NewSmile

Name: NewSmile
Rating: 4.0

4.0

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249 User Reviews

5.3

Overall Score

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4.0

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249 User Reviews

5.3

Overall Score

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The Good

The Bad

Bottom Line

Reviews

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Company Details

Cost of Impression Kit

$49

Payment Options

One-Time Payment, Monthly Installments, Accepts Insurance

Cost of Treatment Plan

Starting at

$83

Average Treatment Duration

4 - 6 Months

Monthly Payment Plan

Maximum term offered

18 Months

Down Payment

For maximum monthly payment plan

Time in Business

6 Years

Company Headquarters

651 N Broad St, Suite 206 Middletown, Delaware 19709

Number of Reviews 249

info Source of Information

Author: Kaitlyn Short

LAST UPDATED: November 28th, 2025

Based in Canada with an office in the United States, NewSmile is an invisible braces provider that corrects patients’ smiles through clear, plastic teeth aligners as an alternative to traditional braces. Invisible braces are an affordable, low hassle, less noticeable alternative to metal braces as an orthodontic treatment . NewSmile offers both an upfront cost and a monthly payment plan. All treatments also come with premium whitening foam for a complete smile makeover. The NewSmile aligner treatment is completed at home without any appointments with an orthodontist, though the entire process is supervised by orthodontists and dentists remotely. Treatments are available in Canada, the United States, and Hong Kong.

Patients can use HSA and FSA to cover the cost of the treatment in the form of reimbursements. Patients will have to check their policy to see if cosmetic dentistry or beauty and health are covered in their plan. If so, NewSmile can provide a detailed receipt that can be sent to the insurance company with a claim.

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The Good

Average Treatment Time
Impression Specialists
Risk-Free Impression Kit
Low Upfront Cost
Free Set of Retainers
Smile Guarantee

Average Treatment Time

NewSmile’s average treatment time is 4–6 months. Though some treatments may take shorter and some may take up to a year, the average time is about on par with other invisible aligner companies. This average treatment time isn’t the shortest, but it’s on the average to quicker side in the industry.

As with other types of dental treatment, each case is individual and largely depends on how well the patient wears their NewSmile aligners. It’s recommended to wear the clear aligners at least 22 hours a day and only take them out for eating and drinking beverages other than water. Doing this will give the quickest treatment time possible. Additionally, patients should brush their teeth before putting their aligners back in to keep them clean and aid in overall dental health.

NewSmile also offers Night Aligners which, if worn for 10 continuous hours at night, average an 8-10 month treatment time.

Impression Specialists

Many customers complain that the impression kits used to create initial impressions of a patient’s teeth are difficult to use. NewSmile has patients schedule a video call with an impression specialist when they use the impression kit to help patients and make sure they’re using the kit correctly.

The impression kit consists of putty, two trays, and a smile stretcher. Patients need to mix up the putty and put it into the trays evenly to ensure a good impression. Using the smile stretcher can feel awkward, but shouldn’t be painful. Having a video call with a specialist can help make sure all steps required are done properly and that the impressions are precise.

Risk-Free Impression Kit

NewSmile offers a risk free impression kit, meaning that anyone can try the impression kit and will get a full refund if they’re not a good candidate for a NewSmile treatment. Invisible braces can treat mild to moderate crowding or spacing as well as many different types of bite issues.

NewSmile offers a smile assessment on its website to also help customers determine if they’re a good fit for an invisible braces treatment. The assessment asks about a person’s teeth and bite, and asks for a photo of their teeth clenched together. Sending this assessment in can help customers determine if they should go forward with treatment or not. If still unsure, starting with the impression kit doesn’t hurt.

Many people can qualify for NewSmile’s clear aligner treatment. People with dental implants or missing teeth can also qualify. When talking with the impression specialist, customers should mention where their implant is or which tooth is missing. Customers will also have to remove any permanent retainers and discuss any dental bonding with their impression specialist.

Low Upfront Cost

For customers who want to pay the lowest price, the upfront cost is the way to go. The only downfall is that it has to be paid all at once. The upfront cost $1,195, which is one of the lowest upfront costs in the industry. The entire cost includes an impression kit, treatment preview, all plastic aligners, a set of retainers, and whitening foam. NewSmile also offers periodic discounts on its website if customers share their email address.

If the upfront cost doesn’t work with a customer’s budget, NewSmile also offers a low monthly price of $84 paid with no interest over 12 months with a $295 deposit. This monthly payment is around the average monthly payment in the invisible braces industry, but most companies have contracts of 24 months instead of 12 months with NewSmile. The total cost with this method is $1,295, which is also one of the lowest costs in the industry.

Free Set of Retainers

After finishing the last set of invisible aligners, NewSmile provides a free set of retainers. These retainers are to be worn every night in order to prevent teeth from moving back to where they were. Many companies charge extra for a retainer after treatment, so having a set included in the overall low cost is a great benefit.

Smile Guarantee

In addition to a free set of retainers, NewSmile will also send additional aligners if customers aren't happy with their new smile. At the beginning of every treatment, customers will receive a preview of what their smile will look like after treatment. If a patient finds that their smile doesn't look like what their preview showed it would, NewSmile will work with them to fix it. As long as a patient followed their treatment instructions and wore the aligners correctly, NewSmile will send additional aligners at no cost to help each customer attain a beautiful smile.

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The Bad

Down Payment Required

Down Payment Required

NewSmile's low monthly cost of $84 paid over 12 months is one of the lowest in the industry. Unfortunately customers can't have that price unless they pay a $295 deposit. Other invisible braces companies have lower deposit prices, but it's also important to note that NewSmile's monthly payment is extremely cheap in comparison to those same companies.

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The Bottom Line

NewSmile offers one of the least expensive invisible braces treatments in the industry. The monthly cost is extremely inexpensive, though customers do have to pay a relatively high down payment price in order to get the monthly payment option. The company’s average treatment time is around the standard for the industry, but NewSmile also offers a set of retainers for free after a customer completes the treatment plan, which is a great value.

The company also has a video call system with impression specialists that can help potential customers correctly complete their impression kits. Customers can also contact the company if their new smile doesn't match their preview and they can receive additional aligners at no cost to attain their perfect smile. In the end, if you’re looking for straighter teeth, NewSmile seems like it could be a good fit for you.

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User Reviews

Star Rating

4.0

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251 Reviews

Review Breakdown

5 grade

60%

4 grade

12%

3 grade

2 grade

1 grade

15%

Sentiment Criteria

Value

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Quality

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Service

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Trustworthiness

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Diane Fernandez

The first set of night guards, I only received the tops. When I "finally" was able to talk to someone, they said it was my fault. I only sent the tops in, which is incorrect. They sent a second set. It's now almost December, I sent the second impressions back in October. They cannot locate my set and when I've been trying to find it why, they keep saying, "they are checking with the shipping dept. That was November 10. I reached out several more times and no response. I would NEVER do business with them again, nor would I recommend them to anyone. Is there was a zero rating, that's what they would get.

6 days ago

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Serena

"your original plan has already achieved around 80% of its intended goal (which is considered successful, as achieving 100% alignment is not always possible due to differences in bone structure and tooth movement per person), then a new treatment plan may be required to reach further alignment goals." This was their response after delaying my treatments 3 x's to determine if I qualified for new impression kits (which I had to pay for). After sending them back in their response was "Because of this, they’ve advised that the best path forward is to treat your situation as a new case so that your treatment plan is designed specifically for your current tooth positions." The cost? Another 1200 dollars on top of the 1400 I already paid. STAY AWAY

1 month ago

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AnnieB

The customer service is horrible! Once they get your money all communication dries up and you have no idea what is happening. They did promptly send out the kit to make impressions, but after that, nothing. They tell you to do practice impressions and send them a photo of them so they can make sure you’ve done it right before doing the real ones. I did this and sent the photos via email and messenger….after 2 weeks I had heard nothing so went ahead and did the real impressions and sent them in. After weeks I had still heard nothing even with multiple emails and messages sent. I finally left a 1 star review on TrustPilot, which got their attention! Turns out they had received my impressions and they were not adequate, but nobody bothered to let me know. They sent me another impression kit “no charge” because of my review and their lack of communication. I made them again and sent them back, and once again, absolutely no feedback until I started pestering the CS rep. She finally got back to me and the impressions were fine, but had I not pestered her I wouldnt have known. Anyway, long story short, it has been over 3 months since placing my order and I have had to pester them at every step of the way to get any kind of information. Supposedly my retainers are in the mail, we shall see. And all of this was just to get plain old retainers, no treatment plan for aligners involved. I can’t even imagine how long that would take! Steer clear unless you want a lot of frustration.

7 months ago

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A “Sunlight” B

I purchased a retainer from them during their Black Friday special in November 2024. As of today, I still do not have my retainer. I only received a replacement after I contacted them in January 2025 to check the status. They do not offer adjustable trays, and I had to fight tooth and nail just to get a replacement—only to receive an incomplete set! It was supposed to include two upper and two lower retainers, but I only received one of each. They told me I needed a large size, so I had to pay for a second replacement because they originally sent me a medium. However, the large lower retainer was far too big—I couldn’t even fit it in my mouth! When I requested the one medium lower replacement that I was still owed, they demanded $20 for it! It’s now mid-February, and I still do not have my retainer. NEVER buy from this company. Additionally, canceling a subscription with them is a nightmare. There’s no option to cancel online—you have to call or email, and they bombard you with endless questions.

10 months ago

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Ciara Meid

AFTER A CALL WHERE I WAS ASSURED BY SHAIRA THAT COMMUNICATION WOULD IMPROVE, NOTHING HAS CHANGED. NO UPDATES, NO PROGRESS—JUST BROKEN PROMISES. THE SITUATION HAS NOW ESCALATED FURTHER DUE TO SERIOUS COMPLICATIONS, INCLUDING BONE LOSS CAUSED BY THE ALIGNERS. THIS HAS RESULTED IN NOT ONLY PHYSICAL DISCOMFORT BUT ALSO THE NEED FOR CORRECTIVE PROCEDURES THAT WILL COST FAR MORE THAN THE INITIAL TREATMENT. THE STRESS AND FRUSTRATION OF BEING LEFT IN THE DARK FOR SUCH A PROLONGED PERIOD HAVE MADE THIS ENTIRE EXPERIENCE UNBEARABLE. I HAVE REPORTED THE COMPANY TO TRADING STANDARDS AND ENCOURAGE OTHERS FACING SIMILAR ISSUES TO DO THE SAME. IF THIS MATTER IS NOT RESOLVED IMMEDIATELY, I WILL HAVE NO CHOICE BUT TO PURSUE LEGAL ACTION.

11 months ago

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Verified Customer

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Amanda

I have been paying for it literally forever and I still don’t have it. I never got the product. I got my 3D scan in January and it is now May and I don’t have any anything. They say it is my fault.

4 years ago

Reply from NewSmile

We are sorry to hear about your experience. This is not the experience that we would like you to have. Please email us and we will look up your order number. We will DM you as soon as we can.

May. 26th, 2021

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Verified Customer

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Katla

It's a scam. They take your money and never get back to you. Everything has been pushed back. They should focus more on communicating with their clients. It has been five months and I have not received it yet.

4 years ago

Reply from NewSmile

We are sorry to hear about your experience. This is not the experience that we would like you to have. Please email us and we will look up your order number. We will DM you as soon as we can.

May. 26th, 2021

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Verified Customer

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Fatemeh

I was told I'll have full support through out my process, but I'm on my #6 alligners and they do not fit well. I'm in lots of pain and it's just back and forth emails. I can't even talk to their dentist. So disappointing.

4 years ago

Reply from NewSmile

Hi Fatemeh! Thank you for your feedback and we are sorry of what you have experienced. In most cases, pain or discomfort will occur when the aligners are first fitted and when aligner trays are changed, about every two weeks. For most, discomfort is minor and will subside within a few days, while others may feel discomfort throughout treatment. We are always here to help, please send us an email at team@newsmilelife.ca and one of our specialists will arrange a call for you.

May. 21st, 2021

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Gabriel Axarlian

This company scammed me and they will scam you. They charged me $300, lied to me the day after I signed up about their ability to fix my teeth. Three months later, after an unorganized further assessment process they revealed the truth that they could not fix my teeth. I tried to speak to representatives and they made it extremely difficult. Eventually they told me I would get a full refund but it would take a further 3 weeks. Finally, they gave me a refund for further payments I had made, but not my $300. I was going to walk away the day after I signed up and they lied to me and prolonged the process because they knew I would not be able to contest the charge with my credit card 3 months after the charge. This company is full of scammers. They are dishonest. They operate out of Canada, but it appears the actual workers are in an east asian location. DO NOT SIGN UP WITH THEM! Search out an alternative. If you do not, you will eventually be hurt by them!

1 year ago

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Candice S Milan, TN

Terrible communication with the company. I would get multiple emails regarding the same thing from different people or no response at all. I paid $2,000 for their aligners and completed the assigned treatment only to find I should have had more steps. My teeth were still offset and gapped needing at least three more steps for a straight smile. When I reached out to the company, they told me they considered 80% of improvement to be proper treatment and if I wanted the addition steps it would cost an additional $449. So if you want 80% of straight teeth and are ok with mediocre then this is the company for you!

1 year ago

Reply from NewSmile

Hi Candice, we're sorry to hear that you're not satisfied with the outcome of your treatment. To address your concerns promptly, could you kindly email us at reviews@newsmilelife.com? Our NewSmile Guarantee states that if you've completed the treatment and followed all the instructions and you're not satisfied with the outcome, we'll evaluate your case and provide you with additional aligners to ensure you will get the smile you'll love. Thank you for bringing this to our attention.

Feb. 21st, 2024

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Brianna Norwalk, CT

New Smile's response to my original review: "Hello Brianna, We apologize for the experience you have had so far. Upon reviewing your case, we discovered that there was a technical issue with the notifications we sent regarding your impressions. We want to clarify that your current impressions are not workable, and we require new ones to create a safe and effective treatment plan for you. Our dental team works diligently to ensure the best treatment plan for you, but unfortunately, the gum line for your front bottom teeth was not fully captured, which impacted the accuracy of the overall picture of your teeth's shape and size. Please know that our dental team upholds high standards when it comes to impressions because we genuinely care about providing you with the best possible care. We want to ensure that the aligners we create fit perfectly, allowing for safe and effective movement of your teeth toward the desired results. We understand that you declined our previous offer of a refund. In light of this, we would like to provide you with another complimentary replacement kit to make new impressions. This will ensure that we have the necessary information to proceed with your treatment. We apologize for any inconvenience this may have caused and want to assure you that we are committed to resolving this issue and providing you with the best possible treatment experience. Please feel free to reach out to us at any time if you have any questions or concerns. We are here to assist you. Thank you for your understanding." Now let me provide you with the truth. They claim my impressions are unusable but it’s funny because I showed the photos NewSmile sent me to my LICENSED dentist who was just as confused as I was by New Smile claiming the aligners were unworkable. In addition, they claim it’s only the gum line for my front bottom teeth however, the email correspondence I have states otherwise. They claim their dental team upholds high standards but don’t bother asking to see the dental teams credentials. They’ll ignore you. Also, I find it funny how it’s been 7 almost 8 weeks of me paying for the aligners as I signed up for the financing almost immediately and still I have nothing to show for it. Lastly, the whole “Please feel free to reach out to us at any time if you have any questions or concerns. We are here to assist you.” We are on day 3 of no response from them. THEY WILL NOT RESPOND ONCE THEY GET YOUR MONEY.

2 years ago Edited August 14, 2023

Reply from NewSmile

Hello Brianna,

We apologize for the experience you have had so far. Upon reviewing your case, we discovered that there was a technical issue with the notifications we sent regarding your impressions. We want to clarify that your current impressions are not workable, and we require new ones to create a safe and effective treatment plan for you. Our dental team works diligently to ensure the best treatment plan for you, but unfortunately, the gum line for your front bottom teeth was not fully captured, which impacted the accuracy of the overall picture of your teeth's shape and size. Please know that our dental team upholds high standards when it comes to impressions because we genuinely care about providing you with the best possible care. We want to ensure that the aligners we create fit perfectly, allowing for safe and effective movement of your teeth toward the desired results.

We understand that you declined our previous offer of a refund. In light of this, we would like to provide you with another complimentary replacement kit to make new impressions. This will ensure that we have the necessary information to proceed with your treatment.

We apologize for any inconvenience this may have caused and want to assure you that we are committed to resolving this issue and providing you with the best possible treatment experience.

Please feel free to reach out to us at any time if you have any questions or concerns. We are here to assist you.

Thank you for your understanding.

Aug. 8th, 2023

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toby graham

Please be wary of fake 5 star reviews. Thought I would give newsmile a try as frankly, it’s one of the cheapest options for treatment/retainers. I took pictures of my teeth as requested and received a standard response saying that I would be eligible for treatment. Got the impressions kit very quickly but received multiple emails asking me to book an online session within 5 days though there were no appointments available for over 10 days. Not a problem though as I Whattsapped the chat and was given a quicker appointment. During the appointment I was told that the impression trays were not big enough for my upper jaw. I was promptly sent the bigger trays. Couldn’t get an appointment for over a week but I didn’t mind waiting. During the second appointment I was told my upper jaw was too big for their biggest trays and so was offered a scan at a clinic. They don’t have a big presence in the UK so the only clinic I could go to is 5 hours away and the cost of the scan is £150. If accepted for treatment after the scan you will get £75 back. I justified this to myself - scan will be more accurate, I’ll be paying £75 plus £50 in fuel to get there but it will all be better than the putty. So I went for the scan, a week later I receive an email telling me I have calculus(plaque) that needs to removed before treatment can commence and that I’d need to have another scan. I replied to say that I’d happy visit a hygienist get the plaque removed but would not be travelling another 5 hours at a cost of £50 and paying for another scan at a cost of £150. If I had been told to get plaque removed or to visit a hygienist before the scan I would’ve done. I had no idea I had plaque or that it would stop me getting my treatment plan. I have asked if they can give me any other options apart from the above. What if I see the hygienist, go for another scan and find out that they missed a bit of plaque. Would I be expected to travel another 5 hours and pay another £150? I was then told that I might be able to get a scan more locally to myself. I found this quite annoying as I had traveled 5 hours previously and frankly I’m not prepared to keep paying out for scans in the event that I might be accepted for treatment. I asked that their dental team look at my previous scan to see if their retainers would work for me. I received an email back two weeks later telling me I would need ‘shaving’ and ‘expansion’ at a local dentist to get good results. So I’d not only be paying over £1000 for the retainers, I’d have to pay out around £1000 at my local dentist to get acceptable results. I have now asked for my treatment to be cancelled as it has become too complicated and expensive and after researching a bit more, I’ve found that you may need to wear the retainers for life to stop the teeth moving back to their original positions. I’ve been told that it will take three months for my order to be cancelled. Just be careful what you’re getting yourself into. If your teeth are not standard/have an easy treatment plan go for a company with a bigger UK presence or look at something more long term like braces. All this can be 100% verified.

2 years ago

Reply from NewSmile

Hello Toby. This is not the experience we would like you to have. We really appreciate your feedback. I will let our management know about this. Upon checking, a refund case has been opened for your account. Our Refund Department will be assisting you with this. Let us know if you have any questions!

Jun. 7th, 2023

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TKE Murfreesboro, TN

Don’t pay full amount up front. Just get the impression kit for $40 or whatever the sale is. If you do pay up front, READ THE FINE PRINT regarding refunds. I only had one tooth I was interested in getting corrected. After several weeks and doing two impressions, the result didn’t fix my issue. Not a big deal, they tried and it just didn’t solve my issue. So, I requested a refund. After telling them more than once I wasn’t happy with the result (the computer rendition of what my teeth would look like was worse than they are now, gaps where they weren’t any before), they said they would “start” a refund review. Not sure what they had to review. I wasn’t happy with the result and wanted a refund. They said it would take 90 days! Maybe I’m spoiled by the standard refund policies of other companies, but 3 MONTHS?!? It was over 3 months and was going to be longer but I protested. I paid something like $1400+. I was under the impression I would get all but $40 back since they had impression kits for $40. Not so, read the fine print. I think I got back around $1100 after over 3 months since I “requested” a refund. I made my payment in mid-May and it was mid-October before I got my partial refund back. A long time and a lot of frustration! So, my advice is just start with the impression kit. Then, if you like the result, fork over the $1400.

3 years ago

Reply from NewSmile

Hi TKE, Upon cancellation request one of our representative will reach out to you to explain your case. We highly recommend that prior to purchase all customers would check the terms and agreement as this is important. I checked our records and couldn't find name under TKE for us to check the information. Please email us with your order name and number so we can assist you and check your account.

Nov. 8th, 2022

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HonestReview Queens, NY

DO NOT. This company will turn any glitch into your fault. They will not get back to you for the biweekly checking sometimes for a week. And they won't be accountable for it. They put on a false smile and lots of exclamations pretending they actually care. They won't even give you a chance to speak personally with any phone rep. Huge red flag. The good reviews are all fake. They are some company in Phillipines or Malaysia, not Canada, and it is ALL a front. They know what they are doing. Do not be fooled. They do NOT care for patients. Trust me, they WILL screw you. You will not get any refund. They should get what's coming to them. They will.

3 years ago

Reply from NewSmile

Hello, Thanks for leaving your review. All our customers have been assisted within the 24-72hours time frame. We follow protocols in order to ensure that customers are assisted in timely manner to resolve issues. Like any other company, we do have number of employees that are outsource, but the quality of service would always be the same from any part of the world as they receive the same training. You can freely give us a call using our toll free number or email us.

Nov. 7th, 2022

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Angie Vancouver, BC

Don't do it. Unfortunately my experience was not a good one. I wanted to close the gap in my front teeth and straighten all my teeth. My gap they closed but my front teeth are not aligned and my left tooth beside my front tooth is on an angle. I message them multiple times to let them know that I was unhappy with the results and they continuously said there was nothing that they can do. Even after I after I followed every protocols and took pictures of the actual aligners (they were not designed to straighten my teeth. They showed my teeth still crooked). If I could save you the grief, please go with another company.

3 years ago

Reply from NewSmile

Hi Angie,
We have looked into your account and can see that you finished 1 month earlier than your treatment, and as it turns out, protocol was not followed. I can also see that there was no updates every 2 weeks prior to changing your aligners. I believe someone have already given you an option to do refinements to get you back on track. We understand that you are frustrated with the situation and we will try to help you the best way we could. In order to obtain your projected outcome, it's required to follow instructions and timeline. We’re happy to help see how you can get back on track, please email us for any questions you have.

Aug. 10th, 2022

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Neal Cyr Scottsdale, AZ

Horrible customer service and communication. My aligners stop tracking. I contacted them and they asked for pictures for them to send to their "dental professionals." Which I happily sent. 3 weeks go by with no response at all. I had to follow up multiple times before even receiving a response. The response was that they needed to set a video call with a dental professional, which is just a customer service agent in the Philippines. She had to watch me put the retainers in and out. The pics I sent earlier were never reviewed by any professional. They ended up having to send me new molds, which I had actually told them to do from the beginning. Incredibly, instead of sending me new molds, the customer service agent recommended that I move back a tray and see if that works. This was obviously another way for them to waste 4 more weeks of my time. I redid the molds 6 weeks ago. When I contacted them asking where my new retainers were, they asked me to send them more pictures of my current tray that I am stuck on. I have a wedding to go to in 2 months and I will probably still be waiting for them to send the new molds.

3 years ago

Reply from NewSmile

Hi Neal,
Upon checking the account we have confirmed that this order is for Heather and not you. Although, you are not a direct customer we have been responding to your inquiries based on our policy and procedures listed on our website and available to the public. You have been informed that we will be waiting for our dental team to review the case and share proper feedback and the next course of action. The video call held by one of our team members was for the purpose of determining the fit of the aligner, the result and photos have been forwarded to our dental team.
The aligner #6 was fitting but it wasn’t well fitted so we advised Heather to go back to the 5th set of aligners and perform backtracking, but you have refused to do so. Backtracking your aligners is a common and normal procedure that has to be done if the optimum fit hasn’t been achieved.
As part of our routine procedure, we wanted to help and see why the 7th aligner didn’t fit and we have given Heather a free impression kit for further evaluation. This kit normally costs $200, which you have received for free. We can also see that you have purchased the plan for $1000, and this does not include a refinement aligner.
It has been indicated on the questionnaire that Heather started wearing the first aligner on January 18th, 2022 and reached out to us last on April 19th, 2022 to let us know that you have switched to the next aligners that were not fitting. April 12th is the actual day that the switch should have happened and reported to us. The days does not add up to 14 days, which has been indicated in the instruction manual and the emails sent to the customers. This can be the reason why the treatment didn’t go as planned. When customers don’t follow the time wear the desired result will not be achieved, and this is unfortunately out of our control.
Hope this helps, and please note moving forward we will only communicate with the customer who’s Heather in this case unless the customer is a minor and need a legal guardian to communicate on their behalf.

Jul. 12th, 2022

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Holli W Trenton, ON

Terrible. They are smile love Canada under a new name. Took money from thousands of Canadians and bankrupted their company. Left everyone hanging. Paid $2500, went well for the first 6 months then they closed their lab for covid and refused to honour the money I’d paid. They’ve tried to offer me deal from the new name “new smile” on my existing treatment plan from smilelove (their old name) at another cost! Many others have gone through this same experience and have been made to believe their treatment is not yet complete and constantly buy more aligners at more costs to continue charging you beyond what was ever planned . I really really want to help others avoid the loss I suffered! At least if I’d gone with Invisalign or and actual orthodontist, I would have a guarantee and not be out thousands.

3 years ago

Reply from NewSmile

Hi Holli, I apologize as this is not the experience we want you to have. As for SmileLove CA we are actually helping their customers, but we (NewSmile) are a separate entity from them. I have checked your account and can see that you are done with the treatment however wore your broken retainer for quite some time which should not happen as this will make your teeth shift and would not retain the result of the treatment provided to you. Please do not hesitate to send us an email and we would happy to assist you.

Jul. 7th, 2022

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Brandon Crego Brandon, FL

Back in the beginning of December 2021 I placed my order for the night time aligned treatment which i paid in full almost $1200. Got my impression trays about a week later sent them back. About 3 weeks later They said I need to redo them with the cost of a new impression kit. Which after a few email they waived the cost. Now we are midway through January finally get the new kit do the video chat doing the impression again send it back again. Now we are in the beginning of February and get a email again stating I need to do the impressions again at a additional cost. At this point I takes a couple days to get ahold of a actual human on the phone to talk to. At this point I requested a refund due to the process taking over two months to not make any progress. And they in form me it takes about 90 days to maybkmg get your refund approved. Well now we are in April get the refund a little ahead of the 90 period. And it is about $300 less of what I initially paid. And tell me it’s for the services received. I can understand the initial impression fee of about $120. But they are charging me for the second impressions kit which was given at a courtesy along with a detailed look at what my teeth could like which I never got to that point. With all the being said just go to your local orthodontist and pay the little extra money for the Invisalign I was quoted right at $2000 so about $800 more so you can deal with a human one on one and get the actual attention and smile you deserve.

3 years ago

Reply from NewSmile

Hi Brandon! Thanks for the review, I went ahead and doublechecked this for you. I can see that your refund was expedited. As per the refund policy the deductions and fees that were applied into your account was for the services and materials that was rendered. The impression kit is non refundable/returnable due to hygienic purposes. Our impression specialist are available to guide you in doing the impression however it would always be our Dental Team who has the final say to your dental impression to ensure that you will have a well fitted aligners. Please feel free to send as an email as we are more than happy to assist you with your concern.

Apr. 14th, 2022

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Eddmuhammad

This is a reply to NewSmile's response on 1/5/2022. My first post was in 12/31/2022. Since I posted in here, NewSmile issued a refund minus $200 for fees and penalties. I'm happy that I got some of my money back but I am not satisfied with the refund amount nor am I pleased in anyway about my overall experience with NewSmile. First they inflate these fees when you ask for a refund. Their Impression kit is on sale and has been for quite some time for $49, which includes your treatment preview. When asking for a refund they now want to charge me $200 to pay for the Impression kit and preview. This is not a fair business practice. Originally, I was willing to pay the $49 for the Impression kit, since it was used. However, NewSmile wants to overcharge and add fees when requesting a refund because I am not a good candidate for their aligners. I discussed what areas I wanted to see improvement in and they assured me that I was a good candidate until I got my preview and clearly I wasn't, there was no change in those areas. Then they wanted me to get IPR (my teeth shaved) saying this would give me the results I was seeking for some of the areas. Understand, all of this was relayed through customer service as you are not allowed to know the name of the dentist or orthodontist that created or prescribed your treatment. Understand that the FDA requires a prescription for aligners meaning a licensed dentist or orthodontist has to design and prescribed the treatment before you even accept it. If NewSmile truly works with licensed dentist and orthodontist, then the name of that person responsible for your treatment and for suggesting IPR should not be a secret. Also, I don't think NewSmile is FDA approved. I was able to find their Healthy Canada approval but not FDA approval. I repeatedly asked for their FDA registration number or their FEI number to locate their file with the FDA but they never gave me that information. If they are not FDA approved then they are not approved to operate as a US company, as aligners are a class 2 medical device. Also, their information on their website is false if they are not FDA approved. I was able to find other aligner companies approved by the FDA but not NewSmile. I even looked for variations of their name, just to be sure. So now, I need to determine how to proceed. I believe NewSmile owes me all of my money back, including the interest I had to pay on the financing. I don't know if the putty in the kit is approved for the purpose they're using it for because again,, can't find any GDA approval to ensure that this company is using appropriate products for this industry. I would have never dealt with them if I had known how unethical they are appearing to be. I definitely should have done more research but I believed that they were being honest and I didn't imagine that I was being lied to. It's a shame that during these difficult times, that we as consumers have to be so hypervigelant in protecting ourselves from fraudulent companies. For those of you lucky enough to be happy with NewSmile and get your expected outcome, you dodged a bullet. For those of you who feel betrayed and taken advantage of, you are not alone. I only hope my costly experience may save someone else from making the same mistake I did. On a positive note, I went with a different company that is FDA approved and I was able to verify it. Also, I have documentation to prove what I've written here.

3 years ago Edited January 12, 2022

Reply from NewSmile

Hi Edd, we see you ask for a refund which was provided, and since you decided to not continue with clear aligners, there was no treatment provided so that is the reason why you won't be able to continue to speak with a dentist. As discussed with you before, if you want to proceed with doing the aligners we can provide you with the dentist for a virtual consultation. We have explained as well that you purchased the Monthly Plan and not the kit only, and you have agreed to this upon checking out. We also sent you all the details and links that you have asked for in regards to your case.

Jan. 12th, 2022

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sab's notes Toronto, ON

I paid for my treatment in November 2019. I got my treatment in November 2020. Then I did not get the result as projected in the treatment plan. They asked me to pay extra $400 instead of providing me the treatment until I got the result that I wanted. I made payment of $400 for refinement aligners immediately back in May 2021 so that I could get this done asap. They promised to send me new aligners in June 2021. Now it is the second week of July 2021, I still have not received anything from them. You see it is such as a waste of money and time. Customer service was nice in the early process. After that, customer service could not solve customers’ problems in a timely manner when they received money from customers. If you cannot deliver, do not promise.

4 years ago

Reply from NewSmile

Thanks for your comment and we're sorry to hear that we were unable to provide your refinement aligners in the desired time. As it turns out, part of the delay was due to the limited information we had. We saw that you had originally from Smilelove, and we had limited information to assist with your case. We try hard to give a good experience, and please let us know if there's anything else we can help with going forward.

Oct. 19th, 2021

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oubah youssouf Listowel, ON

Before I purchased the impressions I was told there should not be an issue with my permanent retainer and during the one on one I asked again and she said there shouldn’t be an issue when I took the first impression my retainer broke off then when I asked if my teeth should move by the time I receive my trays what would happen I was advised that I will have to repurchase I asked to speak to a dentist and I was advised via email a dentist will contact me and to provide the best time I can be reached at when I provided the times I never got a response and then I sent a follow up email and no answer I am beyond frustrated this is ridiculous I wasted my money and my time i am unhappy withthe experience

4 years ago Edited September 14, 2021

Reply from NewSmile

Hi Oubah! We are sorry with what happened. Yes, permanent retainer should be removed first before taking the impressions, this way we can get the perfect mold of your teeth. We tried reaching out to you via phone call and email. We will try calling you again by tomorrow on the time that you provided and we are hoping that this will be sorted out. Take care for now!

Apr. 28th, 2021

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Marianne Sherbrooke, QC

The delay between each step has been extremely long and my case, which was a little bit more complicated than other normal cases, has been handled by multiple employees, which did not communicate well together. I had to repeat myself a lot, which made the process even longer. I made my initial payment in June 2020 and still haven’t received feedback on the photos I sent. I asked for a refund which was refused due to the policy. The last employee I have been in contact with was a lot more helpful and things have been a lot more efficient since she is the only one im charge of my case. If I knew this was going to be this long, I would have paid more and I would have gone with an orthodontist for invisalign.

4 years ago

Reply from NewSmile

This is not the experience we want you to have as a valued customer. We sincerely apologize for all the delay. It might be a result of our promos and sale so shipping pickup and deliveries were delayed, and sometimes lost. We are sorry for the deliveries, and it was an unprecedented and unique 2020 year with many challenges. We are already checking on this matter and rest assured that it will be a better experience moving forward. Please let us know if there’s anything else we can help with.

Jan. 18th, 2021

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Verified Customer

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Roberta Hall

I have paid for these liners since Dec 2020 and every couple of weeks I get a new email saying the aligners are 4-5 weeks away. I am VERY unstatisfied!!

4 years ago

Reply from NewSmile

Hello Roberta. We are sorry for the delays and miscommunication. Your aligners are almost done and we are just waiting for them to be shipped out. We will keep you posted once they're ready. Please send us an email at team@newsmilelife.ca if you have any questions or clarifications!

Jun. 8th, 2021

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martin billington Liverpool, LIV

Just be aware that if you do your impressions and then aren't happy with the electronic preview so want to cancel it will cost you over £200 even if you don't go ahead, it will also take 90 days at least to get any money back. I paid £1095, did the impressions and received the preview, wasn't happy with it so never went ahead with the treatment, now I'm only offered a refund of £880

2 years ago

Reply from NewSmile

Hello Martin. We are so sorry to hear about your experience. Upon checking, our team has reached out to you regarding this they explained that the deduction is for the Impression kit and the treatment preview which is also stated on our Refund Policy upon checkout. We highly recommend that prior to purchasing for all customers to check the terms and agreement as this is important. Let me know if you have any questions.

Mar. 7th, 2023

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C Lud Queens, NY

This company should be investigated 100% ...they care for a few months, then you can go f yourself if things get screwy even if you've done everything with wearing aligners right for 2x the time they prescribed and waited many days for a response to your fit update. And then talk fown to you to do everything right as if youre not. They don't really care. They will scam you with a smile. Pay another company a cpl hundred more. Avoid these ppl.

3 years ago

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Scout Las Vegas, NV

I decided after the first impressions were rejected that i didn’t want to carry on with new smile. They were very difficult to get hold of, ignoring calls and not returning emails. Eventually I managed to talk to someone and started a refund but nothing has happened and nobody is responding to my inquiries. I am therefore out of over $1400 and i have nothing to show for it. I feel its a scam.

3 years ago

Reply from NewSmile

Hi Scout, apologies for the experience you had. I can't find any previous email, or communication under your name would you be able to reach out to us via email with your order number or name under the account so we can look further into this as we would want to assist you. Let me know if I can help with anything else.

Aug. 15th, 2022

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Don't do it Niverville, MB

My experience started with having to wait 3 weeks for an appointment, and then getting no showed twice. New smile refunded me $50 for the inconvenience and rescheduled my appointment(worked out to about $8 per hour of my time spent dealing with this) I then discovered I require larger trays. I am currently waiting for them to ship so I can start the process again. These excessive wait times are ridiculous and I wish I never gave them my money.

4 years ago

Reply from NewSmile

We’re sorry for providing the wrong tray, and apologize that there may be slower shipping times with Canada Post and other couriers. We look forward to getting your aligners to you and helping you get a new smile once we receive your impressions back.

Jan. 29th, 2021

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Latoya Foster

Run!!! Don’t walk… Run!!! They are truly horrible and their customer service sucks! Especially Alfa! I started with them in March… it’s almost June and I still haven’t received my Aligners! It’s over 35 emails of back and forth communication with no resolution! I just want my money back for a product I haven’t received!

1 year ago

Reply from NewSmile

Thank you for sharing your experience with us, Latoya. We sincerely apologize for any confusion and inconvenience you encountered during the process. Your feedback is valuable to us, and we take it seriously. Rest assured, we are working to resolve the shipping concern to ensure a smoother experience for all our customers. Please email us directly at reviews@newsmilelife.com should you need further information. We appreciate your understanding and patience.

Jun. 5th, 2024

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Stephanie Chartrand Rocky Mountain House, AB

Terrible customer service, lied to me about my impressions after I reached out to them looking for an update because I hadn’t heard anything back from them. Wanted me to buy more impression kits even tho I followed their instructions perfectly and mixed the products exactly as per the instructions. I even used a timer to make sure.

1 year ago

Reply from NewSmile

We are sorry to hear about your negative experience with our customer service, Stephanie. Ensuring precise impressions is critical to creating a safe and effective treatment plan that meets your needs. Please email us at reviews@newsmilelife.com for further assistance with your concerns.

Feb. 20th, 2024

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Marleysmom Flora, IL

They did absolutely nothing for me. Then put the blame on me for not sending photos in every two weeks! Customer service is very nice at first, then they act like you're trying to steal from them when you complain about no changes, when all I wanted were results, and I got none! And now I'm out 1400+ Ugh! BEWARE!!

2 years ago

Reply from NewSmile

Hello there. We are so sad to hear about this. This is not the experience we want you to have. We would like to check on what happened. Please send us your order number at team@newsmilelife.com so we can investigate further.

Jun. 26th, 2023

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CHRISTINA DAVIS-WELLS

Poor customer service. Long drawn out process to be provided a full refund. And even then, they did not give me a full refund. Provided usable impressions were nearly impossible, and required repeat need to do in impression mold - at your expense. I would not use them ever again.

2 years ago

Reply from NewSmile

Hello Christina. I am so sad to hear about this. This is not the experience we would like you to have. Upon checking, your case is already being handled by our retention team. We have been trying to reach out to you. Please let us know if you were not able to receive our calls and email. Kindly send us an email at team@newsmilelife.com and we will get back to you as soon as we can.

Aug. 3rd, 2023

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Melissa J Probst Phoenix, AZ

I had a horrible experience. Months of "reviewing my plan" and nothing. No aligners. No plan on treatment. Asked them to cancel and they reply with a auto msg about their return policy. I have nothing to return. I did not get anything. I paid in full already and am trying to get a refund.

2 years ago

Reply from NewSmile

Hello Melissa. This is not the experience we would like you to have. Upon checking, your case has been assigned and is being handled by our Refund Department. They will get back to you as soon as they can.

May. 16th, 2023

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Lisa W (Lika Lika) Vista, CA

It has been 4 months and 2 impression kits later and they still want me to get a 3rd impression kit. They will not refund me anything and I'm a DA who definitely knows how to take impressions. I should have listened to the other reviews. DO NOT buy from this scam company!

2 years ago

Reply from NewSmile

Hello Lisa. We are so sorry to hear about your experience. Upon checking, our team has reached out to you regarding this. We will keep you updated via email. Please reach out us if you have any questions.

Dec. 29th, 2022

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Carlos Rodriguez St Louis, MO

Expect to pay ridiculous amounts for cancellation fees and every other fee in between from this company if you decide it wouldn’t work for you. A real predatory behavior from these people.

2 years ago

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S. H.

Completely scammed and regret my $1800 non-refundable purchase! Stay away. So many complaints about this company I should have done my research before purchasing.

2 weeks ago

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Jayden

We have not received our product yet we ordered it back in January

4 years ago

Reply from NewSmile

Hi Jayden! We are sorry for the delays. We would love to check the status of your order. Please contact us at team@newsmilelife.ca and we will follow up your order!

May. 21st, 2021

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Jan Gray Dartmouth, NS

They sent an outdated return package label

4 years ago Edited September 14, 2021

Reply from NewSmile

Hi Jan! This has been sorted out, we appreciate your patience. Please let us know if you need anything else.

Apr. 2nd, 2021