shipped using DHL with tracking information provided after shipment.
Transit times vary by destination, customs clearance, local delivery conditions, and the shipping service selected.
Orders are processed Monday through Friday, excluding holidays.
Most standard international orders are typically prepared for shipment within 3–7 business days.
Professional Business Packages, Professional Teeth Whitening Lamps, and large wholesale orders are subject to a mandatory 7-business-day processing hold before shipment.
Processing time is separate from carrier transit time.
Customs, duties, taxes, and import fees
International shipments may be subject to customs duties, VAT, import taxes, brokerage fees, handling charges, or other fees imposed by the destination country.
Unless otherwise stated at checkout or required by applicable law, these charges are the responsibility of the recipient.
Customs authorities require accurate product descriptions, quantities, and declared values. We will not alter, falsify, or reduce the declared value of an international shipment.
Customs clearance can delay delivery. These delays are outside our direct control.
Customers are responsible for ensuring that the products they purchase may lawfully be imported into, possessed, or used in their destination country.
Shipping service contact information
For shipment tracking or carrier-specific delivery questions, customers may contact the applicable carrier directly using their tracking number:
US Postal Service: +1 (800) 275-8777
UPS: +1 (800) 742-5877
FedEx: +1 (800) 463-3339
DHL Express: +1 (800) 225-5345
Carrier customer-service representatives can generally assist with tracking updates, delivery attempts, estimated delivery timing, and other shipment-specific inquiries.
Package returned to sender policy
If a shipment is returned to us because of an incorrect or incomplete address, refusal of delivery, unpaid customs duties or taxes, failure to collect the shipment, or another circumstance attributable to the recipient, we will contact you regarding the returned order.
Where permitted by applicable law, customers are responsible for additional postage or carrier charges required to resend the package.
Original shipping charges are generally non-refundable once the shipping service has been provided and the carrier charges have been incurred, except where required by law.
The order will not be reshipped until any applicable reshipping charges have been paid.
If the returned shipment cannot be reshipped, any available store credit, exchange, refund, or other resolution will be determined in accordance with this Policy and applicable law.
Shipping Business Packages & Professional Lamps
When ordering a Professional Business Package or Professional Teeth Whitening Lamp, we may require shipment to the customer's verified billing address as part of our fraud-prevention and order-verification procedures.
If a different shipping address is entered at checkout:
- a customer service representative may contact you to confirm the destination;
- we may request shipment to the billing address or another verified address; and
- if the requested address cannot be verified or you do not approve the required change, the order may be cancelled and refunded.
Professional Business Packages and Professional Teeth Whitening Lamps are subject to a mandatory 7-business-day processing hold before shipment.
This processing period does not include carrier transit time after shipment.
Large wholesale orders
Large wholesale or high-volume orders may require additional inventory preparation, verification, or fulfillment time.
These orders are subject to a mandatory 7-business-day processing hold before shipment unless a different timeline is communicated to you in writing.
This processing period does not include carrier transit time.
Permitted shipping addresses
To reduce the risk of lost, misrouted, or fraudulent shipments, we ship only to eligible residential or business addresses.
We do not ship to:
- freight forwarders;
- hotels;
- temporary accommodations;
- gas stations;
- unauthorized parcel forwarding locations; or
- other temporary or unverifiable destinations.
If an ineligible address is provided, we may contact you to request an alternate address.
If an acceptable address cannot be provided, the order may be cancelled and refunded.
Returns | United States
Our standard voluntary return policy is available for eligible orders delivered within the United States.
To qualify for a voluntary return:
- the item must be in its original, unopened condition;
- any sealed plastic or tamper-evident packaging must remain completely intact;
- the return request must be made within 30 days of delivery; and
- the return must be authorized before shipment.
Eligible returns are accepted for exchange or store credit only.
We do not provide cash refunds for voluntary U.S. returns unless required by applicable law.
Return shipping costs
Customers are responsible for all costs associated with returning eligible merchandise to The Whitening Store.
We do not provide prepaid return labels or reimburse voluntary return shipping costs.
The cost paid by the customer to return merchandise to us is not included in, added to, or reimbursed as part of any store credit or exchange.
For example, if an eligible returned product has a merchandise value of $50 and the customer pays $8 to ship it back to us, the maximum store credit attributable to that returned product would be $50, not $58, subject to inspection and approval.
Original shipping charges paid when the order was placed are also non-refundable except where required by applicable law or where we expressly agree otherwise.
Any store credit issued for an approved voluntary return is based on the eligible merchandise value actually paid for the returned item, excluding original shipping charges, return shipping costs, and other non-refundable charges.
Nothing in this voluntary return policy limits rights you may have if an item is defective, damaged in transit, incorrectly supplied, or otherwise subject to a legally required remedy.
Non-returnable items
The following are not eligible for voluntary return:
- products with opened, cut, torn, removed, or tampered-with sealed packaging;
- used products;
- products damaged after delivery;
- White in Minutes® Rinse; and
- other products identified as final sale or non-returnable before purchase, where permitted by law.
Nothing in this voluntary return policy limits rights you may have if an item is defective, damaged in transit, incorrectly supplied, or otherwise subject to a legally required remedy.
International returns and statutory withdrawal rights
Our voluntary U.S. return program does not automatically apply to international purchases.
However, customers in certain countries may have statutory cancellation, withdrawal, return, refund, or conformity rights that apply regardless of our voluntary policy.
For example, eligible consumers in the European Economic Area generally have the right to withdraw from an online purchase within 14 days of receiving the goods, subject to applicable exceptions.
Certain sealed products that are not suitable for return for health-protection or hygiene reasons may become exempt from the statutory withdrawal right once the seal has been opened.
If you believe you have a statutory return or withdrawal right based on your location, contact us at info@thewhiteningstore.com and include your order number.
Where applicable law gives you rights that are broader than this Policy, those statutory rights will apply.
Unless applicable law requires otherwise, customers are responsible for the cost of returning goods to us.
Return shipping costs are not added to, reimbursed through, or included in any store credit, exchange value, or voluntary return credit unless we expressly agree otherwise or applicable law requires reimbursement.
Damaged, defective, or incorrect items
Please inspect your order promptly after delivery.
If an item arrives damaged, defective, or materially different from what you ordered, contact us as soon as reasonably possible at info@thewhiteningstore.com.
Please include:
- your order number;
- a description of the issue; and
- photographs or video when reasonably useful to document the problem.
Depending on the circumstances and applicable law, we may provide a replacement, correction, store credit, refund, or another appropriate remedy.
How to request a return
1. Contact us first
Email info@thewhiteningstore.com within the applicable return period.
Please include your original order number and identify the product or products you would like to return.
2. Wait for return authorization
Do not send products back until you have received authorization from our Returns Department.
Unauthorized returns may not be accepted.
For voluntary U.S. returns, customers are responsible for arranging and paying for return shipment and should use a trackable shipping service.
The Whitening Store does not provide prepaid return labels for voluntary returns, and return postage will not be reimbursed or added to any exchange or store credit.
3. Send authorized returns to
Returns Department
The Whitening Store
520 W Blackstock Rd Unit 171001
Spartanburg, SC 29301
United States
Processing your return
After an authorized return is received, we will inspect the items and contact you by email regarding the outcome.
If the return qualifies under our voluntary U.S. return policy, an exchange or store credit will be issued as appropriate.
Any approved store credit is based on the eligible merchandise value actually paid for the returned item and does not include original shipping charges, return postage, or other non-refundable costs.
Items returned with opened, used, damaged, or otherwise prohibited packaging may be considered ineligible for voluntary return.
Unauthorized or non-returnable merchandise may be held for up to 30 days and then discarded where permitted by law.
We do not guarantee that opened, prohibited, or unauthorized items will be returned to the sender.
Statutory consumer rights, including any required refunds or remedies for defective or nonconforming goods, remain unaffected.
Contact us
Questions about shipping, delivery, or returns may be sent to:
The Whitening Store
520 W Blackstock Rd Unit 171001
Spartanburg, SC 29301
United States
Email: info@thewhiteningstore.com