FREQUENTLY ASKED QUESTIONS
GENERAL FAQ'S
What is your return policy?
All our products have a 60-day satisfaction guarantee! If you are unhappy with your purchase, you can return it anytime within 60 days of purchase for a full refund (excludes shipping and must be in resell-able condition).
WHAT IS YOUR EXCHANGE POLICY?
We understand sizing and orthotic types can be a challenge when ordering online. We believe in putting the customer first and making sure you have the right orthotic under your feet! Exchanges can be made at footscientific.com under the Customer Service tab.
HOW MUCH IS YOUR DELIVERY CHARGE AND HOW LONG DOES IT TAKE TO BE SHIPPED?
Shipping charges depend on the location and weight of the package ordered. When checking out, the cost of shipping will be quoted before payment. Packages go out within 1-2 business days.
HOW DO I KNOW MY ORDER WENT THROUGH?
When your order has been successfully placed you should be taken to a confirmation page as well as receiving an order confirmation e-mail.
WHAT DO I DO IF I ENTERED MY ADDRESS INCORRECTLY AT CHECKOUT?
If you entered the incorrect address at checkout, please contact us immediately at admin@footscientific.com. Otherwise, the order will be shipped the next business day. FootScientific will not issue a refund for any order that isn't received due to an inaccurate or incomplete shipping address provided during checkout, unless the order is classified as undeliverable and returned to FootScientific. Additionally, FootScientific will not re-ship any order that is not received because of an inaccurate or incomplete shipping address provided during checkout.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally. Shipping prices for international shipments are quoted at checkout.
ARE YOUR PRODUCTS COVERED BY INSURANCE?
While we don't handle insurance matters directly, our product is a registered medical device, and several customers have successfully been reimbursed by submitting receipts to their insurance. However, we cannot guarantee this. We recommend checking with your insurance before purchasing.
We accept HSA/FSA payment at checkout.
Arches Orthotics FAQ’s
HOW DO I DETERMINE MY FOOT TYPE?
Follow the instructions found at this link to determine your foot type. Have any additional questions? Call us at 801-666-6468 or email us at admin@footscientific.com.
IF I AM IN BETWEEN SIZES, WHAT SIZE SHOULD I GET?
We recommend choosing the larger size if you are between sizes. The orthotics can be trimmed at the top to ensure a perfect fit. Please note that shoe sizes can vary between brands, so we cannot guarantee that our sizing will fit perfectly with every shoe.
SHOULD I REMOVE THE INSOLE THAT COMES WITH MY SHOE BEFORE ADDING A PAIR OF THE ARCHES ORTHOTICS?
Yes, for maximum comfort we recommend removing the insole that comes in your shoe and replacing them with a pair of the Arches.
CAN I GET THE ORTHOTICS WET?
Since the orthotics are made of cork material, we recommend avoiding exposure to water, as it could potentially affect their corrective properties and damage the material
CAN I RETURN ORTHOTICS I’VE TRIMMED?
Orthotics that have been trimmed will be accepted for return.
WHAT ORTHOTIC SHOULD I GET IF I HAVE PLANTAR FASCIITIS?
The plantar fascia can become stressed and inflamed by improper tension resulting from both the flat foot (Type 1) and the high ridged arch (Type 3). If you are not sure which type you are, Type 2 provides minor correction and stabilization that will be helpful.
Elevate FAQ’s
WHO IS THE ELEVATE MADE FOR?
The Elevate 360 was invented to help those recovering from neurological disorders, strokes, Parkinson's disease, spinal cord injuries, traumatic brain injuries, Cerebral palsy, nerve injury to the foot, leg, and ankle, and ALS.
IS THE BRACE COVERED BY INSURANCE?
While we don't handle insurance matters directly, our product is a registered medical device, and several customers have successfully been reimbursed by submitting one of the following codes to their insurance provider: L-Codes: L4398, L1930, or L1900. Typically, given some unpredictability of coverage based on your insurance provider's rules, people simply buy out of pocket.
We accept HSA/FSA payment at checkout.
IS THERE WARRANTY ON THE BRACE?
All of our products have a 60-day guarantee. If you're dissatisfied with your purchase, we provide complimentary returns within 60 days of purchase for a full refund, excluding any shipping charges.
The brace does not come with warranty. Nonetheless, should any issue arise with your brace within the initial six months of purchase, please contact us directly, and we'll address each case individually to find a resolution.
IS THE BRACE ONE SIZE FITS ALL?
The brace is one size and can be adjusted accordingly.
CAN THE ELEVATE DROP FOOT BRACE BE USED ON BOTH FEET?
Yes – the brace is designed for either the left or the right foot or both. Please be careful and conscientious for the first couple of hours as you become accustomed to having one or both feet elevated to your preferred level.
HOW CAN I ATTACH THE ELEVATE TO SANDALS LIKE THE MAN IN THE VIDEO IS WEARING?
Almost all good sandal material will work with the brace. Keens or Drew sandals, for example, have been popular. I suggest using and awl to place a hole just big enough to wiggle the screw through (with the washer on it), or purchase Crop-A-Dile if you prefer. After a few days, you could take the hook out and see if there is any distortion in the material if you would like to ensure all is well.
DO I NEED TO BUY THE CROP-A-DILE TO PLACE THE ANCHORS WHERE I WANT IF THERE ARE NO EYELETS ON MY SHOE?
No, with good leather or other durable materials, I have found that the best solution is to use an awl. Press the sharp awl through the material in order to give it just enough room to wiggle our screw (with the washer on it) through. I find when I tighten the hook tight, it is solid and does not tear or stretch the material with wear. Some people like the look of creating their own eyelets using the Crop-A-Dile, but I have found its not necessary if you have or can secure an awl.
DO I HAVE TO PUT THOSE ANCHORS ON MY SHOE EVERY TIME I WEAR THE BRACE?
No. The anchors take a bit of effort to put into your shoes the first time, after that, just leave them in the shoe and simply put the cord in them when you are ready to wear the brace. The brace comes with black and silver anchor kits, but you can purchase additional anchor kits if you want to have several shoes ready to wear.
HOW LONG WILL THAT CORD LAST?
Expect about a year of daily use and watch for excessive fraying. However, the brace comes with a replacement cord and instructions. You can also purchase more lace through our website here.