Got a question about SmileDirectClub? We’ve got answers! 

At SmileDirectClub, we’re all about saving you time. Got a question about SmileDirectClub or your aligners? Chances are, you can find the answer below in our most frequently asked questions.

Eligibility for SmileDirectClub

Why didn’t I qualify for SmileDirectClub aligners?

The truth about SmileDirectClub is that not everyone will qualify for our aligner treatment. Some cases may be too complicated. To align your teeth properly, you may need traditional orthodontics. You may have a dental issue, such as cavities needing filling, or you may need a root canal. You will need to take care of dental procedures first, before you can qualify for SmileDirectClub aligner treatment.

Our focus is on mild to moderate crowding and spacing. Eligibility is determined by a state-licensed doctor after a thorough review of a 3D image of your smile, photos of your teeth, and more. If they don’t think our aligners are a good fit for you, we’ll refund the cost of your impression kit if applicable.

Your Order

What happens after I purchase my aligners?

After you purchase your aligners, your treatment plan is created and then reviewed and prescribed by your treating doctor. Then we’ll make all your aligners, package them, and ship them to you all at once.

When will I receive my aligners? When will I receive my touch-ups or retainers?

Once your aligners are made, they should ship in a few days. General waiting times are as follows:

  • For initial orders in the U.S. and Canada: Your order will ship in 4 to 5 weeks.
  • For touch-ups, aligner replacements, and retainers: Your order will ship in 3 to 4 weeks.
  • Outside of the U.S. and Canada: Your order will ship in 5 to 6 weeks.

Where are my aligners or retainers?

You’ll receive tracking information as soon as your order ships. The tracking information lets you see where your package is throughout the shipping and delivery process. You’ll even get a notice when your aligners have been delivered. You can download our app to get updates.

I fast-tracked my aligners. What happens next?

A state-licensed doctor will review your 3D image, photos, and medical and dental history to determine if you’re eligible for treatment. Once your doctor approves, they will prescribe a treatment plan and your aligners will be sent immediately into production. You’ll receive shipping updates in a few weeks once they ship.

What should I do once I receive my aligners?

Register your aligners before starting treatment. You can do this either in your account online or via our mobile app. This is a necessary part of our Lifetime Smile GuaranteeTM.

Your Smile Journey

Why do my teeth hurt, and other strange feelings?

Some tooth soreness can be expected after putting in new aligners. This is one of the many changes to your teeth and smile that feel odd, but are totally normal.

It’s a sign that your teeth are gently moving and you’re on the way to getting the smile you want. The soreness will likely last just a few short days. If the pain doesn’t go away, feel free to give us a call at 800-848-7566.


How do I request a refund?

To start the refund process, you will need to contact SmileDirectClub.

SmileDirectClub’s Lifetime Smile Guarantee means your new smile is guaranteed1 for life. Here’s how to activate our 30-Day Money-Back Promise:

  • Register your aligners before starting treatment, either in your account onlineor via our mobile app.
  • For a full refund, reach out to us within 30 days from the date you receive your aligners.
  • For a partial refund after the original 30 days, reach out to us and we’ll provide instructions on how to return all your unused aligners to SmileDirectClub.

How do I initiate a touch-up?

Your Smile Journey is as individual as you. You may need an aligner touch-up – or new aligners – during or at the end of treatment. This can happen if you lose an aligner, they no longer fit as expected, or you aren’t seeing your expected results.

What do I do while I wait for my touch-up aligners?

Always keep your previous aligners and continue wearing the ones you’re currently on. Because everyone’s plan is unique, please contact our Dental team at 800-848-7566 for more information on what you should do.

Contacting SmileDirectClub

How do I contact customer support?

There’s a lot of options to get you the help you need. The fastest way to get ahold of us would be via phone, chat, or direct messaging us on social media. To chat with us, head to SmileDirectClub Contact. Or you can call us 24/7 at 800-848-7566.

The quickest way to get updates is with our app.

When can I get a response? Nobody responded to my email/phone message.

It may take us up to 24 hours to respond to emails or direct messages on social media. Please be patient while we get back to you.


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