Returns & Exchanges
Start a return or exchange at the Orthotic Shop Happy Returns Portal
Note: if your order was prior to 11/18/2023, and you are having issues viewing your order at the Happy Returns Portal, try the old returns portal.
RETURNS
You may return new, unused items with all manufacturer tags still attached by the manufacturer in the original condition within 45 days of delivery for a full refund subject to the stated terms below. Items should be returned in their original new and unaltered product packaging and manufacturer boxes by you.
Return Terms
IF WE MAKE A MISTAKE or the item is deemed DEFECTIVE:
If we should make a mistake or there is a defect in the item received, we will provide you with a postage paid label to return the item to us at our expense and under the shipping method that we choose or authorize. Eligible returns will receive a refund of the full purchase price or substitution with the correct item (your choice). Defects must be verifiable.
IF YOU MAKE A MISTAKE OR CHANGE YOUR MIND
If we made no mistake (we sent exactly what was ordered by you) and you simply ordered the wrong item, size or the item is not to your liking or you just don't want it any longer:
- You are responsible for the cost of returning the item to us.
- If you use our return shipping label for a return that does not have free return shipping we will deduct up to $10 from the refund.
- >Returns must be sent back with the original box and packing materials. If a box is written or returned in unusable or less-than-suitable-for-resale condition your return will also be debited a 20% restocking fee for our time and expense to acquire a replacement box with the correct markings. This include affixing return shipping labels to the shoe-box or other product-packaging.
VIONIC RETURNS
Vionic items have free return shipping for US customers and you have a 30-day comfort guarantee, meaning if you don't like them after wearing, you may return them within 30 days for a full refund.
SOCKS / UNDERWEAR RETURNS
Due to hygiene reasons, all socks and underwear sales are final. If you need help to find the right size contact us and we will be happy to recommend based on the fit guide. If an incorrect item was sent, please contact us.
FREE RETURN SHIPPING
Vionic, Spira, and Cobb Hill returns have free return shipping for US customers - no shipping fees will be deducted from these returns.
FREE Exchanges on Footwear
US Customers are eligible for free return shipping if they are exchanging for another size. Simply state the size/color combination desired when filling out the return request.
If you want an exchange quicker, please make a new order or contact us after you have sent the original order back to us.
WORN Items
Worn items with the exception of defects and Vionic comfort guarantee items will not be accepted. We will either ship the item back to you or donate it.
REFUNDS
We will notify the payment processor of the receipt of the return and request that they initiate the refund within 5 business days of eligible return receipt. You should expect to receive your refund within two to three weeks of giving your package to the return shipper on Domestic orders; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (5 business days), and the time it takes the payment processor and your bank to process our refund request (1 to 4 business days).
INTERNATIONAL RETURNS/EXCHANGES
International Order Exchanges: We cannot process exchanges for international orders. You must return the item and place a new order if you want to exchange. International customers are responsible for all shipping costs including the actual shipping costs to them. Worn or items not eligible to be returned will be donated.
Sales Tax
We currently collect sales tax for orders shipped to several states. Sales tax will display during checkout after you enter your address. If we don't collect sales tax on your purchase and your state requires that you pay sales tax on out-of-state purchases, please be sure to report that information when you file your taxes.
Standard Shipping Charges:
Exact shipping charges are displayed on the checkout page. The table below represents our 'standard' or 'ground' shipping rates for one item:
- Free Shipping on almost everything for customers in the 48-states. There may be a small fee for shipments to Hawaii, PR, Alaska, APOs, and other US Territories.
- Shipping to Canada starts at $30, exact amount will be shown at checkout
- We cannot ship to other countries at this time.
Standard Shipping Methods
We use a variety of shipping methods depending on the item. Tracking numbers are emailed to you as items ship and you can check the website for tracking information at our order tracking page. Most common carriers include FedEx, USPS, and UPS.
Express Shipping
We offer 1-2 day shipping on a variety of items. Cost either starts at $15.95 or $25. It Depends where the item is warehoused. Exact charges are on the checkout page.
We also offer 2-3 day shipping. Cost either starts at $7.95 or $15.
International Shipping
Due delays please expect items to arrive within 2-5 weeks
We use USPS Global Priority shipping to the countries that we ship to. USPS states that is takes 5-9 business days for most countries. If your country is not on the list of destinations we ship to, please use a freight forwarder such at Shipito They will provide you with a US address and forward the item to your location.
International Customers are responsible for any duties or taxes their country places on the shipment. We can not mark items as a gift or lower the value of the shipment.
International Returns & Exchanges: International customers are responsible for all shipping costs associated with returning and exchanging goods.
Due to fraud, It is best to pay for an international order via a Paypal account or Amazon Checkout with a confirmed shipping address. If your country is not on the list at checkout and you are a legitimate customer, please contact us and we can work something out.