Upstep Custom OrthoticsReviews of upstep.com

Reply from Upstep Custom OrthoticsJun 14, 2024

Hi there, thank you so much for sharing your feedback! During your orders progress, you are sent email updates through every stage of customization. We recommend checking your spam folder as sometimes those emails may have landed there. You can check your order at any time using our online order tracker here- https://www.upstep.com/order-tracking Someone from our customer care team has contacted you regarding your order's status. Please do not hesitate to reply with any further questions or concerns. Thank you!

Reply from Upstep Custom OrthoticsJun 7, 2024

Hello, we would love to update you on the status of your order at your earliest convenience. Please email our customer care team at [email protected]. We look forward to hearing from you!

Reply from Upstep Custom OrthoticsJun 4, 2024

Hello! Thank you for sharing your feedback. We're sorry to hear that your new orthotics are not meeting your expectations. Custom orthotics can require adjustments to ensure they fit your needs perfectly, and that's completely normal. We’d like to remind you about our 180-day risk-free trial, which includes free adjustments to make sure your orthotics are just right for you. Please reach out to us at [email protected], and we'll be happy to make any necessary adjustments to improve your comfort. Your satisfaction is our top priority!

Reply from Upstep Custom OrthoticsJun 4, 2024

We’re truly sorry to hear about your experience and understand your frustration. While our orthotics are crafted in global manufacturing facilities, our logistics centers are based in the US to ensure timely delivery. Our turnaround time is noted to our customers before placing their orders for full transparency. We strive to provide clear communication and regular updates about your order's status. Please reach out to us directly at [email protected] so we can look into your specific situation and address any concerns promptly. We genuinely appreciate your feedback. We look forward to taking care of this with you.

Reply from Upstep Custom OrthoticsJun 3, 2024

Hello, we would love to provide you with an order status. Please visit us at upstep.com to chat with a live agent or email us at [email protected]. We look forward to hearing from you!

Reply from Upstep Custom OrthoticsMay 31, 2024

Hi there, thank you so much for reaching out! We would love to provide you with an update on your order. Please visit us at Upstep.com to chat with a live human or email us at [email protected] when you get the chance. We look forward to assisting you!

Reply from Upstep Custom OrthoticsMay 22, 2024

Hello, I appreciate you bringing your concerns to our attention regarding your recent order. Your feedback is invaluable to us, and I want to ensure that everything is clear regarding the processing timeline. After carefully reviewing your order details, it appears that your custom orthotics were shipped exactly as scheduled. Our records indicate that we received your impression kit on 4/09, and your orthotics were shipped on 5/21, in line with our standard 29 business day turnaround time. I understand the frustration of waiting for your order, and I want to clarify the difference between store-bought insoles and custom orthotics. Custom orthotics are meticulously crafted to address your specific foot issues and biomechanical needs, which necessitates a thorough design and manufacturing process. This customization ensures optimal comfort and support tailored to your individual requirements, offering benefits beyond what standard off-the-shelf insoles can provide. We appreciate your patience throughout this process. Should you have any further questions or require assistance, please don't hesitate to reach out to us.

Reply from Upstep Custom OrthoticsMay 22, 2024

Hello, thank you so much for sharing your concerns with us. I would love to provide more insight and perhaps be clearer. The date you place your order is not relevant to your ship date; we can only start the process once we have received your impression kit back. We received your kit on 4/25, and your order has already been designed and is making its way into production. Our customization process takes up to 29 business days to ensure a high-quality, personalized product. Based on this timeline, your estimated ship date will be around 6/6. We understand this may seem lengthy, but creating custom orthotics involves detailed assessments and precise manufacturing. We appreciate your patience and are confident you'll be satisfied with your custom orthotics. If you have any further questions or concerns, please feel free to reach out.