Open the patient file and go to TPX Connect. Shipping information for each stage is recorded there, including estimated dispatch date and consignment number. Copy the consignment number into the courier's tracking page for your country.

To track

1. Copy the consignment or air waybill number from TPX Connect.
2. Enter it into the courier's tracking page for your country.

Statuses you may see

• Label printed: the consignment has been created but not yet collected. It has not shipped.
• In transit: with the courier.
• Customs: international shipments may be held briefly for clearance.

If tracking has not moved

Allow one full business day after the label is printed. If it still has not moved after that, contact your practice manager with the patient name and the consignment number.

If a delivery is late

Contact your practice manager before rebooking the patient. Where a delivery failure has caused a cancelled appointment, this should be raised so it can be pursued with the courier.

Still need help

If this article did not resolve your question, your practice manager is your first point of contact for case and product support. For anything that needs a tracked outcome, start a chat with the OneSmile Concierge using the chat button on this page. Include the patient name, the case number and the current aligner number so it can be actioned without a follow-up question.