- Do you have any physical store locations in my area?
No, we do not. HealthyFeetStore.com is an online store only with an administrative office in San Diego, California. Please call 866.324.3338 or email cservice@healthyfeetstore.com for any questions.
- What size shoes should I order?
The most accurate size can be obtained by getting your feet measured at a department store or shoe store. Shoe sizes are not uniform and do vary by shoe manufacturers.
The difference between shoe lengths is approximately 1/3 inch and the difference between widths is approximately 1/8 inch.
We also have a sizing chart on our web site. This sizing chart can be used for European to U.S. sizing conversions and has the approximate inches per size.
Keep in mind that most retail shoes are medium width.
If your shoes are too small or too big, we offer free exchanges. Please contact us at 866.324.3338 so we can assist you with your exchange.
- When will I get my order?
Please read our Total Delivery Time calculation page to help you estimate your package’s time of arrival.
- What is the status of my order?
If your shoes have shipped, you should have received an e-mail with the tracking number. If not, please call us at 866.324.3338 with your order number and/or full name.
- How do I know if the shoes I want are in stock?
Once your order is placed, you will be contacted as soon as possible if the order is not in stock. Once your order ships, you will be e-mailed the tracking number to track the package. If you have any questions, you can always call us at 1-866-324-3338 to check availability.
- I need the shoes or foot care product by tomorrow.
Most of our shoes are not available for overnight shipping.
We can ship foot care products and most slippers overnight within the continental United States. The order will be shipped UPS and the cost will be $34.95.
If the order is placed before noon (Pacific Time), your products will ship that day. If the product or slippers are ordered after noon (Pacific Time), they will ship the next day.
We also offer express shipping which is available for most shoes and products (excluding Kumfs, Finn Comfort and some New Balance shoes.) With express shipping, you will receive the shoes, products or slippers in about three to five business days after your order has been processed. That might be a more reasonable option if you need your order quickly.
- The tracking information for my purchase says that my package has been delivered, but I did not get it.
If the tracking number says the package was delivered but you did not receive it, please check your front, side and back yards. Ask neighbors if they received the package by mistake or if they saw where the UPS or USPS worker put the package. If the package was shipped to an apartment/condo complex or an office building, check with the front desk or management office. If you still do not find the package, call UPS with the tracking information and ask for assistance. Once you have attempted to find the package and it is still missing, call us and we will assist you.
- My bank shows I was charged twice for my order.
What you are seeing is an "authorization" for the charge, not the actual "charge." The authorization is made when you place the order to inform your bank to reserve the funds to complete the purchase. The actual charge replaces the authorization when the order is processed. The actual charge may not exceed the authorization charge.
- I received defective shoes.
We want you to be 100% happy with your order. You may return defective shoes within 60 days of purchase. Please call us at 866.324.3338 about your defective shoes and we will set up a free return for you. Normal wear and tear of the shoes is not considered a defect.
- Why does my order say Pending Review?
When an order says it is “Pending Review,” it usually indicates there is something in the billing or shipping information that does not match the (credit) card provided. We will call you if this means that your order will be delayed. If you are concerned about your order, please call customer service and we can look into it for you.
- How do I return shoes?
Please read through our Return Information page.
- How do I exchange shoes?
Please read through our Exchange Information page.
- I did not receive a packing slip in my box and I need to exchange or return my shoes.
Our Exchange & Return Form can be downloaded on our web site. (It is also found on our home page.) Please print the form and fill it out.
- I have returned my shoes and do not show a credit to my account.
Credits will be issued within 10 business days. We do not refund the shipping costs. We will email you when your return is complete and your account has been credited. Please note: After your credit is processed, it may take an additional week for the funds to show in your account. Most banks take approximately a week to transfer funds on a credit.
- I returned my shoes. Why did you give me a store credit?
If you return shoes 35 days after you received the shoes, we will issue you a store credit. Please read our Return Policy here.
- I want to send a pair of your shoes to someone as a gift but I do not want them to know how much I spent.
The cost of the products will not be included on the packing slip.
- Can you bill my insurance company or can I use Medicare to buy my shoes?
No, we do not work with insurance companies or Medicare. The codes on some pages are provided as a guideline in selecting products that adhere to the strict guideline established by the U.S. government. The Therapeutic Shoe Bill (which pays for shoes for at risk Diabetics) was designed to ensure that at-risk diabetics were actually fit by a skilled practitioner to check the fit of the shoe on the foot to decrease the odds of amputation.
- I need a shoe with great support and extra depth.
All of our shoes are orthopedic, diabetic or therapeutic.
90 % of our shoes have removable insoles and have added depth. Each shoe will specify under "Special Features" if it has removable insoles and added depth.
- How do I use my orthotics in my new shoes?
Go to here for instructions.
It is suggested that you remove the existing inserts and unlace the shoe completely. Check the length of the new insert against the existing insert, and trim to fit if necessary. Insert the new insert making sure to butt the heel and roll the orthotic into the toe section. Next put the shoes on and stand up, making sure the insert is lying flat. Next, lace the shoes to conform to the unique shape of your foot.
- I am normally a 2E but the shoe I am looking at is not offered in a 2E. What width do I choose?
Each manufacturer gets to establish their own width standards. Some width sizes are in even numbers and some are in odd numbers. A 2E with one manufacturer might be the same as a 3E with another. Again, the difference between each width size is about 1/8th of an inch.
- What is the difference between a 2E and a 5E in a slipper?
A 2E and a 5E are the same width for slippers, but the upper is enhanced by ½” to allow for the increased width.
- My Doctor says I need a shoe with a good arch support, what would you suggest?
Most of the shoe & slipper brands we carry have shoes with excellent arch support. If you have questions on a specific brand or style, feel free to call our customer service staff at 866.324.2228.
In addition, most of our shoes have removable footbeds to accommodate your custom orthotics or over the counter arch support insoles. You can put arch supports insoles into any shoe that has a removable footbed. Shoes with a removable insole or shoes that have extra depth make it easier to put an insole or arch support in them.
- What is the difference between a 3/4 arch support and a full length?
A 3/4 arch support extends from the ball of the foot (right behind the toes) to the heel. A full length insole extends the entire length of the foot. A 3/4 length insole is more appropriate for dress shoes or those with hammertoes, crossed toes or bunions that may need that extra room. The full length insole offers cushioning the entire length of the foot and is trimmable with ordinary household scissors.
- My mom's feet are very swollen, what shoes do you recommend?
Please look at our stretchable shoe and extra-extra depth shoe sections.
Also, please look at our adjustable strap slipper collection. Choose slippers that are soft and flexible - the perfect remedy for swollen feet.
- I need slippers with arch supports or removable footbeds so I can use my orthotics.
Most of our slippers are made of high quality materials and offer added arch support.
Slippers with arch supports and removable footbeds can be found in the Old Friend,
Cloud Nine
and Giesswein collections.
- I need kids shoes with good arch supports.
Most children’s shoes are built, intentionally, without arch support. They offer a smooth platform for developing muscles, or a nice bed for an upgrade orthotic. KidZerts Children’s Insoles are perfect for young growing feet because they provide exceptional arch support, a deep heel cup, and wear-moldable technology, which means that over time they'll conform to the unique size of each individual foot for improved foot health, support and stability. Pedag offers insoles from childhood through adulthood, starting with the Bambini. Arch Angels were designed to supply a firm posting to their arch support. And the Birkenstocks are lean to fit any style shoe and provide a silk lined, deep heel cup, with a metatarsal pad.
- My child is getting married – do you have a dress shoe that I can get around in?
For the Mothers, we offer “sensible” heels from Softwalk, Naot or Kumfs.
For the Dads, we would suggest PW Minor, Comfortrite or Naot.
- My child’s shoes smell awful, what can I do to get rid of the odor?
We have a number of products that can assist you. We recommend On Your Toes (which is one of our best selling products), Cedar Shoe Trees or our newest odor-eating item, Stuffitts Shoe Savers.
- I have a cast on one leg – do you have anything that will make my step even?
See the Evenup Leveling Device to stabilize your walk.
- I had surgery and I need a temporary shoe that provides protection.
We recommend our selection of Post-op and Wound Care products. We offer selections from Pediatric to Adult.
- Can I order 2 different size shoes?
Yes, please see our Different Sized Feet page.
- I am a doctor and I am interested in your referral program.
Please call customer service at 866.324.3338 and ask for Richard about the program.
- Do you offer discounts?
We send out monthly promotions and a newsletter which contain current coupons and notify customers of current sale items. Click here to sign up. We do not sell your email to anyone and you may unsubscribe at any time.
We also offer 10 percent off discounts to people in the medical field (pharmacies, doctors, physical therapists, etc.) or people in the military.
We also have a coupon page that lists some of our current coupons and can be accessed on our home page. Coupons change month to month.
- I have one leg shorter than the other. Can you help me?
You can find shoes that are available for you to order on our Limb Length Discrepancy page.
- Can I order 2 pair of shoes and send one pair back if they do not fit?
Yes, you will need to pay return postage for returns. See our Return and Exchange Policy page.
- Can I change information about the order I have already placed?
Please call us immediately at 866.324.3338 and tell us your order number (after the last dash in the subject line of your e-mail confirmation) and your full name. If your order has not been processed for shipping, we can change information on the order.
- What makes a shoe a diabetic shoe?
There are four main characteristics of a diabetic shoe:
• Available in at least 3 widths (N, M, W, XW, etc.
• Made of a protective material (normally Leather)
• Solid means of closure (Tie or Velcro)
• Extra 3/16” interior depth to accommodate orthotics
- What are European sizes?
European sizes are based on a metric measurement. They are not normally available in widths. Please visit our sizing chart.
- What is the difference between extra, double and super depth?
Extra-depth includes all diabetic shoes (by definition) that incorporate 3/8” interior depth.
Double or extra-extra depth is 1/8” more, which makes it ½ inches deep
Super depth is at least 9/16 of an inch
These are the Apis offerings:
Depths: Added-depth; double-depths; supra(triple)-depths
Widths:
Ladies': aa, b, d, 3e, 5e, 7e, 10e, 14e
Men's: d, 2e, 4e, 6e, 9e, 10e, 14e
Toddlers' : m, w
Youth's; m, w, xw
- What will happen if I refuse my shipment?
When you place an order, you are making a commitment to purchase that item, and your payment will be processed at the time the order is placed. If your order is returned to us or our manufacturer, and there was no error on our part, or, if you refuse delivery of the package after ordering, you will be assessed a 20% restocking fee. Original shipping charges are not refundable. You will be responsible for the carrier's return shipping charges for refused items that are shipped back to us, our manufacturer, or our warehouse. All such fees will be deducted prior to issuing a credit or refund, or billed to the credit card provided during registration and/or checkout.
- What if I want to cancel my order?
Healthyfeetstore.com endeavors to expedite all orders to customers as quickly as possible. When you are shopping online, you may cancel your order at anytime by just closing the browser window. In the event you have processed the order and find that you need to cancel it, change an item in the order, or change the shipping address, please call us at 1-866-324-3338. We will make every effort to accommodate a cancellation request as long as the order has not been shipped. If your order has shipped, it cannot be canceled. If for any reason we are unable to make the change before the order is processed and shipped, you will need to return the item at your expense.
- Shipping Address Errors and Undeliverable Shipments
It is the customer’s responsibility for entering accurate shipping information when submitting an order through our online ordering system. Be sure to check your information before finalizing the purchase. If you discover that an error was made in your shipping address contact us immediately. We will do our best to correct the address if the order has not shipped. If the order has been shipped and we are unable to make any modifications, it is the customer's responsibility to pay all shipping expenses associated with misdirected parcels.
If a package is unclaimed and returned because of unsuccessful delivery attempts, the customer is responsible for paying any additional shipping charges. We do not issue shipping refunds for the original shipment or the return shipment.
- Disputed Charges or Chargebacks
If you are not pleased with our service or products for any reason, please contact us immediately. We are happy to work with you to achieve a satisfactory resolution. Please note that you will be charged a $25 bank fee upon our notification of a disputed charge or chargeback with your credit card company. Just like a canceled check or a check with insufficient funds, this fee is paid by the customer as a bank processing fee and is non-refundable.
- Warranty Information
From the date of receipt, all shoes and foot care products sold at HealthyFeetStore.com (U.S. orders only) have a 60 day warranty that covers manufacturing defects involving materials and/or workmanship. Please read the entire warranty policy before contacting customer service.
For international warranty information, please call customer service at 1-866-324-3338 for information about HealthyFeetStore.com's International Warranty Policy.
