If you run into any problems adjusting to your orthotics, or if something doesn’t feel right, the information below may help. All our customers, no matter where you bought them, are welcome to call or email us for advice, and we prefer to hear from you sooner rather than later if you have any discomfort or problems. Only about 4% of our customers need to contact us for support, and we can assist with most of these. Fewer than 2% of our customers return their orthotics.
When you call us, please have your orthotics, footprint, invoice/receipt, and instruction sheet ready. Can’t find your instructions? Then please download them here.
Here are some of the questions we may discuss with you.
Break-in path
What break-in path did your fitter recommend? How long are you wearing the orthotics in the morning and afternoon now? If you have progressed any faster than the “slow” path, then we suggest you back off and start again on the “slow” path. This is particularly true if you are being bothered by the ‘golf ball’ pushing up into your arch, or if you have ever suffered from heel pain, plantar fasciitis or heel spurs, or if you are high arched.
Correct size
Although we are very careful with sizing, your foot may change during the break-in period. Please check that the size on the actual orthotics matches what was written on your footprint and on your receipt. If there is any discrepancy between those three, a mistake may have been made. If so, immediately stop wearing the orthotics until the matter is resolved.
Footwear
Occasionally, a customer wears their orthotics in only one pair of shoes or boots. Once we suggest they try them in different shoes, they report back that the problems have gone away. The problem may be a particular pair of footwear, so we suggest you vary your footwear to identify the problem shoes.
Insoles
Step Flex orthotics are worn on top of standard shoe insoles. If you remove your insoles and put the orthotics directly on the ‘naked’ shoe, the orthotics a) will wear out very quickly, b) will not feel comfortable, and c) will not work as well. The insoles that came with your shoes are suitable in most cases. If you remove them for any reason (excessive medial arch, too thick), then you must replace them with flat insoles. Never put the orthotics in an unlined shoe.
Unusual conditions
While Step Flex orthotics work with nearly all feet, it is less likely to get perfect results if you have:
- Scar tissue in the arch of the foot. Our orthotics put much more pressure on the arches, which may be a problem if a previous injury or surgery has left scar tissue in this area. You may still get many benefits, so you’ll have to decide if the benefits outweigh the new discomfort.
- Surgical intervention involving fusing, pinning, screwing or plates to the bones of the feet. Our orthotics work to bring your bones back into correct alignment, but if some joints do not move freely, that may not be possible. Again, you’ll have to decide if the benefits outweigh the new discomfort.
Both feet?
Are you experiencing the new problem equally in both feet, or is it more evident in just one foot? We should be evenly balanced. If one foot is accepting the new orthotics, that suggests the issue lies in the other foot, not the orthotics. This isn’t conclusive, but it’s another clue to what is happening.
Other factors
With so many thousands of pairs sold each year, we are sure to come across some unusual cases. As stated at the beginning of this section, we are always ready, willing and able to provide expert assistance. Please call us if something does not feel right. We can nearly always help, but we are not psychic! We keep detailed notes of all calls to our national office so we can provide ongoing support with your full history on file.
Medical advice
Symptoms can have many causes. Only a qualified medical practitioner can diagnose your condition. Information provided by this website, our brochures, our staff, and our distributors can explain how Step Flex orthotics can help in many situations, but it is never medical advice and must never be taken as such. If pain persists, see your medical professional.