#1 rated custom orthotics in the US. Upstep specializes in the design and manufacture of custom foot orthotics and foot care solutions.We provide the best custom orthotics available and do so at the most affordable price, in the fastest time, with excellent customer support.Our in-house professional Podiatrist designs each custom orthotic.Our Guarantee:If you’re not in love with your custom orthotics within 180 days, we’ll refund your order - no questions asked!
Upstep Custom Orthotics (upstep.com) has 3,671 customer reviews on Five Star Index, with an average rating of 4.2 out of 5.
Also known as
upstep.com
Website
upstep.com
Category
Medical Specialists
Listed on Five Star Index
2026
About these reviews
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The company replied to 89% of reviews.
Latest
Most recent review: October 2026.
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DO NOT COME HERE They always wear out just outside of the warranty and I had to submit multiple customer service requests to hear anything back. You would be better off spending the $500 at a real foot doctor!!!!!!
Response from Upstep Custom OrthoticsMay 21, 2026
We’re very sorry to hear about your experience and understand your frustration. We never want any customer to feel ignored, and we apologize for the delay in communication. Our goal is always to provide long-lasting support and quality products, and we regret that we did not meet your expectations. We would appreciate the opportunity to review your concerns further and see if there is anything we can do to help.
CM
CJ M.
Waiting for a refund
Once we determined that thus was not the product for me, I was told I would get a refund for the second pair I ordered. Have not received the refund or any communication from the financial department.
Update: I reached out again and still have not received any response. Very bad customer service!
Response from Upstep Custom OrthoticsMay 21, 2026
We sincerely apologize for the lack of communication and understand how frustrating this situation must be. If a refund was approved, you should have received clearer updates from our team. We would appreciate the chance to look into this for you right away and ensure your concerns are properly addressed. Please reach out with your order information so we can assist further.
SV
Suzanne V.
Mary especially was prompt kind and…
Mary especially was prompt kind and helpful. I would recommend your company for sure!
Response from Upstep Custom OrthoticsMay 21, 2026
Thank you so much for your kind words and recommendation! We’re thrilled to hear you had a great experience, and we’ll be sure to share your feedback with Mary. We truly appreciate your support and are grateful to have you as a customer!
KE
Ken
My 2 year search for proper support is finally over!
I can finally quit buying all those off-the-shelf inserts. I've bought at least 20 pair but nothing worked. As is common, one of my feet is slightly different than the other. And inserts worked just okay until i reached several miles on a hike - and then the different place that the insert pushed against my arch caused pain in one foot, usually laterally on the outer edge. Nothing worked! And while walking, it's all i could think about rather than enjoying the experience. But then i decided to try UpStep and my 2 year seach is over. They feel great, even after 10+miles which means they also feel great from the beginning. They support each foot where each one needs it! Starting my second Camino de Santiago next week and am SO relieved that my feet will now give me the support I need so i can focus on the Camino, not my aching feet.
Response from Upstep Custom OrthoticsMay 21, 2026
Thank you so much for sharing your experience! We’re incredibly happy to hear that your custom orthotics finally gave you the support and comfort you’ve been searching for. It means so much to know you can now enjoy your hikes without constantly thinking about foot pain. Wishing you an amazing second Camino de Santiago journey — we’re honored to be a small part of it and hope your Upstep orthotics continue supporting you every mile of the way!
SB
Sam B.
No orthotics, no refund, no customer service
June 1 update on this: Despite Upstep's response below, they have done nothing towards issuing my long-overdue refund. This is their pattern: Niceties in the review chat and absolute silence in terms of actual customer service. I have since filed a formal complaint with the BBB, but do not expect to ever see the ~$300 they owe me, which in today's environment matters. Do NOT do business with this company--just go to a podiatrist. I wonder what they'll promise next in their next response to my complaint.
Scroll down for my original message. Long story short, the orthotics were bad and I still have no refund. Now past the promised 18 day timeframe. No one is there to answer the phone. Email takes a day to respond. Really not a great experience, and a waste of money.
I gave them $370 on February 2 and as of April 8 have nothing to show for it. The original pair did not fit my feet properly. It's almost as if they used someone else's molds. I asked for a refund that day and they asked to remake them and warned about the restocking fee. I agreed to have them remade. As of today, April 8, I have not received them. I contacted them via email and they sent me a USPS link showing the delivery had been made. It showed the orthotics arriving in Wisconsin (I'm in Virginia). When I pointed this out, they responded (two days later) that they had a new link showing delivery, but that was for the initial pair. When I pointed that out, they responded (one day later) that they hadn't actually remade mine yet, and they asked me to look at how my feet touch the ground and send them a description so they could make them properly. At this point I have lost all confidence and want my nearly $400 back. When you call customer service you get an instant message saying they're busy, and asking you to leave a message with your email. Then nothing happens.
Response from Upstep Custom OrthoticsMay 21, 2026
We sincerely apologize for the experience you’ve had and understand why you’re frustrated. The delays, shipping confusion, lack of timely communication, and continued issues with your remake are not the level of service we aim to provide. We regret that this process caused you to lose confidence in us, especially after the amount of time and money you invested. Your concerns deserve proper attention, and we would appreciate the opportunity to review your case directly and work toward a resolution as quickly as possible.
JS
Jane S.
From Beginning to End Mary in Customer…
From Beginning to End Mary in Customer Service responded Promptly to each Issue, it could not be any better than this.
For the Orthotics it might be best to not Advertise them as 'Insoles', because they actually lift like an Orthotic Should.
This was my first pair, and an informative learning experience.
Response from Upstep Custom OrthoticsMay 19, 2026
Thank you so much for your thoughtful review! We’re thrilled to hear that Mary was able to provide prompt support throughout your experience and help make the process a positive one.
We also appreciate your feedback regarding the orthotics terminology. We understand how your first experience with true orthotics can be different from standard insoles, and we’re glad they provided the support and lift you were looking for.
Thank you again for choosing us and for sharing your experience!
HF
Hadiya F.
I was getting messages that didn’t make…
I was getting messages that didn’t make sense. I was ready to cancel my order. Using AI may not be so good
Response from Upstep Custom OrthoticsMay 19, 2026
Thank you for your honest feedback, and we sincerely apologize for the confusion caused by some of the automated messages you received. We understand how frustrating that can be, especially during the ordering process.
We’re continuously working to improve our communication systems, including our AI support tools, to make sure information is clear and helpful. We truly appreciate your patience and are glad you chose to continue with your order.
If you ever have questions or need assistance, our customer service team is always happy to help directly.
FR
Frankie
Mary in customer service is helping me…
Mary in customer service is helping me with my order she shipped me a new kit since its been 5 years since my last impression, back then I was 276 Lbs and wearing a 10 wide and now I'm 181 Lbs and now wearing a size 9 Xtra wide sketchers slip-in sneakers
Response from Upstep Custom OrthoticsMay 19, 2026
Thank you so much for sharing your experience! We’re glad Mary was able to assist you with updating your order and getting a new impression kit sent out.
Congratulations on your incredible progress as well — that’s a major accomplishment! Since foot shape and support needs can definitely change over time, especially with significant weight loss and shoe size changes, updating your impressions is a great step toward ensuring the best possible fit and comfort for your new orthotics.
We truly appreciate your continued trust in us over the years!
