Send a Case
Easy Case Intake Digital or Traditional
Whether your case is digital or traditional, we make it easy to work with us. We accept both digital scans and physical impressions, supporting every workflow with confidence, attention to detail, and responsive collaboration.
Our experienced technicians and seamless intake process ensure that sending a case is simple, reliable, and fully aligned with your clinical goals.
Traditional CASES
Packaging & Shipping Guidelines
To ensure your case arrives safely and is processed without delays, please follow the steps below when packaging and shipping physical materials.
digital CASES
To ensure efficient processing of your digital cases, please follow the guidelines below when submitting intraoral scans to iCAD Dental.
We accept scans from all major intraoral scanner systems, including:
- iTero
- 3Shape TRIOS
- Medit
- Primescan
and other open-platform scanners
If you’re using a scanner with a partner portal (e.g., TRIOS Connect), simply search for “iCAD Dental” in the lab directory to connect with us.
If your system doesn’t support direct lab connection, you may manually upload your files using the instructions below.
We support the following open file types:
- STL
- PLY
Please ensure that your files include:
- Prepared arch
- Opposing arch
- Bite registration (if applicable)
Providing complete and accurate files helps us process your case efficiently.
To avoid delays, ensure your scan:
- Is complete and clearly captures margins and anatomy
- Has no voids, blurred areas, or missing segments
- Includes all necessary scan components (preparation area, opposing arch, bite)
Double-check your scan before sending to ensure accurate results.
If not using a scanner portal, digital files can be submitted via:
- Email (attach STL/PLY + Rx form)
- Dropbox, WeTransfer, or your preferred file-sharing service
Please always include a completed Rx form with each case.
If you experience any issues during the submission process, please don’t hesitate to contact us directly – we’re happy to assist.
However, if the problem appears to be related to your scanner or its software (such as trouble connecting to the lab, scan export issues, or missing data), we kindly recommend reaching out to your scanner provider first, as they can best support scanner-specific concerns.
For all other questions, our team is here to help:
Phone: +1 (613) 567-6453
Email: orders@icad.dental
Case Submission & Warranty Guidelines
We’re proud to stand behind the quality of our work. Your restorations are protected by limited warranties based on the type of product you order.
What’s Covered:
5-year warranty on:
- Porcelain-fused-to-metal restorations (PFM)
- All-ceramic restorations
- Zirconia restorations
- Full cast restorations
1-year warranty on:
- Full dentures
- Cast partials denture
- Non-metal partial dentures
- Maryland Bridges (PFM/Zirconia/E.max)
90-day warranty on:
- Ortho appliances (Essix, Hawley, space maintainers etc.)
6-month warranty on:
- Night guards (6-month warranty)
- Costs related to insertion or removal
- Issues caused by accidents, misuse, or improper adjustments
- Cases with more than five units or improperly fitted removables
- Temporary restorations, flippers, relines, repairs, wax-ups
- Appliances modified or fabricated by other labs
For full warranty terms, feel free to reach out – we’ll be happy to provide a copy.
Our goal is always to get it right the first time – but we understand that adjustments are sometimes needed.
Should you wish to discuss remakes in order to determine the applicability of any relevant policies, please don’t hesitate to reach out.
Not sure if your case qualifies for a no-charge remake? Let us know – we’re happy to take a look and help clarify.
We work hard to ensure efficient turnaround without compromising on quality. Below are our standard in-lab timelines (not including shipping or pickup). Please allow 2 additional business days for courier time.
Crown & Bridge
- Full Contour Zirconia – 7 business days
- Layered Zirconia – 7 business days
- PFM – 7 business days
- E.max – 7 business days
- Implants – Minimum 10 business days
Dentures
- Full Denture Setup – 4 business days
- Full Denture Finish – 4 business days
- Cast Partial Framework – 7–8 business days
- Cast Partial Setup – 4 business days
- Cast Partial Finish – 3 business days
- Acrylic Partial Setup – 4 business days
- Acrylic Partial Finish – 4 business days
- Bite Blocks – 3 business days
- Custom Trays – 3 business days
Ortho Appliances
- Thermolock/Hard Night Guards – 5 business days
- Proform Night/Mouth Guards – 3 business days
- Surgical Stent – 4 business days
- Acrylic Palate – 3 business days
- Lingual Wire – 4 business days
- Essix Retainer – 2–3 business days
- LVI Appliance – 10 business days
- Gelb – 6 business days
- Essix with Teeth – 4 business days
Rush Cases
Need a faster turnaround? We’re happy to help whenever possible. Rush service is available for many cases upon request.
To request a rush:
- Indicate your preferred delivery date on the Rx form
- Let us know when submitting the case
- For urgent cases, please contact us directly
For digital cases, please allow one extra business day for model printing.
Need Help or Have Questions?
We’re always here to support you.
- Phone: +1 (613) 567-6453
- Email: orders@icad.dental
For assistance with case submissions, turnaround times, remakes, or anything else – please feel free to contact us.
