FAQs Cases/Pricing

What do I choose if I plan to treat a patient in braces and start or end with aligner therapy?

Order a Standard case, then order additional services as needed a la carte.

Can I order a therapeutic model as an a la carte item? For example, to take advantage of the unbonded therapeutic model’s smile linkage; then proceed with aligner therapy.

The SureSmile system does not allow you to submit the first therapeutic model order until a case is chosen. Subsequent therapeutic models are available a la carte.

Some of my patient records are for storage or diagnostic purposes only. Do I choose a case for these cases?

No. If you plan to simply order a diagnostic model (and you do NOT plan to order a therapeutic model or a setup) you do NOT need to choose a case. You will be charged on an a la carte basis for any of these products.

Tip: To make sure no case is associated with a patient, go to the Patient Profile page for that patient. Under Select case, under Cases selected, (none) should be  listed. If a case is listed, click the Select case button and change the case to (none).

If my patient has a Standard case and I order an Update Model with a tooth update, will I be charged for the additional setup required?

Yes, a fee will be charged for each additional setup.

Oops, I ordered the wrong case. Now what do I do?

If you have not ordered a therapeutic model, you may change the case at any time. To find this feature, go to the Patient Overview and click the Edit button.

If you have already ordered a therapeutic model, contact Customer Care.

If I cancel a product or case, will I receive a refund?

Refunds depend on what was ordered and whether or not the cancelled case or product has been processed by the Digital Lab or manufacturing. Please contact Customer Care and provide the patient ID for more information.

If I order a pre-surgical setup, is this considered an a la carte setup?

Yes, you will be charged for an a la carte setup. If you anticipate creating two or more setups for a surgical case, we recommend you chose the Extended case which includes up to five therapeutic models and up to five setups for a single extended bundle surcharge. This option is more economical that paying  an a la carte fee for each additional therapeutic model or setup.  

Which case do I choose for lingual treatment?

Choose the Standard case for lingual treatment. If you need two or more therapeutic models, or two or more setups (e.g., if you plan to continue with aligner therapy after debonding) we recommend selecting the Extended case as this is more economical than purchasing subsequent models or setups a la carte.

I don’t see unlimited update models for the Aligner case. Why not?

To produce update models, we rely on bracket data. Without the need to update bracket positions, there is limited value for this scan case. If a tooth is restored or erupts during aligner therapy, please order a new therapeutic model. This enables the Digital Lab to accurately represent the patient’s anatomy and tooth positions. Remember, a new setup will be required.

Oops, I ordered the wrong case. Can you fix it for me on the back-end?

Unfortunately, we can no longer fix these issues without your help, since we have made some system changes to accommodate case-based and a la carte pricing. The Digital Lab technicians cannot move data between different products without inadvertently causing you to be billed incorrectly. Instead, the Digital Lab technicians will reject the order but provide you instructions about what to do to place the appropriate order and keep your billing correct.

I ordered a diagnostic/therapeutic/final model based on an OraScan, but I meant to order one of these other cases. What do I do?

The Digital Lab will reject the order to allow you to correct the problem. You will be instructed to cancel the rejected order and re-submit using the correct case type. You do NOT need to include new patient data. Instead, scan a piece of white paper to capture several blank frames into each segment and submit. On the back-end, the Digital Lab will move the data stored in your rejected order into your new order.