Approve the treatment plan first, because production cannot start until it is approved. Then tell us straight away and we will prioritise production and arrange express shipping where possible.

What to do

1. Approve the treatment plan in the portal.
2. Tell us immediately that the case is urgent, with the patient's appointment date.
3. We confirm the earliest possible delivery date.

Standard turnaround is seven business days from approval. If express still will not make the appointment, we will escalate directly with the factory.

What to have ready

Start a support request in the OneSmile Concierge chat and include:

• Practice name
• Patient name
• Case number
• Whether the plan is approved yet
• Patient appointment date
• Why it is urgent
• Whether delivery goes to the clinic or the patient

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.