25 questions from our users
How do I get a full refund after months of being mucked around..
Aligners that don't fit, cutting my mouth.. 2 sets of aligners.. bad customer service, emails .. calls, texts...
No, I don't want any more " customer service" . I want a refund.
I have all emails etc ready for " department of fair trading Australia "
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 firstname.lastname@example.org
Great! Do not hesitate to contact us Sarah, we will always be more than happy to assist you!
I have been waiting 14 business days since my request to get a refund due to my shocking experience with your product and service . I have contacted your team several times to follow up but get the same pathetic answer that someone will call me back in 3-5 business days . What kind of organisation to you run ?
Hi Amrita, I'm truly sorry for all the inconvenience you have experienced. Please contact us at email@example.com We will be more than happy to continue assisting you.
I expect SmileClub to contact me considering I have been waiting for well over the time frame originally advised . I have waited 18 business days to get a call back and have tried to contact the right team on 5 occasions ( I have email records for all of them ) . I am current preparing my case for VCAT - the Victorian Civil and Administrative Tribunal and Consumer Affairs as I have no other option to get a refund for the kind of product and service provided . SmileClub has my email (as per my product review ) and therefore I’m sure you have my other contact details to make the effort to contact me.
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 firstname.lastname@example.org. We have a team that will be able to respond in real time in order to provide you with the proper assistance.
Can i get your phone number please?
Hi Tom, we can be reached at 1800 515 198. Best, Emily
Am I eligible for this treatment if I still have some fillings to do?
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.
Just got my aligners today. I've worn them for 10 hours now and have just taken them out to have a break and my jaw is in soooo much pain. Has anyone else experienced that?
Yes, I get the same pains whenever I put a new set of aligners in. I think the first set hurt the most then afterward its not so bad. You actually start to look forward to that feeling later on because you know they are being moved into place. Good luck (Side note: if it bothers you a lot, switch aligners before bed that way you wear them in while you sleep)
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!
Yep Sam the first weeks are brutal, Don't buy anything you need to chew as you will be in tears, and quite a few points along the journey the teeth really start moving and hurt like hell. I turned a corner at around 4 months and they were moving less and the pain was less. Just make sure all the burrs are removed around the edges so your gums don't get cut and you should be fine. I skipped a few meals initially because I thought removing the aligner might pull tooth out, but after 24 hours it was getting better. Process was bloody painful but somewhat worked.
Why are all your 5 star reviews from people who have only had an initial consultation, and all your 1-2 star reviews are from people who have actually experienced the treatment?
I was one of the costumers that was happy when started. After few weeks when you need to experience the after sale people, starts your nightmare!
Can get even worse is you need talk to one of the dentists! Ooh my God what a nightmare has been my life eve since I start the treatment. Suppose to be 6 months, now its almost 1 year, I lost one tooth and I have gaps I didn’t have before on my teeth! Run from this people!
Thanks, Tatiana! You have saved me from making a mistake. I have already ordered a mould kit, but I'll be happy to lose the $70 and move on. The reviews are too awful to consider using this service.
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.
I wish to have my 12 year old son assessed for suitability for you treatment if I can.
Thanks for reaching out, John. Please give us a call at 1800 515 198 so we can help!
What is the phone number of the adelaide office
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, Can I please hear from people who have completed the program? How long did it take. Were there any complications. Did you get the help you needed along the way. Are you happy with the results?
I have been to two orthodontist. Both said I needed a tooth removed to make space and a time frame of 18 month. Smile Direct are saying no tooth removal and approximately 6 months??? I'm a little skeptical.
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!
My daughter completed the treatment 2 months ago. They never sent out the retainers to wear at night and now her teeth have moved back. I have spoken to the call centre turns out she will need to repreat the cycle for another 6 months for an additional fee.
Also, you need to purchase retainers to wear at night for life. That is $155 AUD every 6 months. They never advertise this part on the site, insisting it is option. But then again if you dont want your teeth to move back you have no choice.
I am waiting to see if they will provide me with a refund, failure of which I will be taking them to court.
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.
Can I please have someone ring me on 0211179810 . We would like to ask a few questions about my daughters teeth. We live in Kerikeri in the Bay of Islands and rather than travel all the way down and do the kit test. We need a little bit of advice prior .
Thank you Alex
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.
What Australian health insurers cover this?
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
Where will I be able to get the lip balm?
Can I come into your Parramatta location and buy some?
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.
Hi. I am wondering if this price is for top and bottom teeth
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.
I have read a lot of reviews from the US. The biggest issues have been,
1. Not the right fit, digging into gums and too long or too short, have often been reported.
2. Creates straighter teeth but at the price of getting an incorrect bite after treatment.
How do you get the fit right from scanning and why is it happening so much?
Are you unable to straighten teeth without getting a "bad bite" result?
Why do you charge the same costs when some people only receive a top or bottom treatment? This is not mentioned anywhere.
Why can't we call directly to the Smile Direct Club where the consultation takes place?
It does all seem a bit out of reach, or, Too Good To Be True!
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!
I am currently using Direct Smile and I am finding the first couple of days extremely sore. They are also really affecting my tongue and it’s sore every time I try and speak - is this something that anyone else has had before and do you know if that’s normal?
My gums were sore the first day or two and again with new set of aligners but definitely not my tongue. Hopefully Smile Direct reply to you here
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.
I have an individual denture (right incisor). Would this product still be suitable for me?
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
what is the average cost to close a front upper tooth gap
For a full mouth is $2499!! Or $399 upfront and $99/mth there after. So much cheaper than elsewhere!
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.
Can you claim private health extras on these?
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.
Do you have a provider number that I can use to get an estimate from y insurance company on my rebate.
Hey Amanda, that is a great question. I will be reaching out via private message so we can speak further about this.
Has anyone else had difficulty claiming on health insurance due to SmileDirectClub not providing the correct information as requested by the health fund?
We would be happy to help with this, Kerolie. Please send us a private message or email us at email@example.com so we can help.
Yes. Me. Can you let me know your outcome? Ive just had to cancel my aligners due to my fund not covering teledentistry. It was very difficult to get a straight answer when asking SDC over and over for more information.
I believe that some teeth may need a retainer after they have been straightened, to hold them in place. Does this need to be done by my own dentist?
Thanks for the question, Rachel! Customers can purchase retainers through SmileDirectClub for $149 when they are close to ending treatment.
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