Already ordered my starter kit
12 answers
What comes in your starter kit?
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... read more
How do I take my photos?
The starter kit guidebook includes instructions for taking your photos, and we also have a helpful [Photo Guide video](https://candidco.com/photoguide). We highly recommend using our app to ... read more
Do you have an app?
Yes! Our app, which walks you through the process of taking your photos, is available in both the [App Store](https://itunes.apple.com/us/app/candid-co/id1359702855?mt=8) and the [Google Pla... read more
How do I upload my photos?
There are two ways to upload your photos. You can upload them either through our app, which is available in both the App Store and the Google Play Store, or through our [photo portal](https:... read more
How do I take impressions?
Instructions for taking your impressions are included in the starter kit guidebook, and we recommend watching our [Impressions & Photo Guide video](https://www.youtube.com/watch?v=9Lp2J7xhmM... read more
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 or take it to your nearest post office. read more
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... read more
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 ... read more
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... read more
Is there someone at Candid who can help walk me through the starter kit process?
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 a... read more
What is your refund policy?
We have two refund policies: one for the starter kit and one for the aligners themselves.
When you order your starter kit, you’ll be asked to sign a consent form. Once you sign that form, y... read more
When do I get my treatment plan?
You’ll typically get your treatment plan 3–4 weeks after your photos and impressions are accepted.
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