Already ordered my starter kit
What comes in your starter kit?
Your starter kit comes with instructions for your photos and impressions; a cheek stretcher (this can be found in box 2, beneath the putty) for your intraoral photos; putty and trays (3 top,...
How do I take my photos?
For instructions on taking your photos and impressions, log into portal.candidco.com.
Do you have an app?
Yes, the CandidApp is available for patients in treatment with remote monitoring. Get it in the App Store or the [Google Play St...
How do I upload my photos?
To take and submit your photos, log into portal.candidco.com.
How do I take impressions?
For instructions on taking your impressions and photos, log into portal.candidco.com.
How do I submit my impressions?
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, take it to your nearest post office, or sc...
What if my impression trays don’t fit?
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 wi...
Why were my photos rejected?
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 ...
Why were my impressions rejected?
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...
Is there someone at Candid who can help walk me through the starter kit process?
Our care team is standing by to help. If you have questions, log into portal.candidco.com to chat or call us at (844) 295-6915. We’re available 9am-7pm EST sev...
What is your Starter Kit refund policy?
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 ...
When do I get my treatment plan?
You’ll typically get your treatment plan 2-3 weeks after your studio visit.