You can check your Order History and Order Status at any time in the Account section of the website. You will see My Orders in the left menu of the Account Section, which allows you to view all current and past purchases from Bright Brain.
When your order has changed status, you will automatically be notified via email of the change and any important details related to the update. If you do not receive an email, please check your spam folder and/or add brightbrain.com to the safe sender list of your email service.
ORDER STATUS DEFINITIONS
- New Or Pending Payment - This means your order has been created but no payment has been completed. Once payment is completed, the order status will change to ‘Processing’. If no payment is made, the order will automatically be canceled in the system in 7-10 days.
- Processing - This means your order has been paid for and is ready to start the process of being inspected, packaged, and prepared for shipment and pickup by the postage carrier.
- On Hold - This means your order has been manually placed on hold by our team. This is rare but could be due to a variety of reasons including:
- More information is needed from the customer to ship the order, such as address verification.
- Shipping Delays, possibly caused by low stock or carrier delays such as storms or holidays.
- Placed on hold by the request of the customer.
- Suspected Fraud - This means your order has been flagged by the credit card company or Bright Brain as suspected fraud or invalid purchase.
Depending on the reason that caused this status, Bright Brain will directly contact you via telephone or email/help desk to obtain any extra information required to verify your purchase. This might include verification of your identification or credit card, and should only be done if directly contacted by us through the brightbrain.com domain.
Bright Brain protects our customers and our business from fraud and if required, fraudulent purchases will be forwarded to the proper authorities. -
Complete – Your order has been assigned a tracking number and is undergoing final inspection, packaging, and preparation for pickup by your selected shipping carrier.
You will automatically receive an email with tracking information at the email address used for your purchase.
Important Notes:
Once delivered, another email is sent automatically.
- "Complete" refers only to your Bright Brain order status and does not reflect shipping progress, delivery, or the current location of your package.
- Most orders placed before 1:00 PM CST ship the same day, but pickup may take up to 72 hours, especially on holidays, weekends, or after daily carrier pickups.
- After pickup, tracking updates can take 12 to 48 hours to appear in the carrier’s system.
- Once an order leaves our fulfillment center, Bright Brain cannot modify the order, change shipping details or control transit times.
- Estimated delivery times for all shipping options, including expedited services (e.g., overnight), do not include processing, packaging, and fulfillment time.
- Canceled - This means the order has been canceled; Either at the request of the customer, by Bright Brain, or by the system automatically after expiring without payment for 7 to 10 days.
- Returned - This means your item(s) has been approved for return by our Warranty Team and is waiting to be received and processed by them upon arrival of the shipment to Bright Brain using the instructions provided during the return process.
- Refunded - This means your return has arrived at our facilities and has been processed and refunded by the Warranty Team. Returns can take 7 to 10 business days to process and be refunded after arrival at our facilities. You will be automatically notified when your refund is complete.
If you have additional questions about your order and its status, please do not hesitate to contact us via the Help Desk at any time. We are here to help!