Question 1

What comes in your starter kit?

Accepted Answer

Your starter kit comes with instructions for your photos and impressions, a cheek stretcher for your intraoral photos, putty and trays (3 top, 2 bottom) for your impressions, a poker tool to help guide your teeth into the putty, and a prepaid return box for sending your completed impressions back to us.

Question 2

How do I take my photos?

Accepted Answer

For instructions on taking your photos and impressions, log into [portal.candidco.com](https://portal.candidco.com).

Question 3

Do you have an app?

Accepted Answer

Yes. The Candid app, available in the [App Store](https://apps.apple.com/us/app/candid-co/id1359702855) and the [Google Play Store](https://play.google.com/store/apps/developer?id=Candid+Co.), is used to track treatment for patients without remote monitoring.

Patients with remote monitoring should download the Dental Monitoring app to track their progress throughout treatment. Get it in the [App Store](https://apps.apple.com/us/app/dental-monitoring/id946052063) or the [Google Play Store](https://play.google.com/store/apps/details?id=com.h43.dentalmonitoring&hl=en_US).

Question 4

How do I upload my photos?

Accepted Answer

To take and submit your photos, log into [portal.candidco.com](https://portal.candidco.com).

Question 5

How do I take impressions?

Accepted Answer

For instructions on taking your impressions and photos, log into [portal.candidco.com](https://portal.candidco.com).

Question 6

How do I submit my impressions?

Accepted Answer

A prepaid return box is included in your starter kit. Just put your completed impressions in the box, close it up, and either drop it in a mailbox or take it to your nearest post office.

Question 7

What if my impression trays don’t fit?

Accepted Answer

Reach out to our care team right away and they’ll send you new trays free of charge. To check if your trays fit properly before you start taking your impressions, put them onto your teeth without putty. Your teeth shouldn’t be scraping against the sides, and the tray shouldn’t be digging into your gums. You also want to be sure your back molars fit into the tray.

Question 8

Why were my photos rejected?

Accepted Answer

We ask you to retake your photos when they won’t be able to serve as viable diagnostic tools for your orthodontist. That would be the case for one of two reasons: because the quality of the photos themselves is too low, or because they don’t show your teeth and gums fully enough.

For example, your photos would be rejected if they were too dark, too blurry, or had too much flash. They would also be rejected if they didn’t show key details like the occlusal surfaces (the part of the teeth you use to chew) or your gumline (the line where the gums and the teeth meet).

Question 9

Why were my impressions rejected?

Accepted Answer

We ask you to redo your impressions when they don’t capture the position and shape of your teeth in enough detail. For example, your impressions would be rejected if they were too shallow to show the line where your teeth meet your gums, or if your teeth scraped against the side of the tray and ruined the impression when you pulled them out of the putty.

The impressions are intended to serve as the basis for a digital model your orthodontist will use to create your custom treatment plan. The fidelity of that model — the level of anatomical detail it provides — is a key factor in your care: If it isn’t a precise rendering of your teeth and gumline, your orthodontist won’t be able to design and engineer a truly individualized plan. So the quality of the initial impressions is crucial.

Question 10

Is there someone at Candid who can help walk me through the starter kit process?

Accepted Answer

Yes! Our care team is standing by to help. They’ll review your photos as soon as you upload them, then reach out with feedback and tips for the impressions. If you have any other questions after that, just email support@candidco.com or call (844) 295-6915.

Question 11

What is your Starter Kit refund policy?

Accepted Answer

When you order your starter kit, you’ll be asked to sign a consent form. Once you sign that form, your purchase is non-refundable unless your assigned orthodontist determines that Candid is not the right treatment option for you. In that case, you’ll be refunded in full.

Question 12

When do I get my treatment plan?

Accepted Answer

You’ll typically get your treatment plan 2-3 weeks after your studio visit.

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