What are the shipping times?
You can choose between 2 delivery options:
- Standard shipping (FREE) which takes around 20 business days worldwide.
- Priority shipping which takes around 13 business days worldwide.
What is the handling time?
Handling time between receiving and shipping your order is maximum 3 business days for the standard products, and 15 business days for a customised product (after we have received your dental impressions).
To count as received during a business day, orders must be placed before 10:00 am CET.
Have you shipped my order?
You will receive an email when your order has been shipped. Please check your spam folder for this as well.
If this email has not been received, the item is still due to be shipped.
What if I am not at home when my order arrives?
Whether you are home or not, your package will be delivered in your letterbox.
How much is shipping?
Standard Shipping is free worldwide for all orders over $20.
Priority Shipping is $6.90 worldwide for all orders over $20.
Please note that if your parcel is returned to us because of an incorrect address, or the product is not collected at your post office, the shipping fee will be charged. (The fee varies for different countries)
Where are products shipped from?
All products are shipped from our lab in Le Passage, France. Our delivery partner is La Poste.
Which countries do you ship to?
We ship worldwide.
I failed at molding my mouthguard, is it possible to mold it a second time?
Most of the time, if you are not happy with your first molding, you can mold it a second time. However, this depends on how bad the first molding is.
What if I fail at molding my mouthguard twice?
If you definitely fail your molding, we can apply our molding warranty. You will have to send your badly molded mouthguard and you will be able to receive a one new at a special price. Please contact us at firstname.lastname@example.org for more information.
My mouthguard does not cover all of my teeth?
People often assume that in order to provide maximum protection, the mouthguard needs to completely cover all the teeth. In reality, a mouthguard that extends too far back will cause a wearer to gag. Your Prochocs mouthguard should end somewhere between your first and second molar, which prevents it from coming in contact with too much of your soft palate. 🚫✂️ Therefore it is not necessary to cut your Prochocs mouthguard.
I ordered an adult mouthguard and it looks quite small?
Yes, this is the adult model. Most people are used to big mouthguards they buy from other shops. Those are too large and long. We designed the Thermo-Pro models after a long experience in custom fit mouthguards and after many years of figuring out what the optimal size and shape are, working with top athletes from many contact sports.
Can I customize the design of a THERMO-PRO mouthguard?
Not for a single item, but please feel free to send us your design - if we get the same suggestion from several people, it might become a new Prochocs model thanks to your suggestion! If you are a member of a team / club / association, and you are interested in ordering a minimum of 30 mouthguards, we can create a custom model for your team. Please contact us.
If you have any doubts about the size you received, here are the dimensions of the Adult and Youth models:
I wear dental braces, Can I wear a THERMO-PRO mouthguard?
Unfortunately Thermo-Pro mouthguards are not compatible with braces or other orthodontic treatment at the moment. A "Braces Special" model will be available on our store soon!
What are Prochocs Mouthguards made of?
All our mouthguards are made of EVA (ethylene vinyl acetate) in compliance with NF and CE standards.
Are Prochocs mouthguards stiff?
No, our EVA material is flexible and very comfortable to wear.
Do Prochocs mouthguards degrade over time into small bits?
No, our EVA material does not degrade into small bits. (only mouthguards from mass suppliers - mainly made of GEL - degrade that way)
My mouthguard got washed in the washing machine / dryer, and shrunk. Can I mold it back in hot water?
No, unfortunately your mouthguard is no longer usable.
RETURNS & REFUNDS
What is your Refund Policy?
Our refund policy is only valid for standard products. It is not applicable to personalized, custom-made & custom-fit products. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to us before contacting us at email@example.com
To return your product, please send it to: Prochocs, 40 rue de la Garonne, 47520 Le Passage, France.
You will need to pay for your own shipping costs when returning your item. Shipping costs are non-refundable.
If you are shipping an item over $30, we would advise using tracked delivery or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received the returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Can I exchange my product?
We only replace items if they are defective or damaged. If you need an exchange, please send us an email at email@example.com You will then be able to ship the item back to: Prochocs, 40 rue de la Garonne, 47520 Le Passage, France.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
PRICES & PAYMENTS
Do you offer group discounts?
Group discounts depend on the current offer on our website. Minimum quantity to get a Group discount is 20 mouthguards. Please feel free to contact us for more information.
Also if you are a member of a team / club / association and would like to order at least 20 mouthguards, we can create a custom model for your team. Do not hesitate to contact us.
How can I pay?
This website accepts Visa, Mastercard, American Express, Apple pay, and Paypal.
Do you offer partnership and / or sponsorship contracts?
We work with pro athletes and influencers to promote our brand & products. If you are a professional athlete or influencer interested in having a partnership with us, please feel free to contact us.
How to contact us?
For any enquiries, you can contact us via the contact form on our website or write to us at firstname.lastname@example.org
Where to enter a promotional code or a gift card?
If you have a promo code, you can enter it directly at checkout.
If you have a Gift Card, you can enter its code at the payment step.