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 purchase 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 or exchanges for all insoles, inserts, and footwear provided that we receive your return request within 60 days of your original purchase date.
To be accepted for return or exchange, your merchandise must be in the same original purchase condition as you received the product. This includes the condition of the product itself as well as all product packaging, marketing materials, instructions and documents, and all included parts and accessories. Any item that you receive with tags must be returned with all tags intact and attached. All product packaging and included materials must not be defaced or destroyed in any way.
Merchandise returned to us in used, worn, damaged, or otherwise non-resalable condition; merchandise returned to us with defaced or missing packaging; and/or merchandise returned to us with missing warranty information, tags, instructions, or marketing materials may make your return unacceptable. Please do not tape product packaging/boxes shut or tape labels directly onto product packaging, as this will be considered defacing the product packaging. Returns that do not meet our acceptable criteria may be returned to you without refund, be eligible for store credit only, or be subject to a damaged item fee.
Due to sanitation reasons, we cannot accept any returns for socks, sleeves, wraps, or other similar products after the product packaging has been opened. We also cannot accept returns for any cleaners or adhesive products.
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:
Online Insole Sales
1947 Bancroft Street
Charlotte, NC 28206
Please allow 10-14 business days from the time you ship your return to allow for us to receive and process your return/exchange. 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, minus a flat $1.00 processing fee for each returned item. Note: This processing fee is waived on all exchanges.
If you received a “Free Shipping” promotion on your order and you choose to return that order for refund, please be aware that we will deduct the cost of an Economy-class shipment from your refund. Per our Shipping Policies, this will be a $5.95 deduction for returned orders that originally received a “Free Shipping” promotion. However, if you make only a partial return of your order and the portion you keep would still qualify for free shipping, we will not deduct any shipment fees from your refund. If you paid for shipping when you placed your order, we will not deduct any additional shipping fees; however, your original shipping cost will not be refunded.
If your order received a discount promotion and you make a partial return of your order, if the portion of your order that you keep no longer qualifies for the original promotion, any discounts no longer applicable may be deducted from your refund. This includes our “Buy 3, Save 10%” promotion as well as all other item quantity-based discount promotions.
WHAT TO EXPECT WHEN MAKING AN EXCHANGE
We do not charge any processing fees for exchanges.
If you are exchanging a returned item for an item of lower cost, we will refund the price difference to the payment method used on the original order. If you are exchanging a returned item for an item of higher cost, we will contact you for payment information for the price difference, or you can select “Charge Original Payment Method” on your RMA Form to authorize us to simply bill the payment method used on your original order. If neither option is chosen and you are exchanging for a higher-priced item, we will automatically attempt to bill the original purchase method.
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 when you receive it, we will be glad to issue you a replacement of the same product 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.
RETURNING PRODUCTS WITH MANUFACTURER WARRANTY
As an authorized and trusted 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 included documentation. Please follow all return instructions provided by the manufacturer when making your return. Many manufacturers will instruct you to submit your warrantee/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 MERCHANDISE
All items purchased from our Clearance and Deals page or during any closeout promotion sales are done so on an "All Sales Final" basis and are not eligible for return or exchange. If an item purchased from our Clearance and Deals page 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. However, we will still honor all manufacturer warranties and satisfaction guarantees on clearance merchandise.
REFUSING SHIPMENT UPON DELIVERY ATTEMPT
We at TheInsoleStore.com do everything we can to get your order to you as quickly and accurately as possible. Upon delivery attempt, should you choose to refuse delivery of the shipment and force the carrier to return the shipment to us, 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.