Return and Exchange Policy

The Orthizen 45-Day Comfort Guarantee

Wear them. Really wear them. Then decide.

You have 45 days from the day your shoes arrive to find out whether they actually fix the problem you bought them for, and worn is fine. Not "worn indoors on carpet". Not "worn but still resaleable". Worn — on tile, on concrete, through a double shift, out in the rain if that is your day.

If they are not right, send them back. Scuffed soles do not void anything. There is no restocking fee, no "original condition" clause, and nobody here inspecting the tread to judge whether you tried hard enough.

We do this because a shoe sold on heel pain cannot honestly be tested in a hallway. The first ten minutes tell you almost nothing, and the pairs that feel softest in the box are often the ones that give up by week three. The only test that counts is the day you actually have.

One favor, not a condition

Give them three to five full working days before you decide. Your feet have spent years adapting to whatever you were wearing before, and a shoe that holds the heel properly can feel unfamiliar for the first couple of days even when it is exactly right.

Most of the fit messages we get settle inside that window. If yours does not, we would still rather hear from you on day three than have you give up on day one — nine times out of ten it is a half size or a lacing change, and we can tell you which.

This is a request, not a rule. Your 45 days are your own and nobody will ask how long you wore them.

How to start a return or an exchange

There is no portal and no form. One email, and a person reads it.

  1. Email support@orthizen.com with your order number and what is wrong — too tight across the toes, heel still aching, wrong color arrived, whatever it is.
  2. We reply with the confirmed return address and log your return against your order, usually the same business day.
  3. Send the shoes back with a tracked service and email us the tracking number.
  4. We refund you, or ship your replacement pair, once the return is scanned as received.

Please email us before posting anything back. It is not bureaucracy — an unannounced parcel with no order number inside is the one case we genuinely struggle to match to a customer, and we would rather not be sitting on your refund while we work out whose shoes these are.

Keep the box if it is easy to do so. If it is not, send them in any box you have. We will not refuse a return over packaging.

The conditions, in plain terms

  • 45 days, counted from delivery — not from the day you ordered. If the carrier was slow, that is our problem, not yours.
  • Worn is accepted. Normal wear from testing the shoes is expected and is never a reason to reject a return.
  • Normal wear and tear after extended use is not a guarantee claim. A sole worn down over months of daily use is a shoe that did its job.
  • One free reissue per order. If we have sent you a replacement pair without asking for the original back, that is the one free reissue — it is not eligible for a further refund or a second one. Ordinary exchanges, where your pair comes back to us, are not limited.
  • Email first and send to the confirmed address. Returns sent to an address we have not confirmed cannot be processed.
  • Keep your tracking receipt. We need proof the parcel is on its way; it protects you as much as us.
  • Shipping Protection fees are not refundable, since the protection has already been in force for the journey to you.
  • Requests after 45 days fall outside the guarantee. Email us anyway — we are not robots about day 47 — but we cannot promise it.

Exchanges

Yes, we exchange — size, color, or a different Orthizen product altogether.

  1. Tell us what you have and what you would rather have.
  2. We confirm the return details and reserve the replacement.
  3. Your new pair ships free as soon as the original is scanned as received.

If your order was faulty, damaged in transit or simply the wrong item, the exchange is completely free in both directions and you do not post anything at your own cost.

For a straight size or color swap, the outbound shipping on your replacement is on us; the postage sending the original pair back is yours. There is no exchange fee, and as long as the pair you have comes back to us there is no limit on how many sizes we will work through with you to get it right.

If something arrives faulty, damaged or wrong

Rare, but it happens, and it is entirely on us when it does.

Email support@orthizen.com within 7 days of delivery with:

  • Your order number
  • Which item is affected
  • A sentence on what is wrong
  • Clear photos of the defect, the damage, or the item you received by mistake

Once we have seen the photos we ship a replacement at no cost to you. You pay nothing to send anything back, and in most cases we will not ask you to return it at all.

If the box itself arrived crushed, a photo of the outer packaging helps us take it up with the carrier.

Cancellations

We start picking orders quickly, which is good for delivery times and bad for second thoughts. If you need to cancel, email us as soon as you can and ideally within 24 hours of ordering.

We can cancel any order that has not yet been processed or handed to a carrier. Once a parcel has shipped we cannot pull it back — let it arrive and return it under the 45-day guarantee instead. Nothing is lost either way.

The same goes for address changes: possible before the label is printed, impossible after.

Refunds

Refunds are issued within 1 to 7 business days of approval, back to the original payment method. How quickly it then appears on your statement is your bank's business rather than ours, and most cards post it within a few days of us sending it.

We refund what you paid for the shoes. Shipping Protection fees are not refundable, and since US delivery is free there is no shipping charge to refund in the first place.

Orders that have already had a replacement pair issued are not eligible for a further refund.

Who pays return shipping

We do, when the fault is ours:

  • A manufacturing defect
  • Damage in transit
  • The wrong item sent

You do, for a change of mind, a size that did not work out or a color you decided against. Use any tracked service you like — USPS Ground Advantage is usually the cheapest for a shoebox — and keep the receipt.

We know a prepaid label would be a nicer sentence to write. We would rather spend that money keeping the shoes themselves at the quality they are and the delivery free in both the common cases, and be straight with you about which half of the postage is yours.

Where to send a return

Email us first so we can log it and confirm these details still apply to your order:

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

Returns sent to any other address cannot be processed.

Shipping, briefly

So you do not have to open another page to work out the timings:

  • Shipping within the US is free, with no minimum spend
  • Most orders ship within 3 business days of the order date
  • Most orders arrive within 8 business days of the order date
  • We ship to the 50 US states and the District of Columbia only — not internationally and not to US territories
  • Everything leaves our own warehouse in Clifton, New Jersey

The full detail, including damaged and stolen parcels, is on our Shipping Policy page.

Returns and exchanges FAQ

Can I really wear them outside?

Yes, and we would be disappointed if you did not. Wear them to work, wear them on a long walk, wear them for the exact thing that makes your feet hurt. That is the only way to know.

Do the shoes have to be in new condition?

No. Normal wear from testing them is expected. We are not going to measure the tread.

When does my 45 days start?

The day your order is delivered, not the day you placed it.

How do I start a return?

Email support@orthizen.com with your order number. We confirm the return address and log the return, usually the same business day.

How do I exchange for a different size?

The same email. Tell us the size you have and the size you want, and we will reserve it. The replacement ships free once your original pair reaches us.

Do I pay to send them back?

For a change of mind or a size swap, yes — standard tracked postage, paid by you. If the item was faulty, damaged or the wrong product, no, we cover it.

When will I get my refund?

Within 1 to 7 business days of approval, to the card or account you paid with. Your bank then takes its own few days to post it.

Is there a limit to how many times I can exchange?

Not on sizes — as long as the pair you have comes back to us, we will keep working with you until the fit is right. The one limit worth knowing is on free reissues: if we have sent a replacement without asking for the original back, that order is not eligible for a further refund or a second reissue.

Can I return part of an order and keep the rest?

Yes. If you ordered two pairs to compare sizes, send back the one that lost and keep the one that won. Plenty of people buy this way on purpose.

I ordered the two-pair bundle. Can I return just one pair?

Yes, and the refund is the fair share of what you actually paid rather than the single-pair list price. Email us and we will tell you the figure before you post anything.

What if my shoes were a gift?

Email us with the order number or the name and email of whoever bought them. We will arrange the exchange or refund directly with you, and we will not email the gift-giver about it unless the refund has to go back to their card — in which case we will tell you first.

What if I am past 45 days?

Email us. The guarantee has run out and we cannot promise anything, but a short message costs you nothing and we have been known to be reasonable.

What is not covered?

Normal wear and tear after months of use, requests made after 45 days, Shipping Protection fees, orders that have already had a free reissue, and returns sent to an address we have not confirmed.

What if I just want advice instead of a return?

Ask for it. Tell us where it hurts and what you do all day, and we will tell you honestly whether a different size, a different lacing or a different model is the answer — or whether the shoe is simply not right for you, which happens and is what the 45 days are for.

Talk to a person

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

ORTHIZEN LLC
51 Ackerman Avenue, Clifton, NJ 07011
United States