Return and Exchange Policy

Orthizen 45-Day Comfort Guarantee

At Orthizen, our mission is simple: to help you get through your day without foot pain.

That's why every order is backed by our 45-Day Comfort Guarantee.

What this means

If your shoes don't feel right, we are committed to making it right. This includes:

  • Free size exchanges
  • Free replacements for fit or comfort issues
  • Personalized support to help you find the correct fit

Wear them for real

These shoes are meant to be tested on real shifts, not on the living room carpet. Wearing them does not void your return. Put them through full days at work, long walks and errands. If they are not right for you within 45 days of delivery, send them back.

We ask that you wear them for at least 3 to 5 full working days first, because most fit and comfort issues settle during that period, and we would rather solve the problem than process a return.

Resolution Process

  1. Assessment. Our team reviews your case and identifies the issue.
  2. Solution. We provide the most appropriate fix: size exchange, replacement, or fit guidance.
  3. Replacement or refund. Issued where applicable.

Non-Eligible Cases

The guarantee does not apply in cases of:

  • Normal wear and tear after extended use
  • Requests made more than 45 days after delivery
  • Replacement orders that have already been reissued once

Faulty or Damaged Items

We take exceptional care to ensure every item meets our quality standards. In the rare event that your order arrives with a manufacturing defect or has been damaged during transit, please contact us promptly and we will take care of it.

To assist you efficiently, kindly provide the following within 7 days of receiving your order:

  • Your order number
  • The affected item
  • A brief description of the issue
  • Clear photos showing the defect or damage

Once confirmed, we will arrange a complimentary replacement at no cost to you.

Wrong Item Delivered

Received the wrong product? No problem, we will fix it immediately. Please send us:

  • Your order number
  • The item you should have received
  • The item you did receive
  • A photo of the received item

We will send the correct product to you at no extra cost.

Exchanges

Yes, we do offer exchanges. If you would like a different size, colour or product, contact our support team and we will arrange it.

  1. Let us know what you would like to exchange and what you would like instead
  2. We will provide the correct return instructions
  3. Once your return is received, we will ship your replacement right away

If your item is faulty, damaged or incorrect, exchange shipping is 100% free.

For a standard size or colour exchange, return shipping is paid by the customer.

Cancellations

We begin processing orders quickly to ensure timely delivery. If you wish to cancel, please contact us as soon as possible, ideally within 24 hours of placing your order.

Cancellations can be accommodated provided the order has not yet been processed or dispatched. Once an order has shipped it can no longer be cancelled. Please wait for it to arrive and follow our standard returns process.

Refund Terms

  • Orders for which a replacement has already been issued are not eligible for a further refund
  • Shipping protection fees are non-refundable
  • Returns requested beyond 45 days from receipt are not eligible
  • Returns sent to an unconfirmed address are not eligible

Refunds are issued within 1 to 7 business days once approved.

Return Shipping Costs

Return shipping costs are covered by us in the following cases:

  • The item has a manufacturing defect
  • The item was damaged during transit
  • An incorrect item was received

For all other returns, including change of mind or the wrong size ordered, return shipping is the responsibility of the customer. A valid return tracking receipt must be provided for all returns.

Return Address

Please contact us before sending anything back so we can log your return and confirm the details. Returns are sent to:

Orthizen
51 Ackerman Avenue
Clifton, NJ 07011
United States
Phone: 848 236 9963

Returns sent to any other address cannot be processed.

Need Help?

Our support team is here for you:

Email: support@orthizen.com
Phone: 848 236 9963
Monday to Friday, 9:00 AM to 5:00 PM EST

We are always happy to help with returns, sizing questions, or anything else you need.

ORTHIZEN LLC
51 Ackerman Avenue, Clifton, NJ 07011
support@orthizen.com