Upstep Help Center

Risk-free! 180-day money-back guarantee (applies to custom orthotics), a Lifetime warranty on the shell of your custom orthotics. We’re in this business to improve the quality of your life — and that’s our way of showing we’re committed!

We understand your uncertainty because we’ve seen how a lot of our competitors do business — purporting to make custom orthotics without even taking foot impressions. We can proudly say that our orthotics are 100% custom-made and manufactured by our in-house team of fully licensed podiatrists.

Not to worry, our satisfaction-guaranteed policy means you can either request a redo or get a refund, no questions asked and no supporting proof required. Your comfort and satisfaction are our top priority, which is why we're willing to adjust your custom orthotics as many times as needed until they fit you perfectly.

Of course, that’s exactly what we’re here for! When you go through the order process, there will be an opportunity for you to share your diagnosis and any supporting paperwork directly with our podiatrists.

Any request to change an order requires contacting a Customer Care associate, as we begin to process orders immediately after they are placed. Contact us immediately via live chat, email customercare@upstep.com, or call (800) 945-4770.

While our orthotics rare interchangeable, they only transfer to and from similar shoes. What we design for boots/running shoes will not fit properly inside a slim dress shoe. We offer a 2-pair discount for this reason as most do need 2 pairs.

Custom orthotics that are designed by a podiatrist are made using special materials. Ultimately this means your custom orthotics are built to last longer than any over the counter insole would. The life expectancy of our orthotics ranges anywhere from 1 year to 2 years or longer depending on use. As long as you care for them properly. Heavy wear-and-tear from logging tons of running miles every day may break them down more quickly and shorten their lifespan, but in general, these inserts can go for a while in normal day-to-day wear. When it is time to replace your orthotics, Upstep makes it simple to reorder as we keep your impression on file for 5 yrs and we also offer all of our returning customers a coupon code to use.

We accept all major credit cards and PayPal, as well as FSA/HSA credit cards. If your FSA/HSA account isn’t associated with a credit card, we can provide you with a detailed invoice upon request, to be submitted to your FSA/HSA provider for reimbursement. Unfortunately, we cannot make a health insurance claim on behalf of customers, nor guarantee that a health care provider will cover for an orthotic purchase. We can provide a detailed invoice if you want to apply for your health care provider after placing an order.

Absolutely! We try to make payments as convenient as possible.

Your new custom orthotics will be shipped to you within 10-16 business days of receiving the impression box from you. We care about you, and we want to provide the relief you were looking for when you chose Upstep.

Absolutely! Upstep custom orthotics are designed to help support your arches and absorb the shock of daily activities and even high-impact exercises. This helps you reduce additional injury and avoid repeat shin splints.

Absolutely! Countless people with flat feet rely on Upstep custom orthotics for the support they need to live an active and pain-free life. Your foot impressions will give our podiatrist a clear picture of the degree of arch support you need. You can also share personal messages related to your foot history and lifestyle with our podiatrists before they start crafting your custom orthotics.

Absolutely! Upstep orthotic insoles are 100% custom-made, which means we use your medical history, lifestyle information, and foot impressions to craft orthotics that specifically meet your needs — and alleviate your pains.