Upstep Custom Orthotics#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.
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Medical Specialists · Denver, Colorado
Excellent
Medical Specialists · Spokane, Washington
Excellent
Medical Specialists · Irvine, California
Excellent
Medical Specialists
Excellent
Showing 83 reviews with 2 stars · Clear filters
Lee H.
Feels like a scam! The orthotics dont fit well and clearly have not relieved any foot stress. I tried them for over month on several different shoes and boots. All this after waiting way longer (2 months) than the promised time frame. Not satisfied!
Roy K.
I would be very careful before buying orthotics from this company. I need orthotics to walk comfortably, as I have very flat feet. I've had the same kind for over 20 years (hard, very thin low profile) and it was impossible from looking online to see exactly what the orthotics would be like. When they arrived, they were exactly what I didn't want (covers the entire insole, padded, etc) and one of the arches was not in the correct position. No problem, because of their money back guarantee. I returned my orthotics on September 11, 2026. It is now October 20. I emailed them, only to get a bot response of 'our finance team will get back to you in 2-5 days'. It's now been 6 business days with no response from their finance team.
Response from Upstep Custom OrthoticsOct 22, 2026
Hi Roy, I would like to try and get this resolved for you asap. Please could you email me at [email protected] and let me know what your order number is? I will see what status your refund is at and ensure this is expedited 😊
Mark E.
My last orthotics were good but the customer service doesn't answer my questions. I send information and ask very specific questions and they answer so if they couldn't read my email which was in English. This is unacceptable! I don't pay hundreds of my dollars for 3 pairs to not have my questions answered.
Response from Upstep Custom OrthoticsAug 21, 2026
Thank you for sharing your feedback. We're sorry to hear that your recent experience with Customer Care has been frustrating, especially as a returning customer. We understand how important it is to have your specific questions fully addressed, particularly when ordering multiple pairs. We apologize for the communication issues and would appreciate the opportunity to review your concerns and make sure you receive the answers you need. Please contact us at [email protected] with your order details so we can assist you further.
Joe Ghio Foster City J.
I've already ordered two pair of these insoles. Two years later I'm reordering and they're dragging their feet (pun intended) in shipping them to me. Every email sounds AI generated. I'll probably find another company for insoles after this.
Response from Upstep Custom OrthoticsJun 15, 2026
Thank you for your feedback. We're sorry to hear this reorder experience has not met your expectations. We understand how frustrating delays can be, especially as a returning customer, and we apologize if our communication felt impersonal. We appreciate your past support and hope to have the opportunity to provide a better experience moving forward.
CJ M.
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.
Hadiya F.
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.
H> J.
Mary was well informed, but didn’t assuage my concerns - some of which I think are poor customer service on the part of UpStep and some on Mary. Mary informed me that if I didn’t reach out after the 21 day break in period, the rest of my order would likely ‘sit’ because of such high volume - I think this should be handled by UpStep. Seems predatory to ‘wait and see’ if customers follow up. Then I remarked that my order (1 of 3 pairs custom orthotics) has taken a long time - 35 business days. Mary told me this was because the design team was often ‘waiting on my response’ to emails. I can assure you my correspondence was prompt. Without checking response time, I think that statement is in poor taste, as well as incorrect. Don’t think I would buy again.
Response from Upstep Custom OrthoticsMay 14, 2026
We sincerely apologize for your experience and understand your frustration regarding the communication and delays with your order. We appreciate your honest feedback and are sorry to hear that parts of the process left you feeling disappointed. This is not the experience we want for our customers. Please reach out to us directly at [email protected] so we can review your concerns further and assist you directly.
Terry A.
No tracking info provided. Insoles came with some type of pads with zero info on how to use them. Very disappointed with price vs info provided with info.
Response from Upstep Custom OrthoticsMay 14, 2026
We sincerely apologize for the lack of tracking information and instructions included with your order. We understand how frustrating that can be, especially given the investment in your orthotics. Please reach out to us directly at [email protected] so we can provide guidance on the pads and review your concerns further.