Shipping Policy
Last updated: November 2025
Thank you for shopping at Dr Dent. We are committed to delivering your order quickly and efficiently. This shipping policy explains our processing times, shipping options, delivery estimates, and costs.
Shipping Destinations
We currently ship to:
- United Kingdom
- United States of America
We are working to expand our delivery to additional destinations soon. Thank you for your patience.
United Kingdom Shipping
Processing Time
Orders are processed within 1-2 business days (Monday-Friday, excluding UK bank holidays and weekends).
Orders placed before 4:00 PM UK time on business days are typically processed the same day and shipped the following business day.
If there will be a significant delay in processing or shipment of your order, we will contact you via email or telephone.
Shipping Options and Costs
You can choose your preferred shipping method at checkout:
| Shipping Method | Cost | Estimated Delivery Time |
|---|---|---|
| Standard Tracked (48 Hours) | £1.99 | 2 business days from dispatch |
| Priority Tracked (24 Hours) | £3.49 | 1 business day from dispatch |
| Free Standard Shipping | FREE | 2 business days from dispatch |
Free Standard Shipping is automatically applied to orders of £30.00 or more. Priority Tracked shipping is available at the standard rate of £3.49 regardless of order value.
Tracking Your Order
You will receive a shipment confirmation email once your order has been dispatched. This email will contain your tracking number(s).
Tracking numbers become active within 24 hours of dispatch and can be checked at any time at: royalmail.co.uk
Germany Shipping
Processing Time
Orders to Germany are processed and fulfilled through our fulfilment partner and may take 2-3 business days to process (Monday-Friday, excluding German public holidays and weekends).
If there will be a significant delay in processing or shipment of your order, we will contact you via email.
Shipping Options and Costs
You can choose your preferred shipping method at checkout. Prices are displayed in EUR at checkout based on current exchange rates.
| Shipping Method | Estimated Delivery Time |
|---|---|
| Standard Shipping | 3-4 business days from dispatch |
| Priority Shipping | 2-3 business days from dispatch |
Free Standard Shipping is automatically applied to eligible orders based on the equivalent of £30.00 in EUR.
Tracking Your Order
You will receive a shipment confirmation email once your order has been dispatched. This email will contain your tracking number(s) and instructions for tracking your parcel.
Delivery Estimates
Please note: Delivery estimates begin from the date of dispatch, not the date of order placement. Processing time must be added to calculate total delivery time.
Example (UK Standard Shipping):
- Order placed: Monday at 2:00 PM
- Processed: Monday (same day, before 4 PM cutoff)
- Dispatched: Tuesday
- Estimated delivery: Thursday (2 business days from Tuesday dispatch)
Delivery times are estimates and may be affected by factors beyond our control, including:
- Courier delays
- Weather conditions
- High volume periods (holidays, sales events)
- Customs processing (for international orders)
We are not liable for delays caused by circumstances beyond our reasonable control.
Shipping Costs at Checkout
All applicable shipping charges and available shipping options for your order will be calculated and displayed at checkout based on:
- Your delivery address
- The weight and size of your order
- Your order total (for free shipping eligibility)
The final shipping cost will be confirmed before you complete your purchase.
Shipping costs are subject to change. We reserve the right to adjust shipping rates at any time. Any changes will be reflected at checkout, and you will see the final cost before completing your order.
Order Confirmation and Dispatch Notifications
Order Confirmation Email: You will receive an order confirmation email immediately after placing your order. This confirms we have received your order and are processing it. This is not a dispatch confirmation.
Dispatch Confirmation Email: You will receive a separate dispatch confirmation email once your order has been handed to the courier. This email contains your tracking information.
Please check your spam/junk folder if you do not receive these emails within 24 hours of placing your order.
Customs, Duties and Taxes
For UK orders: All prices include UK VAT. No additional charges apply.
For Germany orders: All prices include applicable VAT. No additional customs duties apply for deliveries within Germany.
Important: Dr Dent is not responsible for any customs, duties, or taxes that may be applied to your order by any jurisdiction. All fees imposed during or after shipping are the responsibility of the customer.
Damaged or Lost Packages
Damaged Packages
If your order arrives damaged, please:
- Do not discard the packaging or products
- Take photographs of the damaged packaging and products
- Contact us immediately at support@drdent.co with your order number and photographs
We will work with you to resolve the issue as quickly as possible, which may include sending a replacement or issuing a refund.
Please inspect your order upon delivery and notify us of any damage as soon as possible.
Lost Packages
If your package shows as delivered but you have not received it:
- Check with neighbours or household members
- Check safe locations where the courier may have left the package
- Wait 24 hours (sometimes tracking updates are delayed)
- Contact us at support@drdent.co with your order number and tracking information
We will investigate with the courier and work to resolve the issue.
Please note: Once a package is marked as delivered by the courier, risk passes to you. We are not liable for packages stolen after delivery. However, we will do our best to assist you and may file a claim with the courier on your behalf.
Incorrect Address
Please ensure your shipping address is complete and accurate when placing your order.
If you realize your address is incorrect after placing your order:
- Contact us immediately at support@drdent.co
- We will attempt to update the address if the order has not yet been dispatched
- Once dispatched, we cannot change the delivery address
We are not responsible for orders delivered to incorrect addresses provided by the customer. If a package is returned to us due to an incorrect address, you may be responsible for return shipping costs and re-shipping costs.
Undelivered Packages
If the courier is unable to deliver your package (e.g., no one available to accept delivery, access issues), they will typically:
- Leave a delivery notification card with instructions
- Attempt redelivery (policies vary by courier)
- Hold the package at a local depot or post office for collection
You are responsible for collecting undelivered packages according to the courier's instructions.
If you do not collect your package and it is returned to us:
- We will notify you by email
- You may be responsible for return shipping costs
- You may request reshipment (you will be charged for shipping costs)
- You may request a refund (minus original shipping costs)
Returns Shipping
For information on returning products, please see our Return and Refund Policy.
Key points:
- You are responsible for return shipping costs (unless the item is faulty or incorrect)
- Return shipping costs are non-refundable
- You must initiate returns through our returns portal before sending items back
UK Return Address: Return address will be provided when you initiate your return through our returns portal: https://tracking.controlport.co.uk/e9ab6870/1804/return/f0e0c3
Germany Returns: Return address will be provided when you initiate your return through our returns portal.
Contact Us
If you have any questions about shipping, delivery, or your order status, please contact us:
Email: support@drdent.co
Messenger: @DrDent.co
We aim to respond to all inquiries within 48 hours during business days.
Changes to This Policy
We reserve the right to update or change this shipping policy at any time. Any changes will be posted on this page with an updated revision date. Your continued use of our service after any changes constitutes acceptance of the new shipping policy.