Smile Direct Club

Smile Direct Club was founded in 2014 by Alex Fenkell and Jordan Katzman with a mission to make affordable and convenient orthodontic care accessible to everyone. Smile Direct Club offers a range of oral care products, including clear aligners and retainers that are made in the USA, BPA-free, and precision cut for a comfortable fit. The aligners are designed to gradually shift teeth into position, with an average treatment time of 4-6 months. Smile Direct Club's innovative telehealth platform allows customers to receive professional treatment without in-person office check-ins. A state-licensed dentist or orthodontist reviews each customer's medical and dental history and 3D images of their teeth before approving a custom treatment plan. With hundreds of SmileShops and Partner Network offices across all 50 states, Smile Direct Club is committed to helping more people achieve a smile they love.

Smile Direct Club customers are individuals who desire affordable and convenient orthodontic care. They appreciate the company's innovative telehealth platform that enables them to receive professional treatment without in-person office check-ins. Smile Direct Club's clientele likely consists of people who value the accessibility of oral care products, such as clear aligners and retainers, and who want to achieve a smile they love.

• Customers have reported issues with refunds and difficulty obtaining aligner touch-ups
• Contracts seem to favor the company over the customer
• Communication with the company can be slow and unsatisfactory
• Some customers have experienced dishonesty from staff members

Smile Direct Club offers different shipping times depending on the type of order and destination. Impression kit orders should ship within 1-2 days. Initial aligner and retainer orders should ship to U.S. and Canadian destinations within 2-3 weeks and to international destinations within 3-4 weeks. Non-initial aligner orders should ship to U.S. and Canadian destinations within 4-5 weeks and to international destinations within 4-5 weeks as well. Teeth whitening, oral care, and accessory orders shipping to U.S. and Canadian destinations have two shipping options: UPS Ground, which has a delivery time of up to 8-10 business days maximum, and Next Day Delivery, which guarantees delivery the following day if the order is placed by 12pm CT.

Smile Direct Club offers a 30-day return policy for their clear aligners. If a customer decides that the aligners are not for them within the first 30 days of receiving them, they can return them for a full refund (shipping costs not included). The aligners must be unused and returned in their original bags. Customers must contact the customer care team to initiate the return process and provide proof of shipment using a trackable carrier. If a customer decides to return the aligners outside of the first 30 days, they can still receive a prorated refund based on the percentage of aligners returned unopened and unused. Customers must have worn the aligners for the prescribed amount of time, completed regular virtual Smile Check-ins, and be up-to-date on aligner payments. The company's return address is provided, and customers are responsible for shipping costs. There is no information on how long it takes for the company to process a return. It is not stated if there are any items that cannot be returned.