FAQs
Need a quick answer? Check out our most asked questions below.
Insurance Reimbursement
ARE MY ORTHOTICS CLAIMABLE THROUGH HSA/FSA?
Visit our Insurance Reimbursement Page for more details
WILL THE ORTHOTICS BE DISPENSED BY A PRACTITIONER?
Since Orthotics Direct offers a shop from home experience, it excludes the dispensing of the orthotic by a Health Care Provider. If that is part of your policy, Orthotics Direct does not meet their requirement.
WHAT DOCUMENTATION CAN I EXPECT TO RECEIVE?
We provide a payment receipt, Proof of Manufacture, which indicates the casting technique and the materials used to fabricate your custom orthotics, and a Biomechanical Assessment Report.
WILL I NEED A PRESCRIPTION?
It depends on your benefit plan/provider.
However, most plans usually require a prescription. Since Orthotics Direct is a shop from home experience, and there is no in-person evaluation, we are unable to provide a prescription. this can be attained by going to a doctor prior to the purchase of your devices.
Casting Method
WHAT CASTING METHOD DO YOU USE?
We use a foam impression casting method.
A foam impression kit is a tool used to create precise molds of an individual's feet. These kits typically consist of foam material that conforms to the contours of the foot when stepped on.
Once the impression is made, it serves as a basis for crafting custom orthotic inserts or footwear tailored to the individual's specific needs.
These impressions ensure a comfortable fit and optimal support, aiding in the correction of foot-related issues such as arch support or alignment problems.
CAN I REORDER USING MY PREVIOUS CAST ON FILE?
Reordering is simple and there is no need to provide another Foam Cast.
Once your order has been processed, your Foam Cast will be scanned and stored as a Digital Cast.
If your feet have experienced changes (growth, injury, etc.), we recommend taking a new cast.
IS THERE A TRICK TO GETTING A GOOD IMPRESSION?
We recommend that you read the instruction card to ensure you get a good cast.
Check out our Instructional Video.
HOW DO I SEND THE FOAM KIT BACK?
Your Foam Kit will be mailed to you in a box along with a shipping return label.
Simply place the foam kit back into the same shipping box and attach the provided return shipping label and return it via your local post office.
The Ordering Process
HOW LONG DOES THE WHOLE PROCESS TAKE?
Your order will be completed within days as opposed to traditional processes which, can take weeks.
Foam Cast order times are subject to both inbound and outbound shipping times. Once your Foam Cast is received in our facility, we will be able to begin fabrication.
Once your Cast is received, your order will be completed within 7-10 Business days.
DOES THE PROCESS NEED TO BE REPEATED EACH TIME I ORDER?
Not at all. Regardless of the method you initially chose, your cast will be available for future orders. If you use a Foam Cast, it will be scanned and stored with your account to use as a Digital Cast for future orders.
DO I PAY EXTRA FOR SHIPPING?
Orthotics Direct offers free shipping on all outbound orders and returning Foam Kits.
Customers are responsible for all other inbound shipment costs.
Product information
HOW LONG WILL MY ORTHOTICS LAST?
Depending on the amount of wear, your orthotic is effective for up to a year or more - this varies greatly with use.
WHAT TYPE OF TOP COVER DO YOU USE?
We use medical quality top cover materials rather than aesthetic top covers. Our products exhibit moisture-wicking and antimicrobial properties and are hypoallergenic.
HOW DO I KNOW WHICH ORTHOTIC TYPE TO CHOOSE?
When selecting the orthotic, you are choosing a device based on your activity level.
The accommodations that are unique to you, can be made to each orthotic we offer, this is deduced later through a questionnaire.
If you are very active, check out the active orthotics, if you just need them for the casual everyday needs, the everyday orthotic is best!
Take a quick look at each Orthotic, shop by condition, or shop by lifestyle and see which orthotic jumps out at you.
CAN YOU REVOVER, REFURBISH, OR REPLICATE MY OLD ORTHOTICS?
Under many circumstances we can recover, refurbish, or replicate your old pair of orthotics. Please contact info@orthoticsdirect.ca to talk to a customer service representative for more information.
Wearing My Orthotics
WILL THESE ORTHOTICS HELP MY FOOT CONDITIONS SUCH AS PLANTAR FASCIITIS?
Yes. Orthotics play an important role in the management of Plantar Fasciitis and many other conditions affecting the feet, knees and lower back. When it comes to plantar fasciitis, our orthotic insoles are the right choice! In fact, orthotics are the right solution for many types of conditions.
CAN I START WEARING MY ORTHOTICS RIGHT AWAY?
Absolutely! We recommend that you wear your orthotics in gradually, beginning with a wearing period of 1-2 hours and increasing the amount of time worn each day. A more detailed wearing guide will be included in your orthotic package.
WILL THE ORTHOTICS FIT INTO DRESS SHOES?
Our Dress/Formal Orthotic is made for a slimmer dress shoe. It has a lower profile and a slimmer fit. Not every shoe is Orthotic compatible. We recommend footwear with removable liners and every shoe offered by Orthotics Direct is Orthotic compatible
CAN I PUT THE ORTHOTICS IN A SHOE THAT THE LINER DOES NOT COME OUT?
If the liner is not removable, we recommend our slimmer, lower profile orthotic. However, some shoes are simply not orthotic compatible.
WILL I HAVE TO TRIM/ALTER THE PRODUCT?
When you order a Footwear and Orthotic Package your devices are custom fit to the footwear you selected. This is the Orthotics Direct Experience!
If you order the Orthotic device alone, you may encounter the need to trim your top covering.
WILL MY ORTHOTIC FIT IN ALL MY SHOES?
Your orthotic can be moved from shoe to shoe, but depending on the shoe style, it will be more suitable in some shoes than others.
Returns And Exchanges
DO YOU DO MODIFICATIONS?
Yes.
We want you to be 100% satisfied with your Orthotic and we will do what it takes to make it right. Simply contact customer service to arrange a call with our Technicians to discuss your case.
CAN I CANCEL MY ORDER?
If an order needs to be cancelled after the fulfillment process has begun, a $50 cancellation fee will be deducted.
Once we have received your impressions and fabrication has begun for your custom orthotics, the order can no longer be cancelled.
ARE MY ORTHOTICS REFUNDABLE?
We strive to ensure you are happy with your custom orthotics. They are eligible for free modifications and adjustments up to 90 days after the date of purchase.
Since they are custom made for you, they are non-refundable.
CAN I RETURN MY ORTHOTICS IF MY INSURANCE DENIES THE CLAIM?
Unfortunately, your orthotic is custom made and cannot be refunded.
Medical Disclaimer
The information contained on this website is intended for educational, informational and retail Orthotic purposes only. No material on this site is intended to be a substitute or alternative for medical advice, diagnosis or treatment of any medical condition. Accordingly, if you are experiencing present or ongoing pain or discomfort, we encourage you to consult with a medical doctor, physician or other medical professional about your condition.