FAQ

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FREQUENTLY ASKED QUESTIONS

Frequently Asked Questions

What is the 120 Return Policy?

We suggest taking advantage of the full 120 Days Return policy. For most folks, the new orthotics will feel uncomfortable at first and for others they may feel great! Regardless of what they feel like right off the bat, it is so important to ease your body slowly into wearing them. The orthotics are changing the way the muscles in your feet work and the way your foot has been functioning since you began walking.

It’s important to remember not to be discouraged if you don’t get used to them right away. It can take up to 4 weeks before you actually feel completely comfortable wearing your orthotics all day long.

Our pedorthist suggest you begin “breaking in” your orthotics by wearing them for only 2 hours the first day. 2-4 hours the second day. 6-8 hours after 48 hours. After a few days, you should begin increasing the time by 1 hour and so forth, until you no longer feel them in your shoes. You have a full 120 days / about 4 months to get use to your new orthotics.

Most people find immediate improvement, but everyone is different. Keep in mind that your feet have been functioning in a specific way for years, and the foot, knee and lower back pain you have been experiencing is the result of this misaligned functionality. Essentially, your new custom fitted orthotics are meant to realign your foot to eventually relieve your pain and fatigue and thus break-in your body to the orthotics themselves.

We also suggest you do not wear them for any strenuous physical activity until you feel completely comfortable with wearing your orthotics all the time. If you overdo it, you may experience sore feet, ankles, knees, hips, and even lower back pain. These are clear signs that you’ve worn your orthotics too much, too soon.

If you are still experiencing difficulty wearing them all day after about 4 weeks of “breaking in” your orthotics, please contact us. We’re here to help. Remember, you have a full 120 days / about 4 months to get use to your new orthotics.

What should I do if my FSA or HSA card is declined?
If your card is declined, contact your employer or plan administrator for the account. The majority of card declines are because FSA funds have expired, new FSA/HSA cards have been issued, or the accounts have not had funds placed in them yet. Generally, you can find the number to your plan administrator on the back of your FSA or HSA card.
How much time does will it take to get used to “breaking in” my new orthotics?
How much time does will it take to get used to “breaking in” my new orthotics?

Our pedorthist suggest you begin “breaking in” your orthotics by wearing them for only 2 hours the first day. 2-4 hours the second day. 6-8 hours after 48 hours. After a few days, you should begin increasing the time by 1 hour and so forth, until you no longer feel them in your shoes. You have a full 120 days / about 4 months to get use to your new orthotics.

Most people find immediate improvement, but everyone is different. Keep in mind that your feet have been functioning in a specific way for years, and the foot, knee and lower back pain you have been experiencing is the result of this misaligned functionality. Essentially, your new custom fitted orthotics are meant to realign your foot to eventually relieve your pain and fatigue and thus break-in your body to the orthotics themselves.

For most folks, the new orthotics will feel uncomfortable at first and for others they may feel great! Regardless of what they feel like right off the bat, it is so important to ease your body slowly into wearing them. The orthotics are changing the way the muscles in your feet work and the way your foot has been functioning since you began walking.

It’s important to remember not to be discouraged if you don’t get used to them right away. It can take up to 4 weeks before you actually feel completely comfortable wearing your orthotics all day long.

We also suggest you do not wear them for any strenuous physical activity until you feel completely comfortable with wearing your orthotics all the time. If you overdo it, you may experience sore feet, ankles, knees, hips, and even lower back pain. These are clear signs that you’ve worn your orthotics too much, too soon.

If you are still experiencing difficulty wearing them all day after about 4 weeks of “breaking in” your orthotics, please contact us. We’re here to help. Remember, you have a full 120 days / about 4 months to get use to your new orthotics.

Can I use my FSA or HSA cards to purchase my orthotics?

Yes, you can use your FSA or HSA card as a payment.

Can I return an order purchased using a FSA or HSA card?

Yes. A refund will be issued to the original FSA/HSA card.

What if I have trouble paying with my HSA or FSA card?

Purchasing ineligible products or services with the card may require you to report them and pay additional taxes. Contact your plan administrator or employer for more information. Contact your plan administrator or employer for more information on what items are eligible for purchase.

What is an FSA or HSA?

Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) are health benefit accounts that allow you to contribute a portion of your salary or wages (before taxes) to cover medical expenses that you would otherwise pay for out of pocket. If you’re unsure whether or not you have an FSA or HSA, please be sure to check with your employer or plan administrator.

If I buy more than one pair, can I mix & match the type of orthotics I want?

If I buy more than one pair, can I mix & match the type of orthotics I want?

Yes. When you click the “Buy Now” button under any order request that is larger than one pair, you will see the options to mix and match.

Do you ship internationally?
Do you ship internationally?

No, currently we do not ship outside the U.S.

How much will it cost to send the foot print kit?
How much will it cost to send the foot print kit?

$0. FREE. Shipping is pre-paid! We pay to ship the kit to you and we pay to have it returned by including a pre-paid return label.

How long does it take to receive my orthotics after I ship them back?
How long does it take?

You should receive them 14 days after we receive impression kit with your foot print and the outline of your current shoe insert.

How do I return my orthotics?
How do I return my orthotics?

Call or email: urthotics@gmail.com. Let us know you would like to return your orthotics, and we will email you  a pre-paid stamp for you to use to return the orthotics.

Can I return my orthotics?
Can I return my orthotics?

If you are not satisfied with your orthotics you can return them within 120 days from purchase. 

Can I wear my custom orthotics in different shoes than the ones they were made for?
Can I wear my custom orthotics in different shoes than the ones they were made for?

We highly suggest against it which is why we offer multiple packages for a additional pairs. It all depends on the shoe type. For example, an orthotic made for running shoes will usually be too big for a dress shoe. 

How do I clean my orthotics?

How do I clean my orthotics?

You can hand wash your orthotics and let them dry naturally. We recommend using rubbing alcohol with a soft rag and then letting it air day. Never submerge them in water or use a dryer. Never put them in the dish washer.

When wearing the orthotics for the first time I felt discomfort. Does that mean they don’t fit?
When wearing the orthotics for the first time I felt discomfort. Does that mean they don’t fit?

No. You should feel your orthotics affecting your foot in a variety of ways that may include a feeling of temporary discomfort. This means that the insoles is trying to hold the foot in the position it needs to be in, and the body may need time to adjust. We suggest wearing them for a few hours a day until you get adjusted.

How long do they last?

How long do they last?

12–24 months – Your new orthotics should last as long as your favorite everyday shoes and in some cases much longer.

Will they fit my shoes?

Will they fit my shoes?

Yes. Our specialization is in making custom orthotics that fit your shoes the first time. Your orthotics are made according to a template of the footwear you specified but may still need a little ‘tweaking’ to fit them exactly. If your shoes have a removable insole or footbed, then take this out and use it to draw a line around the the top cover of the box and write a L for the left sole and and R for the right sole.

Will I need to take another impression of my foot when ordering additional pairs of orthotics?
Will I need to take another impression of my foot when ordering additional pairs of orthotics?

No. We convert your foot impression into a digital 3D image that we store indefinitely so no need to take another impression. However we do recommend that you take a fresh impression every 2 years as your foot shape can change.

Can the order be completed without an outline of the current insert of my shoes?

Can the order be completed without an outline of the current insert of my shoes?

No. The outline of your shoes is an essential part of the design process and we cannot go ahead without them. We assure you that it will be easier to insert your new insoles if you provide this outline.

Why is my shoe size and style important?

Why is my shoe size and style or current shoe insert important?

The style and size of shoes vary between different manufacturers, and we take that into consideration when designing your custom orthotics.

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