Orders & Logistics
Accessing patient resources and clinical literature
There is a library of documents available on request, covering material safety, biocompatibility testing, the retainer brochure and patient facing FAQs. What is available The Why OneSmile presentation Material safety data sheet Skin irritation test ...
Ordering chewies in bulk
Chewies come in packs of four and bulk pricing is available. Tell us how many you need and where they are going, and we will come back with a quote. What to have ready Start a support request in the OneSmile Concierge chat and include: Practice name ...
Claiming a refund for a late delivery
If a late delivery forced you to reschedule a patient, your practice manager can pursue a service credit from the courier on the practice's behalf. Before you raise it Note the delivery date the courier originally gave and the date the parcel ...
Can aligners be delivered directly to a patient?
Yes, as long as no in-clinic procedure is needed at that stage. Confirm with the treating clinician that no attachment bonding or IPR is due, then ask us to arrange direct dispatch. Important: Check first that nothing clinical is due at this stage. ...
What to do if your aligner delivery is delayed
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 ...
How do I track a shipment?
Open the patient file and go to TPx Connect. Shipping information for each stage is recorded there, including the estimated dispatch date and the consignment number. Copy the consignment number into the courier's tracking page for your country. To ...
Standard aligner delivery timeframes
Standard delivery is a maximum of seven business days from TPx approval to arrival at the clinic. Book insert appointments eight to 10 business days after the date you expect to approve. When the clock starts The seven days start when the treating ...
How do I order retainers?
Open the patient file, go to the treatment plan, select Order, then on the next page select Retainer. You then choose whether to use the last aligner as the model or to submit new scans. Steps Open the patient file. Go to the treatment plan. Select ...