Frequently Asked Questions

Select from the following list of Technical FAQs. Browse through these FAQs to find answers to commonly raised questions.

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Delivery

Can I choose a specific time or day for my delivery?

If you select Economy delivery 2 – 5 working days at checkout (FREE for orders totaling R 999.00 or more), it’s not possible to select a specific day for your delivery.

Eligible orders will be offered the Guaranteed Next Day delivery options at checkout, where a specific date will be given. You can view the costs of these delivery options here…..

( are we charging them for it? ) 

Your order will arrive by the estimated delivery date provided in your payment confirmation email. At this point, if you won’t be available to receive your order on that day, you can contact us here

 

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Can I reschedule my delivery?

Your order will arrive by the estimated delivery date provided in your payment confirmation email. It’s not possible to select a specific date for your delivery.

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What happens if my mouthguard is missing from my shipment/delivery?

You will need to submit a request by sending an email to admin@maxmouthguards.co.za. Please provide us with your order number.  Our friendly administrator will contact and assist you ASAP.

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Can I change my delivery address after I have ordered?

It’s not possible to change your delivery address after confirming your order, so please always double check that your address details are correct at checkout.

Alternatively contact us immediately for the chance to change the delivery address before we send your order out to the initial address chosen.

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When will my order be delivered?

Your order will be delivered within 2 – 5 working days from the day of receiving the impression as estimated delivery date provided on your Payment Confirmation email. ( we have to add this on order confirmation.)

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I have a delivery question not listed here, can you help?

Please contact us here by sending us your question. Please also supply us with your full name, email address and contact number.

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Orders and Order Issues

How do I order a mouthguard for the school impression appointment? (Even when its rather late!)

Your child’s name will be on the school list for the next available impression appointment at the school. Please ensure your child bring the order Fitting Confirmation Number when attending the impression session at the school.

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Can I make changes to my order after I’ve placed it?

Yes you can change any part of your order up until we receive the impression. Once you have paid already and your mouthguard is being made we won’t be able to change the order. Please contact our customer care team if you would like to amend your order. 

It’s not possible to add or remove items from an order once you’ve received your payment confirmation email. 

You can send us a message here if you accidentally processed the wrong order. If you’d like to buy additional MAX Mouthguard you can place a new order.

 

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How do I cancel an order?

If you’ve received your order confirmation but not yet paid for your order (e.g. if you’ve selected to pay by regular EFT or Cash On Delivery), then you can request a cancellation here

If you have paid already and your mouthguard impression is done, your order can’t be cancelled. 

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How do I place an order?

Shopping on www.maxmouthguards.co.za is quick and easy. Click here (video link) for step-by-step instructions.

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I have a order question not listed here, can you help?

Please contact us here by sending us your question. Please also supply us with your full name, email address and contact number.

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Product and Stock

The coloured stripes on my mouthguard are not as wide as the image on the website indicates.

MAX mouthguards cannot control the width of each band of colour as it varies according to the width and height of each individual’s teeth.

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I have broken my case, can I order a new one?

Yes replacement cases can be ordered at admin@maxmouthguards.co.za at additional costs. 

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I have just received my custom-fit MAX mouthguard. Do I have to do anything before I wear it for the first time?

Your MAX mouthguard are made to be comfortable at body temperature and may be tight if too cold. Run your new MAX under warm water (not hot or boiling water) for 10-15 seconds before trying it for the first time.

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How long does it take to receive the final mouthguard?

Once we receive your completed impression your mouthguard will take between 3 – 5 working days to be manufactured and dispatched. Please note in peak periods and with group impression sessions the turnaround can increase to up to 10 working days. You will receive a notification email when we receive your impression and another when your mouthguard is being dispatched.

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What happens if my child missed the dental impression session?

If your child has missed or was unable to attend the impression session at the school, and out MAX Mouthguards Oral Hygienist are not due back at the school soon, please email us at admin@maxmouthguards.co.za as soon as possible to make arrangements for the next impression session at the school. 

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I had my impression taken at my school/club, will the mouthguard be sent directly back to me?

If you had your dental impression fitted by a member of the MAX dental team at your school or club then your mouthguard will be returned to your school/club approximately a 5 – 10 working days after the visit. You will be notified directly by email when your teams mouthguards will be delivered at the school/club for collection.

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Can I change the size of the MAX logo?

No the size of the MAX logo is predetermined and cannot be adjusted.

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Can I have a Max Mouthguard without the Max Logo?

No, all MAX mouthguards will have the MAX logo on the front and this cannot be removed.

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Can I have my name on the mouthguard?

Yes all MAX mouthguards come with the wearer’s name (inscription) inside the palatal area of the mouthguard.

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What happens if my child gets fitted with braces soon?

We can make a MAX mouthguard now. But, when the brace is fitted, the mouthguard would have to be remade with a new impression.

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How long does my MAX Mouthguard last?

This varies according to many factors, e.g. growth, usage etc. Normally a growing child would require a new mouthguard once every season. Although the teeth and bones may be growing, the mouthguards are flexible, and can accommodate some movement. Older children and adults may not grow, but the mouthguard will wear down with use so we would recommend replacing your MAX mouthguard annually.

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Where to buy a MAX Mouthguard?

To buy a MAX Mouthguard simply go to our range of MAX custom mouthguards and make your selection, then follow the steps through to the checkout. A MAX Preferred Practitioners would help with the impression process.

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Does MAX Mouthguards offer a warranty?

Yes, we are so confident in the quality and protection levels of our mouthguards the we have a R 10 000 limited warrantee on it.  

It is very important not to chew on your mouthguard as this will distort the shape. It can also become uncomfortable and reduce the protection your mouthguard offers.

Keep your custom mouthguard in the protective case provided when you are not wearing it and out of direct sunlight. Please note: mouthguards deformed by chewing on them are not covered by our warranty.

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Does medical aid pay for MAX Mouthguards?

Max Mouthguards are not claimable from most medical aids.

If you buy a Max Mouthguards directly from our website you can not claim against private health insurance / medical aids.

If you wish to claim against your health insurance, visit a Max Mouthguards accredited dental practitioner.

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Who should wear a Mouthguard?

Mouthguards are mandatory in collision sports such as hockey, rugby and boxing where the risk of injury is likely. Children and adults involved in incidental contact sports may consider wearing a mouthguard to prevent injuries to the mouth.

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Can I wear a MAX Mouthguard with braces?

Our dentist will block-out the braces at the impression taking stage and our laboratory will customize the mouthguard to fit over the braces. There will be sufficient space for the treating orthodontist to move the teeth during his orthodontic treatment, without compromising the comfort or fit of the mouthguard. A new mouthguard will need to be made once braces have been removed.

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Why do I gag on my existing Mouthguard?

Gagging is affected by the cut of the mouthguard. If your mouthguard is too high or too long, it causes unwanted material where it isn’t needed. In order to keep from gagging, mouthguards must avoid the soft palate — the fleshy, flexible part toward the back of the roof of the mouth. That means your mouthguard’s material should stop between the end of the first molar and midway through the second. The material in the soft palate area doesn’t provide any protection from any injury. Just discomfort.  

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How do I clean and store my MAX Mouthguard

Here are some simple rules for cleaning your mouthguard:

  • Rinse your mouthguard with water before and after each use
  • Never use toothpaste, a toothbrush or mouthwash to clean it — they cause damage
  • Store your mouthguard in its case, and clean the case often. DO NOT leave mouthguard in direct sunlight or near heat source. When not being worn the safest place to keep your MAX mouthguard is in its case.
  • Do not clean with hot water or heat as this will distort the shape of the mouthguard.
  • Do not machine wash or tumble dry your mouthguard.
  • Most importantly. Don’t chew on it!
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How is MAX different from other store bought Mouthguards?

There are four basic classifications for mouthguards:

  • Type 1 – stock mouthguard
  • Type 2 – boil and bite mouthguard
  • Type 3 – single layer vacuum formed
  • Type 4 – pressure laminated mouthguards (MAX MOUTHGUARDS)

I am sure you are well aware of the limitations of the Type 1 and Type 2 mouthguards which are store bought. We will only deal with the pros and cons of the two custom made ones – Type 3 and Type 4 (MAX MOUTHGUARDS) which you are considering for your young sport kids.

The Type 3 single layer vacuum formed, while being a custom made mouthguard has its limitations in that:
  1. Firstly it is a single sheet of material that is formed over a 3 dimensional model this results in it being stretched thinnest where protection is needed the most namely the incisal edge and occlusal surfaces of the teeth.
  2. Secondly it is vacuum formed which does not give as accurate an adaption to the model thus a looser fit.
  3. Also, the players’ names cannot be put into the mouthguard to identify it in case its lost.
The Type 4 (MAX MOUTHGUARDS) pressure laminated is the highest level of protection available.
  1. It consists of multiple laminated layers of material in order to control and achieve the desired thickness and shape of the mouthguard.
  2. The layers are laminated under 6 bar of pressure to ensure the maximum adaption to the model and thus the best fit possible.
  3. The lamination also allows us put in a personal identification for each individual.
  4. Lamination allows one to achieve the highest level of protection possible.

MAX® Mouthguards are the Type 4 pressure laminated and made to International Sports Dentistry Associations gold standard specifications.

This standard can only be achieved by pressure laminating layers together.

All our materials are imported from the USA and carry all FDA and international certification for the safe use on the mouth. And are BPA, Latex and PCB free.

Our research and development with the all top South African rugby and hockey players over the last 14 years has allowed us to create the best fitting, most comfortable and most importantly most protective mouthguard available today.

We are so confident in the quality and protection levels of our mouthguards the we have a R 10 000 limited warranty on it. No other company in South Africa will back there product like we do.

There are 2 main type of materials used for mouthguards worldwide. Pro-form and EVA. According to research article in dental traumatology magazine the pro-form material offered the least protection of the two.

Publication: SADJ (South African Dental Journal) Vol.72, No.2, March 2017

MAX® Mouthguards only use EVA sheets.

There are also some legal requirements for any dental prosthesis which a mouthguard is.
  • The impression can only be taken by a qualified dentist, dental therapist or dental hygienist.
  • The prosthesis must be made by a registered dental laboratory.

All MAX® Mouthguards are made by Bowwood Dental Laboratory which is registered with the South African Dental Technicians Council.

I will not say that mouthguards prevent concussion but the anecdotal evidence suggests the it can defiantly help. Prof Francois de Wet from Pretoria university claims it does.

With that in mind does it not make sense to go with the best product available to help protect your kids.

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What about Boil and Bite Mouthguards, aren’t they as good?

Custom mouthguards are made from a high precision mould of an athlete’s mouth. Dental technicians create a custom mouthguard that is built to the exact specifications of the athlete’s mouth. Because of this process, custom mouthguards are viewed as more durable, safer and comfortable to wear. They should be less likely to fall out during play compared to boil and bites while also being easier to speak with when wearing.

Key benefits of a custom mouthguard over boil ‘n’ bite:

  • Protection 
  • Fit
  • Comfort
  • Breathing
  • Communication 
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How far back should my MAX Mouthguard go in my mouth?

A MAX Mouthguard custom fitted mouthguard will only extend between the end of the first molar and midway through the second to assist with breathing and speech.

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I have a product question not listed here, can you help?

Please contact us here by sending us your question. Please also supply us with your full name, email address and contact number.

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Refunds

How do I get a refund instead of a credit?

You can request a refund by sending us a email here.

If you paid by Credit Card, EFT  or you paid with Cash on Delivery (COD), you’ll need to provide us with your banking details. Credit Card payments will be processed directly into the credit card account used to pay for your original order. ( Have to ask Franji about refunds)

PLEASE NOTE: If you have redeemed a coupon on your original purchase we will reissue the coupon amount and refund the amount you have paid, excluding the coupon value.

Refunds may take 5 to 7 days to reflect depending on your payment method and bank used.

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I have a refund question not listed here, can you help?

Please contact us here by sending us your question. Please also supply us with your full name, email address and contact number.

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Returns

What do I do if my item is faulty?

We do our best to make sure that our MAX Mouthguards we deliver are of a high quality and in good order.

If that’s not the case with the item you received, first click here to see that your order is covered by our T&C’s and if so, you can then log a return through our website here

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What do I do if the mouthguard I received is not what I ordered?

We do our best to make sure that the product you ordered meets your expectations and is as described and ordered on our Max Sport protection online store. 
If that’s not the case with the item you received, first click here to see that your order is covered by our Returns Policy and if so, you can then log a return request by sending us a message here.

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What is your returns policy?
  1. We are confident that you will find our products satisfying. If you however experience any problem or concern with any of our products, please refer to the options provided below:
  2. Items will only be accepted for refund or exchange once proof of purchase is provided to us. Items that were used extensively may not be considered for a refund. 
  3. Goods purchased by way of special arrangement or custom made to order will only be replaced if defective.
  4. If a product is delivered to you that does not correspond to what was ordered (i.e. it’s not the product you ordered), MAX Sport Protection will arrange to collect the product from you, and they will deliver the correct product to you within a reasonable time frame.
  5. If you have used a product and found it to be damaged or faulty we will have the product collected at our expense and either replace, refund or repair the item, depending on the circumstance.
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I have a return question not listed here, can you help?

Please contact us here by sending us your question. Please also supply us with your full name, email address and contact number.

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