Support and Assistance | Specialty Appliances

Where do I find instructions for use for my appliance?

Instructions for Use (IFUs) and bonding guides are available for the following products: Indirect Bonding BracketsFixed Lingual RetainersPrinted Bands and CrownsOnBRACEiFinisher IFUs are typically included in the package with your appliance and provide important information about intended use, handling, and care.

How do I bond an indirect bonding tray?

Use the bonding guide that matches your service.

How do I deliver a Herbst appliance?

Four steps take a clinical assistant through the whole delivery appointment.

How do I review and approve a Clear Image Aligner treatment plan?

You'll get an email when your case setup is ready, or you can find it in the portal under Cases, then View Design Approval.

How do I request changes to an aligner setup?

Open the case in the portal, close the treatment review window, and click Reject.

Can I adjust an aligner setup myself?

Yes, using our Smile Studio software.

What acrylic color options are there?

Review our Acrylic Color Chart at the link below and then include it when you submit the case in SmileSync.

What are the basics I need to know for reviewing a 3DiB setup?

Two short videos cover the basics.

How do I adjust a case in the 3DiB software?

Three videos cover the working parts of 3DiB: creating digital diagnostic setups, adjusting bracket positions, and using the advanced settings.

How do I deliver a fixed lingual retainer?

Watch the delivery walkthrough below.

What should I tell patients about wearing their iFinisher?

Full time for the first two days apart from eating and brushing.

What happens after a patient finishes with their iFinisher?

See the patient two to four weeks after aligners are discontinued or braces come off, to evaluate progress and decide how much more iFinisher wear is needed.

What are the different types of indirect bonding services?

We offer two. Traditional IDB.

How do I use the Clear Image aligner viewer?

The viewer lets you see the aligner case setup.

How do I move teeth in Smile Studio?

Smile Studio is a separate download and runs on Microsoft Windows only.

How do I add or adjust attachments in Smile Studio?

Attachments are added and positioned in Smile Studio, in Edit mode.

How do I change tooth speed or translation ratio?

Both live under Advanced Tools in Smile Studio.

What interactive tools are available in Smile Studio?

Four tools help you check the setup as you work.

How do I pay my invoice?

You can pay in SmileSync, by phone, or by check.

When is my payment due?

Payment terms are Net 10 days from the date you receive your statement.

How does Specialty bill me: invoice or statement?

Both. Once a month we send a statement totalling the previous month's invoices, emailed on the first business day.

How do I set up automatic payments?

Call Customer Service at 1-800-522-4636 to enroll.

Why am I being charged for mailed statements?

Statements are sent by email at no charge.

Where can I find a copy of an invoice or statement?

You can find your billing documents in SmileSync under Billing, including invoices, paid invoices, receipts, and statements organized by year.

Do I pay for retail products differently from lab work?

Yes. Retail products are paid for when you place the order, or billed to your Retail account.

How do I open an account with Specialty?

Most practices can open an account using the form on our website.

How do I save appliance preferences so I don’t re-enter them every time?

When creating a case, go to the Appliance Details step and select New Configuration.

How do I add someone at my practice to SmileSync?

Go to User Management and select + Add User.

How do I update my practice details or shipping address?

Click your profile icon in the upper-right corner of SmileSync and select Organization Settings, then Edit Info.

How do I log in to SmileSync?

Go to the portal login page and enter your credentials.

How do I reset my SmileSync password?

From the SmileSync login page, select Forgot Password and enter the email address associated with your account.

What user roles can I assign in SmileSync?

SmileSync offers five user roles: Admin, Accounting, Practitioner, Clinical Staff, and Front Office.

What should I expect on my first case?

A few things to know before you send your first case: Standard turnaround is 10 business days or faster.

How do pricing and quotes work?

Our Sales Team is happy to provide pricing information upon request.

How do I connect my scanner to Specialty Appliances?

To send scans to us directly through your scanner’s cloud platform, rather than exporting the scan files and uploading them during case submission in SmileSync, you’ll first need to establish a connection between your practice and our lab.

What address do I ship my case to?

If you're using one of our prepaid USPS labels, just attach it and mail the package.

Can I send several cases in one box?

Yes, and we'd encourage it.

How do I get free mailing supplies?

Mailing supplies and boxes are free.

How do I submit a digital case?

Start your case. From the Home page, select Create Case in the upper-right corner.Enter the doctor and patient information.

What files can I upload with my case?

Accepted formats STL: your scan files.pdf.jpgMaximum file size 50MB What to upload At least one STL file is needed to proceed with a digital case.

How do I add special instructions to a case?

What we previously referred to as Special Instructions are now called Appliance Preferences in the new SmileSync portal.

How do I send in a stone model or impression case?

Start your case in SmileSync and select Stone Model as your model submission type.

How should I check my models before sending them?

Check your models or impressions while the patient is still in the chair.

Do I need to disinfect models before sending them?

Yes. Disinfect all models and impressions before packaging, using a hospital-grade disinfectant such as CaviCide.

How do I package impressions and models for shipping?

It depends what you're sending.

Do I still need a prescription sheet?

No separate prescription sheet is needed when submitting a case through SmileSync.

What happens if my case is missing information?

If we need additional information to process your case, we’ll contact you using the phone number or email associated with your account.

Can I change a case after I’ve submitted it?

Yes. You can make changes to a case directly in SmileSync until the case status changes to In Production.

How does Hybrid Complete treatment work?

Hybrid Complete combines fixed appliances and clear aligners in one treatment.

What am I responsible for when I submit a case?

Please keep these three things in mind when submitting a custom appliance order: Provide an accurate, current scan or physical model.

What do I need to send for a Herbst, MARA or X-Bow case?

Please provide both upper and lower arches with complete anterior and posterior anatomy clearly captured.

What do I need to send for an expansion, distalization or metals case?

Please provide complete anterior and posterior anatomy of the arch where the appliance will be placed.

What do I need to send for a Hawley retainer case?

Complete anterior and posterior anatomy of the arch the appliance will be made on.

What do I need to send for a functional appliance case?

Please provide complete anterior and posterior anatomy of both arches, as most functional appliances require articulation or include occlusal acrylic.

What do I need to send for a splint case?

Please provide complete anterior and posterior anatomy of both arches so we can properly equilibrate the appliance in the lab.

What do I need to send for an indirect bonding case?

Please provide complete anterior and posterior anatomy of each arch for which you’re requesting an indirect bonding (IDB) tray.

What do I need to send for a fixed retainer case?

For a lower fixed retainer, only the lower arch is required.

What do I need to send for a Clear Image Aligner case?

Both arches, with complete anterior and posterior anatomy, even if you're only asking for aligners on one arch.

What do I need to send for a positioner case?

Complete anterior and posterior anatomy of both arches.

What do I need to send for an invisible retainer case?

Please provide complete anterior and posterior anatomy for the arch or arches receiving a retainer.

Do EasyRx doctors need to do anything differently now that SmileSync is live?

No. If you use EasyRx to submit cases to Specialty Appliances, you can continue submitting them through EasyRx just as you do today.

What are your current turnaround times?

The turnaround calculator on our Get Started page shows the current turnaround for each appliance family.

How long will my case take?

Standard turnaround is 10 business days or faster, counted from the day we receive your complete case to the day your appliance arrives back at your office.

When does the 10 business days start counting?

Day 1 begins when we receive your complete case.

Do weekends and holidays count toward turnaround?

No. Business days are Monday through Friday, not counting holidays we're closed, so turnaround runs longer across a holiday week.

How do I tell Specialty when I need my case back?

When submitting a case in SmileSync, you’ll select a requested return date after choosing your model submission type.

Can I rush a case?

Yes. If you need your case returned in fewer than 10 business days, please indicate this when submitting your case or contact Customer Service at 1-800-522-4636.

How do I track my case?

Once your case ships, the UPS or FedEx tracking number will be available in SmileSync.

How long does turnaround take for Canadian practices?

Standard turnaround in Canada is 15 days, which includes 3 to 5 days of transit each way.

What is IR Express and what doesn’t qualify?

IR Express is a 5-day turnaround service, measured from case acceptance through delivery.

Can I return a retail product?

Yes, within 60 days of delivery, as long as the product is unused and in its original packaging.

How do I start a retail return?

Fill out our return request form.

Who pays for return shipping?

We do. Customer Service will send you a shipping label as part of processing your return.

How will I get my refund?

Refunds go back to your original payment method, or as a credit to your account.

Can I cancel a retail order before it arrives?

Yes. Call Customer Service at 1-800-522-4636 if your order hasn't been delivered yet and you want to cancel it.

What is covered if an appliance breaks or doesn’t fit?

We do not repair broken appliances or individual parts.

Can I cancel a case after I’ve submitted it?

Because every appliance is custom made, we can't cancel a case once production has begun.

What is a “No Guarantee” case?

If the records you provide could affect the fit or success of the appliance, such as an incomplete scan or unerupted molars, a Customer Service representative will contact you and explain that the case can only proceed as a No Guarantee case.

What is covered if my appliance is defective?

Appliances with a manufacturing defect may be remade at no charge within the applicable warranty period.

When will I be charged for a remake?

For fit-related issues, remake charges are based on when the claim is submitted.

How do I make a warranty claim?

To evaluate your claim, we’ll need the appliance or part returned to our lab.

I can see a problem with an appliance straight away. How long do I have to report it?

Report a visible issue within 10 days of receiving the appliance.

How do I make a warranty claim from Canada?

To submit a warranty claim from Canada, email customerservice@specialtyappliances.com to request a mailing label.

Can I get a reduced rate on an aligner refinement?

A reduced rate may be available for aligner refinements depending on the timing and circumstances of the original case.

How do I request an aligner refinement?

When submitting your case in SmileSync, select the Refinement option.

What doesn’t qualify for an aligner refinement?

The refinement policy does not apply when the patient did not follow the prescribed wear schedule, aligners were lost or broken, or the requested refinement involves a new treatment goal rather than adjustments to the original treatment plan.

What happens if I don’t approve an aligner setup?

You’ll need to review and approve the treatment setup before we begin fabricating your aligners.

What voids my warranty?

Our warranties do not cover damage or issues resulting from misuse, modifications, use with third-party products, accidents, fire, extreme temperatures, or other external causes.

Is there a warranty on retail products?

Yes. Retail products are warranted for 60 days from delivery to match their description, to be free from substantial defects in materials and workmanship, and to be of reasonable quality for the industry.

How do I report a problem with an appliance?

Call us at 1-800-522-4636.

How can we help?

Help topics

Getting Started

Submitting a Case

Shipping

Turnaround and Case Status

Appliance Instructions and Care

Warranties, Remakes and Returns

Billing and Payments

Rx Forms

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