Refund policy

45-Day Comfort Guarantee
You have 45 days from the day your order is delivered to request a return. Orthizen shoes are made to be tested on real shifts, so 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, send them back.

We do ask that you wear them for 3 to 5 full working days first. Most fit and comfort issues settle in that time, and we would rather solve the problem than process a return.

How to start a return
Email us at support@orthizen.com with your order number before sending anything back, so we can log your return and confirm the details. We will reply with return instructions.

Returns are sent to:
Orthizen
51 Ackerman Avenue
Clifton, NJ 07011
United States
Phone: 848 236 9963

Items sent back without contacting us first, or sent to any other address, cannot be processed.

Return shipping
We pay the return shipping when the item has a manufacturing defect, was damaged in transit, or the wrong item was sent. For all other returns, including a change of mind or the wrong size ordered, return shipping is paid by the customer. Please keep your return tracking receipt.

Exchanges
We exchange sizes, colours and products. Tell us what you would like to exchange and what you would like instead, and we will arrange it. If your item is faulty, damaged or incorrect, exchange shipping is free.

Damaged, faulty or wrong items
Please check your order when it arrives. If something is defective, damaged or incorrect, contact us within 7 days of delivery with your order number, the item affected, a short description and clear photos. Once confirmed, we will arrange a replacement at no cost to you.

What is not covered

  • Requests made more than 45 days after delivery
  • Normal wear and tear after extended use
  • Orders for which a replacement has already been issued once
  • Returns sent to an address we have not confirmed
  • Shipping protection fees, which are non-refundable

Cancellations
We start processing orders quickly. If you want to cancel, contact us as soon as possible, ideally within 24 hours of ordering. We can cancel while the order has not been processed or dispatched. Once it has shipped, please wait for it to arrive and use the returns process above.

Refunds
We will let you know once we have received and checked your return, and whether the refund is approved. Approved refunds are issued to your original payment method within 1 to 7 business days. Your bank or card company may take a few days more to post it. If more than 15 business days have passed since we approved your refund, contact us at support@orthizen.com.

European Union 14 day cooling off period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. This right is in addition to our 45-Day Comfort Guarantee above.

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