- Good to know
- Medical Questions
How do I know which orthotics are right for me?
Our custom orthotics are based on your specific needs whether it is for everyday use, work or any sport activity. Simply choose the type, according to your activity and we will design & produce the perfect pair for you, based on your footprints and any other details you provide. Our live chat agents are also available on our website to help guide you through the selection process if needed.
What's the price range?
Upstep's custom orthotics, which are designed by a top podiatrist, are priced between $189 - $239 , while medical practitioner designed custom orthotics are usually priced between $300-$600
Are they made to the actual shape of my foot?
Yes. Each one of our orthotics is designed with you in mind. We use your footprint, as well as the information you provide during the ordering process. This includes your foot condition, your activities and any other details you may wish to include.
What if they don't work for me?
Our customers happiness is our top priority. It is important to understand that due to the unique nature of custom orthotics, sometimes they may need adjusting to get them just right for you. We stand behind our product and want you to be happy. We offer a risk-free, 60 Day money back guarantee! If you’re not satisfied, we can make any adjustments or simply return them within 60 days for a full refund!
Can I wear them in any shoe?
Most orthotics will fit more than one type of shoe as shown in the product page. However, don’t expect a pair made for hiking to fit your favourite ‘night out on the town’ elegant shoes.
What do we do for returning customer
It is much easier to order extra pairs as the scan of your foot is kept on record for 5 years meaning that you can have the confidence to get extra pairs for any shoe or sport
Why do custom orthotics cost more than off the shelf insoles?
This is just like comparing an off the peg suit against a made to measure one. The craftsmanship that goes into our orthotics means that cost are increased accordingly but the also that the fit and quality are excellent.
I am on my feet all day - do you have a solution?
We know that if you are on your feet all day you need extra help. If your job has you standing all day, we will combine the design and materials specifically for you and the demands of your occupation.
Sport specific orthotics - what makes them so special?
We combine design and materials with in an depth knowledge of sports biomechanics to make the ultimate sports orthotic for every sport. Every sport design has specific elements that help the foot perform its best.
Do your orthotics help any foot problems?
Our podiatrist is able to make orthotics for nearly all foot problems. You will see a list all the most common ones when ordering your own orthotics and you will be able to tell us more about your problem if needed.
What should I do if I don’t have a diagnosis?
Don’t worry. Just let us know where it hurts and we will help you get you the right solution. During the order process you will have the opportunity to show us where it hurts using a simple drawing of the foot.
Can my own Doctor’s advice or prescription be added?
Yes Of course! At Upstep it is possible . we will even communicate with your Doctor if needed to get the prescription right.
What else can I be doing to help treat the problem?
Supportive shoes, exercises and many other treatment approaches have all been shown to help and a combination of 2 or 3 seems to work best of all. That is why we offer exercises along with our orthotics as this gives good long term success.
What shoes are best?
Any thing with a small heel tends to help most foot conditions as it helps to relieve the tension through the Achilles tendon. However comfort is also very important. A good rule is that anything that has similar ‘feel’ to a good pair of sports sneakers is ideal as they are well designed to help improve foot mechanics.
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Upstep Custom Orthotics & Insoles
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The style and size of shoes vary between different manufacturers, and we take that into consideration when designing your custom orthotics.
1. Select "Upstep Comfort" (for everyday use) or "Upstep Active" (for sport activities) .
2. Use our filters to choose the right product which will be used to create your custom orthotics.
(That also allows us to find a little bit more about the right type of orthotic for you).
3. Once you place an order - We’ll send you an impression kit. Make an impression of your foot.
4. Mail us the imprint using our self-addressed sticker.
Your orthotics should arrive within 16 business days.
After choosing a product according to your shoe type / health condition/ sport type we will then take your foot impression and combine all of the information together creating a truly custom orthotic just for you.
Although we give instructions on the ideal way to use the impression kit, don’t worry if you think it’s not perfect. We are capable of interpreting the impression to make sure your insole fits. If however, you would like to re-do it, just request another kit and we will send it.
Yes, If your scan is less then 2 years old we can reuse it. If over this amount of time or there have been any changes in your lifestyle or health history we would like to have a new scan.
No. The photo of your shoes is an essential part of the design process and we cannot go ahead without them.
Give us a call and we will walk you through this. You can either send it by cell phone with the link provided to you or email/upload this from your computer.
If you are not satisfied with your orthotics you can return them within 60 days from purchase.
Contact us by phone (800) 945-4770 or by mail: [email protected] Let us know you would like to return the product, and we will email you a pre-paid stamp for you to use to return the orthotics.
My Orthotics FAQ
Yes. We specialize in making custom orthotics that fit your shoes the first time. Your orthotics are made according to a template of the footwear you specified but may still need a little ‘tweaking’ to fit them exactly. If your shoes have a removable insole or footbed, then take this out and use it to draw a line around the front of your orthotics.
Most people find immediate improvement, but everyone is different – we provide advice and support to make sure you're satisfied.
12–24 months - Our orthotics should last as long as your favorite everyday shoes and in some cases much longer.
No. You should feel your orthotics affecting your foot in a variety of ways that may include a feeling of temporary discomfort. This means that the insoles is trying to hold the foot in the position it needs to be in, and the body may need time to adjust.
Some people do find that their orthotics are pressing against the front of the inner heel rather than the arch but this is normal for them. Some feet - especially flat feet- need more support in this area, and it can be a particularly effective way of improving foot function and pain.
Although this is not common, it seems to happen now and then. If this is your experience make sure you take a little extra time getting used to your orthotics and wear supportive shoes to help the foot acclimatize to your new bespoke orthotics.
Orthotics can’t actually correct conditions like bunions but instead work by supporting the foot and helping it to work more efficiently. This in turn reduces painful foot conditions.
You can hand wash your orthotics and let them dry naturally. Never submerge them in water or use a dryer.
It depends on the shoe type. For example, an orthotic made for running shoes will usually be too big for a dress shoe. You might be able to use the same orthotic in two of the same type of shoes.
We offer 2 primary lifestyle choices to help you decide. These are the Sport ranges and the everyday lifestyle range. Just decide what you are want your orthotics for primarily and we will do the rest with our wizard.
All of the sports designs have subtle differences that focus the design to protect and facilitate each sports needs.
We use a large range of materials with leather being an integral part of the Secolino top cover. However most of our material are synthetic as they offer the best performance characteristics.
This is easy to fix if done with care. It is usually caused by the subtle variations in shoes lengths that occur between all the different manufacturers. We advise that before cutting the insoles to fit your shoes that a template should be made. The easiest way to do this is to use the removable footbed or insole that is already in the shoes or you could borrow one from another pair. Once you have one that is the required size and shapes, lay this over your new insoles and draw round it. This can then easily be trimmed to the new size with a sharp pair of scissors.
Make sure that you have removed any footbed or insole that is already in your shoes as when you ordered your orthotics we will have designed the insole thickness around whether you have a removable one of these. If the insole is still too thick then try them in other shoes to see if you still have this problem. If it is then we can convert them into a ¾ length insoles if they are just too thick under your toes. However, if they are also too thick under the heels, then you need a slimmer design for the shoes you want to wear them in.
If you haven’t worn custom orthotics before then they will feel strange. This is a combination of your foots biomechanics being altered along with the feel of your shoes being changed. It is often best to get new shoes to wear your orthotic in so that you can start from ‘fresh’ and give your body the best possible start.
In some cases, this might feel like the case due to the design of the orthotics. There are lots of reasons for this but the best advice is to give them a chance and to use your specific foot exercises to work in combination with your orthotics.
In extreme cases some foot types can have this problem. If this happening regularly then stop wearing them until you have been contacted by one of our medical team.
This can happen if your body has not had enough chance to get used to your orthotics. Go back to the basics and make sure they are comfortable when just walking around and then slowly introduce them back to the activity that caused the rubbing. If it still happens then one of our medical team will be in touch to see what can be done.
One of the best ways to make your orthoitcs more durable is to request them ‘naked’! This is only available with polypropylene orthotics and means that we don’t add any material covers or padding. This makes them easy to clean and virtually indestructible but obviously they lose some of their cushioning properties.
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Foot Impression Kit FAQ
No. We convert your foot impression into a digital 3D image that we store indefinitely so no need to take another impression. However we do recommend that you take a fresh impression every 5 years as your foot shpe may change.
16 days after we receive impression kit with your foot print and the picture you sent us of your shoes.
It doesn't cost. Everything is pre-paid!
Currently we do not ship outside the U.S.
International shipments will be available very soon. We suggest you register for our mailing list and we will notify you once international shipments can be made.
The answer to this is yes! Recent research has shown that even experienced runners have been shown to have weak gluteus medius muscles, an essential muscle needed in running. Our exercises aim to add to your existing exercises program to improve lower limb function in sports.
As marvelous as the foot is, it is at the mercy of the rest of your body. For example, if your hips are not functioning efficiently then they can be the cause of foot pain. The global exercises we send you are designed to improve your overall lower limb function and to help to reduce forces on the foot.
Your foot is a miracle of finely tuned muscles, tendons and ligaments all working together to help you walk. Often when you have foot pain the foot ‘tuning’ goes away and exercises play an important part in getting things back to normal.
Upstep solution FAQ
People are different! Their feet are different! Our custom orthotics are made to fit your foot shape, shoe type, level of activity, sport type you are involved with, and feet health condition. That's why a generic orthotic can not fit you as well as a custom one.
Research proves that custom orthotics DO work but we are still not 100% sure how or why. It may be that the shape of the custom orthotics is very important, possibly because more of its surface is in direct contact with the foot, so pressure gets distributed more evenly. This can result in chronically painful areas of the foot getting ‘rested’ or offloaded, which allows healing. So custom orthotics take pressure off in the short-term, but can often solve long-term issues.
Anecdotal clinical experience has shown that custom orthotics can be used to increase foot performance and consequently aid speed, agility and stability. Additionally they can be part of a full body approach to reduce fatigue and prevent injury.
Upstep offers a medically-based range of foot health products, custom made, easily ordered at an affordable price.
No. Prescriptions need to be checked by a medical practitioner.