SmileDirectClub Questions & Answers

Hi Sarah,

I'm truly sorry to know all the issues you have experienced, We will be more than happy to continue assisting you. In order to do so, please email us at reviews@smiledirectclub.com

Great! Do not hesitate to contact us Sarah, we will always be more than happy to assist you!

Hi Amrita, I'm truly sorry for all the inconvenience you have experienced. Please contact us at reviews@smiledirectclub.com We will be more than happy to continue assisting you.

Hi Amrita, we are concerned to hear about this as we want all our club members to receive the proper assistance. In order for us to provide the proper assistance, please reach out to us at reviews@smiledirectclub.com. We have a team that will be able to respond in real time in order to provide you with the proper assistance.

Hi Tom, we can be reached at 1800 515 198. Best, Emily

Hi Valetene, thanks for your question! We recommend all dental work be completed prior to starting treatment to ensure the best fit for the aligners. Feel free to give us a call or email if you have any other questions.

Hi Samantha, thanks so much for the question! Some discomfort is normal in any clear aligner therapy treatment, but our dental team is always available to help with any treatment related questions. Feel free to send us a message if you have any concerns!

Hi Ness, thanks so much for your question. All Australian customers who complete an impression kit or a SmileShop appointment are sent an invitation to leave a review here. Customers who have completed treatment have to seek out our ProductReview page to leave a review, which unfortunately tends to be customers with negative experiences. We're working on incorporating this review invitation later on in the customer journey, so future customers can see reviews from every step of the journey. We're more than happy to answer any questions you have!

We appreciate you answering this question, Tatiana. We're disappointed to see this. Our dental team is available to assist with any concerns. Clear aligners do not cause teeth to fall out and is a completely safe treatment option, so we would really like to look into your concerns. Please send us a private message if you still need assistance.

Thanks for reaching out, John. Please give us a call at 1800 515 198 so we can help!

Our SmileShop locations do not take support phone calls and are all currently closed, but our customer care team is available 24/7 at 1800 515 198.

Hi Melissa, thanks for your question! We've been able to create over 1 million smiles and have plenty of reviews on our website from customers who have completed treatment. We've encouraged our customers to leave reviews on here as well and we're hoping we'll see more in the future. If you ever have any questions, feel free to send us a message here!

Retainers are recommended for any teeth straightening treatment and include this in the pricing page of our website at https://smiledirectclub.com.au/en-au/pricing/. We recommend our retainers be replaced every 6 months, but customers are always able to seek another retainer option outside of SmileDirectClub. Feel free to send us a private message, so we can assist with this, Sam.

Unfortunately, I'm unable to schedule an outbound call, but you're more than welcome to call our customer care team at 1800 515 198 any time.

Your private health insurer may cover teledentistry. Since SmileDirectClub does not accept direct payment from insurance companies, we can’t help you get information regarding possible reimbursement. We’re still here to help. Below we have provided you with the dental item numbers so you can check into it yourself:

825 each aligner set. Enter this number twice: once for the upper and once for lower
811 retainers. Enter this number twice: once for the upper and once for lower

Hi Rosealba, we currently do not sell our lip balm in Australia but it does come complimentary with each SmileShop visit as well as being included in the aligner kit.

We have two pricing options available that are the same for any customer's treatment. If a customer is eligible for treatment on both arches, they'll pay this amount.

We're already up to 60% less than other teeth straightening treatments, which is why all customers pay the same price regardless of their treatment plans. The same amount of care goes into creating the plan, having it reviewed and approved, and creating, shipping, and fulfilling all aligner orders. All customers have access to our dental team and our 24/7 support team.

Hi there! Thank you so much for the question. I apologize for the delay here. I wanted to make sure I could answer all of your questions completely.

1. How do you get the fit right from scanning and why is it happening so much?
Each of our aligners are manufactured to ensure that they fit our Club members' smiles comfortably, and are also trimmed and buffed prior to being shipped. However, every smile is different, so some may experience some discomfort when they're first starting out.

2. Are you unable to straighten teeth without getting a "bad bite" result?
Yes! Our Australian registered dentists and orthodontists have the ability to develop a treatment plan specific to the customer's concerns and avoid negative results. While we do not claim to resolve all bite concerns, ensuring that our Club members maintain a healthy bite is one of our top priorities when creating a new smile plan. With teeth movement, bite changes during treatment are normal. If customers ever have any concerns or aren't tracking as expected, we're able to offer mid-course corrections and re-evaluations to get them back on track.

3. Why do you charge the same costs when some people only receive a top or bottom treatment? This is not mentioned anywhere.
All of our smile plans have the same costs involved regardless of treatment length or complexity since the price also includes the remote orthodontic assessment, impression capture and digitization, lab set-up fees, and remote monitoring during treatment. The aligners themselves are only one part of the full smile journey.

4. Why can't we call directly to the Smile Direct Club where the consultation takes place?
While our SmileGuides come from a variety of backgrounds and have the ability to answer questions our grinners have regarding our service, process, technology, etc., we find it best to direct those questions to our Customer Care Team Members as to not delay any appointments or slow down the process at our SmileShops.
Our Dental Team is also available 24/7 for any Club member that may have any questions or concerns regarding their treatment.

Feel free to send us a private message if we can assist with anything else!

Discomfort is normal in any teeth straightening treatment. This soreness should gradually go away after the first few days of wearing new aligners. If it doesn't go away after a few days, our customer care team can be reached at 1800 515 197 and will be able to assist.

Hello, we have helped all types of smiles. Our best bet would be to come in for a 3D imaging appointment to see if the aligners will be a good fit. You can find your nearest SmileShop here: https://smiledirectclub.com.au/en-au/smileshops/ Best, Elizabeth

We have two different options for payment. There is a one time payment of $2,499, or we have a SmilePay option that includes a $399 deposit, $99/mo. for 24 months and it includes 2 sets of retainers to help stabilize your teeth after going through treatment.

If your private health insurance includes extras, you may benefit from your insurance company after purchasing your aligners. SmileDirectClub doesn't accept direct payment from insurance companies. We can get you the forms you need to file your claim for reimbursement.

Hey Amanda, that is a great question. I will be reaching out via private message so we can speak further about this.

We would be happy to help with this, Kerolie. Please send us a private message or email us at grinners@smiledirectclub.com so we can help.

Thanks for the question, Rachel! Customers can purchase retainers through SmileDirectClub for $149 when they are close to ending treatment.