What sets us apart?

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Shipping FAQs

  • Where do you ship to?

    We ship to pretty much everywhere except USA, Spain, Pakistan, India and Phillipines.

    Check the drop down above to see if you see your country and if you don’t make sure to vote with your email below so we can inform you.

  • Where do you ship from?

    The impression kit and aligners are shipping from Europe.

  • How much is shipping?

    Shipping is free!

  • How does shipping work?

    The SmileBox™ (impression kit) is shipped within days of ordering it and as soon as it leaves our distribution centre you’ll receive a tracking number; it then takes 5 to 21 business days to reach you anywhere in the world; signature is required on delivery.

    To return your impressions to the lab you’ll be given a prepaid DHL printed label and envelope so that you can choose to have a courier pick up your parcel at home or at work or drop it off at your nearest pick up point.

    All other parcels will be delivered to you via DHL, and you can update the address if you are on the move or between home and work.

    The whole Straight Teeth Direct™ experience has been designed to make you smile and save time 🙂

  • Do you offer express delivery?

    The returning of your impressions and your aligners deliveries are all operated with DHL express worldwide services already 🙂

    If you want your SmileBox™ (impression kit) to also be delivered with DHL express, make sure to inform us via your account or email straight after placing your order so we can arrange that for you. This will come at an extra cost of 20€ for EU countries or 40€ for countries outside the EU to cover the DHL cost.

  • How long does it take to receive my SmileBox™?

    Your SmileBox™ will be individually prepared and contain your prepaid printed return label. It will be ready to ship within days of placing your order (can take up to 5 business days, the average is 2 business days).

    For the free shipping this first parcel is delivered using recorded post, so it can take between 5 to 21 business days to reach you depending on your specific address and customs processing.

    All other deliveries will be operated by DHL so will be much faster.

  • What if I haven’t received my SmileBox™ after 2 weeks?

    Make sure to check your tracking number and link provided on the day the parcel was shipped. Sometimes the local post office doesn’t update all the moves  or doesn’t leave a delivery notice (which isn’t something we can control unfortunately), so make sure to visit your local nearest post office to check if your parcel is not already waiting for you there. Simply go with your tracking number to retrieve it.

    If you don’t pick up your parcel from the post office it’ll be automatically sent back to us and we may charge you for redelivery.

  • How do I return my impressions?

    You’ll find a prepaid printed label and envelope in your SmileBox™ with instructions on how to contact DHL for them to pick this up from you or where you can find your nearest drop off point.

    The DHL website can be confusing so if you’re having a hard time just reach out via email or through your account where all your conversations are saved so we can guide you.

    [please note: the website live chat is mainly used to help new visitors find their way and get started; to get fast and accurate answers please contact us through your account where all your conversations are saved, or via email].

  • What about import duties if I’m not in the EU?

    For that you can check what the local rate is depending where you’re based but generally users don’t have any issues getting their parcels. As an indicator the custom value for your parcels will be under 50€ each so the duty won’t be high if any.

    We have shipped to 34 countries globally so far with no reported issues 🙂

  • Can I change my address part way through the treatment?

    Absolutely! This solution is ideal for digital nomads or people on the move and cannot commit to monthly appointments with a local clinic. We ship to multiple locations at no extra cost so you can start your treatment in one country and receive the next batch of aligners in another.

    Simply notify your smile coordinator in advance through your account so we can update your address and inform the lab; if in the same country you’ll be able to edit the address through your profile but it’s always a good idea to inform us too.