What happens if my case is missing information?

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.