FAQs

Do you have any physical store locations in my area?

We offer Same Day Shipping if Ordered by 2 P.M Eastern Standard Time - we do not have a retail store near you but can have your Shoe Insoles and/or Sandals usually to you within 2-3 days. TheInsoleStore.com is an online store that ships worldwide everyday out of Charlotte, North Carolina. For the best customer service, orders can be placed 24/7/365 at 866-858-1293 and/or we can assist at [email protected]

What size Insoles and/or Sandals should I order?

The most accurate size can be obtained by getting your feet measured at a department store or shoe store. Insoles typically are made to fit up to 2 shoe sizes and are trim-to-fit. Sandal sizes are not uniform and do vary by sandal manufacturers. The difference between sandal lengths is approximately 1/3 inch and the difference between widths is approximately 1/8 inch. As an example, if you wear a size 8 ½ shoe, you need to go up to a shoe insole or sandal size that covers a shoe size 9. We also have a sizing guide on our web site. This sizing chart can be used for European or UK to U.S. sizing conversions and has the approximate inches and centimeters per size. Keep in mind that most Insole and/or sandals are medium width. If your shoes are too small or too big, we offer free exchanges. Please contact us and ask for a foot care specialist to assist you with your exchange.

When will I get my order?

Please read our Shipping page to help you estimate your package’s time of arrival.

What is the status of my order?

How do I know if the Insoles and/or Sandals I want are in stock?

Once your order is placed, you will be contacted as soon as possible if the order is not in stock. Once your order ships, you will be e-mailed the tracking number to track the package. If you have any questions, you can always call us at 866-858-1294 or email at [email protected] to check availability.

I need the Insoles and/or Sandals by tomorrow.

Presently, we do not offer overnight shipping; however, by choosing the “Priority Shipping” shipping option during check out, we can get your order delivered within the United States and U.S. Territories within 1-3 days. Order by 2PM Eastern Standard Time to insure Same Day Shipping.

The tracking information for my purchase says that my package has been delivered, but I did not get it.

If the tracking number says the package was delivered but you did not receive it, please check your front, side and back yards. Ask neighbors if they received the package by mistake or if they saw where the UPS or USPS worker put the package. If the package was shipped to an apartment/condo complex or an office building, check with the front desk or management office. If you still do not find the package, call UPS with the tracking information and ask for assistance. Once you have attempted to find the package and it is still missing, call us and we will assist you. Please note: We cannot be held responsible for confirmed deliveries to your address. See our Terms of Use Policy

My bank shows I was charged twice for my order.

What you are seeing is an "authorization" for the charge, not the actual "charge." The authorization is made when you place the order to inform your bank to reserve the funds to complete the purchase. The actual charge replaces the authorization when the order is processed. The actual charge may not exceed the authorization charge.

I received defective Insoles and/or Sandals.

We want you to be 100% happy with your order. You may return defective Insoles and/or Sandals within 60 days of purchase. Please call us at 866-858-1294 or email us at [email protected] about your defective Insoles and/or Sandals and we will set up a free return for you. Normal wear and tear of the Insoles and/or sandals is not considered a defect.

Why does my order say Pending Review?

When an order says it is “Pending Review,” it usually indicates there is something in the billing or shipping information that does not match the (credit) card provided. We will call you if this means that your order will be delayed. If you are concerned about your order, please contact customer service and we can look into it for you.

How do I return the Insoles and/or Sandals?

Please read through our Return and Exchange Policy Page.

How do I exchange my Insoles and/or Sandals?

Please read through our Return and Exchange Policy Page.

I did not receive a packing slip in my box and I need to exchange or return my Insoles and/or Sandals.

Our Exchange & Return Form can be downloaded on our web site. (It is also found on our Return & Exchange page.) Please print the form and fill it out.

I have returned my Insoles and/or Sandals and do not show a credit to my account.

Credits will be issued within 10 business days. We do not refund the shipping and handling costs. Please note: After your credit is processed, it may take an additional week for the funds to show in your account. Most banks take approximately a week to transfer funds on a credit.

I want to send a pair of your Insoles and/or Sandals to someone as a gift but I do not want them to know how much I spent.

Contact our Foot Care Specialists to assist you with your gift.

Can you bill my insurance company or can I use Medicare to buy my Insoles and/or Sandals?

No, we do not work with insurance companies or Medicare directly. However we are authorized to accept certain HSA and/or FSA Credit Cards (or Debit). Unfortunately, individual insurance company policies are constantly changing therefore we cannot provide an active list. Simply place your order and an approval will clarify your company’s acceptance.

I need an Insole with great support and/or extra cushion.

Check out our Insole Guide of additional assistance in determining whether you would prefer an orthotic arch support or cushioned insole.

How do I use my orthotic arch supports in my shoes?

It is suggested that you remove the existing shoe insoles and unlace the shoe completely. Check the length of the new insole against the existing insole, and trim to fit if necessary. We suggest you place the old insole on top of the new insole lining them up at the heel. At the toe, trace against the old insole laying on top of the new to draw a line on the new insole that is underneath. Trim along that line for an accurate fit. Insert the new insole making sure to butt the heel and roll the orthotic into the toe section. Next put the shoes on and stand up, making sure the insert is lying flat. Next, lace the shoes to conform to the unique shape of your foot.

I am normally a 2E to 6E but the Insoles I am looking at is not offered in a 2E. What width do I choose?

Each manufacturer gets to establish their own width standards. Some width sizes are in even numbers and some are in odd numbers. A 2E with one manufacturer might be the same as a 3E with another. Again, the difference between each width size is about 1/8th of an inch. If you wear a 2E to 6E shoe, please choose from one of our wide shoe insoles at Big & Tall Insoles.

My Doctor says I need an Insole and/or Sandal with a good arch support, what would you suggest?

Most of the Insole & Sandal brands we carry have foot care products with excellent arch support. If you have questions on a specific brand or style, feel free to call our customer service staff at 866-858-1294.   In addition, most of our shoes have removable footbeds to accommodate your custom orthotics or over the counter arch support insoles. You can put arch supports insoles into any shoe that has a removable footbed. Shoes with a removable insole or shoes that have extra depth make it easier to put an insole or arch support in them.

What is the difference between a 3/4 arch support and a full length orthotic arch support?

A 3/4 arch support extends from the ball of the foot (right behind the toes) to the heel. A full length insole extends the entire length of the foot. A 3/4 length insole is more appropriate for dress shoes, shoes with non-removable insoles or liners, or those with hammertoes, crossed toes or bunions that may need that extra room. The full length insole offers cushioning the entire length of the foot and is trimmable with ordinary household scissors.

My mom’s feet are very swollen or sensitive, what Insoles do you recommend?

Consider one of our thinner insoles at Replacement Insoles or our sensitive feet insoles: Prothotic Comfort Gel Insoles.

I need arch supports for my child’s flat feet.

Most children’s shoes are built, intentionally, without arch support. They offer a smooth platform for developing muscles, or a nice bed for an upgrade orthotic. Orthotic arch supports for children are perfect for young growing feet because they provide a deep heel cup and arch support to help guide a developing foot for improved foot health, support and stability.

My mom has balance issues or stumbles – do you have a low profile soft insole?

I need a heel insert to raise my heel or extra heel cushion?

Visit our Corrective Shoe Inserts page.

One of my legs is shorter than the other –do you have a leg length discrepancy insole?

For adjustability to fit your leg length discrepancy and a firm base that will not compress, our Clearly Adjustable Heel Lifts are the most popular shoe insert.

I had surgery and I need a temporary shoe insole that provides protection.

We recommend that you follow your doctor’s orders but find that: Turf Toe Steel Insoles offer a full length steel bottom for protection and rigidity or consider our Metatarsal Shoe Insoles for full length heel to toe cushion.

Can I order 2 different size Insoles and/or Sandals?

Yes, please see our Sizing Guide page to insure accuracy.

I am a doctor and I am interested in your referral program.

Please call customer service at 866-858-1294 and ask for Tyler about the program.

Do you offer discounts or volume pricing for large orders?

We have a standard offer of “Buy Any (3) Three Items” to Receive an Additional 10% Off our already discounted pricing (with the exception of Orthoheel, UGG, and Sandals). For large volume or group purchasing please as for a foot care specialist at 866-858-1294 or at [email protected] We send out monthly promotions and a newsletter (or join our Facebook page at: TheInsoleStore.com ) which contain current coupons and notify customers of current sale items. Click here to sign up (need link to newletter sign up here) of our email promotions. We do not sell your email to anyone and you may unsubscribe at any time. We also have a coupon page that lists some of our current insole store coupons and can be accessed on our home page. Coupons change month to month. For our videos check out our Youtube page at: The Insole Store.com Videos Or for our Twitter Link: The Insole Store Twitter Page

Can I order 2 pair of Insoles and/or Sandals and send one pair back if they do not fit?

Yes, you will need to pay return postage for returns. See our Return and Exchange Policy page.

Can I change information about the order I have already placed?

What makes an Insole a diabetic or arthritic shoe insole?

There are two main characteristics of an arthritic or diabetic shoe insole:   • closed cell micro foam or Plastazote Foam Top Coat - added cushion and skin shear protection. • Shore 40 durometer for bottom of foot protection It is important that bottom of the foot is protected by equalizing weight distribution to prevent puncture and/or skin sheer due to thin skin and sensitive feet or the lack of feeling.

What are European or UK sizes?

European and UK sizes are based on a metric measurement. They are not normally available in widths. Please visit our sizing guide to convert to our US Shoe Size listings.

What will happen if I refuse my shipment?

When you place an order, you are making a commitment to purchase that item, and your payment will be processed at the time the order is placed. If your order is returned to us or our manufacturer, and there was no error on our part, or, if you refuse delivery of the package after ordering, you will be assessed a 20% restocking fee. Original shipping and handling charges are not refundable. You will be responsible for the carrier's return shipping charges for refused items that are shipped back to us, our manufacturer, or our warehouse. All such fees will be deducted prior to issuing a credit or refund, or billed to the credit card provided during registration and/or checkout.

What if I want to cancel my order?

TheInsoleStore.com endeavors to expedite all orders to customers as quickly as possible. When you are shopping online, you may cancel your order at any time by just closing the browser window. In the event you have processed the order and find that you need to cancel it, change an item in the order, or change the shipping address, please call us at 1-866-858-1294 or email us at [email protected] . We will make every effort to accommodate a cancellation request as long as the order has not been shipped. If your order has shipped, it cannot be canceled. If for any reason we are unable to make the change before the order is processed and shipped, you will need to return the item at your expense.

Shipping Address Errors and Undeliverable Shipments

It is the customer’s responsibility for entering accurate shipping information when submitting an order through our online ordering system. Be sure to check your information before finalizing the purchase. If you discover that an error was made in your shipping address contact us immediately. We will do our best to correct the address if the order has not shipped. If the order has been shipped and we are unable to make any modifications, it is the customer's responsibility to pay all shipping expenses associated with misdirected parcels.   If a package is unclaimed and returned because of unsuccessful delivery attempts, the customer is responsible for paying any additional shipping charges. We do not issue shipping refunds for the original shipment or the return shipment.

Disputed Charges or Chargebacks

If you are not pleased with our service or products for any reason, please contact us immediately. We are happy to work with you to achieve a satisfactory resolution. Please note that you will be charged a $25 bank fee upon our notification of a disputed charge or chargeback with your credit card company. Just like a canceled check or a check with insufficient funds, this fee is paid by the customer as a bank processing fee and is non-refundable.

Warranty Information

From the date of receipt, all shoe insoles, sandals, and/or foot care products sold at TheInsoleStore.com (U.S. orders only) have a 60 day return guarantee (see Return Policy) and as an Authorized Dealer of All Manufacturers that we represent, we honor All Manufacture Warranty’s -that covers manufacturing defects involving materials and/or workmanship and Comfort Guarantees. Please read the entire warranty policy before contacting customer service.