Returns and Exchanges
Orthotic Modification
Since our orthotic devices are custom-made to your foot specifications, they are non-refundable. We highly recommend allowing time to adjust to wearing your new custom orthotics. However, all orthotics are eligible for free modifications and adjustments up to 90 days after the date of purchase. Some scenarios will require more adjustments than others, depending on your specific foot health needs. Our team will work diligently with you until it's right! Please contact Customer Service to schedule a call with our technicians.
Order Cancellation
If you are planning on requesting reimbursement from your insurance company for your purchase with Orthotics Direct, we always recommend cross-referencing your plan's requirements with what Orthotics Direct offers. Please visit our Insurance page for more information. Insurance claim decisions vary from provider to provider and plan to plan, and Orthotics Direct is not able to advise on specific plans or claims. We are also unable to provide reimbursement should a claim be denied. If an order needs to be cancelled after the fulfillment process has begun, a $50 cancellation fee will be deducted. Once we receive a foam impression or Digital Cast and the fabrication process has begun, the order can no longer be cancelled.
All items being returned to Orthotics Direct for a modification must be placed into a shipping box and can be sent by a courier/postal service of your choice. Our Customer Service Team will email you the return address label and the Authorization Documentation to include in your shipment. Modifications are unable to be processed without Modification Authorization Documentation.
To begin any process,
Please contact our Customer Service team by email or phone.
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