Terms & Conditions

Welcome to Stride Soles, Inc. (DBA: Stride Soles) Terms and Conditions. These terms outline the rules and guidelines for using our website and services. By accessing or using our website and services, you agree to be bound by these terms. If you disagree with any part of these terms, you may not use our website or services.

Use of Website
You agree to use our website and services only for lawful purposes and in a manner consistent with these terms. You may not use our website for any illegal or unauthorized purpose.

Intellectual Property
All content and materials on our website, including but not limited to text, images, logos, and graphics, are the intellectual property of Stride Soles, Inc. and are protected by copyright laws. You may not reproduce, distribute, modify, or create derivative works of our content without prior written permission.

User Accounts
If you create an account on our website, you are responsible for maintaining the security of your account and for all activities that occur under your account. You agree to provide accurate and complete information when creating your account.

Limitation of Liability
We are not liable for any damages or losses resulting from your use of our website or services. This includes direct, indirect, incidental, consequential, or punitive damages.

Governing Law
These terms are governed by and construed in accordance with the laws of Germany. Any disputes arising from these terms will be subject to the exclusive jurisdiction of the courts in Germany.

Changes to Terms
We may update these terms from time to time without prior notice. The updated terms will be posted on this page with an updated effective date. Your continued use of our website and services after changes to these terms constitutes acceptance of the updated terms.

Stride Soles 21-Day Trial: Terms & Conditions

When you order a pair of Stride Soles through the free trial, you have 21 days from the date your orthotics arrive to try them and decide whether they’re right for you. Your card is saved at checkout but is not charged when you place the order.

Shipping is free

Shipping is free both ways. There is no charge to receive your orthotics, and if you decide to return them, we cover the return shipping as well.

How the trial works

Your 21-day trial begins on the date the shipping courier marks your orthotics as delivered. During those 21 days, wear your orthotics, walk around, and see how they feel. If you decide to return them, start the return process before the trial ends (see below). Once you’ve started the return, you have an additional 10 days to drop the package off with the courier. As long as the courier scans the package in within that 10-day window, you will not be charged. If you have not started a return by the end of the 21-day trial, your card will be charged the $249 product fee.

What counts as starting a return

A return is considered started when you either fill out our return form or email us at team@stridesoles.com. The 10-day ship-back window begins from the date you contact us. A return is considered complete once the shipping courier scans your package in, not when it arrives back at our facility. If the package is lost in transit after check-in, that is our responsibility, not yours.

How to start a return

The fastest option is to fill out this form, which will trigger a prepaid return label to be emailed to you. Alternatively, you can email us directly at team@stridesoles.com and we will send the label from there. Once you receive the label, print it, attach it to the return package, and drop it off with the courier within 10 days.

Adjustments instead of returns

If your orthotics are not quite right but you’d like to keep trying, we can make an adjustment at no additional charge. To request one, email us at team@stridesoles.com with details on what you’d like changed. Once your adjusted pair arrives, a new 21-day trial period begins. This applies to each adjusted pair you receive, so you can continue adjusting until the fit is right.

After the trial ends

Once the 21-day trial has passed and you have not started a return, all sales are final. Returns are no longer accepted after this point.

How this differs from our standard return policy

This 21-day trial applies only to orthotics purchased through our free trial program. Our standard orthotics, purchased outside the trial, are covered by a separate 180-day return policy. The two policies do not overlap, and this trial cannot be extended to match the 180-day terms.

Satisfaction/Money-Back Guarantee Policy

*Custom orthotics are made for one person and one person only. Your pair is built around your specific foot scans, gait analysis, and biomechanical profile. There’s no inventory to restock and no pair we can resell. Our policy reflects this reality. 

At a Glance
Cancel free any time before you submit your scans. Once your scans are in, our podiatry lab starts building your pair. If it isn’t right, we’ll give you unlimited free remakes within 180 days of delivery. If a remade pair still isn’t working after a full 21-day try, you’ll get your money back.

1. Break-In Period
Orthotics must be worn for at least 21 days before requesting a remake or refund.

Custom orthotics change how your feet and body move. Muscles adapt, your gait shifts, and what feels strange in week one often feels natural by week three. The break-in period consistently produces better outcomes and gives us accurate information if adjustments are needed.

2. Your Feedback
To be eligible for a remake or refund, you must share honest feedback about what isn’t working. We’ll send you a short set of questions by email and/or form, and may ask for photos of the insoles and how they fit in your shoes.

This isn’t a hoop to jump through. Your feedback is how we improve. Every answer helps our podiatry lab understand how real feet respond to our orthotics, and that knowledge shapes every pair we build after yours, including your remake. For a company built on custom fit, this information is vital. It’s how we get better for you and for every customer who comes after you.

3. Unlimited Free Remakes
If your orthotics aren’t right after the 21-day break-in, the best next step is a free remake. You’re entitled to unlimited remakes within 180 days of delivery, at no cost.

Here’s why we recommend it. Your first pair is built from your scans and gait data. A remake is built from that data plus your real-world experience wearing them: where they press, what feels off, how your body responds. That feedback is the most valuable information our podiatry lab can get, and it’s why most issues are resolved with a remake. You keep your full purchase and end up with a pair that’s been refined specifically around how you move.

To start a remake, email us at team@stridesoles.com and describe what you’re experiencing. Once we’ve received your answers to our questions, our podiatry lab will build a revised pair based on your feedback.

Note: Once your pair is built to the specifications you provided and confirmed, a request to change them is not covered by free remakes. For example, if you asked for one size and later want a different size, that would be a new pair at our standard price.

4. Refunds
Because every pair is custom-made and depends on precise detail, qualifying for a refund requires a reasonable willingness to share feedback about the issues you’re experiencing and to go through the remake process. That gives us a fair chance to fix them.

You become eligible for a refund once you’ve received at least one remade pair and worn it for 21 days. We ask for that first remake because it’s our best chance to fix the problem using your feedback, and most issues are resolved at this stage.

After that, you can request a refund at any point within 180 days of your original delivery date, including after any additional remakes. If a remade pair arrives too late in that window for you to complete a full 21-day try, we’ll extend your refund window so you can finish it.

How refunds work:

  • Return every pair from your order, including your original pair and any remakes.

  • Return shipping is on us. We’ll email you a prepaid return label.

  • Timing: we’ll refund 100% of the product price to your original payment method within 5 business days of receiving your orthotics.

Cancellations

  • Before you submit your scans: cancel any time for a full refund.

  • After you submit your scans: your pair goes into production. You can still cancel before it ships, minus a 20% lab fee to cover work already done. As stated, every order is completely bespoke, so time spent on your order can’t be re-couped for any other order.

Liability and Medical Disclaimer Policy

At Stride Soles, we take pride in creating custom orthotic insoles designed to enhance comfort, alignment, and overall foot support. Each pair is made to your individual specifications using advanced scanning and design technology. However, it is important to understand the scope and limitations of our products and services.

1. Non-Medical Nature of Our Products

Stride Soles orthotics are intended for comfort, support, and general wellness. They are not medical devices and are not intended to diagnose, treat, cure, or prevent any medical condition. Stride Soles and its representatives do not provide medical advice, and any information provided—whether on our website, in marketing materials, or through customer service—should not be interpreted as a substitute for consultation with a qualified healthcare professional.

If you have a pre-existing medical condition, injury, or persistent pain, we strongly recommend consulting with a licensed healthcare provider such as a podiatrist, orthopedist, or physical therapist before using custom orthotics or modifying your current treatment plan.

2. Customer Responsibility and Use

Each Stride Soles product is custom-crafted based on the data you provide through our scanning process and fit feedback. By purchasing and using our products, you acknowledge and agree that:

  • You are solely responsible for providing accurate information during the scanning and ordering process.
  • You should immediately stop use of insoles if pain worsens or persists.
  • The insoles are intended for personal use only and should not be shared or modified outside of Stride Soles’ adjustment program.
  • You will follow any provided instructions for break-in and care (emailed to you after purchase), including the recommended 21-day adaptation period before requesting adjustments.
  • You understand that individual comfort responses vary, and adjustment or redo options (as described in our Satisfaction Guarantee Policy) are provided to help ensure optimal comfort.

Stride Soles is not responsible for discomfort, injuries, or aggravation of existing medical conditions arising from improper use, failure to follow instructions, or using the insoles for purposes other than intended.

3. Limitation of Liability

To the maximum extent permitted by law, Stride Soles, its founders, affiliates, and partners shall not be held liable for any direct, indirect, incidental, or consequential damages resulting from:

  • Use or misuse of the orthotics,
  • Reliance on any information provided by Stride Soles,
  • Delay, defect, or inaccuracy in product delivery,
  • Failure to consult a qualified healthcare professional regarding medical concerns.

In no event shall Stride Soles’ total liability exceed the amount paid by the customer for the specific pair of insoles in question.

4. Professional Consultation Encouraged

Stride Soles encourages every customer to consult a licensed healthcare provider if they experience:

  • Persistent pain or swelling,
  • Numbness, tingling, or significant gait changes,
  • Concerns about biomechanical alignment or foot health.

Our goal is to complement, not replace, the expertise of medical professionals.

5. Acceptance of Policy

By purchasing, receiving, or using Stride Soles orthotics, you acknowledge that you have read, understood, and agreed to the terms of this Liability and Medical Disclaimer Policy.

Contact Us
If you have any questions, concerns, or requests regarding these terms and conditions or your personal information, please contact us at team@stridesoles.com

Stride Soles, Inc.
5900 Balcones Drive #27642
Austin, TX, 78731, US