Customer Care

At HighKei, we want you to feel confident before, during, and after placing your order. Please review the information below for guidance on caring for your grillz, order processing, shipping, adjustments, and contacting our team.

Grillz Care Instructions

Proper care helps protect the appearance and condition of your grillz.

  • Remove your grillz before eating, drinking anything other than water, sleeping, smoking, or vaping.
  • Brush and floss your natural teeth before wearing your grillz.
  • Gently clean your grillz after each use with warm water, mild soap, and a soft-bristle toothbrush.
  • Rinse thoroughly and dry completely before placing them into their storage case.
  • Do not use bleach, toothpaste, alcohol, harsh chemicals, or abrasive cleaners.
  • Do not boil your grillz or expose them to extreme heat.
  • Store your grillz in a clean, dry case when they are not being worn.
  • Avoid bending, squeezing, or adjusting the grillz yourself.

Gold-plated items require additional care. Plating may gradually fade depending on wear, cleaning habits, and exposure to chemicals. Avoid polishing cloths and abrasive products on plated pieces.

Fit and Adjustments

Custom grillz are created using the dental impression or model provided for your order. A properly fitted grill should feel secure without causing severe pressure, pain, cutting, or irritation.

Do not force the grill onto your teeth. Attempting to bend or adjust the grill yourself may damage the piece and can affect your eligibility for an adjustment.

Contact HighKei as soon as possible if:

  • Your grill does not fit.
  • The grill feels painfully tight.
  • The grill will not stay in place.
  • You notice sharp edges or discomfort.
  • Your order does not match the approved design.

Photos and videos may be requested so our team can review the issue before determining the next steps.

Dental Impressions

The accuracy of your grill depends on the quality of your dental impression.

Impressions that are distorted, incomplete, damaged, or missing important gumline and tooth details may need to be retaken. Customers are responsible for carefully following all impression instructions.

HighKei may request a new impression if the original impression cannot be used to create a properly fitted grill.

Custom Order Policy

Each HighKei piece is custom-made for the individual customer. Because custom grillz cannot be resold or fitted to another person, all custom-order payments and deposits are generally nonrefundable once production has started.

Design changes must be requested before the order enters production. Changes requested after production begins may require an additional fee.

Colors, finishes, stone placement, cuts, and handmade details may vary slightly from reference photos or digital mockups.

Turnaround Time

Turnaround time begins after all required information has been received, including:

  • Payment or required deposit
  • A usable dental impression or model
  • Final material selection
  • Final design approval
  • Any additional information requested by HighKei

Turnaround times are estimates and may vary depending on the complexity of the design, material availability, order volume, remakes, shipping delays, or other circumstances outside of our control.

Rush service is not guaranteed unless it has been approved and paid for in advance.

Shipping

Shipping requires a signature and is at the cost of the customer.

Customers are responsible for providing a complete and accurate shipping address. HighKei is not responsible for delays or additional expenses caused by an incorrect or incomplete address.

Tracking information will be provided when the order ships. The customer is responsible for being available to sign for the package or arranging pickup with the shipping carrier.

HighKei is not responsible for packages that are delayed, refused, returned, lost, or stolen after the carrier confirms delivery. Additional shipping charges may apply if an order must be shipped again.

Returns and Refunds

Due to the custom and personal nature of grillz, HighKei does not accept general returns or exchanges.

Refunds are not provided for:

  • Changes of mind
  • Incorrect material or design selections approved by the customer
  • Damage caused by improper handling or cleaning
  • Lost or stolen grillz
  • Grillz altered by the customer or another jeweler
  • Changes to the customer’s teeth after the impression was taken
  • Normal wear, tarnishing, scratches, or fading of plated finishes

If HighKei determines that an order contains a manufacturing issue, we will provide the appropriate repair, adjustment, remake, or resolution based on the circumstances.

Repairs and Replacements

Repair and replacement services may be available for an additional charge.

The price will depend on the material, damage, missing stones, required labor, and whether a new dental impression is needed.

Please do not mail an item to HighKei without contacting us first and receiving shipping instructions.

Important Safety Information

Grillz are decorative jewelry and are not intended to replace professional dental treatment.

Do not wear grillz over untreated cavities, loose teeth, damaged dental work, braces, active gum irritation, or recent dental procedures without speaking with a licensed dental professional.

Discontinue use and contact a dental professional if you experience ongoing pain, bleeding, swelling, sensitivity, allergic reactions, or injury.

HighKei does not diagnose or treat dental conditions.

Contact HighKei

For order questions, fit concerns, repairs, or customer support, contact us with your full name, order information, and a clear description of the issue.

Email: highkei.co@gmail.com
Instagram: @highkei.co

Please allow time for our team to review your order details before responding.

HighKei — Where We Turn Customers Into Creators