About Us
TheInsoleStore.com has been in business for over 10 years and is one of the leading online retailers of over-the-counter insoles, arch supports, shoe inserts, orthopedic and comfort footwear, diabetic and compression socks, and more foot-health and foot-comfort merchandise.
TheInsoleStore.com is an authorized retailer for all brands that we carry. This means that we purchase the products directly from the brand to ensure that the product is 100% genuine and that we stand 100% behind all manufacturer satisfaction guarantees and warranties. It also means that we’re well-versed in each brand’s products, having direct access to product training and detailed product information.
Please see our About Us page for additional information.
Website Usage
We have designed our website with the intent of providing you with an easy-to-use, comprehensive website by which to shop, compare, and purchase the products we carry. Our entire website, including our checkout and payment pages, are secure web pages, and we use advanced security on our site to ensure that your website session is fully safe and private. We do not store any payment information in our systems.
We do our best to ensure that our website is available 100% of the time. However, we may occasionally have routine website maintenance that may disrupt website availability; we plan routine maintenance during days/hours where we expect minimal impact to you.
When placing an order on our website, payment for your order including all shipping & taxes (where applicable) is due at time of checkout via the displayed accepted payment methods. We do not accept cash, checks, wire transfer, or any other form of payment for orders aside from those shown during checkout.
Your usage of our website is subject to the website Terms of Service.
Website Content & Information Accuracy
We make our best effort to ensure that the contents of our website are helpful and accurate. However, our website is not guaranteed to be error-free. We create content for our website based on a combination of sources, including our own experience and expertise regarding our industry and the products we carry, manufacturer information provided to us, and feedback from customers regarding their shopping experience and products purchased.
We utilize product images supplied to us by the product manufacturer, where possible, and utilize our own product images otherwise. In both cases, the product shown in the product image may vary slightly from the actual product design. We attempt to maintain accurate product images, but please note that this is never guaranteed.
We use the manufacturer’s product sizing when entering sizes for products on our website. This means that if a product is sized by the manufacturer as “Men’s 9-10,” this is how we will portray the sizing on our website. We utilize U.S. sizing unless stated otherwise.
Manufacturer product and marketing information may differ from the content we have on our website. We make an assessment of product information based on our own independent analysis of the product, which may or may not match the manufacturer’s product marketing information. For example, a manufacturer may classify an insole as “high arch” due to being the most suitable for high arches from their product lineup, but we may classify the insole as “medium arch” if the product’s actual arch height matches that of other neutral-arched insoles across multiple other brands.
Some areas of our website, such as product detail pages and policy pages, are designed to be strictly informative. Other areas of our website, such as our blog, may offer personal opinions, humor, or other less-than-strictly-informative content. User-generated content on our website, such as merchant and product reviews, are not generated or moderated by us.
In all cases, any content provided on our website is not medical advice. No part of the information we provide on our website is meant to identify, diagnose, and/or prescribe treatment for any sign, symptom, or condition. If you require medical advice, please consult with a podiatrist or other medical professional instead.
Product Recommendations
Members of our trained Product Specialists team are available Monday through Friday to assist with making product recommendations. Product Specialists are also able to assist with any other order issues, such as shipping, returns, or billing questions.
Depending on availability, members of our Product Specialists team may be available immediately when you call or chat with us. However, please be aware that due to the limited number of Product Specialists available at any given time your call or chat may need to be escalated to the Product Specialists team for a call or email back. In such cases, we make our best effort to ensure that you receive a follow-up before the end of the next business day.
Product recommendations are not guaranteed to be suitable, accurate, or otherwise a good fit for your unique needs. We do our best to gather as much information as possible from you throughout the recommendation process with regards to your product needs and to make our best recommendations based on that information, our own knowledge of our products, and customer feedback.
Our product recommendations are not medical advice. No part of a product recommendation we make is meant to identify, diagnose, and/or prescribe treatment for any sign, symptom, or condition. If you require medical advice, please consult with a podiatrist or other medical professional instead.
Customer Service
Our customer service team is available to help from 9:00am-5:00pm Eastern Time, Monday-Friday. Contact information and additional customer service information may be found on our Customer Service page.
When placing an order over the phone, you will be asked for either your email address or your phone number to complete your order. This is for the purpose of having the correct contact information to which we will then send your order confirmation and shipping confirmation. Information provided to a call agent is only used for the purpose of placing your order and communicating order updates with you.
Please note that when utilizing our customer support team to place an order that the agent can only accept payment via credit card. PayPal, Apple Pay, Google Pay, and other accepted store payment methods cannot be tendered over the phone. If you wish to pay via a payment method that is not a credit card, please inform the call agent before starting your order. In such cases, we will be able to send an order draft to you via either email or SMS (text) message for payment via the payment method of your choice. Please note when choosing this method that your draft order may not be sent until the following business day, depending on the time of day when your request is received.
Our call agents are not necessarily product specialists. As such, they may have limited knowledge about product specifics and may not be authorized to provide product recommendations. If you would like a product recommendation prior to placing your order, a call agent will be able to submit a request for a call back from a product specialist to assist you with a product recommendation. Alternatively, you may directly contact our product specialists by visiting our help center, or by emailing help@theinsolestore.com.
Please see our Customer Service page for additional information.
Sales and Promotions
We offer sales and promotions periodically, advertised on our website, via email to our email subscribers, via social media to our social media followers, and via other mediums where applicable and appropriate. If you wish to sign up for email alerts or to follow us on social media, you may find our email sign-up field and links to our social media pages in the footer of our website.
Sales and promotions are only valid for the time period stated, if such information is made available, or only while the sale or promotion is advertised if no time period is specified. By default, no sale or promotion may be applied to any previous purchase made before the sale or promotion began, and no sale or promotion may be applied to a purchase made after the sale or promotion has ended.
Certain products may be excluded from sales or promotions, in accordance with our own policies and the policies of our brand partners. No sale or promotion may be applied to brands or products which have been excluded from any sale or promotion for any reason.
Our Rewards Program is available to all website users who create a user account for our website. By signing up for our Rewards Program, you agree that we may send you notifications regarding rewards activity, such as points earned, rewards redeemed, and other such information. You may opt out of our Rewards Program at any time. We reserve the right to – at our sole discretion and without any prior notice – modify, suspend, or discontinue the Rewards Program in part or in its entirety, with or without any recourse or compensation due, and to modify, suspend, or cancel the account of any subscriber, including rewards points balance, if deemed necessary for any reason, with or without any recourse or compensation due.
Shipping and Delivery
Orders $25.00 and greater, when shipped to addresses within the United States, including all 48 contiguous states, Alaska, Hawaii, U.S. territories & possessions, APOs, FPOs, DPOs, and Freely Associated States, qualify for free Standard shipping.
All orders placed by 12:00pm (noon) Eastern Time, Monday-Friday, will be fulfilled and shipped by the end of the very same business day. For orders placed after 12:00pm Eastern Time, Monday-Friday, we will still attempt same-day shipment of the order but cannot guarantee its shipment the same day; orders placed after 12:00pm Eastern Time are guaranteed to ship the next business day at the latest. Orders placed over the weekend or during a federal holiday will be shipped the following business day. Once your order has been shipped, you will receive a shipment confirmation via email or SMS (text) message with your shipment tracking details.
Please see our Shipping Policy for additional information.
Sales Tax
We collect sales and use tax in accordance with applicable state and local sales and use tax laws. For jurisdictions in which we are obligated to collect sales and use tax, the tax total will be displayed during checkout.
If you are a tax-exempt customer and wish to place an order using your tax-exempt status, you must first email us at help@theinsolestore.com and include your valid tax exemption form in your email.
Returns & Refunds
In general, you have 60 days from the date of delivery to initiate a return to us. Returns are accepted for 1) Any product with a Wear Test Guarantee, as advertised on the product detail page, 2) All insoles that are not used, and 3) All footwear that is not used. Any product marked “Clearance,” “Closeout,” or otherwise as an “all sales final” item are expressly excluded from being eligible for return.
Returns may be made for refund to your original payment method, refund to a digital gift card, or exchange. All returns should be created through our Returns Portal prior to being mailed back to us. Returns received that are not created in our Returns Portal may be subject to additional fees or delays.
Please see our Returns Policy for additional information.
Refunds will be processed in the event of an order that is canceled before it is shipped, an order that is modified before it is shipped for which we owe you a credit, or for merchandise returns where a refund to your original payment method is requested. In all such cases, the refund will be issued to your original payment only; we are unable to refund a different payment method from that which was used to place your order.
Please see our Refund Policy for additional information.
Customer Information and Privacy
We take customer privacy seriously. The information we collect is for the purpose of providing our service to you, such as utilizing your provided shipping address for the purpose of shipping your order. Where you elect to subscribe to marketing or other notification services (such as our email list or back-in-stock notifications), we utilize the contact information provided for the purpose of sending you such notifications. We utilize non-personally identifiable information for the purpose of analyzing website and marketing usage and performance.
We do not store payment information in our systems, and we do not have access to information such as the full credit card number or other such information.
We do not sell customer information – personally-identifiable or not – to any 3rd party. All information is maintained securely.
Please see our Privacy Policy for additional information.