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Frequently Asked Questions

Find the answers to all frequently asked questions here!

Click on any question below to see that question's answer!

Shopping and checkout questions:

Do you have any physical store locations in my area?

TheInsoleStore.com does not have any physical store locations at this time. However, we promise same-day shipping on all orders placed before 2:00PM ET Monday-Friday, and next-business-day shipping on all other orders. We can often have your order to your doorstep within 2-5 days from time of shipment (depending on your chosen shipping method). See "When will I get my order?" below for an explanation of our shipping policies and timeframes.

When will I get my order?

If your order is shipped with our Free Shipping or Economy Shipping method, your order is estimated to arrive within 3-6 days from the date of shipment. If your order is shipped with our Priority Mail shipping method, your order is estimated to arrive within 2-3 days from the date of shipment. If you are an international customer, we ship via USPS First Class International Mail, and you should expect to see your order within 10-14 days depending on customs processing times and your country's postal service speeds.

We ship all orders placed before 2:00PM ET on the same day that the order is placed; all orders placed after 2:00PM ET, on a weekend, or on holidays will be shipped next business day.

Orders qualifying for any "Free Shipping" promotion, including our everyday "Orders over $20 get Free Shipping" perk, will be sent First Class Mail by default; larger orders qualifying for a "Free Shipping" promotion may be upgraded to Priority Mail free of charge.

You will receive an email shipment confirmation, containing your order's tracking information and shipment details, as soon as the order is shipped from our warehouse.

Please allow 10-14 days for domestic (U.S.) orders, and 30 days for international orders, before contacting our Customer Service team regarding the status of your order's shipment.

I need my order by tomorrow.

Presently, we do not offer overnight shipping. However, if you place your order before 2:00PM ET and choose Priority Mail as your shipping method, we estimate that your order will reach you within 2-3 days.

What is the status of my order?

Once your order has been shipped from our warehouse (same-day for orders placed before 2:00PM ET; next-business-day for orders placed after 2:00PM ET, on weekends, or on holidays), you will receive an email shipment confirmation, sent to the email specified when placing your order, containing your order's tracking information and shipment details.

You will also be able to track your order via your account on our website. Please be advised that your order may take up to 24 hours to be updated online. Our shipment confirmation email is the fastest method in which to provide you with your shipment tracking information.

If you have any questions about your order status, you may contact our Customer Service team at 866-858-1294, via our Contact Us form, or at [email protected].

Will I be notified when my order ships?

Yes. As soon as your order is shipped, you will receive an email shipment confirmation, sent to the email specified when placing your order, containing your order's tracking information and shipment details.

You can expect your order to be shipped same-day for orders placed before 2:00PM ET Monday-Friday. All other orders will be shipped first-thing on the next business day.

Can you bill my insurance company/can I use Medicare to make my purchase?

No. We do not work with insurance companies or Medicare directly. However, we can accept certain HSA and/or FSA credit/debit cards. Becuase individual insurance company policies are always changing, we unfortunately cannot provide an active list of which providers will be accepted. Please contact your HSA/FSA provider for clarification, or try placing your order using your HSA/FSA card to determine whether or not your order can be processed.

I want to make a purchase to send as a gift, but I don't want the recipient to know how much I spent.

By default, our shipment packing slip includes the price of the products ordered to serve as a receipt for your purchase. If you wish for us to send no packing slip or a packing slip without price information, we are happy to make a special arrangement. Please contact our Customer Service team at 866-858-1294, via our Contact Us form, or at [email protected] prior to placing your order to best ensure that we can meet your request.

I want to change or cancel my order.

To cancel or make changes to an order that you have already placed (but which has not already shipped), please contact our Customer Service team at 866-858-1294, via our Contact Us form, or at [email protected] for assistance. We will make every effort to hold your order in order to make your requested alterations/cancellation, but please be aware that we cannot, under any circumstances, make changes to or cancel an order that has already shipped. You will receive an email confirmation as soon as your order's shipment has been processed, and your TheInsoleStore.com account will be updated shortly thereafter (see "What is the status of my order?" above for more information).

If your order has already shipped and you wish to make a return or exchange, please see "How do I make a return or exchange?" below for details.

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

If your order was confirmed delivered to your address but you did not receive the order, please be sure to check areas commonly used by postal carriers to stow packages when the package receipient is not at home: your front stoop/porch, front garden/bushes, under patio furniture, or around the side of your house. For apartments, please be sure to check with your front office or management to ensure that the carrier did not deliver the order to the front office in your absence. If you still are unable to locate the package, please contact our Customer Service team at 866-858-1294, via our Contact Us form, or at [email protected].

My order contained a defective item.

We replace any items verified defective or damaged upon delivery free of charge. Please contact our Customer Service team at 866-858-1294, via our Contact Us form, or at [email protected] and we will be happy to assist you in replacing your defective/damaged merchandise. Normal wear and tear of merchandise is not considered to be a product defect.

How do I make a return or exchange?

To qualify for a return or exchange, items must be in the original purchase condition including the original packaging, documentation, manuals, and all parts and accessories. Any item that you receive with tags must be returned with all tags intact and attached. All packaging must be unmarked and not defaced in any way (please do not tape insole or shoe boxes shut, as this could harm the packaging when removed upon receipt of your return). Returned merchandise that does not meet these requirements may be subject to a damaged goods fee, only qualify for a store credit, or be sent back to you with no refund issued.

To make your return or exchange, please first complete our RMA Form: Click here to access form. Upon completing the form, please ship your return merchandise and completed RMA Form to:
Online Insole Sales
Attn: Returns
1141 Hawthorne Lane
Charlotte, NC 28205

If you received damaged or defective merchandise with your order, please see "My order contained a defective item" above for instructions on how to receive a replacement of the damaged/defective item.

I did not receive a packing slip with my order.

If you want a copy of your packing slip for your records and did not receive one with your order, we will be happy to email you a copy at your request. Please contact our Customer Service team at 866-858-1294, via our Contact Us form, or at [email protected] for assistance.

If you need to make a return or exchange, a packing slip is not necessary to make your return/exchange. Instead, please see "How do I make a return or exchange?" above for instructions on how to make your return/exchange.

How will I know if an item is out of stock?

We try our absolute best to provide accurate, up-to-date availability information on our store. If the item is available to add to your shopping cart, it is available in our warehouse. If an item is available for pre-order only, this information, as well as the expected availablity date of the item, will be be featured prominently on the product page. If, for whatever reason, a purchased item is ever found to be on backorder/out of stock, we will promptly notify you.

I returned an item, but I do not see a credit to my account.

Please allow 7-10 business days past the date we receive your return to fully process your refund. Once your refund is processed, it may take 2-3 days for the credit to show in your account, depending on the speed of your banking institution.

I want to make a return and have the credit applied to a different card.

For security purposes, we must refund the original payment method used when you made your original purchase.

My bank shows that I was charged twice for my order.

What you are seeing is likely an "authorization" for the purchase. An authorization is made during any credit card transaction to notify your card issuer/bank to reserve the funds in order to complete your purchase. The actual charge will replace the authorization once the bank completes the transaction, and the charge amount cannot exceed the authorization amount. In almost all cases, the authorization will clear as soon as the transaction is completed.

If you contact your bank and confirm that you were charged twice, please contact us at 866-858-1294, via our Contact Us form, or at [email protected] for assistance. We will be happy to resolve the issue.

I provided an incorrect shipping address on my order and did not notice until after the package was shipped. What happens now?

We trust that the information you provide to us upon checkout is accurate, and we use the shipping address you provide to process the shipment of your order. If you notice that your shipping information is inaccurate and your order has not shipped, please see "I want to change or cancel my order" above and contact us at 866-858-1294, via our Contact Us form, or at [email protected] as soon as possible to correct your shipping information.

If your order has already shipped, there is a good liklihood that the order will be returned to sender upon unsuccessful delivery; in this case, we will contact you to receive updated shipping information and attempt to resend your order upon receipt of the original order to our warehouse. If, for whatever reason, the order is confirmed delivered to the address you specified at checkout, we cannot process a replacement to an updated address without processing payment for a second order.

What happens 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 you refuse delivery of your order during delivery, you will be assessed a 20% restocking fee upon receipt of the refused package at our warehouse. Original shipping and handling charges are not refundable, and the actual cost of shipping will be deducted from any orders shipped with a "Free Shipping" promotion. You will be responsible for the carrier's return shipping charges for refused items that are shipped back to us. 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.

I'm going to initiate a chargeback or dispute with my bank.

If you are not pleased with our service or products for any reason, please first contact our customer service team at 866-858-1294, via our Contact Us form, or at [email protected]. We pride ourselves on a great shopping experience, and we are absolutely willing to work with you to resolve any complaints you might have.

If you initiate a chargeback on the basis that we are enforcing our stated website Terms of Use, store policies, shipping policies, or return/exchange policies, please be aware that we have the right to dispute your chargeback.

General product questions:

My doctor says that I need an insole/sandal with good arch support. What do you suggest?

Most of the insole and sandal brands we carry make products with excellent support. If you are looking for insoles to assist with a specific foot condition, the best place to start is our Pain Relief Insoles page; you can use the "Shop By" bar on the left-hand side of the page to select products suitable for a specific foot condition, activity type, arch height, arch support type, and more.

When choosing an orthotic arch support, it is important to keep two factors in mind: your foot arch height, and the insole's arch support type.

Arch height is generally divided into three categories: high arches, medium/neutral arches, and low arches. If you need assistance discovering your arch height, please refer to our Know and Find Out Your Foot Arch Type educational video.

Arch support type is generally divided into four categories:

  • Flat Cushion—A flat, cushioned insole without any arch support.
  • Cushioned Arch—An insole that uses only thick cushioning to provide arch support.
  • Semi-rigid Orthotic—An insole with a semi-flexible plate to help provide arch support.
  • Rigid Orthotic—An insole with a completely rigid plate to provide arch support.
Once you know your arch type and the arch support level that you need, finding the right insole for you is as easy as narrowing down our products to the foot condition, arch height, arch support type, and activity type you need!


If you have any trouble finding an insole to fit your needs, please see "Do you make personalized product recommendations?" below for details on how to receive more information to help you make your purchase.

Do you make personalized product recommendations?

Yes. The best way to get in touch with our product specialists about a presonalized recommendation is via our Contact Us form (choose "Product Question" from the drop-down menu). Please provide as much information as possible to help our specialists in making a selection, including your foot arch height, any foot conditions (if any) that you suffer from, the activity/activitites you would primarily be using the insole for, and the arch support level you find most desirable (if you already know), and the type of shoes you would be using the insoles in most often. Our specialists work Monday-Friday from 8:00AM ET until 2:30PM ET, and they will be glad to follow up with you as soon as possible with product recommendations tailored to your individual needs.

What is "pronation"? Is it bad?

Pronation is simply the movement of the foot rolling inward as you take a step. This is a natural movement that helps reduce impact shock as your foot hits the ground, and it is both normal and expected that you will pronate as you walk.

Foot problems can arise if you over-pronate (your foot rolls inward too much when you walk) or if you supinate (your foot rolls outward when you walk). In cases of over-pronation or supination, an insole can assist in better stabilizing the movement of the foot to provide you with a more natural pronation.

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

For full-length insoles, you will most often want to replace your existing shoe insole with your new orthotic arch support. Check the length of the new insole against the existing insole, and trim to fit if necessary. For a video guide on how to trime to fit your insoles, please click here. Some thinner full-length insoles may be worn alongside your existing full-length insole without issue.

3/4-length insoles as well as inserts such as ball-of-foot pads and heel cushions are best worn alongside your existing shoe insole. Check the product description or the packaging for the specific product to see whether the insole/insert is best worn on top of or underneath your existing insole.

How do I know what size insole I should order?

Most shoe insoles are designed such that one size insole will be compatible with 2-3 different sizes of footwear. For example, the Spenco Total Support Original Insoles come in 7 different sizes (size #0–size #6) but these seven sizes will cover shoe sizes ranging from a Women's 3 to a Men's 15. For this example, if you wear normally wear a women's shoe size 7, you would choose the size #2 option for this insole, since that size insole corresponds with women's shoe sizes 7-8. Similarly, if you normally wear a men's shoe size 10.5, you would choose the size option #4 for this insole, since that size insole corresponds with men's shoe sizes 10-11.

Full-length insoles are often trim-to-fit, meaning that you may need to trim a portion of the insole to best fit into your footwear. If you purchase a full-length insole like the one in the example above, you may need to trim the insole if your typical shoe size falls on the lower end of insole's corresponding sizing (in the above example, the size #2 insole corresponds to a women's shoe size 7-8; if you typically wear a size women's 7 shoe, you will likely need to trim the insole to allow the best fit in your shoes). Always first try the insole in your shoe prior to trimming; you can always trim additional length off the insole, but you can't add it back!

For our instructional video on how to trim your trim-to-fit insoles, please click here.

3/4-length insoles as well as inserts like ball-of-foot cushions or heel pads generally do not require any trimming or modification to allow a proper fit. For these products, simply choose the size insole/insert that corresponds to the size footwear that you typically wear.

If you are in between sizes, we recommend that you go up to the next highest size.

Of course, if you have any questions, please contact our Customer Service team at 866-858-1294, via our Contact Us form, or at [email protected] for assistance.

My insole won't fit in my shoe, but I bought the insole that's supposed to work for my shoe size.

If you haven't already, you may need to trim your insole to fit your shoe. Most full-length insoles are trim-to-fit and will need to be trimmed before they will work properly in your footwear.

For our instructional video on how to trim your trim-to-fit insoles, please click here.

What are UK and European sizes?

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

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

A 3/4-length arch support extends from the feel to the ball of the foot (right behind the toes). 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 users with hammertoes, crossed toes, or bunions that may need that extra room. Full length insoles offer cushioning the entire length of the foot and are trimmable with ordinary household scissors. For more information on fitting your insoles, see "How do I use my orthotic arch supports in my shoes?" above.

What qualities make an insole a diabetic or arthritic shoe insole?

There are two main characteristics that make an insole a diabetic or arthritic insole: closed cell microfoam or Plastazote foam top coat, and Shore 40 durometer hardness. The top coat conditions ensure that the insole provides both added cushion and skin shear protection, while the hardness rating ensures protection against skin puncture. It is important that a diabetic/arthritic insole evenly distribute weight, protect against skin puncture or skin shear due to thin skin, and provide a soft top coat to best accomodate sensitive feet.

I normally wear shoes that are 2E to 6E in width, but the insoles I am looking at are not offered in a 2E. What width do I choose?

Each manufacturer establishes 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. The difference between each width size is typically about 1/8th of an inch. If you wear a 2E to 6E shoe, please choose from one of our Big & Tall Insoles.

Are arch supports good for my child?

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.

For a selection of children's insoles, please see our Children's Arch Supports page.

I had surgery and I need a temporary shoe insole that provides protection. What would work best?

We recommend that you follow your doctor’s orders but typically find that the Turf Toe Steel Insoles offer the best for protection and rigidity, as they feature a full-length, steel bottom and felt top coat. For heel-to-toe cushioning, you might also consider one of our Metatarsal Shoe Insoles.

One of my legs is shorter than the other. Do you have an insert to assist with leg length discrepancy?

For an insert that can be adjusted to fit your leg length discrepancy and which features a firm base that will not compress, our Clearly Adjustable Heel Lifts would be the best product to consider.

I'm looking for the closest insoles to replace the old insoles in my Sperry shoes. Any suggestions?

Sperry doesn't make replacement insoles for their shoes, unfortunately. Sperry generally has two different insoles that they use in their shoes: a simple leather insole, and a leather/memory foam insole (ASV insole). For the simple leather insole, the best replacement insole is the Pedag Leather Insoles. For the ASV insole, the best replacement insole is the Powerstep ComfortLast Cushioning Insole.

Bulk purchasing and special program questions:

Do you offer any coupons or discounts?

Most of our products are already priced below the full retail price. However, we also provide a 10% discount on all orders of 3 or more insoles (excluding UGG insoles). This "Buy 3, Get 10% Off" promotion for insoles is available on our website every day, and no coupon code is needed to receive the promotion.

Subscribe to our email list to receive special, email-exclusive coupons and offers, and to be notified during sitewide sale promotions. To sign up, simply enter your email in the "Subscribe to our Newsletter" space in the footer of our website.

We also offer a 10% discount on your next purchase when you like us on Facebook. Simply go to our Facebook page and follow the instructions under the "10% Off Your Next Order" tab on the page to receive your coupon code.

If you are inquiring about bulk purchase pricing on behalf of a company looking to make regular, bulk purchases from our site, we can provide you with special bulk pricing. Please see the "I am looking to make regular, bulk purchases. Do you provide bulk purchase rates?" section below.

I am looking to make regular, bulk purchases. Do you provide bulk purchase rates?

Yes. Please send an email to [email protected] outlining the products you intend to order, the frequency with which you expect to order, the intent of your purchases, and any other information to help us determine our bulk purchase rates for you. We will correspond with you about setting up a bulk purchase account for you to automatically receive bulk purchase rates when shopping TheInsoleStore.com.

I am a doctor interested in your referral program. Can I get some information?

Please send an email to [email protected] with your interest in our referral program noted in either the subject or body of the email. We will contact you directly regarding our referral program details.

Do you support associate purchase programs?

Yes. We are happy to set up a program to allow your company's associates to make purchases from our store at a discounted rate. Please send your contact information, company information (including number of associates), and any other pertinent information to [email protected] and we will be happy to work with you to set up the program.

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Online Insole Sales338 S. Sharon Amity Rd. #144Charlotte, NC 28211