Frequently Asked Questions

SmileDirectClub Clear Aligners

What are SmileDirectClub clear aligners?

Our clear aligner therapy includes several sets of tight-fitting, custom-made, BPA-free clear plastic trays that gradually shift teeth into their desired position.

How do SmileDirectClub clear aligners straighten teeth?

Our clear aligners come as a set of multiple aligners. Each aligner will make slight adjustments to tooth position, a process that is mapped out in advance by a SmileDirectClub New Zealand registered dentist or orthodontist who reviews your case. You’ll begin wearing a new set of aligners, advancing you to the next stage of your new smile. We make it even easier by shipping your aligners directly to you.

What are SmileDirectClub clear aligners made of?

Our aligners are made of a smooth, comfortable, BPA-free plastic that won't irritate your cheeks and gums like traditional metal braces often do.

Are SmileDirectClub clear aligners trimmed in a scalloped fashion or straight across?

SmileDirectClub clear aligners are trimmed in a straight fashion across the top, allowing us to gain optimal turning force to straighten your teeth. This also eliminates the need for glued-on buttons or attachments, which are generally considered unsightly or uncomfortable.

How do I know if I’m right for SmileDirectClub clear aligners?

Every SmileDirectClub order begins with a free Smile Assessment and either an impression kit delivered to you or a SmileShop appointment to collect information that will help a registered dentist or orthodontist determine whether aligners are suitable for you. The clear aligner system is designed for minor to moderate teeth correction, including space between teeth, crowding, rotations, and some bite correction. Am I a Candidate?

How long do I need to wait after having my wisdom teeth removed before I can start with SmileDirectClub?

If you're eligible for treatment, you will typically need to wait 6 weeks after having your third molars (or wisdom teeth) extracted before starting with SmileDirectClub clear aligners. You may be able to start earlier if your dentist or orthodontist provides a signed letter confirming that it is safe for you to undergo our treatment.

What if I still have my wisdom teeth?

If your dentist or orthodontist has recommended removal of wisdom teeth, then please follow their direction. If not, you can purchase our impression kit or book a 3D image appointment and a New Zealand registered dentist or orthodontist will review your smile and assess your eligibility for SmileDirectClub aligner treatment. If they determine that remote aligner treatment isn’t right for you, we will fully refund the cost of your impression kit.

Am I a candidate for SmileDirectClub if I have an implant?

The New Zealand registered dentist or orthodontist assigned to you will review your smile and determine if SmileDirectClub aligners are the best fit for you. If you purchased an impression kit and they determine you are not eligible for treatment, the cost of your impression kit will be refunded in full.

Can I use SmileDirectClub clear aligners if I have missing teeth?

The New Zealand registered dentist or orthodontist assigned to you will review your smile and assess your eligibility for SmileDirectClub aligner treatment. If you purchased an impression kit and they determine you are not eligible for treatment, the cost of your impression kit is fully refundable. Our 3D image appointments are always free.

Impression Kit & 3D Image Process

How do I choose between an impression kit or a scan?

A free 3D image appointment can be done at any SmileShop. During the 30-minute appointment, a SmileGuide will create a 3D image of your smile and send it directly to our lab to generate your custom smile plan. This will then be reviewed and approved by a New Zealand registered dentist or orthodontist. SmileShops are located in Auckland, Christchurch, and Wellington. Find one near you on our Locations page. If you are not located near a SmileShop, or if you’d rather get started remotely, we'll send an impression kit to you. Simply use the kit to take impressions of your smile, then send the impression kit back to us. Return shipping is included. All you have to do is arrange for our courier to pick it up from you.

Where can I buy an impression kit or a new smile kit?

You can purchase an impression kit for $69 here.

Is the cost of my impression kit refundable?

Remote clear aligner therapy isn't right for everyone. That's why we'll refund the cost of your impression kit if the New Zealand registered dentist or orthodontist determines our clear aligners aren't a fit for you. Simply call our Customer Care team at 0800 854 751 after learning about your eligibility, to have your refund processed.

I lost the registration code in my impression kit / new smile kit. What do I do?

We can help! Give us a call at 0800 854 751 or send us a message. All you'll need is your receipt. Simply provide the date of the purchase and your order number, and we can generate a new code for you.

What if I make a mistake on my impressions?

If our lab receives distorted impressions that prevent them from creating an accurate 3D model for our New Zealand registered dentist or orthodontist to assess your eligibility for treatment, we will contact you to send another impression kit. We'll refund the price of the replacement impression kit at the time of aligner purchase.

Can someone walk me through using the impression kit?

We can help. Your all-in-one aligner box features an instructional booklet, but we also have video support here on our Facebook page.

What is a SmileShop?

It’s your first step to getting a straighter smile. During your visit, a SmileGuide will use a highly accurate optical camera to capture a 3D image of your smile, including your teeth and gumlines. This 3D image helps our New Zealand registered dentists and orthodontists determine if you are eligible for SmileDirectClub treatment and allows our lab to create a personalised treatment plan that is reviewed and approved by one of our New Zealand registered dentists or orthodontists. The best part is you only have to go once, and it’s just 30 minutes. Say goodbye to waiting rooms!

Where are SmileShops located?

Our SmileShops are located across New Zealand. For a list of shops, visit our Locations page. For a list of shops, visit our Locations page.

How do I schedule a scanning appointment?

Simply book a scan on our Locations page. You’ll be given a few dates and times to choose from and our team will follow-up online to confirm your scheduled appointment.

What happens if I am late for my appointment?

Life happens, and sometimes you run late. Please call us at 0800 854 751 and let us know when we can expect you to arrive at the SmileShop. We'll do everything we can to fit you into the schedule.

What if I need to reschedule my appointment?

Give us a call at 0800 854 751 at least 24 hours before your appointment time to reschedule your appointment and avoid a cancellation fee.

How long does the scan take?

About 20 to 30 minutes, give or take.

How does the scanning technology work?

Our SmileGuides use a highly accurate optical camera to capture a 3D image of your smile, including your teeth and gumlines. This 3D image helps our New Zealand registered dentists and orthodontists determine if you are eligible for SmileDirectClub treatment and allows our lab to create a personalised treatment plan that is reviewed and approved by one of our New Zealand registered dentists or orthodontists.

What are the SmileGuide's qualifications?

SmileGuides come from a variety of backgrounds and are trained to efficiently and accurately capture a 3D image of your smile. We actively monitor and evaluate the quality of their work – including your experience. Our SmileGuides are able to answer any questions you have about our service, our process, and our technology, and most questions about straightening your smile using clear aligners.

What if I’m not in a scanning market or can’t or don’t want to go to a SmileShop?

That’s no problem at all. We can also send you an easy-to-use impression kit that includes an online photo assessment and dental impressions. Order a kit to be sent to your door here!

Treatment Process

Does a licensed dentist or orthodontist review my case?

Yes. Your new smile plan will be reviewed and approved by a New Zealand registered dentist or orthodontist. This ensures your new smile plan corresponds with applicable New Zealand dental standards.

Can I view what my expected results will be after treatment is completed?

Yes, after we receive your impressions or 3D image, we create a custom treatment plan that shows a before and after 3D visualisation of how your teeth will move with treatment. If you ordered an impression kit and the New Zealand registered dentist or orthodontist assigned to your case determines that our clear aligners aren't the right fit for you, we'll be happy to refund the cost of your impression kit. You can see examples of how our custom treatment plans work by visiting our Results page.

How long is the typical treatment process?

The New Zealand registered dentist or orthodontist assigned to review and approve your smile plan will determine the required treatment length for your needs, but we expect to straighten most smiles in an average of 6 months.

Can I use SmileDirectClub clear aligners on only my upper or lower teeth?

It’s possible. The New Zealand registered dentist or orthodontist assigned to your case will decide what the safest and best treatment option is for you.

How do I use my Chewies?

We include Chewies with your aligners to help you get a tighter fit. Simply insert your aligners, put your Chewie between your teeth, and chew as if it were a piece of gum. Use your Chewies for 10–15 minutes at a time, 2–3 times per day.

Why don’t my aligners cover my molars?

Because we custom-make your aligners to fit your mouth, our goal is to make your aligners the appropriate size to realign your smile while being as unobtrusive as possible. Your aligners should cover at least one-third of each molar.

How often should I wear my aligners?

Wear your aligners all the time as directed by your smile plan. Take them out for eating and drinking.

Will my teeth hurt during treatment?

Much like the days after a good workout at the gym, most people experience some tooth soreness for a few days after wearing new aligners. This is perfectly normal. It is a sign that your aligners are working by moving your teeth into a straighter position. This soreness should gradually go away after the first few days. If the pain doesn't go away, contact our Customer Care team at 0800 854 751.

Are there any visits to a dental office during treatment?

Most SmileDirectClub customers will make visits to their regular dentist’s office only for routine cleanings and checkups, not for reasons relating to the aligner treatment.

What happens if I lose an aligner?

If you lose one of your aligners, you will need to order a replacement right away. The cost for replacements is only $150 per tray. Your replacement aligner will generally ship within 2 weeks of placing the order. During that time, you will need to wear the previous aligner to ensure that your teeth do not shift back to their original position. To order a replacement aligner, please call our Customer Care team at 0800 854 751.

What happens after my clear aligner treatment is complete?

Protect your investment! We strongly recommend you safeguard your new smile with our custom-fit SmileDirectClub clear retainers. Without retainers, teeth have a tendency to shift back to their original positions. One set costs $150 and is available to purchase towards the end of your treatment. Call our Customer Care team at 0800 854 753 about 4–6 weeks before you finish your smile plan to place your order.

How do I preserve my new smile after treatment?

You should wear a retainer regularly to maintain your new smile. Wear your retainers 24 hours a day (except for eating and drinking) for the first 2 weeks. After that, you should wear your retainers only while you sleep or as directed by your treatment plan. We recommend replacing your retainers every 6 months to keep them fresh.

How do I change my email or mailing address on file?

Making changes to your account information is easy. Log in to your account on our website or call us at 0800 854 751 to update your shipping address, email, phone number, or credit or debit card on file. We’re happy to help you keep your contact information current.

Does my purchase include free teeth whitening?

Yes, all customers receive one complimentary bright on™ teeth whitening treatment so you can brighten your smile while you straighten it.

How can I keep track of when to change my aligners?

You can keep track of your aligners by logging in to your account on our website. Click on your dashboard to enter the date on which you start wearing your first set of aligners and let the dashboard do the rest. You can log in to see when you’re scheduled to change to your next set, which aligner you should be wearing, and how many days and aligners you have left in your smile plan. If you ever get off course because of a vacation or forget to wear your aligners, you can always reset your dashboard by clicking the "Get Back on Track" button.

Pricing

What's the Club warranty?

If at the end of your smile plan, having followed the treatment guidelines, you haven’t achieved a straighter smile, contact us so that your New Zealand registered dentist or orthodontist can re-evaluate your results. If your re-evaluation is approved by your New Zealand registered dentist or orthodontist, you may be eligible for additional aligners to continue your journey. Don’t forget: You need to notify us within 30 days of completing your smile plan for the warranty to remain valid.

To maintain your warranty:

  • wear your aligners according to your treatment plan, except when eating or drinking;

  • Register your aligners at SmileDirectClub.co.nz/patient-portal; and

  • respond to each 90-day check-in by sending an email with the requested photos

How much do SmileDirectClub clear aligners cost?

First, you’d get started with our $69 impression kit or a free 3D image at a SmileShop. Once your new smile is ready, you have 2 convenient payment options. With Single Pay, make a one-time payment of $3250, which is up to 60% less than our competitors*. You can also pay over time with SmilePay™ for an initial deposit of $430 and $130 a month for 24 monthly payments (total payment $3550, which includes 2 sets of retainers valued at $150 each). No credit checks. No forms to fill out.

What forms of payment are accepted?

We accept all major credit and debit cards (Visa, Mastercard, and American Express).

Do you offer an affordable payment plan?

Yes! With SmilePay™, make an initial deposit of $430 and convenient monthly payments of $130 a month for 24 months (total payment $3550); this includes 2 sets of retainers to keep the smile you love in place. No credit checks. No forms to fill out.

Can I pay off my SmilePay™ early?

Yes! Call 0800 854 751 and we'll be happy to help you process your payment for the remaining balance.

Can I use insurance to pay for SmileDirectClub clear aligners?

Yes. If your dental plan provides orthodontic benefits, you may be reimbursed directly from your health insurance company after purchasing your aligners. SmileDirectClub doesn't accept direct payment from insurance companies. For tips on checking your insurance coverage, please visit our Insurance Page.

Do you accept insurance payment methods?

If your dental plan provides orthodontic benefits you may be reimbursed directly 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.

Does SmileDirectClub accept CareCredit?

CareCredit is only available in the USA.

Is there a money-back guarantee?

If you order an impression kit and the New Zealand registered dentist or orthodontist managing your treatment plan determines that you are not eligible to undergo SmileDirectClub clear aligner treatment, we’ll gladly refund the cost of your impression kit. This is in addition to any rights you have under New Zealand consumer law. Our SmileShop visits are always free. If, within the first 30 days of your treatment plan, you’re dissatisfied for any reason, contact us to return your aligners. Learn more on our Returns page.

Can I combine discounts or offers on my impression kit or scan and treatment purchases?

No, sorry. You can only use one promo code per purchase.

What is Single Pay?

Single Pay is the payment option that offers a one-time payment of $3250, after which you'll be on your way to a smile you'll love!

What is SmilePay™?

SmilePay is our convenient monthly payment option. All we need to get started is a deposit of $430. No credit checks. No forms to fill out. Then, we will charge your credit or debit card $130 a month for 24 months.

What is HFD?

This is not currently available in New Zealand.

Other frequently asked questions

What is the SMILECHECK™ system?

SMILECHECK is our proprietary technology system that connects you to your prescribing registered New Zealand dentist or orthodontist. This doctor uses SMILECHECK to manage your treatment plan and dental case records. Through a secure provider portal, your doctor can view images and dental impressions, and prescribe your treatment. These tools equip SmileGuides and lab technicians in performing their work and managing your case file. And SMILECHECK provides you with direct access to upload photos and images, manage your account, and view your treatment plan.

Is there a minimum age required to use SmileDirectClub clear aligners?

Our minimum age requirement is 12 years old, and patients must have all permanent teeth present, except for the upper right 3rd molar, upper left 3rd molar, lower right 3rd molar, and lower right 3rd molar. For patients under the age of 18, SmileDirectClub requires a parent or guardian's consent on the Medical / Dental History Form in order to proceed with clear aligner treatment. 

Does SmileDirectClub ship internationally?

SmileDirectClub only ships clear aligners to eligible customers within the countries that we provide service to, which includes the U.S., Canada, Australia, the UK, and New Zealand.

Do you have before and after photos of patients who have used the SmileDirectClub clear aligners?

Yes. We have several before and after photos and video testimonials on our Results page.

Can I purchase impression kits for friends or family members?

Yes, you may purchase impression kits and aligners for more than one individual. The best way to do so is for each patient to have an account tied to a unique email address, regardless of who made the purchase. While we’re actively working to update our platform to allow a single user account to manage multiple customers, for now you will need to purchase each kit under a different email address to ensure proper prescription and monitoring of treatment. If you only have one email address, there are many free email services available that you can use to create new ones.

I cancelled my SmileDirectClub account. Can I reopen it?

Yes! If you cancelled your order, you can restart with SmileDirectClub at any time. To get started, submit another Smile Assessment by selecting Am I A Candidate?

I wasn’t eligible for treatment when I purchased my impression kit or SmileShop visit. I’ve since addressed the concerns (cavities, wisdom teeth, etc.). Can I use SmileDirectClub now?

If you’ve addressed the eligibility concerns raised by the New Zealand registered dentist or orthodontist, you may be able to restart the eligibility assessment process. To get restarted, submit a new Smile Assessment by selecting Am I A Candidate?

What if I think my teeth need more movement at the end of my smile plan?

We’re here to help you get a straighter, brighter smile. If you have followed the treatment plan as recommended by your New Zealand registered dentist or orthodontist, and at the end of treatment, you don’t achieve a straighter smile or the results you had hoped for, please contact us so your New Zealand registered dentist or orthodontist can re-evaluate your results. If your re-evaluation is approved, you may be eligible for additional aligners to continue your journey. Learn more about our Club Warranty on the Returns page.