Returns & Exchanges
Need to return or exchange your purchase? We make it easy at TheInsoleStore.com! With our 60-day Easy Returns Policy, we can accept requests for return or exchange for most merchandise within 60 days of your shipment date.
Please read all details of our 60-Day Easy Returns Policy below before making your return.
WHAT ITEMS ARE ELIGIBLE FOR RETURN OR EXCHANGE?
We can accept returns for either refund or exchange for all insoles, inserts, and footwear, provided that your return meets the following criteria:
- The original shipment date for the merchandise being returned is within 60 days of the date of your return.
- The merchandise being returned is in unworn, unused, untrimmed, or otherwise “new” condition.
- The merchandise being returned includes all the original tags, instructions, packaging, parts, and all other components that were included with the merchandise when you received it.
- The merchandise being returned is not a sock, sleeve, brace, wrap, or other fabric product that is designed to be worn directly against the foot or body.
- The merchandise being returned was not purchased from our Sale/Clearance page and/or was not marked “As Is” or “All Sales Final” at the time the product was purchased.
Returned merchandise that does not meet our acceptable criteria may be returned to you without a refund being given, be deemed eligible for store credit only, or be subject to a damaged item fee that will be deducted from your refund. Please do not tape or otherwise seal product packaging shut and/or adhere shipping labels directly onto product packaging, as this will make your merchandise ineligible for return.
Note: If a product is covered by a manufacturer’s warranty/satisfaction guarantee and the instructions request that the item be returned to original store of purchase, such products are not subject to the criteria above. See section Returning Products with Manufacturer Warranty below for more information.
If your return merchandise meets our criteria, please see instructions for making your return below:
HOW DO I MAKE MY RETURN OR EXCHANGE?
To make your return or exchange, please first complete our Return Authorization (RMA) Form (access RMA Form here). Include this form with your returned product so that we may process your return or exchange. Please be sure to fill out the form as completely and accurately as possible, since an incomplete or inaccurate form may delay the processing of your return/exchange.
Please mail your return item(s) to:
1947 Bancroft Street
Charlotte, NC 28206
If we have any questions regarding your request during the return process, we will contact you using the information provided on your RMA Form.
WHAT TO EXPECT WHEN MAKING A RETURN
Upon receipt of your return merchandise, we will issue a refund to the original payment method for the price of the returned item(s), after all received discounts, original shipping cost, minus a flat 10% returns processing fee. Note: This processing fee is waived on all exchanges.
Please allow 5-7 business days upon arrival at our warehouse to fully process and refund your returned merchandise.
WHAT TO EXPECT WHEN MAKING AN EXCHANGE
We do not charge any processing fees for exchanges.
When you make an exchange, we will place a new order for your requested item(s) using the payment method from your original order and simultaneously process a refund for your returned order. Should you wish to use a different payment method for your exchange order than what was used on your original order, you may request that we contact you for updated payment information on your RMA Form.
In the event that you choose to place your new order before sending back your item(s) for return, please be sure to note your new order number on your RMA Form to have return processing fees waived.
Note: For security reasons, please do not list your full credit card information on our RMA Form. If you wish for us to charge your original payment method when exchanging for an item of higher cost, please list only the last 4 digits of the card for authorization. If you wish for us to use a different payment method when exchanging for an item of higher price, a Customer Service representative will contact you for payment information.
If the item you wish to exchange for is out of stock when we receive your request, we will contact you for information on how you would like to proceed.
If you received a discount promotion on your returned item, we will apply that same discount promotion to your new exchange item as long as the new item is applicable for that promotion.
RETURNING DAMAGED OR DEFECTIVE MERCHANDISE
If an item you receive is damaged or defective upon arrival, we will be glad to issue you a replacement of the same product via priority shipping at no cost to you. Please contact our Customer Service team to get started with this process and have your replacement item mailed to you. Please do not mail your defective item back to us before contacting our Customer Service team, as we will not be able to refund your cost of shipping if you mail the item yourself.
Please note that “wear and tear” is not considered a defect. If a product has a manufacturer’s warranty against defects, please contact the manufacturer about the defect.
RETURNING PRODUCTS WITH MANUFACTURER WARRANTY
As an authorized dealer of each of the brands we carry, TheInsoleStore.com is glad to honor all manufacturer warranties and satisfaction guarantees. If the product you are wanting to return is covered by a manufacturer warranty or satisfaction guarantee, we will honor all the terms and conditions of that guarantee even if the product does not meet the criteria of our standard return policy.
If you are returning a product under manufacturer warranty or satisfaction guarantee, please be sure that your return meets all of the criteria to be eligible for warranty coverage based on the manufacturer's warranty/guarantee information, which may be found on the product packaging and/or in the included instructions or documentation. Please follow all return instructions provided by the manufacturer when making your return, including making your return directly to the manufacturer if requested. Many manufacturers will instruct you to submit your warranty/guarantee claim directly to the manufacturer, not to TheInsoleStore.com.
Please be aware that not all products are covered by a manufacturer warranty or satisfaction guarantee. We can only accept "satisfaction guarantee" returns on products for which the manufacturer offers such a guarantee.
RETURNING CLEARANCE AND "ALL SALES FINAL" MERCHANDISE
All items purchased from our Sale, Clearance, or Closeouts page(s), and/or all items purchased which are marked "All Sales Final" are done so on an "All Sales Final" basis and are not eligible for return or exchange. If any such purchased item is delivered in damaged or defective condition, we will replace the item if possible, or issue a full refund if a replacement is not possible.
REFUSING SHIPMENT UPON DELIVERY ATTEMPT
Here at TheInsoleStore.com, we do everything we can to get your order to you as quickly and accurately as possible, and we also offer Free Shipping on all orders over $20 (when shipped within the United States or to U.S. Territories). Upon delivery attempt, should you choose to refuse delivery of the shipment and have the carrier to return the shipment to us without delivery, a 20% restocking fee will be deducted from your refund. If you received a Free Shipping promotion on your refused order, the shipping and order processing fees that would have been charged upon return will also be deducted from your refund. If you paid for Economy, Priority, or International shipping on your refused order, these will not be refunded as per our regular return policy.
TheInsoleStore.com ships exclusively through the United States Postal Service (USPS). For domestic U.S. customers, USPS will obey all hold mail, stop mail, and other such postal service/delivery requests when attempting to deliver your order to you. In some cases, USPS may hold the package at your local USPS location after several delivery attempts, at which point you will need to either reschedule delivery of the package directly with USPS or pick the package up from the USPS location where it is held.
For international customers, USPS will transfer responsibility of package handling and delivery to your local postal carrier once customs inspections are completed. In some cases, either the local postal carrier or customs may hold the package for pickup. It is your responsibility to monitor the status of your package and to work with your local postal carrier or your country’s customs office in the event of any delivery or customs issues.
In either case, should your package go “Unclaimed” and be sent back to us, a 20% restocking fee will be deducted from your refund once we receive your package back at our warehouse.