FAQ

How do I place an order?

Online - Via our Website, in-your dental practice or click on the dental practice website smilecaredirect.com button or banner

Is Online Ordering Secure?

All online orders via NAB 3D secure and PayPal payments are made securely with appropriate third party SSL certificates and secure affiliate gateway integrations. We use Authorize.net to authenticate every transaction.

What are my Shipping Options?

It's FREE over $99! we do not charge for postage and handling if you purchase over $99 in any one shipment. Otherwise we charge just what it costs us. All items are tracked and you’ll be notified about it’s progress.

What are my Payment Options?

We accept MasterCard, Visa and PayPal via the website.

How long will it take to receive my order?

Most orders are dispatched within 1-3 business days in metro areas. In some circumstances shipping may be delayed. Customers will be notified in due course if situation arises. We source our oral care products fresh from our suppliers, therefore, we ask for a total of 14 days for delivery from the day you place your order.

When will my order be shipped?

Orders will be normally packaged and dispatched within 24-48hrs when placed on a business day. You will receive an email confirming when your order has been shipped. 

How do I know if my order has shipped?

All orders placed through our website will receive a Shipping or PayPal Confirmation and additional Confirmation from SmileCareDirect outlining the dispatch of your order to our delivery team. The email address provided at checkout is used for all order correspondance.

Can I track my order?

Yes, all orders are trackable and you’ll be notified about your packages progress for our Shipping team

What happens if I don't get my order when I expected to receive it?

If your parcel has not arrived within the estimated time frame it is possible there has been a delay with Australia Post having the ability to deliver it. For this reason, allow a few more days for delivery.

If your parcel still has not arrived after another few days contact your local post office to check whether they are holding your parcel. Simply provide them with your full name (the name supplied for the order) and let them know that you have been waiting on a parcel that has not arrived and if they will determine whether the parcel is being held for collection.

For additional information please refer to our Lost Parcels Policy in our Terms and Conditions.

How long does it take for my order to arrive?


Delivery times are reliant upon normal Australia Post delivery hours. It is important to note that orders can only be dispatched from Monday to Friday. Normally, a delivery time of 2-4 working days will be expected. There are some times during the year that delivery could be delayed due to holidays. We use Australia Post to deliver parcels. You are able to request for your parcel to be left at a specific location if you are not at home to receive it and they will leave the parcel in the specified location. In these circumstances, we can take no responsibility for parcels that go missing. If a signature is required, and you are not at home, a card will be left so you can pick your parcel up from your closest Post Office. Sometimes cards are accidentally discarded, so if you believe your parcel should have arrived, check with your local Post Office first.

What happens when a product is out of stock?

Smile Care Direct attempts to ensure all products are always in stock. On the rare occasion or in the circumstance of excessive product demand we may run low or out of stock for a particular item. If this has occurred once an order has been placed the customer will be notified immediately. In the event of supplier issues and backorder problems, again, the customer will be notified directly.

What if I have a problem with my order?

Smile Care Direct prides itself on ensuring the quality of all products from the time they are packed to delivery. If you have a problem with your order please Contact Us immediately. Our team will respond to you as soon as possible. Ensure you keep the original contents, packaging and tax invoice.

What is your Refund Policy?

Due to the unique nature of our products teeth results vary greatly from person to person and are dependent upon a number of factors. Therefore, generally speaking, we are not able to refund purchases unless the product is defective. Refer to our 'Returns Policy' in our Terms and Conditions for more information

What about products that are not on your website?

We have researched a large number of oral hygiene products, and have used our experience in stocking the best products to you on this website. However, if you have been recommended a particular product let us know via the contact us page and we’ll try to source the item for you. For legal reasons, we must limit our advice on personal circumstances, but can guide you to where you need to find the information you’re after. In general we can supply you with product information as supplied by the manufacturer.

Order Packaging


All orders are individually hand packaged to ensure the safe transportation of your products.  Where possible we use recycled or biodegradable packaging to be kind to the environment.  When available, we will also enclose additional product information and samples to try.

Tax Invoice

SmileCareDirect is a registered Australian business. 

Shop with Confidence



We take Internet security very seriously and have taken every possible measure to provide absolute security, privacy and peace of mind for your dealings with us. 

How do I create an account?

Simply click on the Login icon on the top right hand side of the screen. Then select the "Create an account" button under the login menu. We will then ask for a few details and to create a password. Once complete click on the Register button.

Forgotten Password

If you have forgotten your password, simply click on the "Forgot Your Password" button under the Login button at the Login page and follow the prompts to reset your password.

How to Order

Simply search for the product you are looking for by searching for a word in the search menu, or by selecting the category relating to your item. Once you see the product you would like to purchase, click "Add to cart". Once all of your products have been selected, click on the checkout icon in the top right corner of the screen, review your order, then click "Continue to Checkout". A notification will pop up asking to you confirm, then you're ready to proceed. If you already have a login, it will ask you to log in, if not it will ask you to continue as a guest. Once you have entered your billing and delivery details, your payment is ready to be processed. 

How to Pay

We currently accept PayPal,Visa and MasterCard - we will be adding additional payment methods in the very near future!