FAQs
FLUENT SMARTEXAM FAQs
What common conditions can the Fluent SmartExam help a physician diagnose?
The Fluent SmartExam can help a physician diagnose and treat many common conditions including ear infections, sore throats, fever, cold and flu, bronchitis, upper respiratory conditions, abdominal conditions, skin conditions, bug bites and allergies.
Who can use Fluent SmartExam devices?
The Fluent SmartExam device including the otoscope can be used on patients aged 6 months and older when operated by an adult 18 years and older. The thermometer can be used on patients 2 years and older.
What does the Fluent SmartExam kit include?
The Fluent SmartExam kit includes the SmartExam device and wireless otoscope, access to the Fluent SmartExam mobile app (iOS & Android), three reusable large ear specula (age 2+ years), three reusable small ear specula (age 6-24 months), tongue depressor, Type C USB charging cable, two AAA batteries, and a carrying case.
How do I connect the Fluent SmartExam to my smartphone?
It’s simple.
Download the Fluent SmartExam app from either Google Play or the App store. Sign into the app with the account information provided via email following your purchase. You will be prompted to change your password in order to activate your account. (Can’t find the email? Try searching ‘Your Fluent SmartExam Account Info + Next Steps’ in your inbox.)
Once logged in, the app will then prompt you to pair the SmartExam device to your smartphone via bluetooth. Ensure the device is powered on and bluetooth is enabled.
Are the Fluent SmartExam devices and app FDA cleared?
Yes! The Fluent SmartExam device in conjunction with the Fluent SmartExam app is FDA cleared.
Is the Fluent SmartExam covered by insurance?
The Fluent SmartExam is not covered by insurance. However, you may be eligible to pay for the SmartExam through your HSA or FSA account.
Is the Fluent SmartExam HSA / FSA eligible?
The Fluent SmartExam is HSA and FSA eligible*.
If you have an HSA or FSA account, you can use those funds for products on our website by either:
Using an HSA or FSA debit card when you check out. As soon as your order is placed, we authorize for the full value or your order to confirm that funds are available from your HSA or FSA account. We capture the funds for your order after authorization. If funds for the full value of your order are not available, your card may be declined and your order will be canceled. If any part of your order is not fulfilled, you will receive a refund.
Using another payment method and reimbursing yourself from your HSA or FSA account later.
*Eligibility and terms are subject to change in accordance with federal guidelines
How do I know if my smartphone is compatible with the Fluent SmartExam?
The following smartphones are compatible with the Fluent SmartExam:
iPhone 8 and above running iOS 11.0 and above
Android 8.1 and above with 4GB RAM and above
Is there a warranty?
The Fluent SmartExam comes with a one year warranty.
How can I connect with a virtual doctor and share my medical exam data?
It’s easy, just complete the following steps that will be outlined in our step-by-step onboarding email:
When You Receive Your Device:
1) Download the Fluent SmartExam app and activate your account by following the instructions sent to your email.
Can’t find the email? Try searching for ‘Your Fluent SmartExam Account Info + Next Steps’ in your inbox.
2) Pair your Fluent SmartExam device with your smartphone using the Fluent SmartExam app and enabling bluetooth.
3) Conduct all exams to familiarize yourself with the device.
Need to connect with a doctor?
Use the Fluent SmartExam app to conduct exams, and enter the virtual waiting room to meet with a physician. The physician will review your test results and utilize them to provide the care you need.
*Please note you can meet with a physician if you have purchased a virtual care individual visit or package.
How quickly can I get an appointment with a doctor?
Appointments are available 24/7, 365 days a year. Patient wait times vary based on time of day and availability of clinical staff. The average wait time is 5 minutes to see a physician but can take up to 20 minutes. If the wait time is longer, a care coordinator will reach out to you to offer other available time slots.
Can I share my medical data with my own doctor?
Not yet but we’re working on it! In the future, all Fluent SmartExam users will be able to virtually share their medical exams with their own doctor, including multiple doctors across one household.
How can I buy the Fluent SmartExam?
The Fluent SmartExam is currently available for purchase by and shipped to residents of all states except Alaska, Hawaii, and Washington DC. You must also be 18 years or older to purchase the Fluent SmartExam.
Does the Fluent SmartExam require a prescription for purchase?
Yes. Since the Fluent SmartExam is currently a prescription product, we will verify some information as part of the checkout process and notify you once the prescription has been approved and your order is shipped. You do not need to visit a pharmacy or fill out any additional paperwork.
How much is shipping?
The Fluent SmartExam ships for free via standard shipping and arrives within 3-7 business days. We cannot expedite or overnight delivery.
When will I be charged for the Fluent SmartExam?
If you are paying by credit card: As soon as your order is placed, we authorize for the full value or your order to confirm that funds are available from your credit account. We capture the funds (charge your card) after card authorization. If funds for the full value or your order are not available, your order will be declined. If any part of your order is not fulfilled, you will receive a refund. Refunds should be posted within 2-3 business days but may take up to 10 business days depending on your bank or credit card issuer.
How will my order appear on my credit card statement?
Charges will appear on your credit card statement as “FLUENT"
What payment methods are accepted?
We accept all major credit cards.
How long will it take for my order to arrive?
After you place your order, we move quickly to get the Fluent SmartExam to you ASAP.
The Fluent SmartExam usually arrives 3-7 business days after you place your order. We'll keep you in the loop by sending status update emails along the way. We’ll send you an email after your order ships with your tracking information so you can see where your package is in real time.
Can I cancel my order?
In order to get you the device ASAP, our team moves quickly to get your order shipped out. Unfortunately, this means that we aren't able to make any changes to an order once it’s been placed.
Am I able to return the Fluent SmartExam once it’s purchased?
Since the Fluent SmartExam is an Rx product, we unfortunately cannot accept returns unless the device malfunctions. If you have any issues with the device functioning properly, please email technical_support@getfluenthealth.com to help troubleshoot the device.
Who do I contact if I need support with the Fluent SmartExam?
ORDER AND SHIPPING HELP:
For any support needed around placing an order or shipping, please email help@getfluenthealth.com.
DEVICE and APP HELP:
For any support needed around the device or app once you’ve received it, please email technical_support@getfluenthealth.com. You should receive a response from our technical partners at Nonagon within 12-24 hours Monday through Friday 9am-5pm PT.
Is the Fluent SmartExam app free?
Yes, the app is free to download and use when paired with the Fluent SmartExam.
How do I download the Fluent SmartExam app?
You can download the Fluent app via Google Play or the App Store.
FLUENT SYMPTOM RELIEF + IMMUNITY FAQs
Where are Fluent symptom relief and immunity products available?
Over-the-counter products and supplements from Fluent are available in all 50 states and Washington D.C. Fluent products are not available to ship to international locations.
Do I need a prescription for Fluent symptom relief and immunity products?
For Fluent symptom relief and immunity products, you do not need a prescription.
Are Fluent symptom relief and immunity products HSA and FSA eligible?
Fluent symptom relief and immunity products are HSA and FSA eligible.*
If you have an HSA or FSA account, you can use those funds for products on our website by either:
Using an HSA or FSA debit card when you check out.
As soon as your order is placed, we authorize for the full value or your order to confirm that funds are available from your HSA or FSA account. We capture the funds for your order after authorization. If funds for the full value of your order are not available, your card may be declined and your order will be canceled. If any part of your order is not fulfilled, you will receive a refund.
Using another payment method and reimbursing yourself from your HSA or FSA account later.
*Eligibility and terms are subject to change in accordance with federal guidelines.
How do I store Fluent symptom relief and immunity products?
Symptom relief medication and immunity supplements are best stored in a cool, dry place.
Please keep medications out of reach of small children and pets. Always check the Drug Facts labels on your medication to verify the storage information.
Are Fluent symptom relief and immunity products covered by insurance?
Fluent services, products and medication are not covered by insurance. However, you may be eligible to pay for Fluent products and medication through your HSA or FSA account. See 'Are Fluent products HSA or FSA Eligible?' above for more details.
When will I be charged for my product?
Credit Cards - As soon as your order is placed, we authorize for the full value or your order to confirm that funds are available from your credit account. We capture the funds (charge your card) after card authorization. If funds for the full value or your order are not available, your order will be declined. If any part of your order is not fulfilled, you will receive a refund.
Paypal - Funds are captured from your PayPal account as soon as you place an order. Your entire order, including any applicable tax and shipping & handling fees, is charged at that time. If we are unable to fulfill any part of your order, you will be refunded directly to your PayPal account.
How will my order appear on my credit card statement?
Charges will appear on your credit card statement as "Fluent Health"
What payment methods does Fluent accept for symptom relief and immunity products?
We accept all major Credit Cards, Paypal, Amazon Pay, Google Pay, and Shopify Pay.
Where do Fluent symptom relief and immunity products ship?
We ship Fluent symptom relief and immunity products to all 50 US States and Washington DC. Unfortunately we do not ship internationally.
When will my order ship? And when can I expect to receive my order?
After you place your order, we move quickly to get your medicines and supplements to you ASAP.
Standard Shipping:
Orders placed are shipped within 48 hours of order placement and delivered within 2-5 business days depending on location. Most orders will be delivered via FedEx 2 day shipping service.
As soon as your order is shipped, you will receive a shipping confirmation email with full details.
To receive details or update on your shipment status, please click tracking information in your shipping confirmation email.
Overnight Shipping:
Orders placed before 12 p.m. CST on Mondays - Fridays are shipped the same day and delivered within 1 business day. Orders placed after 12 p.m. are shipped the next business day. At this time, we are unfortunately unable to ship Overnight to Alaska or Hawaii.
PO Boxes:
Orders sent to PO Boxes can only be sent via ground delivery. Expedited shipping is not available to PO Boxes. Please allow the standard shipping time for delivery.
For any questions on shipments, please have your tracking number handy and contact the shipper (e.g. USPS, FedEx) directly.
How much is shipping?
For orders over $19, our products ship free.
For orders under $19, an $8 shipping fee will be applied at checkout.
What is the status of my order?
You can check on the status of your order on the “My Orders” page. If you are not able to get the information you need, please Contact Us.
Can I cancel my order?
To get you the care you need ASAP, our team moves quickly to get your order shipped out quickly. Unfortunately, this means that we aren't able to make any changes to an order once it’s been placed.
Please see "What is your return policy?" below for details on order returns.
What is your return policy?
We want you to love your Fluent purchase, so if you are not 100% satisfied with your Fluent symptom relief and immunity products, please contact us at returns@getfluenthealth.com within 30 days of your purchase, and we will provide a return authorization and mailing information. We will be happy to credit your account for the full amount of your purchase, minus the cost of the return shipping.
ABOUT FLUENT + PRIVACY
What is Fluent™?
At Fluent™, we're shaping a new approach to wellbeing — one that's simple, integrated and accessible for everybody. We’ve blended immunity, health monitoring, virtual care and treatment together into one collection that puts your health and ease first.
See Who We Are for more information
Who are Fluent’s Medical experts?
Fluent was created by a team of healthcare industry veterans that set out to develop a proactive solution to care of your health. Our products and services are supported by a network of US Board Certified Physicians, healthcare professionals, and our medical advisory board.
How does my medical data stay secure and HIPAA-compliant?
We put patient wellbeing first and, therefore, adhere to strict privacy policies. All of your personal information, along with examination results and correspondence with your doctor, is encrypted and stored in our HIPAA-compliant cloud-based system. Access to your health information is restricted and can only be shared at your discretion.
Does Fluent share any of my information?
We take your privacy and the security of your information very seriously. We’ve designed our platforms to comply with all relevant privacy laws and have implemented strict security protocols to protect your information.