#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
Replies
The company replied to 89% of reviews.
Latest
Most recent review: October 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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I've been waiting for insoles and haven't been contacted
Response 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!
DA
David
You pay and they don't deliver
You pay and they don't deliver
Response 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!
RF
Roy Francis D.
4 years ago
4 years ago, I had new orthotics made. They were wearing out, so I tried something different - your company. The orthotics from your company are not as good as the old ones. The arch is weak and the instep is too flat.
Response 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!
JG
James G.
Terrible deceitful company
This company's product is made in another country and it has been over two months and I still don't have the product. Terrible customer care and I will never do business with them again as they are not clear and don't provide any clarification as to the product arrival or anything. Don't buy from them!!!!
Response 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.
MC
Mangesh C.
Very slow delivery
Very slow delivery, not yet received the order after ordering since 3 months
Response 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!
DE
Debbie
I am still waiting for my insoles
I am still waiting for my insoles. It has been since March.
Response 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!
JS
Joanna S.
My order STILL is not here
EDIT after upsteps reply here and via my email. They make it sound like the shipment was already in the works, and all was fine with order. It was not. I have the email paper trail to prove it. Looking at their Facebook site and other reviews, late shipment of orders is a common problem with them. All I ask is honesty. If you tell me 30 day turnaround, then deliver that consistently. Since upstep seems to be unable to deliver in that time frame, perhaps they need to uptadte their turnaround time to the realistic and true timeline of 6-8 weeks.
My order STILL is not here. I am told hopefully will ship out in 10 more days, which will be 52 days since you received my impression. That is 3 weeks longer than the 30 day turnaround i was told.
Terrible.
Response 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.
SW
Samuel W.
I'm regretting this, wish i could get a refund!!
I ordered my orthodics April 11. Today is May 21st, already 6 weeks later and i just received your email stating that your turnaround time is 29 days... thus another 6 weeks before delivery. That's 3 months for a quick turnaround guarantee - I'm regretting this already!
Response 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.
