Reply from XSTANCEMay 19, 2026
Hi Bridget,
Thank you for taking the time to share your experience - we genuinely appreciate it, and we're glad our customer service team was responsive in getting back to you.
We're also truly sorry to hear about the frustration you experienced at checkout. The last thing we want is for anyone to feel overwhelmed or pressured when they're just trying to complete a purchase. Our intention with any extra offers is simply to make sure you don't miss any promotions available to you but we completely understand that too many pop-ups or add-ons can feel pushy, and that's not the experience we want to create.
As for the plantar fasciitis relief - please don't give up just yet! We want you to feel the difference, and we're confident we can get you there. A couple of things that really help: first, make sure you're removing the factory insoles from your shoes before putting ours in - layering them can actually work against the support they're designed to provide. Second, our insoles do have a short break-in period, so we recommend starting with a few hours a day and building up gradually. Many of our customers start noticing a real difference once they've fully adjusted.
You are not alone in this, and we are here for you every step of the way. Our support team is available 24 hours a day, every day, whether you need help with your refund, your order, or getting the best results from the product. If you've already reached out and haven't heard back, please check your spam folder as our reply may have ended up there. If not, reach out to us again at [email protected] and we will make sure you are fully taken care of!
