NewSmile Reviews 

Everything was smooth up till now I don’t know how to contact anyone to find out a time frame on when I’ll be receiving my retainers I sent my impression back on January 16th and haven’t spoken to anyone.

This is not the first time I have used the at-home impression kits. I did not receive any conformation my impressions were received untill almost 3 weeks after I mailed them and I reached out. Additionally, weeks later I then received an email stating I need to pay for a replacement kit as my impressions were completely unusable. I emailed back stating I will not be buying another kit and I want them to either send me my night guard based on my current impressions or refund my money as I have not received any product but no one will respond to my emails. I feel as though money has been stolen from me and the complete lack of communication and transparency is completely unacceptable.

Marion was very polite and patient. His manner was professional. Very even keeled. And efficient. I appreciated my interaction with him.

I do want to add a suggestion (and this is NOT about Marion). My experience with him was excellent. The suggestion is for corporate level, as customer feedback on policy.

When a company elects to sell on Amazon, I feel that ethically obligates the company to stand by its products and make good on mistakes that Amazon makes. The product was improperly advertised as “silicone” on Amazon, when in fact I discovered after receiving the impression kit, that the final product will be silicone and acrylic. I paid for a product that I did not choose. I chose to buy silicone.

Because the product is not returnable for hygiene reasons (understandable and necessary of course ) , that means the customer foots the bill for Amazon’s mistake. I did not make a mistake. I shouldn’t have to lose money for that. Even partially. (I realize I will be refunded for the money I spent minus the cost of the non-returnable impression kit). That would be kosher if the customer had been the one to make a mistake. But since I didn’t, I feel I should be completely reimbursed.

Your staff is simply following your company policy as they are required to do. I am not upset with the staff. I’m upset with the policy. It makes me never want to buy NewSmile in future, as I worry they will not stand by their product. Taking responsibility is a high value for me, both for the customer and the company. That is why I did so much research PRIOR to buying and why I read the descriptions on Amazon before choosing your product above others that Amazon had.

This could easily happen again to other customers. I hope you will address the misadvertising with Amazon.

Hi
My experience is the following. I bought the product and completely forgot to check other trusted websites that also have long threads about other people's experience.

This sticks to the guidance hopefully and my review will hopefully not be removed.

My experience was I paid, and tried to get out of it after several weeks, they apparently have some clause that makes you sign it in the contract, which overrules the fact that you can claim that you purchased an onlie product which you have a long time to change your mind.
Most reputable Canadian retailers offer voluntary return policies, typically ranging from 14 to 90 days.

Yes - they are scammers! and there are a lot of experiences out there of people who had teeth fallen off

big time scammers do not buy any aligners, there are several court cases in Canada happening right now, do not buy from here BIG RED FLAG

I was emailed November 3, 2025, by NewSmile that I needed new impressions and they would follow up "within a day" with next steps. I emailed New Smile on 11/15/25 requesting that they follow up. I emailed New Smile again 1/5/26 to request a full refund. Still nothing from New Smile. I will dispute the credit card charge and attempt to get a refund. Run, run, run from this company. Zero customer service!

Marion was empathetic to my situation and didn't argue with me in regards to my reasons for needing to request a refund at this time.

I purchased night aligners on 12/22/2025 and was sent an impression kit (only after having to request it) and had trouble breaking the suction on the lower impressions, which damaged them. I requested more putty and a tip on how to remove them without damaging them. I have heard nothing since. No response after multiple emails, calls, texts. No answer to the support line or call back after leaving voicemails. I spoke with a rep on the sales call line (answered in 1 ring) on January 7, 2026, who heard my dilemma and promised me a call back in 5 minutes. I am still waiting. I requested a full refund on January 7, 2026. Still no reply. I paid them in full, $1295.00 for absolutely nothing but an impression kit I had to request. The positive reviews about customer service are likely from those on a payment plan, with the company not receiving the full amount up front. Worst customer service ever from a company providing healthcare services that requires regular communication and guidance, from an orthodontist or dentist. I would not trust them with my teeth. I have disputed the charge with my credit card company and am awaiting their investigation result of this dubious business practice. Save yourself, your money, and your teeth. Run, run, run...

Addendum: Response received 12 hours after company response below and did not address the refund at all. Poorest service ever. Run, run, run.

UPDATE 01/19/2026: Still stalling. Now saying refund approved but will take 30 days (website policy says 14 days). Fraud, fraud, fraud.

UPDATE 02/09/2026: Finally received a PARTIAL refund for no services whatsoever. They charged me $139.00 for the impression kit and an additional $100.00 for a cancellation fee (for a service they did not provide, which is why I cancelled). These are the most corrupt people I have ever dealt with in my lifetime. I will be filing formal complaints with numerous governmental agencies to address their fraud. Be warned.... Do not trust these people.

Good customer service

Sofia was super helpful and responded to messages very quickly! She helped me set up my impressions and answered my questions about next steps.

Sofia consistently took care of me, in spite of all my delays! 😁 Reached out to me several times to keep me on track, offering to answer any & all questions- which she did.

helped with getting my replacements so i can get my moneys worth! excellent!

Sofia is great at communicating and providing information. She has answered all of my questions and addressed my concerns in a timely manner.
The process does take a bit longer than anticipated though.
Overall, so far, I would recommend.

Excellent service, their product met my need, Elizabeth is great person

Easy enough you can do it from home. Sophia helped me personally through texts and guided me through the molding process.

The customer service rep Sofia kept me updated and well informed on the progress of my night guard order. From the beginning with the impressions, checking with the lab to see if the impressions were usable and when the building process began and ended to being shipped.
The night guards are perfect and fit exactly. It seems a little lighter and thinner than my usual one but it has held up the same so far.
Great pricing, customer service and shipping.
I will definitely be referring friends.

Sofia was incredibly helpful throughout the process of getting my impressions completed, even during the Canada Post strike! I highly recommend working with Sofia to ensure a smooth experience, with efficient communication and clear instructions.

Everything is great till now. Easy, convenient, and good customer service. Specially Sofia who helped me through my queries. However, the 3-5 week timeframe is a bit long. Apart from it everything was good

I placed an order over a month ago and haven’t received the kit or retainer. I have followed up three times without success. I am requesting a full refund and I sent this request via email yesterday. However I have not heard back from the company or the representative I was working with. I would like a response by end of day today. If I need to dispute this through my financial institution I will do so. This has not been a good experience at all.

Paid in full for a treatment that was never delivered. Endless delays, missed deadlines, and almost no communication. I sent impressions, waited weeks for updates, received trial aligners, provided feedback, and was repeatedly ignored. When I finally asked for a refund, they gave timelines that were not honored and excuses like “left in the queue.” After months, no treatment and no refund. Completely disorganized, unprofessional, and unreliable. Do not trust this company with your money or health.

Update: The team keeps contacting with promises of the refund, and keeps missing the date given every Week, another example of bad business. Until now I don't have my refund.