Refund policy

Last updated: November 10, 2026.

Refund & Remake Policy

This policy applies to purchases from Alienguards, LLC doing business as Traybite, 25 S 3rd St, Unit 105, San Jose, CA 95113. Questions: support@alienguards.com.

Every Traybite retainer and, when offered, night guard is custom-made from an impression of your own teeth and finished in our lab in the USA (the same laboratory used for AlienGuards). Because each appliance is made for one person, we focus first on getting the fit right.

Please read this policy before you buy. Custom appliances are not returnable for a change of mind in the way a standard shelf item would be.

This policy does not limit any non-waivable right you have under California law, including any right to a repair, replacement, or refund that those laws require if a product is defective.

1. Free remake first (fit or satisfaction)

If your appliance does not fit properly, or you are not satisfied with it, email support@alienguards.com within 30 days after delivery with your order number and a short description of the problem. A photo of the appliance in place helps us help you. We will review it and, if the issue is a fit or manufacturing problem (or if you are otherwise not satisfied with the custom appliance as delivered), we will remake it at no extra charge, usually from your existing impression, or from a new impression if one is needed.

2. Your money back if the remake still is not right

If the remake still does not fit or you are still not satisfied, we will refund what you paid for the appliance. Approved refunds go back to your original payment method within the time your bank or card network allows. We may ask you to return or photograph the appliance as part of completing the refund.

3. Damaged, missing, or wrong item

If your order arrives damaged, is missing parts, or is not what you ordered, email us promptly with your order number and photos. We will remake or replace it at no charge, or refund it, at our option and as required by law. Please keep packaging until we have resolved the issue.

4. Change of mind, unused kits, and what we cannot remake or refund

Because appliances are customized goods made from your impressions, we cannot accept a return of a finished appliance simply because you no longer want it, changed your mind, or ordered the wrong product after it has been made to your impression, except as required by law or as provided in Sections 1–3.

If you cancel after an impression kit has been shipped but before we have started making the custom appliance, we will refund the appliance price and may deduct or withhold the cost of the kit and outbound shipping actually incurred, unless law requires a fuller refund. If a kit has been opened or used, we cannot take it back for hygiene reasons.

The following generally are not defects and are not, by themselves, grounds for a remake or refund:

  • Normal wear, staining, or loss of fit over time, or after dental work or tooth movement.

  • A problem caused by not following the Impression Kit Instructions & Safety, by using a damaged appliance, or by modifying the appliance.

  • A problem we told you was likely because an impression was inadequate, if you asked us to proceed anyway after that notice.

  • Night guards before they are offered for sale, or aligners, which are waitlist-only and not sold.

If your fit changes (for example after dental work), contact us and your dentist before ordering a reorder from file; we may require new impressions. Reorders from a stored model are a new purchase unless we are remaking under this policy.

5. Impressions

If you are unsure about your impression, email a photo to support@alienguards.com before mailing it, and we will tell you whether it can be used. Replacement impression kits and extra putty are available in our store when offered.

6. How to start

Email support@alienguards.com with your order number and we will reply with next steps. See also our Terms of Service, Shipping Policy, and FAQ.