Frequently Asked Questions
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Our team does much more than simply measure your feet. Modern shoes have far more technology than most people realize. For example, things like medial posts, high millimeter heel drops, and different types of shanks can make a big difference in comfort and support, and even help relieve different types of pain.
We start by measuring your foot’s length, width, and flexion point. Once we know your size, we watch you walk to check for any misalignments that may not be obvious to you. For example, if someone pronates (rolls inward), we will recommend a shoe with a medial post to help correct their gait. If someone supinates (rolls outward), we may suggest a lateral wedge in a more neutral shoe.
Our staff at all locations are trained to find the right shoes based on these factors—along with any foot conditions or pain you may be experiencing—so every customer leaves with a personalized fit. The biggest thing about our company is we are not trying to sell you any shoe, over-the-counter insoles, or shoe products to simply make money. We are trying to help every customer find relief again, as your feet play an important role in all different parts of your body.
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The process begins with proper sizing and evaluation. We start by measuring the length, width, and arch length of your feet using a Brannock device. During this step, we also note any visible foot conditions such as bunions or hammer toes.
Next, we discuss your foot concerns, diagnosis, or areas of discomfort to ensure the orthotics are tailored to your specific needs. After that, we observe your gait by having you walk in a straight line. This allows us to assess your step pattern, ankle and knee movement, hip alignment, and foot flexibility.
From there, we determine the best materials and modifications for your orthotics. For example, a soft trilaminate top cover may be recommended for cushioning, while a more rigid base can provide corrective support. Additional modifications, such as metatarsal pads for forefoot pain or pressure offloads, may also be incorporated.
The final step is creating the impression. This is done by positioning your ankle in a non-weight-bearing subtalar neutral position, which keeps your joints aligned and helps prevent issues like knee pain, plantar fasciitis, and shin splints. The heel and toes are pressed firmly into the mold to capture an accurate impression, ensuring your orthotics provide the best possible support.
Want to see the process in action? Watch the video below to learn more about how we create custom orthotics.
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You do not need an appointment to visit any of our locations—we are always happy to help you find the right footwear. However, if you experience constant foot pain, have a referral from your doctor, or need custom orthotics made, we recommend scheduling an appointment so we can dedicate the proper time and attention to your needs.
For online bookings, there is a $25 fee, but if you make a purchase during your visit, you’ll receive $25 off your purchase. If our online booking system is temporarily unavailable, please visit our Locations page on our website and give the store nearest you a call to set up your appointment.
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A Certified Pedorthist is a footwear and orthotics specialist trained to assess foot problems and recommend the best solutions. They are experts in fitting shoes, modifying footwear, and creating custom orthotics to relieve pain, improve comfort, and support healthy movement. Seeing a Certified Pedorthist ensures you get personalized care tailored to your unique feet, helping you walk and move with less pain and more confidence.
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Yes! If the shoe is the latest model, we can special order your size at no extra cost. Special orders may take a little longer to arrive since shipping times vary by vendor, but we’ll keep you updated along the way.
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Custom orthotics are designed just for you, using a mold and scan of your feet to provide a personalized fit and targeted support. Over-the-counter insoles, on the other hand, are prefabricated and more affordable. While they don’t offer the same level of customization, they can still be modified to better suit your needs.
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Custom orthotics usually take about 2–3 weeks to complete, depending on the complexity of your order and the lab’s turnaround time.
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Our custom orthotics start at $400 + tax for your first pair. This includes our standard custom orthotics. If additional modifications are needed—such as toe fillers, metatarsal pads, offloads, etc.—the cost increases.
If you’ve had custom orthotics made with us in the past and you still have your mold, we can create a second pair for $300 + tax.
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Yes, we do accept VA patients. If you believe the VA will help cover the cost of your shoes or orthotics, please contact them prior to your visit. If approved, our team will bill the VA directly to reimburse your purchase.
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We primarily accept Medicare insurance for patients who are diabetic and have at least one other qualifying foot condition. To learn more, check out our Medicare tab. If you think your insurance may help cover the cost, we recommend contacting your provider before your visit. Please note, Medicare is the only insurance we bill directly—you would need to file a claim yourself with any other insurance.
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We do more than just sell shoes—we also repair them! Our team can fix common issues like worn soles, stretched uppers, and broken straps or buckles. If you’re unsure whether your shoes can be repaired, bring them in and we will take a look.
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Yes! Our team can add lifts, wedges, or other modifications to most shoes. These adjustments can help correct leg length differences, improve alignment, and provide better comfort and support. We will evaluate your shoes and needs to determine the best modifications for you.
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We want you to feel confident in your purchase, which is why we offer a 30-day walk trial for both in-store and online purchases. This gives you time to make sure your shoes are the right fit for your body over the next 8–12 months of use.
Refunds: We offer a full refund if the shoes are returned in the same condition as when purchased. If the shoes are worn and require cleaning, a 20% restocking fee will be deducted from your refund.
Defects: If your shoes become defective within the first 6 months of wear, we will provide in-store credit equal to the full purchase price.
Online Orders:
We cover the cost of return shipping if the shoes don’t fit, cause discomfort, the wrong item was sent, or you’re not satisfied with your purchase.
Customers are responsible for return shipping if the wrong color was ordered or multiple items were purchased by mistake.
