Clinical FAQ

We accept STL, OBJ, and PLY digital scan files from all major intraoral scanners including iTero (Element series), 3Shape TRIOS, CEREC Primescan/Omnicam, Medit i500 and i700, and Planmeca Emerald. Files can be uploaded directly through the Partner Portal or transferred via SFTP for high-volume practices. Physical PVS impressions are accepted by arrangement for practices without a digital scanner — contact your account manager to discuss.

Our standard turnaround is 5 business days from when you approve the 3D treatment plan in the Partner Portal. Treatment plan design and dentist review typically adds 2–3 business days prior to approval, meaning most cases are in hand within 7–9 business days from scan submission. Priority production (available to all partners) guarantees manufacturing within 3 business days of plan approval, with expedited shipping options available. Enterprise and DSO partners may have SLA-specific commitments outlined in their agreement.

Our clinical team designs the treatment plan based on your clinical prescription and any notes you submit with the case. You then review the 3D treatment plan in the Partner Portal's interactive viewer, where you can assess staging, tooth movement sequences, attachment positions, and IPR prescription. You have full control to approve or request modifications before we manufacture anything. You can also submit your own completed staging file if you prefer to design treatment plans in-house using your own software.

Yes. Retainers can be ordered independently at any time from the Partner Portal using the patient's stored digital records — no new scan is needed if records are within 18 months. Select the patient, choose between Essix clear or Hawley style, confirm arch and thickness preferences, and submit. Retainer orders are manufactured and shipped within 3–5 business days. Replacement retainers for existing patients follow the same process and are billed per-retainer at the standard rate.

Clinical refinements — additional aligner stages required to complete tooth movement that wasn't achieved with the original series — are included at no charge for cases where the patient has been compliant with wear instructions. We request a progress scan at the refinement stage, which our clinical team uses to design the continuation series. Manufacturing defects or fit issues caused by our fabrication process are always remade at no cost, with priority turnaround. Revision requests due to a change in treatment goals or patient non-compliance are billed at a reduced refinement rate.

Complex cases are flagged during intake and routed to our lead orthodontist, Dr. James Okafor, for treatment planning. We handle Class II and Class III corrections (using auxiliaries where appropriate), open bite cases, deep bite cases, and moderate-to-severe crowding. For very complex cases, our clinical team may request a brief consultation call with the treating dentist before staging. We do not accept cases that are outside the scope of clear aligner therapy — our clinical team will advise if a case requires alternative treatment planning.

Once your partnership application is approved, you'll receive a welcome email with your Partner Portal login credentials within one business day. Your dedicated account manager will schedule a 30-minute onboarding call to walk you through the portal, answer clinical questions, and confirm your scanner integration. You can submit your first case at any point after onboarding — there's no minimum volume, no training period, and no delay. Most practices submit their first case within the first week of onboarding.

All aligner and retainer materials are manufactured from medical-grade thermoplastic polymers that carry USP Class VI biocompatibility certification, confirming they are safe for prolonged intraoral contact. Materials are 100% BPA-free, phthalate-free, and latex-free. Material safety data sheets (MSDS) and biocompatibility test reports are available to partner practices on request through the Partner Portal under the Resources section. Our manufacturing facility is ISO 13485:2016 certified and our aligners hold FDA 510(k) clearance.