Returns & Exchanges
What is considered defective or damaged?
Damaged refers to the condition of the product itself upon arrival. Defective is breakage of undue damage to the product within the first 30 days of use. If you have any questions regarding damaged or defective merchandise, please feel free to ...
Can I send something back with my return that I didn't book online?
Please create a new request for any separate items. If the item is ineligible for return, no refund or exchange will be processed. Please refer to our FAQ on items that can and cannot be returned for details on eligible returns. Any items returned ...
I want to return an item that I purchased on Clearance
Unfortunately, we cannot accept returns for items that do not meet our acceptable returns criteria. As listed on Clearance product pages, Clearance items are final sale and not eligible for return.
What can be returned?
What can be returned? Wear Test Guaranteed Merchandise Any product with a Wear Test Guarantee can be returned within the specified timeframe, even if worn, used, trimmed, molded, or otherwise not in “new” condition in the event that they simply don’t ...
How do international returns differ from domestic returns?
The only difference between international returns and domestic returns is that we do not provide prepaid return shipping labels for international returns. We apologize for any inconvenience. You can find details in our full Return Policy. We are ...
I returned my purchase for a gift card, but I lost the gift card information.
That's no problem at all! Contact us, and we'll be happy to resend the information to you.
The product I want to exchange for is out of stock. What do I do?
We apolize for the inconvenience. We try very hard to ensure that all products are always in stock and available. You have two options: Make your return, select "Exchange for a different product," and enter the currently out-of-stock product as the ...
How do exchanges work?
If you are exchanging for a different variant of the same product (different size, width, color, etc.) then the exchange is free of charge. If you wish to exchange for a higher-priced product, all you'd pay is the difference in price. We will send ...
How do I mail my prepaid return package with USPS?
USPS offers several ways to collect your return using our prepaid return shipping label. If your return fits in your mailbox or can be handed to your mail carrier, you can include it with your normal mail pickup. You can drop off your package at any ...
How do prepaid return shipping labels work?
The labels are already paid for, so there is no need for you to purchase a return shipping label. The labels work with the United States Postal Service. You can create a label by booking your return through our Return Portal. All you need to do once ...
Is return shipping free?
Is return shipping free? Yes! We're happy to offer prepaid return shipping labels for domestic returns. Prepaid return shipping labels are automatically generated for you when you create a return online through our Return Portal. For more ...
My insoles squeak!
Sometimes if your insoles make a squeaking noise while you are walking, you can take them out and put them back in. If they still make noise, you can add a little bit of baby powder to your shoes. If you seem to be having a hard time keep your ...
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. We cannot refund your purchase to another payment account. If your original payment account has been closed, we will issue a store credit for ...
My shipment contained a wrong item
We try our absolute best to ensure that every one of our shipments is 100% accurate. However, in the event that a package you receive contains a product that is different from what you ordered, please contact our customer service team at 866-858-1294 ...
I returned an item, but I haven't received my refund.
Please allow 5-7 business days upon arrival at our warehouse to fully process and/or refund your returned merchandise. Once your refund is processed, it may take an additional 1-3 business days for the credit to show in your account, depending on the ...
My order contained a defective item.
We replace any items that you receive defective or damaged upon delivery free of charge. Please contact our Customer Service team at 866-858-1294 or via our Contact Us form and we will be happy to assist you in replacing your defective/damaged ...
How do I make a return or exchange?
Need to return your purchase? We make it easy here at TheInsoleStore.com! With free return shipping, free exchanges, wear-test guarantees, and 60 days from delivery to make your return, you can feel confident in your purchase knowing that any returns ...
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How do I make a return or exchange?
Need to return your purchase? We make it easy here at TheInsoleStore.com! With free return shipping, free exchanges, wear-test guarantees, and 60 days from delivery to make your return, you can feel confident in your purchase knowing that any returns ...
There are so many products to choose from. How do I pick the insole that's best for me?
It is our commitment to carry every style and every size from every major manufacturer to best serve everyone. However, we realize that this can make it daunting to find the right product. By following the steps below, we can get you on the right ...
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 trim ...
My shipment contained a wrong item
We try our absolute best to ensure that every one of our shipments is 100% accurate. However, in the event that a package you receive contains a product that is different from what you ordered, please contact our customer service team at 866-858-1294 ...
How do I create or sign in to my rewards account?
You can sign up for an rewards account by either clicking on the round blue star button on the bottom left of your screen, this will prompt you to either create a TheInsoleStore.com account or to login to your existing account. Once your are logged ...