Please review and verify your shipping address on all orders. We are not responsible for orders that do not arrive because an incorrect or incomplete shipping address was provided. All initial impression systems are sent to you by United States Postal Service (USPS) First Class Mail with Tracking. Once you receive the initial impression system, it is your responsibility to make the impressions of your smile and send the system back to Brighter Image Lab in the envelope provided (postage paid in the United States only). After the Veneers are completed, you should receive an email with tracking information for their final delivery. For actual veneer shipments, they will be mailed to you by USPS First Class Mail with Tracking, and Signature required.

Typically, delivery for the initial impression system will occur between 2 to 5 business days. You will be required to take your own impressions and ship them back to us. If you use the provided postage from USPS, your impression system will arrive at our lab between 2-5 business days. Our lab requires 30 business days to process the impressions. This time can be shortened by purchasing the optional Express Processing which may lower the processing to 14 business days or Ultra Express Processing which may lower the processing time to 7 days. Once the veneer is completed and passes quality control measures, delivery for the final veneer should occur between 2 to 5 business days.

Tracking information will sometimes show that your package has been delivered, but you haven’t yet received it. If you don’t receive the package within the next few business days:

• See if someone else accepted the delivery on your behalf.
• Look around the delivery location.
• Look for a notice of attempted delivery
• Contact the United States Postal Service (USPS)
• Occasionally initial and final deliveries are returned to us as undeliverable. When the carrier returns an undeliverable package to us, a representative will contact you when possible to verify the delivery address before it is re-shipped. Veneers returned for inability to obtain a Signature shall be deemed delivered and received by you.

Orders that are returned to us as undeliverable are not able to be re-shipped until the delivery address is verified by you. If you suspect your order cannot be delivered as addressed and a representative has not contacted you after 4 weeks from the estimated delivery date, please contact Client Services.

We are not responsible for items lost or damaged during shipping and therefore strongly recommend that clients add insurance to their packages for their full replacement value. In rare instances, your package shows as delivered but you did not receive the package, you must initiate a claim with USPS. Upon completing their investigation, USPS will email you a claim decision letter. You must provide Brighter Image Lab with a copy of the USPS decision letter, prior to any additional action can be taken by Brighter Image Lab.

Reasons for Undeliverable Packages: There are many reasons that a package may be returned to us as undeliverable.

• Address is a P.O. Box.: We do not ship to P.O. Boxes, all orders must be shipped to a street address.
• Incorrect Address: If the address is incorrect or outdated, the package is typically returned to us by the USPS or the unintended recipient.
• Carrier Does Not Deliver to the Address: USPS does not deliver to some addresses and will be returned as a result. For a full list of shipping restrictions at a specific address, please contact the DOS facilities staff at that location or review the DOS restrictions beginning on page 26 here: http://www.state.gov/documents/organization/88704.pdf Address Format.
• Failed Delivery Attempts: Usually USPS makes three attempts to deliver a package. After three (3) attempts, the package will be returned to us.
• Damaged During Transit: If a package is damaged on its way to you, USPS may return it to us without attempting delivery.
• Refused by Recipient: If a recipient is not expecting a package, they may refuse it if they believe it was sent to them in error.

Once a package has been picked up and scanned by USPS, we are not responsible, nor do we have any control over the time frame it takes to be delivered to you.

Double Arch Orders / Staggered Delivery: If you have ordered both upper and lower arch Veneers together, we may choose to send one (1) arch earlier than the other. This can allow for an easier experience when acclimating to the feel of wearing Veneers. Once you have adjusted to and are satisfied with the first arch, we can then send the opposing arch.