Our at-home impression kit is designed to guide you through the process. Follow the instructions included with your kit carefully, take your time, and contact our support team if you have questions before sending your impressions back.

Don't worry! The impression kit we send you in one shipment includes enough materials for multiple attempts. If your first attempt doesn't go as planned, simply prepare a new impression and try again using the instructions provided with your kit.

Take your time—you have more than one chance to get it right! If you need help, contact us at support@smilehero.net.

Follow the instructions included with your kit and check your impressions carefully before returning them. Your impressions should capture the required tooth details without obvious distortions or missing areas.

Our team will review your impressions after they are returned. If anything needs to be corrected, we'll contact you and explain the next steps.

If our team determines that your impressions cannot be used, we'll let you know and explain what needs to happen next. You may need to make a new set of impressions. Because your kit includes enough materials for multiple attempts, you may be able to do this using the materials already provided.

If your custom retainers don't fit as expected, don't panic. Contact support@smilehero.net within 30 days of receiving your retainers. Include your order number, a description of the issue, and clear photos so our team can review your concern.

A new retainer may feel snug, but it should not cause significant pain or require force to fit. Do not force it into place or try to reshape it yourself.

Eligible fit issues may qualify for a free remake under our 30-Day Fit Guarantee. Please refer to our full Fit Guarantee Policy for eligibility requirements and next steps.

If an approved remake still does not resolve your fit issue, contact our support team for a further review. We will explain the applicable resolution under our Fit Guarantee Policy.

Our 30-Day Fit Guarantee allows you to report eligible fit issues within 30 days of receiving your retainers. Our team will review your concern and explain the next steps, including whether a free remake is appropriate.

Please read our full Fit Guarantee Policy for details about eligibility, required photos or information, and remake conditions.

If you’ve recently completed orthodontic treatment with braces or clear aligners, your orthodontist may recommend wearing your retainers full-time at first, often around 20–22 hours per day, before transitioning to nighttime wear. Your recommended schedule and how long each phase lasts will depend on your individual treatment and needs.

For the best guidance, follow your orthodontist’s instructions. Consistent retainer wear is important for helping maintain your results over time.

Remove your retainers before eating. Water is generally fine while wearing them, but avoid hot water and hot drinks because heat may distort the material. After eating, clean your teeth before putting your retainers back in.

To keep your retainers clean, clear, and fresh:

• Rinse after each use: Rinse with cool or lukewarm water whenever you remove your retainers.
• Brush gently: Use a soft-bristled toothbrush to gently clean the surface. Avoid abrasive toothpaste or harsh cleaners that may scratch or damage the material.
• Deep clean as needed: Use cleaning tablets specifically designed for clear retainers, following the product instructions for frequency and soaking time.
• Avoid hot water: Never use hot or boiling water, as heat can warp the retainer and affect its fit.

Always follow the care instructions provided with your retainers.

We recommend avoiding abrasive toothpaste because it may scratch the surface of clear retainers over time. Instead, follow the care instructions provided with your product and use a gentle cleaning method suitable for your retainer material.

Store your retainers in the included storage case when they are not in use. This helps protect them from dirt, damage, and accidental loss. Keep the case clean and allow your retainers to dry appropriately according to the care instructions.

Avoid leaving your retainers in direct sunlight, near heat sources, or in hot environments.

Absolutely! If you’ve ordered from SmileHero before, you may be able to order replacement or backup retainers without taking new impressions.

We securely store your 3D digital scan data for up to 2 years. If your teeth haven’t shifted significantly and you haven’t had major dental work, such as crowns, implants, or extractions, we may be able to use your existing scan data to make your new retainers—saving you time and the cost of another impression kit.

Already a SmileHero customer? Contact us at support@smilehero.net before placing your order. We’ll check whether your existing scan data is still suitable and help you with available returning customer pricing.

Stop using a cracked or broken retainer and contact support@smilehero.net. Include your order number, a description of the damage, and clear photos if possible. Our team will review your case and explain the available options under our applicable product policies.

Smilehero clear retainers are made from clear retainer material and custom-formed using a model based on your dental impressions. Each retainer is designed to fit your teeth based on your approved impressions.

For specific material details, please contact our support team at support@smilehero.net.

Yes! Smilehero clear retainers are BPA-free and latex-free, giving you peace of mind as you care for your smile.

Yes! Smilehero retainers meet the applicable FDA regulatory requirements, so you can feel confident choosing SmileHero for your retainer needs.