Answers

FAQs
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How do Candid aligners work?

A treatment plan is designed to work using a set of top and bottom aligners. Each set makes slight adjustments to the position of your teeth, according to a plan personalized for you by a Candid-affiliated licensed orthodontist in your state. Start with your first set of aligners, and advance to subsequent sets according to your treatment plan.

What are Candid clear aligners?

Candid aligners are a set of custom-made clear plastic aligners, personalized to gradually shift your teeth to the smile you want.

How can I contact the Candid Care team?

We are available 7 days/week between 9am - 7pm EST and we'd love to hear from you. Please email support@candidco.com or call us at 1.844.295.6915. If you get through to our voicemail, please leave us a message with your name, number and reason for calling. We do listen to these daily and will try to get back to everyone within 24 hours.

How long is the typical treatment process?

Your treatment plan is customized to your teeth, but typically the system is designed to be used for 3 to 10 months.

What are the aligners and retainers made of?

Our aligners and retainers are made of a smooth, comfortable, BPA-free and phthalate-free plastic called Zendura that won't irritate your cheeks and gums like traditional braces often do.

Why do I need aligners for both my upper and lower teeth if I only want to change one?

Fixing crowding or spacing changes your bite. In order to maintain a correct bite, both upper and lower teeth need to be taken into account as a part of your treatment plan. For example, if you’re correcting crowding in one arch, you have to widen the shape of the opposing teeth to match or the bite can be affected. The same principle is true for correcting spacing in your teeth. As gaps are closed, the shape of the arch changes. The arches need to be symmetrical to ensure a good bite, so the bottom teeth may need to be adjusted, even if you’re primarily concerned with a gap in only one arch. Not only can ignoring the opposing arch cause issues with the bite, it can also result in your teeth moving back to their original positions.

Are they trimmed with a scalloped edge or straight across?

Candid clear aligners are trimmed in a straight fashion across the top, allowing us to get optimal turning force to straighten your teeth. This also eliminates the need for buttons or attachments, which are generally considered unsightly or uncomfortable.

Pricing and Insurance

How much does it all cost?

Our $95 impression kit is the first step in discovering what your treatment plan will be. Once your treatment plan is ready, with single pay, you can get started for as low as $1,900 which is up to 65 percent less than our competitors. At the end of treatment we’ll send you a free set of retainers. After that you can purchase new sets for $99.

Is my evaluation process refundable?

Our clear aligners may not be right for everyone. That's why we'll refund your impression kit purchase if it's determined you aren't a suitable candidate. 

What forms of payment are accepted?

We accept all major credit and debit cards: Visa, MasterCard, American Express and Discover.

Do you offer an affordable payment plan?

Yes! We partner with Affirm to provide a monthly payment option that starts as low as $88 per month for 24 months. Your exact monthly payment will be determined based upon your credit history, but even though you're paying monthly, you'll always get your aligners in one upfront shipment. Affirm does not accept payment with credit cards, however they do accept payment by debit card, a linked checking account, or personal check.

Are financing options available in all states?

Due to state law, West Virginia and Iowa residents are unable to use Affirm financing at this time. Please reach out to support@candidco.com if you have further questions about payment options.

Can I use insurance to pay for Candid treatment?

Yes. If your dental plan provides orthodontic benefits you may be reimbursed directly from your insurance company after purchasing your aligners. You’ll be able to submit your insurance information after you purchase your modeling kit and we’ll file your claim on your behalf once you choose to move forward with treatment.

Can I use a flexible spending account debit card?

Yes. We accept FSA and HSA debit cards (Visa, Mastercard, & Discover). 

Is there a money back guarantee?

If your Candid-affiliated orthodontist determines that you are not a suitable candidate for the Candid clear aligners, we will refund your initial $95.00 payment. Unfortunately, if you send back an impression kit with distorted or unusable impressions, we’ll let you know and we can send you an additional impression kit for $49.00.  This price can be deducted from your treatment plan cost when you purchase your aligners.

If you have worn your aligners as prescribed and they are not working, we’ll work with you to develop a new treatment plan without additional charges, as long as the Candid-affiliated orthodontist feels that a new treatment plan is advisable.

Finally, if you receive a defective product please reach out to our support team at support@candidco.com and we’ll find a solution for you!

Is Candid for me?

How do I know if Candid is for me?

Every Candid order begins with our Modeling Kit. We'll send you a kit full of everything you need to take your impressions and photos and send them back to us. This is followed by a remote orthodontic evaluation of your impressions and photos to determine if you are a candidate. Our clear aligner system is designed for minor to moderate teeth correction, including space between teeth, crowding, rotations, and some bite correction. If we can't treat your case for any reason, we'll refund you the cost of your Modeling Kit, so it's entirely risk free.

What is the minimum age?

Our minimum age requirement is 18 years old.

Does Candid ship internationally?

No, Candid clear aligners are currently only available in the U.S.

What if I have a dental implant?

Our aligners can work for some customers who have an implant. The orthodontists in our network assess these situations on a case-by-case basis as a part of the first step in our process. If they determine our aligners aren't a fit for your needs, the initial $95 purchase is fully refundable.

What if I have a permanent retainer?

If you have a permanent retainer, you must have it removed by your local dental professional before taking your impressions.

What if I have missing teeth?

Our aligners can work for some customers who have missing teeth. The orthodontists in our network assess these situations on a case-by-case basis as a part of the first step in our process. If they determine our aligners aren't a fit for your needs, the initial $95 purchase is fully refundable.

What if I still have my wisdom teeth?

If your dentist has recommended removal of wisdom teeth then please do this. If not, you can purchase a modeling kit and the orthodontist overseeing your case can review whether remote aligner treatment is right for you. If they determine our aligners aren't a fit for your needs, the initial $95 purchase is fully refundable.

How long do I have to wait after getting my wisdom teeth removed?

Typically, you will need to wait six weeks after having your third molars (or wisdom teeth) extracted before starting with Candid.

Can I wear aligners if I am pregnant?

Pregnancy does not completely rule out clear aligner treatment, but please be aware that in many women, pregnancy can cause teeth to shift, which may require retaking oral impressions and getting different aligners. In addition, depending on the individual, the aligners may be more uncomfortable during pregnancy. Our Chief Clinical Officer recommends waiting until after pregnancy to begin aligner treatment.

Will Candid work for me?

Anything involving the human body can’t be guaranteed. Invisible aligner treatment is well-understood, commonly used and frequently successful. It is likely that you will see the results projected in your treatment plan. However, aligner treatment doesn’t work the same for everyone, and many factors affect progress. It is possible that you might not achieve hoped for results. If that happens, we will try to work with you to implement an adjustment to your treatment plan to achieve success.

I ordered my modeling kit. Now what?

After I purchase my modeling kit, how long does it take to receive my aligners?

It takes about two months between the time you purchase your modeling kit and the time you receive your aligners. There are few things we need from you in order to ensure this process remains as quick as possible. First, please ensure that you sign your informed consent form immediately after purchasing your modeling kit. Next, book a video call with our team as dental impressions and photos are tricky to do alone. When your modeling kit arrives, attend the video call you've booked, and send us your impressions and photos as soon as you can. Follow these tips and you'll be able to start treatment before you know it.

How can I get help taking my photos and impressions?

Dental impressions and photos are tricky and unfamiliar for most people, and doing them incorrectly can set back your treatment. Your licensed orthodontist will be using your impressions and photos to design your treatment plan, so getting them right the first time is extremely important. Your impressions and photos will be much faster and easier to complete with a specialist on the phone. It's totally free and it only takes 20 minutes. Just click here to get started.

How do I upload my photos?

You will receive a photo manual and a cheek stretcher in your modeling kit, so please refrain from uploading any photos until your modeling kit arrives. Once your kit arrives, log into your customer portal to upload your photos. If you're having any trouble with the portal, you can also email them to support@candidco.com. Dental photos are tricky to get right on your own so we recommend booking a video call with our team for assistance. Just click here to get started.

Can I return Candid products for a refund?

As we are not able to use the modeling kit or aligner kit for anyone else, we do not accept returns on either the modeling kit or the aligner kit. Once we receive your Medical History and Consent Form, your modeling kit order has been processed and cannot be refunded. If you have a question regarding your order, please email us at support@candidco.com.

What if I make a mistake on my impressions?

If our lab receives distorted impressions that prevent them from making accurate aligners, your orthodontist will not approve a treatment plan, and we will contact you regarding sending another impression kit for $47.50. This price can be deducted from your treatment cost when you purchase your aligners.

Can I view what my expected results will be after treatment is completed?

After our lab receives your impressions, we create a custom treatment plan which shows a before and after 3D visualization of how your teeth are expected to move with treatment. If it is determined that our aligner therapy isn't appropriate for your circumstances, we'll be happy to refund your evaluation purchase price.

What can I expect during treatment?

Are there any visits to an orthodontist office during my treatment?

Most Candid patients don’t require any visits to an orthodontist or dental office as part of their clear aligner treatment.  Of course, if you would ordinarily visit a dentist for cleaning and a checkup, or other reasons, you should still do so.

Will someone be checking in on me during my treatment?

You'll hear from the Candid support team throughout your treatment with reminders, tips and encouragement, and we're in touch with your orthodontist the whole time. Please email support@candidco.com with your questions at any time and we'll get back to you right away (even on weekends).

How do I know when to switch aligners?

To access your treatment plan, log into your customer portal. Your treatment plan includes a “wear schedule” so you’ll know how often you need to switch them (every 2 weeks for most cases). You will receive all of your aligners at once - we try to make it as easy as possible!

If I am sick, should I keep wearing my aligners?

In general, unless you are severely ill, it is okay to continue to wear your aligners. If you are actively vomiting, we recommend taking them out. If you vomit with your aligners in, please remove them and rinse them promptly.

Whom do I contact if I'm having a dental emergency?

Please contact your local dentist or call 911.

How do I clean my aligners during treatment?

We’ll provide you with a teeth whitening foam that also cleans your aligners. If you are using the Candid whitening foam, every time you take the aligners out of your mouth, first run them under cool water. Then brush them with your toothbrush. (No need to use toothpaste on your aligners as this could leave permanent residue). Finally, spray the white foam onto your aligners and put them back on. If you are not using the whitening foam, follow the steps above and skip the foam step! Please note, if you take your aligners out and don’t rinse them immediately after, this could result in a residue-buildup over time. In a typical two-week cycle this might not end up being visible, but always rinsing reduces the chance of discoloration or cloudiness.

Can I use teeth whitening gel in my aligners?

We’ll provide you with whitening foam to use during your Candid treatment so no need to purchase your own! We do not recommend using alternative whiteners or any other products as they may damage your aligners. If you are going to use an alternative product, it should be a plain hydrogen peroxide based product, with a concentration of 3.5%, without any other active ingredients.

Can I smoke while wearing my aligners?

Yes, but the aligners might become stained.

Can I drink alcohol while wearing my aligners?

Yes, however, you should always exercise care when drinking any alcohol and not drink to excess.

Can I skip ahead?

We recommend you don’t do this as your orthodontist has planned your treatment to get the best long term results. If your aligners aren’t fitting or are falling out, let us know and we’ll solve that with you.

Why don't my aligners cover my molars?

Because we custom-make your aligners to fit your mouth, our goal is to make your aligners the appropriate size to realign your smile while being as unobtrusive as possible. For this reason, your aligners may not fully cover your back molars if molar movement is not a part of your treatment plan.

What happens if I lose an aligner?

If you lose one of your aligners, you can order a replacement right away. The cost for replacements is $49 per tray. While you’re waiting for a replacement our team will work with your orthodontist to make sure we keep you on track. To order a replacement aligner please email support@candidco.com.

What happens if things aren't improving as promised?

We want to make sure you get the results you want, so sometimes updates to your treatment plan may be necessary either during or after your treatment is complete.

One way that can happen is an adjustment at the end of your treatment, which would consist of extra sets of aligners at the end of your treatment plan. These are common and your orthodontist will make sure the process is simple and smooth.

A second way that can happen is during the regular course of your treatment, if your teeth are not tracking according to plan. We will help you do new impressions and then you will continue treatment according to your new starting point. 

What happens after treatment?

Do I have to wear a retainer after treatment?

As with any orthodontic treatment, you'll need to wear a retainer regularly to maintain your new smile. We’ll send a set of retainers for free, which must be worn for 22 hours a day for two weeks. After that, you'll want to wear your retainers only while you sleep. Try replacing your retainers every six months to keep them fresh. A set of Candid retainers is included in your treatment plan and will be sent to you after treatment is complete.