Refund policy
Effective Date: [08/10/25]
Section A: Custom Foot Orthotics
1. Custom Product Policy
All foot orthotics are custom fabricated based on individual foot impressions or foot scans, and specifications. As such, they are non-refundable and non-returnable, except in cases of manufacturing defects or workmanship errors.
2. Adjustments and Modifications
If you experience discomfort or fit issues:
- Adjustment Period: You have 30 days from the date of delivery to request a complimentary modification or adjustment.
- Eligibility: The original pair must be returned before a modified pair is issued.
- Limitations: Adjustments are limited to the scope of the original order (e.g., support level, top cover, length). Additional changes outside the original order may incur a fee.
3. Defective or Incorrect Items
If you receive a defective or incorrect item:
- Notify us within 7 days of receiving your orthotics.
- Provide a description and photos (if applicable) to our customer support team at Returns@FootcareXpress.com
- We will either remake the orthotics or offer a store credit/refund depending on the issue and your preference.
4. Cancellations
- Orders can be canceled within 24 hours of purchase unless production has already begun.
- After fabrication begins, cancellations are no longer accepted due to the custom nature of the product.
5. Return Shipping
- For eligible returns or remakes, we will provide a return shipping label.
- Returned items must be in their original condition and accompanied by a copy of your order confirmation or receipt.
Section B: Non-Custom Products
6. Non-Custom Products
If you purchased stock or non-custom items (e.g., accessories or footwear):
- Returns are accepted within 14 days of delivery.
- Items must be unused, in original packaging, and include proof of purchase.
- Refunds are issued to the original payment method within 7–10 business days of receiving the return.
7. Damaged or Defective Items
If your item arrives damaged or defective:
- Contact us within 7 days of delivery at Returns@FootcareXpress.com with photos and a description of the issue.
- We will arrange a free return or exchange and cover shipping costs for verified cases.
8. Return Instructions
- To initiate a return, email Returns@FootcareXpress.com with your order number and reason for return.
- Approved returns must be shipped to:
RETURNS
Footcare Express
18280 West Dixie Highway
Miami, FL 33160
- Include a copy of your order confirmation or invoice in the return package.
Contact Us
If you have any questions regarding this policy or need support with your order, please contact:
Footcare Express
Customer Service: (877) 687-3338
Email: Support@FootcareXpress.com
Business Hours: M-F, 9am – 5pm est
Final Note
We value your satisfaction and are here to ensure your orthotics provide the comfort and performance you expect. Thank you for choosing Footcare Express.
