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Our Transparent Policies

Important Information to Know

Prescriptions 

We require a prescription for custom made orthotics, build ups, orthopedic shoes and met pads. Having a prescription from a healthcare professional protects you. We are following a Doctors prescription that is dated before the appointment. In most cases your doctor or other health care professional can give you a prescription for all of our services. Please provide the prescription to our Certified Orthopedic Footwear Specialist. Feel free to shop and check out our shoes while you are in our store. Almost every shoe we have in our store has a removable insole to fit an orthotic. We are a one stop shop!

Claiming Insurance for Orthopedic Shoes

Your insurance policy states that you can claim orthopedic shoes? Most insurance companies will need a prescription. Please check with your insurance provider to be sure that the shoes you pick will be approved. Not all shoes are approved and every insurance company is different. What one will accept the other will not. We can help you to find shoes but we cannot take shoes back that have been worn. It is in your best interest to do your homework first. 

No Show Policy 

Any customer that misses an appointment without canceling it in advance would be considered a no show.  Please cancel by 5 PM, One working day before your scheduled appointments.

Late Policy

Customers that are 10-15 Minutes late for their appointment will have to reschedule. 

Walk In Policy 

We do not accept walk ins. Our Certified Orthopedic Footwear Specialist is very busy and cannot fit customers in between appointments. This puts other customer's appointments behind and since they have taken the time to make an appointment they will be seen in order first. You are welcome to wait but there is no guarantee that you will be seen.

Return Policy

Footwear can only be returned for refund within 7 days of the purchase date accompanied by the original receipt, original packaging, and no visible wear marks on or in the shoe or sole. All custom made products are nonrefundable. All markdown shoes and promotion are final sale. 

Manufacturer's defect

Sole Experience Inc. guarantees all products against manufacturing defect for 6 months from the purchase date.

We will replace, exchange or offer a store credit for the product as best suits the case. We may not be able to replace the shoe if we no longer have the shoe in stock and our supplier is unable to replace the exact style of shoe. We will give our customers a store credit or exchange in that case. We do not give a monetary refund for Manufacturer’s defects. Our store credits do not expire.  Sole Experience does not guarantee its products for wear-and-tear. We reserve the right to refuse a manufacturers defect in this case.

Customers must pay for the costs of shipping the defective product to Sole Experience Inc. and for the cost of shipping the replacement product back to you.


Do not hesitate to call and speak to our staff for more information. You can also email us at tammy@soleexperience.com.