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

Important Conditions

To qualify for the 45-Day Comfort Guarantee, the following conditions apply:

  • Shoes must be worn for a minimum of 3–5 full working days to allow proper break-in and adjustment

  • Customers must provide clear photo or video evidence of the issue (fit, discomfort, defect, etc.)

  • Customers must follow our recommended fit and usage guidance

Resolution Process (Required)

All claims under the 45-Day Comfort Guarantee follow this process:

  1. Assessment – Our team reviews your case and identifies the issue

  2. Solution – We provide the most appropriate solution (size exchange, replacement, or adjustment guidance)

  3. Replacement – A replacement pair is issued where applicable

Non-Eligible Cases

The guarantee does not apply in cases of:

  • Normal wear and tear after extended use

  • Minor preference-based concerns (style, feel, or subjective comfort without defect)

  • Orders purchased during promotional or clearance events (final sale items)

Our Commitment

We stand behind our product and will always work with you to find a solution.

Our goal is not just to sell you shoes — but to make sure they actually work for your day.

⚠️ 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 — we will take care of it.

To assist you efficiently, kindly provide the following with 7 days from receipt of the 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.

Please note: To uphold the integrity of our claims process, photo evidence is required. Without verification, we may be unable to proceed with a replacement.

📦 Wrong Item Delivered

Received the wrong product?
No worries — we’ll 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’ll send the correct product to you at no extra cost.

🔁 Exchanges

Yes, we do offer exchanges!

If you’d like a different size, color, or product, just contact our support team and we’ll be happy to arrange an exchange for you.

To keep the process smooth:

  1. Let us know what item you’d like to exchange and what you’d like instead

  2. We’ll provide the correct return instructions

  3. Once your return is received, we’ll ship your replacement right away

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

➡️ For standard exchanges (size/color exchange or different product preference), the customer covers shipping fee.

🛑 Cancellations

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

Cancellations can be accommodated provided the order has not yet been processed or dispatched. Once an order has entered processing or has been shipped, it can no longer be canceled.

If your order has already been dispatched, we kindly ask that you 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 refund
  • Payment processing fees are non-refundable
  • Shipping protection fees are non-refundable
  • Replacement shipping fees are non-refundable
  • Returns requested beyond 45 days from receipt are not eligible for a refund
  • Returns sent to an incorrect or unconfirmed address are not eligible for a refund

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

 

📬 Return Shipping Costs

Return shipping costs are covered by us only 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, incorrect size, or wrong item ordered), return shipping costs are the responsibility of the customer. A valid return tracking receipt must be provided for all returns.

Refunds are processed within 1–7 business days after the returned item has been received and inspected.

Return eligibility

  • Items must be unused, unworn, and in original condition
  • Items must be returned in their original packaging
  • Unopened or unused pairs require photo verification prior to return approval
  • Incorrect items received must be supported with photo evidence

Returns are not eligible if:

  • The shoes have been worn or used
  • The item is a replacement order
  • The request is made beyond 45 days from the date of receipt
  • The item was purchased as part of a promotional offer (e.g., buy one get one deals)

For standard returns:

  • Return shipping is paid by the customer

  • A return tracking receipt is required

  • Refunds are processed within 1-7 business days after we receive the returned item

📮 Return Address

To avoid delays, always request the correct return address first by contacting our team:
📩 support@orthizen.com

⚠️ Returns sent to an unconfirmed or wrong address cannot be processed.

💬 Need Help?

Our friendly support team is here for you anytime:
📩 support@orthizen.com

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

Capture Commerce L.L.C
support@orthizen.com