Upstep Help Center
Call us or drop us a line!

Toll-Free: (800) 945-4770

Customer Service Hours:

Monday - Thursday: 10am - 11pm (EST)

Friday: 10am - 5pm (EST)

Sunday - 10am - 6pm (EST)

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Frequently Asked Questions
Upstep Soultion
What kind of guarantees do you offer?

We offer a risk-free, 120-day money-back guarantee! We also provide a one-year warranty for the top layer of your custom insoles. We’re in this business to improve the quality of your life — and that’s our way of showing we’re committed!

Are they truly custom-made orthotics?

We understand your uncertainty because we’ve seen how a lot of our competitors do business — purporting to make custom orthotics without even taking foot impressions. We can proudly say that our orthotics are 100% custom-made and manufactured by our in-house team of fully licensed podiatrists.

What if my Upstep custom orthotics don’t feel right?

Not to worry, our satisfaction-guaranteed policy means you can either request a redo or get a full refund, no questions asked and no supporting proof required. We try to make this process as worry free and hassle free as possible but one thing to take into consideration is that in some cases, the impression is slightly off and requires that we make it again. Your comfort and satisfaction is our top priority, which is why we're willing to adjust your custom orthotics as many times as needed until they fit you perfectly.

What if I have a specific diagnosis from my podiatrist? Will Upstep still work with me?

Of course, that’s exactly what we’re here for! When you go through the order process, there will be an opportunity for you to share your diagnosis and any supporting paperwork directly with our podiatrists.

Orders
Can I change my order?

Any request to change an order requires contacting a Customer Care associate, as we begin to process orders immediately after they are placed. Contact us immediately via live chat, email [email protected], or call (800) 945-4770.

Are Upstep orthotics transferable between different shoes?

While our orthotics rare interchangeable, they only transfer to and from similar shoes. What we design for boots/running shoes will not fit properly inside a slim dress shoe. We offer a 2-pair discount for this reason as most do need 2 pairs.

How often should I change my orthotics?

Custom orthotics that are designed by a podiatrist are made using special materials. Ultimately this means your custom orthotics are built to last longer than any over the counter insole would. The life expectancy of our orthotics ranges anywhere from 1 year to 2 years or longer depending on use. As long as you care for them properly. Heavy wear-and-tear from logging tons of running miles every day may break them down more quickly and shorten their lifespan, but in general, these inserts can go for a while in normal day-to-day wear. When it is time to replace your orthotics, Upstep makes it simple to reorder as we keep your impression on file for 5 yrs and we also offer all of our returning customers a coupon code to use.

Payment & Insurance
Are your orthotics covered by insurance?

We accept all major credit cards and PayPal, as well as FSA/HSA credit cards. If your FSA/HSA account isn’t associated with a credit card, we can provide you with a detailed invoice upon request, to be submitted to your FSA/HSA provider for reimbursement. Unfortunately, we cannot make a health insurance claim on behalf of customers, nor guarantee that a health care provider will cover for an orthotic purchase. We can provide a detailed invoice if you want to apply for your health care provider after placing an order.

Do you accept FSA/HSA debit cards?

Absolutely! We try to make payments as convenient as possible.

Shipping
How long will it take for me to receive my custom-made orthotics?

We are working around the clock to fulfill all orders without compromising the quality of our product. The average 18 business days are now more like 27-36 business days from the day we receive the impression back. As you know, these are not over the counter insoles and do require a design and production period and unfortunately, that cannot change no matter what is going on around us. We care about you and we want to provide the relief you were looking for when you chose Upstep.

Medical Diagnosis and foot pain
I often experience shin splints, can Upstep custom orthotics help me?

Absolutely! Upstep custom orthotics are designed to help support your arches and absorb the shock of daily activities and even high-impact exercises. This helps you reduce additional injury and avoid repeat shin splints.

I have flat feet, can Upstep custom orthotics help me?

Absolutely! Countless people with flat feet rely on Upstep custom orthotics for the support they need to live an active and pain-free life. Your foot impressions will give our podiatrist a clear picture of the degree of arch support you need. You can also share personal messages related to your foot history and lifestyle with our podiatrists before they start crafting your custom orthotics.

My feet are in constant pain, can Upstep custom orthotics help me?

Absolutely! Upstep orthotic insoles are 100% custom-made, which means we use your medical history, lifestyle information, and foot impressions to craft orthotics that specifically meet your needs — and alleviate your pains.