Returns & Exchanges

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 and exchanges will be easy and hassle-free.

Please familiarize yourself with our returns policy before starting your return. You may start your return at any time by clicking the following link: Start my return

Domestic Returns

Our domestic return policy applies to all returns made within the United States.

Free Return Shipping

We provide free return shipping labels for all returns. Simply create your return online, print out your free return shipping label, and put your return in the mail!

Free Exchanges

We’re happy to offer free exchanges (and returns for store credit) for all returns.

We understand that you made your purchase with a specific need in mind. And if the product you purchased doesn’t suit that need, we’re here to help you find a better match for you.

If you need a different size, color, or other product option, swapping your return for the right option is simple and free.

If you’re having trouble finding the perfect product, we can help! Contact our product specialists for help selecting a different product for exchange, or return your purchase for full store credit and try something else later down the road!

Wear Test Guarantees

With insoles and certain other foot support and foot comfort products, it’s important that you actually wear and use your new purchase for a while before you decide whether it does or does not work for you. Not only will you want to see how it fits, but in many cases it may take your feet several days to several weeks to get fully used to the new product. What might seem uncomfortable or unsuitable to you at first may feel very different after your feet adjust!

Since this process may take a little while, we offer Wear Test Guarantees on many products sitewide. This guarantee ensures that you are able to test out your purchase by wearing or using it for a while and still be eligible to return it if it simply doesn’t work out.

What to Expect When Making a Return

  • We provide free return shipping labels for all returns. You never need to pay for a shipping label to make your return.
  • Create your return request online with our hassle-free returns portal (see instructions below). You can choose to return your product(s) for either exchange, refund to store credit (as a digital gift card), or refund to your original payment method.
  • For exchanges, the only thing you’ll ever need to pay is the price difference for your new product, if there is one. If you exchange for a lower-priced item, we’ll refund the price difference to your original payment method.
  • For returns for store credit, you’ll receive the full purchase price of the returned item(s) back as a digital gift card that can be used on our store at a later date. Our gift cards never expire.
  • For returns for refund, you’ll receive a refund to your original payment method for the purchase price of the returned item(s) minus a small processing fee equal to 10% of the returned item cost.
  • Please allow 7-10 days for us to receive and process your return after it’s been mailed.

Please note: At this time, we are unable to offer the ability to split the refund for multiple items on a single return between store credit (digital gift card) and your original payment method. When making your return and selecting to return for refund, please select the same refund method for all items on your return. If you wish to return some items for store credit and other items for refund to your original payment method, you can create two separate returns to achieve this.

How Do I Make My Return?

Initiate your return on our return portal: click here to get started. Simply follow the below instructions to start your return:

  1. You’ll need your order number as well as either the email address, phone number, or ZIP code used when placing your order. You’ll use these to pull up your order details.
  2. Once you’ve pulled up your order details, you can select which items and quantities to return from your order.
  3. For each item you’ve selected to return, you can choose to return the item for either exchange or refund. We’ll ask you to provide us with a reason for your return. Please provide the best answer from the choices provided, as it helps us improve our service to you!
  4. For exchanges, you can select a different color/size of the same product, or specify a different product entirely. If you’d like a product recommendation, select “Exchange for a different product” and simply enter “I’d like a product recommendation” as your requested exchange product.
  5. For refunds, you can choose to have the refund issued as a digital gift card for the full amount of the return, or to have the refund issued to your original payment method for the return amount minus the processing fee (which will be shown before you confirm your return).
  6. Once you submit your request, you’ll receive your prepaid return shipping label to use when making your return to us.
  7. Print your return shipping label, affix it to your return, and send it back to us via USPS.

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 work for you! Just look for the “Wear Test Guarantee” information on products eligible for return after use!

Insoles

All insoles may be returned if:

  • The date of delivery for the product was within the last 60 days.
  • The product has not been worn, trimmed, molded, marked on, or otherwise damaged or modified in any way.
  • The product includes all of the original packaging, tags, pieces, instructions, and all other components that came with the product when you received it.
  • The product was not purchased on a Clearance, Closeout, or All Sales Final basis.

Remember, if your purchase is covered by a Wear Test Guarantee, you can return it even if it’s been trimmed, worn, molded, or otherwise used!

Footwear

All footwear may be returned if:

  • The date of delivery for the ordered product was within the last 60 days.
  • The item has not been worn more than for the purpose of confirming comfort and sizing.
  • The product has not been scuffed, soiled, or otherwise damaged or modified in any way.
  • The product includes all of the original packaging, tags, pieces, instructions, and all other components that came with the product when you received it.
  • The product was not purchased on a Clearance, Closeout, or All Sales Final basis.

What Cannot Be Returned?

Cleaners, Sprays, or Other "Consumable" Products

Any consumable item, such as disinfectant sprays, cleaning products, or shoe care kits, cannot be returned after the order has been shipped.

Clearance, Closeout, and "All Sales Final" Merchandise

Any item from our “Clearance” selection, or which is otherwise labeled “Clearance,” “Closeout,” or “All Sales Final” at the time of purchase, cannot be returned after the order has been shipped. Please note that such items are offered at a significantly discounted price, and as such we are unable to accept returns for any of these items.

Products Other Than Insoles and Footwear

Products other than insoles and footwear cannot be returned after purchase – even if unworn – unless covered by a Wear Test Guarantee. If you have questions about sizing or other product details prior to your purchase, please contact our product specialists first, as we’d be happy to answer any questions you have prior to completing your purchase.

Remember, if your purchase is covered by a Wear Test Guarantee, it’s always eligible for return, and you can return it even if it’s been trimmed, worn, molded, or otherwise used!

Damaged or Defective Merchandise

If you received a product that was damaged or defective upon arrival, please contact us and we’d be happy to issue a replacement of the product at no cost to you.

Please note that “wear and tear” from use is not considered a product defect. If your item is damaged upon arrival, we ask that you inform us within 7 days of shipment delivery.

International Returns

International Return Shipping

Returns being made from outside the United States, we unfortunately cannot offer free return shipping. If you wish to return your purchase to us and your order is an international order, please know that you will be responsible for return shipping costs.

To proceed with making your return, start your return online. Return shipping instructions will be provided with your return request.

International Exchanges

For international orders, we offer free exchanges on the first return made. After your first return, we are happy to provide additional exchanges, but these additional exchanges will be subject to the flat-rate international shipping cost of $9.99 USD.

International Wear Test Guarantees

Wear Test Guarantees advertised on our website are applicable to all shipping destinations. However, please note that we do not cover return shipping costs for returns made from non-U.S. addresses.

What to Expect When Making and International Return

  • Create your return request online with our hassle-free returns portal (see instructions below).
  • You can choose to return your product(s) for either exchange, refund to store credit (as a digital gift card), or refund to your original payment method.
  • For your first exchange, the only thing you’ll ever need to pay is the price difference for your new product, if there is one. If you exchange for a lower-priced item, we’ll refund the price difference to your original payment method. For subsequent exchanges after your first, your exchange will be subject to the current flat-rate international shipping cost of $9.99 USD.
  • For returns for store credit, you’ll receive the full purchase price of the returned item(s) back as a digital gift card that can be used on our store at a later date. Our gift cards never expire.
  • For returns for refund, you’ll receive a refund to your original payment method for the purchase price of the returned item(s) minus a small processing fee equal to 10% of the returned item cost.
  • Upon submission of your return request, shipping instructions will be provided to you. You may make your return through any international shipping carrier/shipping method of your choice.
  • Please allow 14-30 days for us to receive and process your return after it’s been mailed.

How Do I Make My International Return?

Initiate your return on our return portal: click here to get started. Simply follow the below instructions to start your return:

  1. You’ll need your order number as well as either the email address, phone number, or ZIP code used when placing your order. You’ll use these to pull up your order details.
  2. Once you’ve pulled up your order details, you can select the quantity for each item you wish to return from your order.
  3. For each item you’ve selected to return, you can choose to return the item for either exchange or refund. We’ll ask you to provide us with a reason for your return. Please provide the best answer, as it helps us improve our service to you!
  4. For exchanges, you can select a different color/size of the same product, or specify a different product entirely. If you’d like a product recommendation, simply enter “I’d like a product recommendation” as your requested exchange product.
  5. For refunds, you can choose to have the refund issued as a digital gift card for the full amount of the return, or to have the refund issued to your original payment method for the return amount minus the processing fee (which will be shown before you confirm your return).
  6. Once you submit your request, you’ll receive return shipping instructions to use when making your return to us.

What Can Be Returned Internationally?

The same criteria applies to international returns that applies to domestic returns. Please see our domestic returns criteria above.

Damaged, Defective, or Incorrect Merchandise for International Orders

In the event that we make a mistake with an order shipping to a destination outside of the United States, or in the event that any product in your order arrives damaged or defective, we will happily replace the item for free without requiring a return of the mistakenly-sent product.

Please contact us and we’d be happy to help you.

Other Return Policy Information

FAQs

The answers to many frequently asked questions regarding our returns policy may be found on our support site: support.theinsolestore.com.

Mailing a Return Without Creating an Online Return Request

Creating a return request online is fast and easy, and it helps us to expedite the returns process and keep both you and us informed about the status of your return from creation to completion. As such, we ask that all returns be made through the use of our returns portal!

If you need assistance creating your return request, please contact our customer service team and we’d be more than happy to help create your return request for you.

Should you send a return back to us without first creating a return request through our online returns portal, the processing of your return may be delayed. Additionally, should you return an item to us without creating a return request online and that item does not meet our acceptable returns criteria, you will not be credited for the return of the item and the item may not be returned to you.

Returns Containing Ineligible Return Merchandise

We inspect all items that are returned to us to ensure that those items meet our criteria for items eligible for return, and to ensure that what was returned to us is what was included in your return request.

If you return an item to us that is deemed ineligible for return, a refund/exchange for that item may not be processed or returned to you. Alternatively, if you return an item to us that was not included in your return request, your return may either be delayed or not processed.

Returns Due to Refused Delivery

Here at TheInsoleStore.com, we do everything we can to get your order to you as quickly and accurately as possible, including shipping most orders the same day and with free shipping.

Upon delivery attempt, should you choose to refuse delivery of the shipment and have the carrier return the shipment to us without first having created a return online and using our free prepaid return shipping label, we will process the refused shipment as a return for refund, and a 20% restocking fee will be deducted from your due refund once we receive and process your refused shipment. If you paid for shipping on your order, this cost will not be refunded as per our standard return policy.

Returns Due to Unclaimed Shipments

For domestic U.S. customers, shipment carriers will obey all hold mail, stop mail, forward mail, and other such delivery/package handling requests that have been established with the carrier when attempting to deliver your order to you. In some cases, the carrier may hold the package at your local carrier pickup location after several delivery attempts, at which point you will need to either reschedule delivery of the package directly with the carrier or pick the package up from the package pickup location where it is held.

For international customers, our shipping carrier will transfer responsibility of package handling and delivery to your local postal carrier once the package reaches customs processing. In some cases, either the local postal carrier or customs authority may hold the package for pickup. It is your responsibility to monitor the status of your package and to work with your local postal carrier or your country’s customs office in the event of any delivery or customs issues.

In either case, should your package go “Unclaimed” and be sent back to us, a 20% restocking fee will be deducted from your due refund once we receive and process your unclaimed shipment. If you paid for shipping on your order, this cost will not be refunded as per our standard return policy.