Contacting our Customer Support: Our customer service experts are available 5 days a week, Monday-Friday from 8 am - 5 pm PST. You can call, chat or email us. If you call and all agents are busy, you may opt to leave a voice mail. We will also return missed calls. We do our best to return calls and answer email within one business day. However, depending on the nature of the request, we may need a few days to provide you with the information you need. 

Impression kits: Once we receive your impression kit back, your impressions undergo several inspections and evaluations. This process usually takes 1-2 weeks at our lab, depending on the complexity of your case. We send you emails updating you on your status. If you do not receive a notification within this time frame, please contact us. Many email service providers use overly eager spam filters who remove our emails or send them to spam. We apologize, but we have no control over this. But we're always happy to check on the status of your case and provide you with more detailed information. 

Treatment Plans: If your impressions pass, then our dental team will create a 3-D treatment plan for you which usually takes an additional week. 

Aligners: Once you have approved your treatment plan,  have filled out and passed the Consent to Treat/Medical Form, and you have completed your aligner treatment purchase, your aligners will be sent to production. This usually takes about 2 weeks, plus another week for shipping (not including holidays and weekends). 

If at any time, you have questions, please contact us. We're here to help. We love to help.