Orthotics Lab Turnaround Time: What Clinics Should Measure

Why a turnaround figure means nothing without a definition

Clinics compare labs on turnaround all the time, but the numbers rarely measure the same thing. One lab counts business days in production after it accepts a file. Another counts calendar days from when a foam box arrives. A third quotes door to door. Unless you know where the clock starts and stops, two turnaround figures can't be compared.

Before you compare labs or promise a date to a patient, define the clock.

The seven segments of orthotics lab turnaround

When a lab quotes a turnaround figure, ask which of these segments it covers. Many published figures cover production only (segment 5), and some include review (segment 4). Few include shipping to your clinic.

Production time and shipping time are different numbers

The most common mix-up is treating shipping time as production time. They are separate segments, controlled by different people, and they should be tracked separately.

• Production time depends on the lab's queue, the device type and whether the order was complete when it was submitted. At Orthix, typical fabrication is 5–10 days after lab acceptance.
• Shipping time depends on distance, the carrier and the destination. Lower Mainland clinics can use pickup or courier.

Add the two together and you get the number your patients care about: how long until the orthotics reach the clinic. See how Orthix ships to clinics across Canada for delivery by region.

When does the turnaround clock start?

Start production time at lab acceptance, not at submission. Submitting an order sends it to the lab for review. Accepting it means the lab has what it needs to begin.

At Orthix, the lab accepts an order when it confirms acceptance in the app or by email, or when production starts. If something is missing, such as an unclear capture or an incomplete prescription field, the lab may pause the order and ask you for it before accepting. Production and shipping timelines are estimates unless Orthix confirms a date in writing (Terms).

For your own tracking, log two dates on every order: when you submitted and when the lab accepted. The gap between them shows how often your orders need a second pass.

What adds days to orthotics lab turnaround

• Incomplete or unclear foot captures that need a retake, sometimes after the patient has left
• Missing prescription fields: shoe type, device length, posting, top cover or additions
• Unclear product choices that need a message to clarify
• Drafts left unfinished in the clinic
• Foam impressions in transit to the lab (digital orders skip this)
• Device type and finishing work
• Peak volume at the lab
• Carrier delays and weather on the way back to your clinic
• Remakes and adjustments (track these separately; see below)

The first five are largely in the clinic's hands. Our orthotic prescription form guide lists the fields a lab needs to accept an order the first time.

How digital ordering cuts the waiting you control

Digital ordering doesn't change how long fabrication takes. It removes the waiting before and around it.

• No transit to the lab. In the Orthix app you complete the online assessment, capture both feet on a phone or iPad, the app generates a 3D model, and you submit. The order reaches the lab when you press submit.
• Complete orders. The structured online assessment replaces paper forms, so the lab gets the same fields on every order. You can review the 3D model with your patient before you submit.
• Status without phone calls. Track each order in the app and message the lab on the order itself.
• Reorders from the record. A repeat pair starts from the patient's digital record instead of a new impression.

Foam impressions are still accepted as a secondary option, but they add courier time before the lab can review the order. You don't need a dedicated scanner to order digitally. See orthotic scanner options.

How to compare turnaround between labs

Ask every lab the same six questions:

1. Is the figure in business days or calendar days?
2. Does the clock start when the order is submitted, received or accepted?
3. Does it cover production only, or delivery to your clinic?
4. How long does shipping to your city take, and which carrier is used?
5. How are remakes and adjustments timed?
6. Will the lab confirm a date in writing for an urgent order?

Put the answers side by side in our free orthotics lab comparison tool. Leave a field blank when a lab can't answer it.

Measure remakes separately

A remake is not the same as first-pass turnaround. Track:

• Remake rate
• Reason codes: fit, prescription change, capture issue, footwear constraint
• Extra days from remake request to reship

If remakes are folded into one average, you can't tell whether the lab or your own process is causing the delay. See how to reduce orthotic remakes.

A turnaround worksheet for your next 20 orders

Then work out three medians: submitted to accepted (your order quality), accepted to shipped (production) and shipped to received (shipping). Use medians rather than averages, because one holiday week or rush order can skew an average.

What to tell patients

Helpful phrasing

• "We'll send your order to the lab today. The lab reviews it first, and we'll confirm a date once it's accepted."
• "If the lab needs a clearer capture or a missing detail, we'll sort it out quickly so your order isn't held up."
• "We'll call you as soon as your orthotics arrive at the clinic."

Phrasing to avoid

• "They'll be ready in five days" before the lab has accepted the order
• Counting from the day you submitted
• Any date the lab hasn't confirmed in writing

Limitations

This guide is about clinic operations. It isn't a service-level agreement, and it doesn't promise clinical outcomes. Device type, lab volume, incomplete orders and carrier delays can all change timing.

Takeaway

Split turnaround into production and shipping, start the clock at lab acceptance, and compare labs on the same basis. That's how clinics give patients dates they can keep.

Order online with Orthix. Register your clinic, complete the online assessment, let the app generate a 3D model and submit. Register Your Clinic · Book a Demo