Information About the Status of Your Order

At Brighter Image Lab, we believe the more informed you are regarding your order, the better the relationship we will have with you. We created this page to explain what your order status means and to give you an idea of what to expect in the stages that follows. For a more in-depth explanation of the Lab Direct Process, you can visit our True Service Process page.

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Order Statuses Processing Statuses Product Statuses Hold Statuses Return/Redo Statuses

Order Statuses

Order Status Status Description
Order: Received** Order: System Shipping Queue
Order: System Shipping Queue Your Impression System is in queue to be shipped.
Order: System Shipped Your Impression System has been shipped. Please check your email / account for tracking information.
Order: Payment Declined The payment method you provided when placing your order has declined. Please contact us to provide alternative payment. Your order details will be held for up to 48 and will then be discarded.
Order: Canceled Your order has been cancelled. To Re-order, please visit brighterimagelab.com or call 888-257-2455

Processing Statuses

Order Status Status Description
Processing: Impressions Received* We've received your impressions and are working to determine if they are suitable for use.
Processing: Scan Queue Your case is being scanned into a 3D digital model for our designers.
Processing: Modeling Queue Your Veneer(s) are being processed by our advanced digital machining equipment.
Processing: Render Queue Your case is being converted between digital file-types so it can be processed by our 3D manufacturing equipment.
Processing: SnapFit & Polish Your Veneer(s) are being detailed and polished by our lab.
Processing: Quality Control Queue - Stage 1 Your case is entering the first round of quality control. Qualified members of our team are reviewing your case for any possible areas of improvement.
Processing: Quality Control - Stage 2 Your case is in line to be reviewed in detail by multiple staff members. This stage can often take the longest as we are making determinations as to whether there are any possible improvements to be made. During this stage your Veneer(s) may be refit, retouched, re-polished, redesigned, or any combination thereof.
Processing: Case Consult Requested Your case requires additional input and correspondence between departments.

Product Statuses

Order Status Status Description
Product: Shipping Queue Your finished product(s) have been approved for release and sent to our shipping department for processing.
Product: Veneers Shipped Your Veneers have been shipped and you should receive tracking information via email and/or on your account information page.
Product: Veneers Closed Your case is considered complete.
Product: Closed* Your order is complete.

Hold Statuses

Order Status Status Description
Hold: Case Not In Compliance Clients are accepted based on willingness to agree to our Terms & Conditions. Your case has been flagged for failure to adhere to those Terms. Work cannot proceed until your case is in compliance.
Hold: Payment Pending There's been a problem processing one of your payments. Your case is being held pending this payment. Please contact us to resolve the issue.
Hold: Refund Requested You've chosen to request a refund, and Customer Service can no longer access your case.

Return/Redo Statuses

Order Status Status Description
Return: Requested We've received your initial request to start the Return For Adjustment (RFA) process. Please watch for the RFA email and respond with the requested information.
Return Envelope Shipping Queue You are in line to receive a return shipping label.
Return: Label Sent You've been sent an return shipping label and we are waiting to receive your returned product(s).
Return: Received We have received the item(s) returned to us.
Redo Shipping Queue A new Impression System will be shipped to you shortly.
Redo: System Shipped Your new Impression System is on its way. Please check your email or account for tracking information.