I attempted to order a new pair of retainers after my treatment, and they waited 25 days to contact me. When they finally got around to it, they tried to send me a kit to make new molds, instead of using data from my treatment. Their website specifically states that they keep customer data on file so that new retainers can be reordered with ease. Be warned that this company is deceitful and does not communicate well with it's customers.