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Accessibility Statement
Our commitment
Upstep makes custom orthotics and sandals. The people who need them are often already dealing with pain or limited mobility, so a website they cannot use is not a small problem. We want everyone to be able to browse our products, complete the fit questionnaire and check out - whether you use a mouse, a keyboard, a screen reader, magnification, voice control or anything else.
We are working to the Web Content Accessibility Guidelines (WCAG) 2.2, Level AA. That is the standard this page measures us against.
Conformance status
www.upstep.com is partially conformant with WCAG 2.2 Level AA. "Partially conformant" means most of the site meets the standard but some parts do not. We are working through the remaining items in planned cycles of fixes, and this page is updated as each one goes live.
We are not claiming full conformance, and we will not until our remaining work is done and an independent audit says so.
What we have changed
Between June and September 2026 we reworked the storefront. The main changes:
- A "Skip to main content" link, and a single correctly labelled main landmark on every page, so keyboard and screen-reader users are not forced through the whole navigation on every page load.
- A visible focus outline on every interactive element, so it is always possible to see where you are when using a keyboard.
- Every field in the checkout and the fit questionnaire is programmatically labelled, and validation errors are announced in words instead of being shown only as a red outline.
- Product colour and size pickers, dialogs, image galleries and the cart were rebuilt to be operable with a keyboard alone.
- Meaningful images carry a real description rather than an uploaded file name, and decorative images are hidden from screen readers instead of being read out.
- Text and interface colours were darkened to meet the 4.5:1 contrast minimum, and small controls were enlarged to the 24 by 24 pixel minimum target size.
- The header menu and the mobile menu can be opened, read and closed with the keyboard alone; each submenu announces its name and how many links it holds, and every control in them has a spoken name.
- The "How it works" film on product pages has a captions track and a written description of what it shows, and its preview can be paused.
- Automated accessibility checks run on every code change, so a new problem is caught before it reaches customers.
Apart from the items we are still working on, the home page, product pages, cart and checkout on www.upstep.com pass our automated WCAG 2.2 AA scan, at desktop and phone widths, with no critical or serious issues in our own code. Measured on the live site on 25 September 2026.
Tell us about a problem
If any part of this site stops you doing something - buying, getting help, reading an answer - contact us. We will help you finish what you were doing another way, and we will fix the cause.
- [email protected]
- Phone
- (800) 945-4770
- Postal address
- Upstep, 30 Chapin Rd. Unit 12012, Pine Brook, NJ 07058, United States
What we will do
It helps if you can tell us the page address, what you were trying to do, and what you browse with (for example "NVDA on Windows with Chrome") - but please write even if you cannot. A one-line "the checkout will not let me past the address step" is enough.
- We aim to acknowledge every message within 2 business days.
- We aim to give you a substantive answer - a fix, a date for a fix, or a way to complete what you were doing - within 10 business days.
- If a fix will take longer than that we will say so, say why, and offer to complete your order with you by phone or email in the meantime, at the same price.
If you are not satisfied with our response, say so in your reply and it will be escalated to a manager.
How we test
- Automated testing. Every code change, and every night, runs the axe-core rule set for WCAG 2.2 Level A and AA against our main customer pages, a scripted keyboard-only test of the header and mobile menus, and accessibility linting of the page templates themselves. A new problem fails the build.
- Manual keyboard testing. The purchase path - home page, product page, questionnaire, cart, checkout - will be walked by keyboard alone after every release that touches it.
- Quarterly review. From November 2026, a full scan across the site every three months, with the results and any new gaps recorded.
- Independent audit. We are commissioning an annual third-party accessibility audit that includes testing with assistive technology. The first engagement has not happened yet, so everything on this page is our own assessment.
To be plain about the limits of that: automated tools find roughly a third of accessibility problems. We have not yet completed structured testing with screen readers or voice control. That is why the feedback route above matters more than this page does.
Technical information
This site relies on HTML, CSS, JavaScript, WAI-ARIA and SVG. It is built to work with current versions of Chrome, Edge, Firefox and Safari, together with the assistive technology you normally use.
The site also carries a third-party accessibility toolbar, reachable from "Accessibility" at the bottom of any page. It is an addition to the work described here, not a replacement for it, and we do not treat it as making the site conformant.
Some content on this site is produced by other companies - most visibly the customer reviews widget. We do not control the code they generate. Where their code causes a problem we raise it with them, rather than treating it as somebody else's business.