Upstep Custom OrthoticsReviews of upstep.com

Daisy was quick to answer my questions and seemed to very knowledgeable. Her responses were all professional and personable at the same time.

1. It took a long time for them to prepare and ship the product. 2. The product was of absolutely no use to me. 3. The offer says they will refund what you paid. But when I returned the product, I learned that there's a charge, now $19, for returning the product. An Upstep agent said the charge is in the terms and conditions, but the Ts & Cs are not referred to anywhere during the ordering process - probably no accident. In fact, you have to look at the bottom right-hand corner of their VERY long home page. 4. It took WEEKS and my emailing them to get a refund.

Ryan was helpful and quick!

Ryan was super helpful and addressed my concerns right away.

Kasie was great to work with regarding an issue with my new insoles. Kasie was not only very helpful, but very responsive and helped take care of what I needed very quickly. Thank you!

I can’t say enough good things about Upstep! From start to finish, the process was incredibly easy and user-friendly. The customer service is truly next-level—responsive, helpful, and clearly committed to making sure everything is perfect. I ordered four custom orthotics and had a small issue with just one of them. I simply asked a question, and without hesitation, Upstep jumped in and resolved it quickly and professionally. They didn’t just fix the problem—they made sure everything was exactly right. It’s rare to find a company that stands so strongly behind their product, but Upstep absolutely does. I’m genuinely impressed with the quality, service, and care they provide. I’ll be referring friends and family for sure—and if you’re on the fence, just try them. You won’t be disappointed!

I asked to cancel and order, it was cancelled no problem but then I was quoted the refund amount different than what I paid, then it was corrected however, I was told it would take 14-18 business days to process refund. It’s been 18 business days and still no refund. When contacted, they said hey forwarded the request to their finance department (again) and I should have a response in 2-5 business days. This is 2025, not 1975, this is unacceptable and I have contacted my bank to dispute this charge since Upstep has been miserable to deal with this.

Mary did a good job helping me