Frequently Asked Questions

Our Products

Teeth Whitening Kit

How do I use this product?

Simply squeeze the whitening gel onto the mouthpiece, plug the device into your phone’s charging port, and slide the tray into your mouth. You can use the Pearlii App for added support (free), as well as to monitor your 12-minute whitening sessions. Your whitening treatment is completed after 6 consecutive days.

How long should I wait between whitening treatments?

Your whitening treatment will take just 6 days, and depending on lifestyle and dietary factors will last up to 3 months. You can order whitening gel refills whenever you like from the Pearlii website or app. For best results, we recommend using the Pearlii App to support your whitening journey and determine the perfect plan for you.

Why doesn't my kit light up when I plug it into my Android phone ?

Our kits contain multiple plug styles, to connect any smartphone on the market. When plugging your kit in, we suggest turning on the On The Go (OTG) settings in your phone menu, this should solve the kit not lighting up problem. If you are still having this problem, please contact us at support@pearlii.com.

Can this product be used with veneers, caps, implants, bridges or bonded teeth?

Pearlii's Home Teeth Whitening Kits are made strictly in line with ADA safety standards, but our products are made only for natural teeth. They do not work on veneers, caps, implants, bridges or bonded teeth because the materials used to make these do not react to the whitening formula.

How do I safely store my whitening kit?

Give your whitening tray a good rinse after use and pack it away clean and dry. Your gel refills need cool storage, so if it's a scorching summer it's best to let them chill in the fridge.

Is Pearlii's Home Teeth Whitening Kit breastfeeding friendly?

While we are confident that our products will be fine - you spit out the whitening gel after each use, so very little, if any, is swallowed - we generally err on the side of caution with respect to pregnancy and breastfeeding.

Our recommendation would be to wait until you're post-breastfeeding just to be extra, extra safe.

Gel Refills

Is the gel gluten free?

Each of the ingredients within the gel are gluten free.

What does the gel taste like?

The whitening gel tastes like toothpaste; most people find it refreshing and minty! The gel starts bubbling after a few minutes so don't be alarmed, it just means it's working!

What ingredients are in the gel?

Hydrogen Peroxide (6%), Propylene Glycol, Glycerol, Deionized Water, Carbomer, Carboxymethylcellulose Sodium, Polyvinylpyrrolidone, Menthol, Triethanolamine.

All Pearlii Whitening Gel ingredients are vegan and cruelty-free.

How long will the gel refills last for me?

Your whitening treatment will take just 6 days, and depending on lifestyle and dietary factors will last up to 3 months.

Pearlii App

General

How long do I have to wait for my check-up results?

Pearlii results are instant.

After taking 5 dental photos in front of a mirror (e.g. in the bathroom) with your smartphone camera. Our cutting-edge machine learning algorithm will scan your dental photos for common dental problems and generate your result in just seconds.

How does it work?

  1. We encourage you to brush your teeth before starting.
  2. You will be asked to take 5 photos of your teeth (from different angles) using your smartphone’s main camera. We need the flash for clear pictures so you won’t be able to use your selfie camera.
  3. Don’t worry, we have easy-to-follow instructions (and a quick demo) to help you get the perfect shot of your pearlii whites.
  4. Our machine learning algorithm will scan your dental photos and generate a result along with advice tailored to your results.

Do I need any special equipment for check-up?

No. All you need is a mirror and your smartphone.
We encourage you to brush your teeth before the check-up.

How much does a Pearlii dental check-up cost?

Zip. Zero. Zilch.

Pearlii dental check-up is free!

I am using the Pearlii app, does that mean I don't have to go to the dentist anymore?

No.
Pearlii does not replace a dentist. Dentists will always be the gold standard. If you have dental pain or discomfort, we urge you to visit a dental practice as soon as possible.
Having said that, we understand that a busy schedule, budget constraints and poor geographical access are some of the things that keep people from going to the dentist. We made Pearlii to help people during the times they can't get to the dentist.

Note: Pearlii is NOT a diagnostic tool, it is a screening and educational tool.

How does this improve my oral health?

With regular preventative care, potential issues can be identified earlier and treated before they become a serious problem. Pearlii's AI check-ups makes it quicker, easier and cheaper to detect potential issues and act early against oral health risks.

Our Technology

So... What is Artificial Intelligence?

Put simply, machine learning is a type of AI, where we feed the machine data to help it improve itself. Machine learning trains an algorithm so it can learn how to make decisions.

What research are you doing to improve and test your technology?

Pearlii has multiple dentists onboard to test and improve our technology. We are also in the process of conducting academic research (e.g. validity and reliability studies) to better understand our technology's capabilities and limitations against a standard, in-person clinical assessment with and without x-ray. We plan to adopt an open-source approach to our research and to publish findings in peer-reviewed academic journals

Security

Is my data safe and secure?

Pearlii takes all of the necessary precautions to ensure your data is safe and securely stored in the cloud. We follow strict internal policies to ensure operational security, while our systems are designed to minimise all processing of your personal data. Furthermore, all data that we use for machine learning training purposes is anonymised and transferred through encrypted networks.

What happens to my photos?

Photos are encrypted and stored in the cloud. For extra security all images are deidentified and stored separately.

General

Subscriptions

How do I start a subscription?

  1. Navigate to the Pearlii Shop page.
  2. Click the bundle you wish to subscribe to.
  3. Under ‘Plan Options’, select the ‘subscribe’ option.
  4. Choose your preferred delivery frequency.
  5. Add to cart and proceed to the check out.

Can I cancel or pause my subscription?

Yes. You can cancel or pause your subscription anytime by logging in to your account, and selecting ‘Pause Subscription’ or ‘Cancel Subscription’. You can also contact our Customer Care Team atsupport@pearlii.com anytime.

How much do I save by subscribing?

By subscribing, you will receive a 10% discount, and free shipping, on every order.

What’s the difference between a subscription and one-time purchase?

Subscription purchase:

A subscription is perfect if you’re looking to start a habit that supports you improving your oral health goals. If you live a busy lifestyle, or just want the comfort of knowing your oral care products will be replaced when needed (dentists recommend replacing your toothbrush every 3 months), subscriptions are perfect for you.

We’ll ship your products to your door at the frequency you choose (for most people, we recommend a frequency of 3 months). By subscribing to Pearlii, you’ll also receive a 10% discount, and free shipping on every order.

We offer flexible management of your subscriptions. If you need to make any changes at any point, you can customise your settings by heading to your account page.

One-time purchase:

If you want to try our products before signing up to a subscription, all of our products are available as a one-time purchase.

How do I create an account?

Setting up an account after you subscribe

Once you have placed an order for a subscription, we will send you an order confirmation email.

You will then be sent a second email shortly after, with a link to let you manage your subscription. When you click this link which takes you to your subscription management page, you will need to click the icon which takes you to the login page. From here, you can create your new account.

We will then send you a confirmation email to your provided email address. From this email, confirm you wish to activate your account.

You can then log in to your account anytime to manage your subscription.

Setting up an account before you subscribe

You may also set up an account prior to making a purchase, by clicking the icon which takes you to the login page. From here, you can create a new account.

Can I subscribe without creating an account?

Yes, you can subscribe and manage your subscription without creating an account.

Once you have placed your order for a subscription, you will be sent an order confirmation email.

You will then be sent a second email shortly after, with a link to let you manage your subscription. You can refer to this link anytime to manage your subscription, if you do not wish to create an account.

How do I skip an upcoming delivery?

  1. Navigate to ‘My Account’.
  2. Click ‘Manage Subscription’.
  3. Click ‘See More Details’ next to your subscription.
  4. Click ‘Skip Order’.
  5. Click the ‘Skip Order’ button to confirm.

We will email you 3 days before your next order is due to be sent, in case you need to skip your upcoming order, or make any other changes.

How do I pause and resume my subscription?

  1. Navigate to ‘My Account’.
  2. Click ‘Manage Subscription’.
  3. Click ‘See More Details’ for the relevant subscription.
  4. Click ‘Pause Subscription’.
  5. Click ‘Confirm’ to pause your subscription.
  6. Once your subscription is paused, click ‘Resume Subscription’ to resume.

How do I change the delivery date of an upcoming order?

  1. Navigate to ‘My Account’.
  2. Click ‘Manage Subscription’.
  3. Click ‘See More Details’ for the relevant subscription.
  4. Click ‘Reschedule’ and choose your preferred date for delivery.
  5. Click ‘Update’ to confirm.

How do I change my delivery frequency?

  1. Navigate to ‘My Account’.
  2. Click ‘Manage Subscription’.
  3. In the ‘Order Frequency’ menu, select ‘Edit Frequency’.
  4. In the drop down menu, select your new preferred frequency.
  5. Click ‘Update’ to save your new frequency setting.

How do I add products to my next delivery?

  1. Navigate to ‘My Account’.
  2. Click ‘Manage Subscription’.
  3. Click ‘See More Details’ for the relevant subscription.
  4. Scroll down to see other Pearlii products available to add to your next order. When you select a product, you can then choose if you would like the product added as a one time purchase only, or if you would like the product to be added to all future subscription orders.
  5. Click ‘Confirm Add Product’ to confirm.

How do I update my shipping address?

  1. Navigate to ‘My Account’.
  2. Click ‘Manage Subscription’.
  3. Click ‘See More Details’ for the relevant subscription.
  4. Click ‘Edit’ next to ‘Product Shipping Info’.
  5. Fill out your new shipping address details, and click ‘Save’ to update.
Shipping & Returns

What are Pearlii's delivery options?

We offer two different methods of shipping - regular & express delivery. Once orders are placed, they are not able to be edited, added to or cancelled.

If you place your order over a weekend or on a public holiday it will be processed and sent out over the following business days (Monday - Fridays).

Extra note: Shipping times are a guideline and subject to change. You may experience slightly longer delivery times during peak periods, due to wild weather, or due to other postal service delivery issues that are unforeseen or unavoidable events beyond Pearlii's reasonable control. Online orders are processed and shipped from Sydney, NSW and so we follow any NSW Public Holidays.

When will my order be dispatched?

We endeavour to process and dispatch all online orders within 1-3 business days from the order being placed, unless otherwise stated. Following dispatch, you will be notified via email with a tracking number.

Can I track my Parcel?

Yes!

You will receive an email with your tracking information once your order has been processed.

Can I make changes to my order?

To ensure a quick delivery, a Pearlii order is immediately sent to be dispatched. We are therefore unable to make any changes, additions or amendments to orders.

If your order has already been processed and you wish to return an item please contact our Customer Care team on HERE if you have any questions.

Does Pearlii ship Internationally?

Yes, Pearlii ships worldwide.

I accidentally ordered the wrong item…what do I do?

At Pearlii, we are committed to achieving the highest level of customer satisfaction. We hope that you love our products as much as we do. We understand, however, at times a return or refund is necessary due to human error or otherwise. If you are not 100% satisfied with your purchase from Pearlii, please email support@pearlii.com within 30 days of receipt of your order so that we can help in a timely manner.

Can I return my Mosobrush for a refund?

We only accept returned items that are lightly used. Unfortunately, we are unable to refund shipping charges as return shipping is at the customer's expense. Our Pearlii Mosobrush and Biofloss Easy Picks are not eligible for return due to hygiene reasons. Please do not attempt to send back your Pearlii order without contacting us first.

Our Impact

What does Pearlii stand for?

Our mission is to improve oral health around the globe. Oral diseases are largely preventable and can be easily treated in their early stages. However, billions of people have no or very limited access to dental care or basic health education.

We've developed world-first AI technology that provides free, fast dental check-ups, along with free oral health education tailored to individual results.

Furthermore, Pearlii is giving back 50% of its profits to provide free dental surgery for people who can't afford or access a dentist.

Contact Us

Need to get in touch with us?

Reach us by sending us an email at support@pearlii.com.

Couldn't find the answer to your question?

Let us know and we'll get back to you as quickly as possible!