Did all my information get received?

If you have sent in your gait video, completed the questionnaire, and foot scan/images you will receive an email with the subject line “We’ve Received Your Order—Here's what happens next”. That email gets triggered when we have what we need to get started. 

If you have sent everything and you still haven’t received that email after 5 days, please email us at team@stridesoles.com if we haven’t reached out to you already. 

Additionally, if you haven’t completed the scan yet, look out for an email with the subject line “Taking Your Stride 3D Scan” which will instruct you how to complete the scan. 

Where are my Orthotics?

Stride Custom Orthotics sent to the USA take 15-20 days for regular shipping and 7-10 days for express shipping. Times vary for international shipments. 

If you are within these windows please be patient. We send out periodic emails with your product progress as it goes through the manufacturing process, so please be on the lookout for those. 

We design all Stride orthotics in our podiatry clinic in Baden-Württemberg, Germany. Note that the orthotics printed in Germany are sent to a central distribution center in the U.S. prior to USPS delivery.

I got my tracking number, but it hasn’t updated for over a week. What’s happening?

The process for Stride custom orthotics is that we hand make all the orthotics in Germany, and then bulk ship people’s orders over to our distribution center here in the USA. From there, we break out everyone’s individual orders and ship them to your location. 

The tracking number you get is that final number from our distribution center to you. The reason it takes longer for these codes to be updated is because it’s the last step of our process, and to be updated, your orthotics would have already passed to the USA from Germany, which takes around 10-15 days. 

How do I safely use the orthotics?

Custom insoles can take time to break in, especially if you are suffering from architectural foot issues. The safest way to start is to follow this schedule. Day 1: Wear for 1 hour. Day 2: Wear for 2 hours. Day 3, 3 hours. Etc. In general, we recommend slowly building up use over the course of 1-2 weeks. Read more about breaking in orthotics. 

My feet are sore. Is that normal?

Yes! Soreness is your body telling you new muscles and ligaments are being activated – the entire purpose of Stride insoles is to reposition the foot to activate these structures. By starting with limited, gentle use, the soreness will transform to strength, endurance, and all day comfort.

How do I purchase another pair?

To reorder another pair, please login to your website account here. Your previous order should be there, and you can just hit ‘order again’ to do so. If you’d like to make any modifications for your new pair, please send an email to team@stridesoles.com after purchase 

How do I make a return/exchange?

We have a 100% satisfaction guarantee, meaning we will rebuild your pair or refund your purchase within 180 of receiving your insoles. Importantly, we ask that you wait 21 days after receiving the orthotics before initiating a request, as it can take up to 2 months to fully acclimate to your Stride inserts. To start the process, follow this link

I have a question I can't find online!

No problem – you can always reach us at team@stridesoles.com.

How do I buy something for a friend or family member?

Easy. We offer Stride gift cards. You can purchase one with this link.

If I buy again, do you already have my information saved?

Yes! We save your information for 10 years. Upon reordering, we will immediately build an identical pair.