New Policy on PEx Remakes

If you are submitting a claim for a Palatal Expander (PEx), please be aware that, considering the time-sensitive nature of these cases, Vivos commits to remaking the appliance within 21 business days from the date of your claim submission ONCE updated models have been provided and approved.

Please note that there will be a charge associated with the remade appliance at the time of fabrication for ALL remade PEx appliances

Vivos will need all original materials back for an investigation to be completed and for the remake to be considered to be covered under warranty. Upon receiving the original appliance and associated models, Vivos will conduct a thorough investigation.

IF the remade appliance is determined to be eligible for warranty coverage, you will receive a refund for the remade appliance. A full refund will be issued within 5-7 business days of receiving the remade appliance.

IF the remade appliance is determined NOT to be eligible, a refund will NOT be issued.

It is important to understand that the following situations are NOT covered under our warranty:

• Seating the PEx appliance more than 30 days after the initial scans were taken.
• Dentition changes.
• Modifications made to the appliance that were not performed by the manufacturer.

Before submitting, you’ll need to agree to the fee for remaking the appliance. When you choose “Yes, I agree,” you’re agreeing to be charged for remaking the appliance(s) at that time. Please be sure to be descriptive about which appliance/appliances need to be remade. (Ex, Upper only, Lower only, or both.)

Updated scans can be emailed to rx@vivoslife.com with the Vivos ID # associated to the patient or they can be added to the patient’s profile in a NEW tab with the date the scans are being uploaded. Please contact the Rx team once the updated scans have been added to the patient profile.

*The date’s flexibility depends on the capacity of the manufacturing lab.

For questions, contact rx@vivoslife.com