Tell us as soon as you know, rather than waiting to see whether the parcel turns up. Your practice manager can call the courier directly to locate it and get a revised arrival time.

What we can do

• Locate the parcel and confirm a new estimated arrival.
• Arrange redelivery, redirect it to another address, or hold it at the depot for collection.

If the parcel is confirmed lost

We produce a replacement and handle the commercial side with the courier. You do not need to chase it.

What to have ready

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

• Practice name
• Patient name
• Case number
• The consignment or air waybill number
• What the courier tracking currently says
• Patient appointment date and how long until it
• Clinic delivery address

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.