Refund policy

At Orthoshoes, we are dedicated to providing footwear that blends orthopedic comfort with style. We want you to walk with confidence. If your purchase doesn't feel right, our policy ensures a fair and transparent process.

1. Cancellation & Order Modifications

We process orders quickly to ensure timely delivery.

  • Time Window: You may request changes or cancellations within 6 hours of placing your order.

  • Procedure: Please email us immediately at support@orthoshoes.co with your order number and specific request.

  • Late Requests: After 6 hours, your order may have already entered the production or shipping phase. While we cannot guarantee changes after this window, we will do our best to assist you.

2. Returns

You have 30 days from the delivery date to request a return.

Eligibility Conditions:

  • Items must be unworn, unwashed, and in their original condition.

  • Please try on shoes indoors on a clean surface to ensure they remain in returnable condition.

  • All original tags and the original shoe box/packaging must be included.

  • Exceptions: Custom/personalized items and gift cards are non-returnable unless defective.

Return Shipping Costs:

  • Defective/Damaged/Incorrect Items: We cover the cost. We will provide a printable prepaid return label.

  • Customer Remorse (Size/Color/Preference): If you are returning an item because it does not fit or you changed your mind, the customer is responsible for return shipping costs.

How to Start a Return: To initiate a return, please email support@orthoshoes.co with your Order Number and the reason for the return. We will provide instructions and, if applicable, a return label.

3. Exchanges

We understand that finding the perfect fit for orthopedic shoes is essential.

  • We accept exchanges for size, color, or defective items within 30 days of delivery.

  • Process: Contact our support team to request an exchange. Once we receive your returned item and verify its condition, we will ship the replacement pair.

4. Refunds

Once your return is received and inspected at our warehouse:

  • We will notify you of the approval or rejection of your refund.

  • Processing Time: If approved, the refund is processed within 2 business days.

  • Bank Availability: Depending on your bank or credit card provider, it may take an additional 3 to 5 business days for the funds to appear in your account.

  • Partial Refunds: We reserve the right to grant only partial refunds for items that are returned with obvious signs of wear, damaged packaging, or missing parts that were not due to our error.

5. Contact Us

Your comfort is our priority. If you have any questions regarding your order or this policy, please contact us:

  • Email: support@orthoshoes.co

  • Support Hours: Mon - Fri: 8AM-5PM PST