FAQs - SURI

UK & USA:

We currently offer FREE express shipping for all orders above £25 / $30 to the UK and USA. All orders to the US and UK less than £25 will have a small £2.75 / $4.5 charge. Note when we launch subscriptions, the shipping will be free.

Express Delivery times:

UK Delivery Time: 1-3 days.
US Delivery Time: 3-7 days

For other countries we charge a flat rate listed below.

Europe:
- Flat charge: £7.99 (£11 Express)
- Delivery Time: 4-6 Days (3-4 Days Express)
- We cover customs fees for all orders in the EU but not countries outside of the EU.

Canada:
- Flat charge: £10 (£14 Express)
- Delivery Time: 4-10 Days (3-7 Days Express)
- We don't cover customs fees

Oceania: Australia, Cook Islands, Fiji, French Polynesia, Kiribati, Nauru, New Caledonia, New Zealand, Niue, Norfolk Island, Papua New Guinea, Pitcairn Islands, Samoa, Solomon Islands, Timor-Leste, Tokelau, Tonga, Tuvalu, Vanuatu, Wallis & Futuna:

- Flat charge: £20
- Delivery Time: 7-12 Days via RM or DHL
- Shipping fees exclude duties and import charges which may be charged additionally on arrival

All other countries not listed above:
- Flat charge: £25
- Delivery Time: 7-12 Days via RM or DHL
- Shipping fees exclude duties and import charges which may be charged additionally on arrival.

Note we are unable to ship to the following countries at this time: Brazil, Russia, Israel, Egypt, India, Pakistan, Iran, Iraq, Afganistan, Palestinian Territories, & Bangladesh.

We will send you a confirmation for your payment once you place an order and another email with tracking details when your order ships.

After receiving your order, you will have a 100 day “smile guarantee” where you can return your electric toothbrush with no questions asked if desired. For more information on returns please see our Returns & Refunds Policy in the middle of our T&C page.

We hope that you love your SURI completely, if for whatever reason you don't we will offer a 100 day smile (money-back) guarantee no questions asked.

Guarantee:

Every SURI brush comes with a 1 year guarantee from when your order is received.

Unfortunately it's not possible to update your order after its been placed. If you need to change it please contact support at hello@trysuri.com for instructions on how to return it.

You’ve got questions, we’ve got answers.

Below are some common questions we've received. If yours is not listed, get in touch with us at hello@trysuri.com.

How long do your heads last?
Our plant based heads last up to 3 months and we recommend changing them every 2-3 months to keep them performing their best.
Does your brush head rotate?
Our brush uses sonic cleaning technology and has a high vibration (33,000 per minute) which moves toothpaste around your teeth (through fluid dynamics) lifting plaque and debris off effortlessly. Oscillating brushes have a low vibration (around 7,000 per minute) but physically rotate here to help lift plaque. The technologies are different and recommended by different dentists worldwide - both highly effective and neither superior to the other. Note our brush can feel more gentle on your teeth and gums than an oscillating brush at times, however, it still provides a very effective clean. The bristles are also important, we have medium/soft bristles positioned in a W shape to get in between your teeth and gums for an optimal clean.

Is there a pressure sensor?

We don't have a visible pressure warning but have two speed modes and medium/soft bristles which provide an effective gentle clean.

Can I change the battery?

We have a long-lasting Li-Ion battery which we can replace when the product is sent back to us. We looked at lots of other batteries including consumer rechargeable ones and ours outlasted them in terms of cycles and lifetime duration (3-5 weeks duration on a charge, 4 hour recharge).

We ask that people don’t open the brush as this is dangerous but we do offer a lifetime warranty when you subscribe to a heads plan where we will always ensure your brush works for life, for free. If you don't subscribe we offer a 1-year warranty and if you are out of warranty we will change your battery for a nominal fee.

Is your head compostable?

Our head is made out of sustainably sourced cornstarch and the bristles castor oil. There are a few steps needed to compost our head, see more on our recycling page. We also offer a pre-paid return mailer (for the UK/US) to make returning your heads to us easy, we do this as they can be recycled up to 6 times (or upcycled into different products).

Where are you based?

We are currently based in the UK & USA and offer free recycling in the UK & USA. We also cover import fees to the EU. For more information please see our shipping FAQs.

Can I repair my brush?

Many electric toothbrushes are sealed and horrible for landfills (or worse oceans) so we designed ours in a modular way so we can easily repair them for customers or recycle the components at end of life. If your brush is under warranty we will fix it for free otherwise we will share a reasonable fee to repair it. Contact us at support@trysuri.com for more details.

Where’s SURI made?

The brush is made in China and we have partnered with Climate Partner to offset our carbon on each brush (included with each purchase). Note the majority of electric toothbrushes are made in China and as we expand we are looking at creating our own more local facilities.

How can I remove the mirror mount?

We recommend you use a hairdryer with light heat and an old credit card or a thin object. You can re-fix it with new 3M tape from a local hardware store. We also sell new ones here.

Every SURI has a beginning, middle & end! Our mission is to ensure there is a path for recycling or repairing all our products! Please see below information on how to recycle our products.

RECYCLING:

SURI Toothbrush Heads:
Every UK/US order comes with a compostable return mailer for you to send us your used heads to recycle. If you are in the UK and don't have a mailer you can send us back your heads using any envelope with just "Freepost SURI" written on it in capitals. We ask that you collect at least 3 of them before posting them to reduce our carbon footprint. Note the mailer is pre-paid for the UK and the US and we will seek to expand this globally soon.

If you are not in the US or UK you can post back your heads to us at the below address in an envelope.

SURI Recycling

C/O I-Fufilment

Unit 20

Christchurch Business Park

Radar Way

Christchurch BH23 4FL

United Kingdom

COMPOSTING HEADS
If you are unable to send back your heads to us you can look at industrially composting part of them. This will require a few steps:

1- Remove the bristles with pliers and dispose of them in your waste bin, as they are plant-based they will eventually break down into plant-based micro-particles (in a couple of years unlike petroleum-based alternatives). When you do this little metal clips will come out also, you can recycle these at home by bunching them in any spare aluminium foil you have (we recommend you check with your local provider aluminium is accepted first).

2- Using your pliers carefully pull out the inner core of the toothbrush head, this is recyclable in your normal household stream.

3- The remaining shell of the head is made from cornstarch and can be sent to a local industrial composter.

SURI Toothbrush Body and UV-C LED CASE:
If your Toothbrush or UV Cleaning Case is no longer working please contact us at support@trysuri.com so we can look into fixing it for you.

If you would like to dispose of your product, we would be more than happy to take your product back and recycle it for you. Please contact us first at support@trysuri.com for more details.

SURI Washbag:
To recycle our washbag you will need to remove the outside "Tyvek paper" from the inner cotton lining and zipper with scissors carefully.
After you can post the Tyvek paper to the below address for the UK or USA:

UK (more details here):
Tyvek Recycling
Spenic Converters LLP.
Unit 11, Caker Stream Road,

Mill Lane Industrial Estate,

Alton, Hampshire,

GU34 2QA

USA:
Tyvek® Recycle
Attn. Shirley B. Wright
2400 Elliham Avenue #A
Richmond, VA 23237

The cotton lining can be placed in your home trash and will eventually biodegrade naturally. The zipper can be reused on other items or discarded if not possible.

SURI Packaging:
All of our packaging is recyclable, compostable, or reusable. Please see the instructions written on them for more information.REPAIRS:

Most electric toothbrushes are sealed shut and terrible for landfills (or worse, oceans) so we designed SURI in a modular way to be easily repairable or recyclable at end of its life. If your brush is under warranty we will fix it for free otherwise we will share a reasonable fee to repair it. Contact us at support@trysuri.com for more details.

We hope your SURI is always working perfectly, however if anything appears wrong or not functioning as expected, please contact us as soon as possible at support@trysuri.com for help.

Note if your SURI won't charge or turn on we recommend using another USB charger and wall outlet as a first step.

Before your first use we recommend you check out our simple quick start guide.

At any time if you need to get in touch with us you may reach us at hello@trysuri.com .

SURI is a UK company registered under the name:
Coral Innovations Ltd,
company number: 1249405
VAT number: 382151215

You may also write us at:

SURI, 85 Great Portland Street, First Floor, London, W1W 7LT. United Kingdom

Phone: +44 203 475 3423
(not for customer service enquiries, please email hello@trysuri.com)

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