FAQ
General FAQs
1. What is Go Ortho?
Go Ortho is a UK-based provider of high-quality, dentist-designed orthodontic products, including custom retainers and aligners. We combine professional expertise with convenient online ordering to support confident, healthy smiles.
2. Are Go Ortho products approved by dental professionals?
Yes. All our products are developed and approved by registered dental experts, ensuring clinical quality and comfort.
3. How do I place an order?
You can order directly through our website. Order the products and share your scans with us on email, and we’ll take care of the rest.
4. Do I need a dentist prescription to use Go Ortho products?
While some products can be ordered directly, we always recommend consulting your dentist before starting any new orthodontic treatment. If your dentist provided you with a scan or prescription, you can share it with us a customised retainer or aligner.
5. Do you ship outside the UK?
Currently, we only ship within the UK and Ireland. We are working on expanding our services to other regions soon.
6. Are you part or affliliated with SmileDirectClub?
No, we are not affiliated with SmileDirectClub. Go Ortho is an independent provider that specializes in crafting retainers for former SDC customers. We do not have access to SmileDirectClub’s records and are not responsible for any past agreements, guarantees, or refunds issued by them.
7. When will I receive my order?
Orders are typically processed within 1–2 working days, not including weekends or bank holidays. Once your order ships, you'll receive a confirmation email with tracking details so you can monitor its delivery.email you a confirmation once it ships and that will include tracking information as well.
Payments and Refunds
1. What payment methods do you accept?
We accept all major debit and credit cards, PayPal, and other secure payment options available at checkout.
2. Is my payment information secure?
Absolutely. All payments are processed using encrypted, PCI-compliant systems for complete data security.
3. Can I cancel or modify my order after placing it?
Yes, you can cancel your order before it has been shipped. We will process your refund to your original method of payment within 10-15 business days. Please contact our support team as soon as possible after placing your order so we can assist you promptly.
4. Do you offer refunds?
We do offer refunds after order cancellation. However, due to the custom nature of our products, we do not offer refunds once production has started. If there’s a manufacturing issue, we’ll replace the item at no extra cost.
5. What happens if my product arrives damaged or doesn’t fit?
If your item is damaged on arrival or doesn’t fit properly, contact us within 14 days of receiving it. We’ll arrange a free adjustment or replacement based on your case.
Retainers
1. What types of retainers do you offer?
We offer removable clear retainers. It is custom-made to fit your unique smile.
2. How long should I wear my retainers?
Most people wear retainers full-time for the first few months and then transition to nighttime wear. Follow your dentist’s instructions for best results.
3. Can I reorder a replacement retainer?
Yes. If we have your scan or mold on file, you can easily reorder without needing a new impression.
4. How do I clean and care for my retainers?
Avoid using hot water, as it can warp the material. Consider a retainer-cleaning solution for deeper cleaning. Visit our website to order.
5. What if my retainer no longer fits?
This could mean your teeth have shifted. Contact us or your dentist as soon as possible to assess whether a new retainer or further treatment is needed.
Aligners
1. What are Go Ortho aligners made from?
Our aligners are made from BPA-free, medical-grade thermoplastic material that is clear, durable, and comfortable for everyday wear.
2. How does the aligner treatment work?
Aligners gradually move your teeth into alignment through a series of custom-made trays, worn in sequence. Each set is typically worn for 1–2 weeks.
3. How long will my treatment take?
Treatment time varies depending on your specific case. Minor corrections can take a few months, while more complex adjustments may take longer. You'll receive a projected timeline after your case is reviewed.
4. Do I need to visit you during treatment?
No, there’s no need to visit a clinic in person. Our process is fully remote, you can consult with our dentist online and place your order anytime, 24/7. Your aligners will be custom-made based on your latest scan and delivered straight to your preferred address.
5. What happens if I lose an aligner?
Contact us immediately. Depending on your stage in the treatment, we may advise you to wear your previous or next set while a replacement is made.