Frequently Asked Questions

How do I know which casting method to choose?

If you have a Smartphone, the digital cast is simple and quick as your order can be processed right away.

If you are less comfortable with technology and more comfortable with a traditional foam cast, it may be a better choice for you. The process will take a bit longer as we will send the cast out to you and wait for its return before beginning the order.

Submitting to Insurance

All of our orthotics are custom made and come with documentation and "Proof of Manufacturing". A Proof of Manufacturing is a certificate that details out the custom accommodations that have been designed and built into your orthotic.

We suggest that you contact your insurer to determine coverage for custom orthotics and any supporting documentation that may be required under your specific plan.

Depending on your provider and/or coverage, you may need a note from your physician prior to placing your order.

Taking my Digital Cast

HOW DO I TAKE A DIGITAL CAST?

The process is quite simple. Select Digital Cast as your casting method when adding a product to your cart. You will need a smartphone or tablet, a letter sized piece of paper (8 ½ x 11) and a heavy book or box. The site will guide you through the process of taking a few pictures of your feet from various viewpoints.

WHAT DOES TURN OFF AUTO-ROTATE MEAN?

When your phone or table has auto-rotation on, it enables your screen to flip from landscape to portrait view automatically when you rotate your device. The auto-rotate function needs to be off in order for to use the OrthotisDirect digital casting wizard. Different devices have different steps for turning this feature off. For more information, follow the link for your device:

Apple iPhone & iPad

Android (Samsung, LEG, Huawei, etc.)

WHAT DO I DO WITH THE PICTURES ONCE I HAVE TAKEN THEM?

Once you complete the Digital Casting Wizard, the pictures will be uploaded to OrthoticsDirect and you Digital Cast will be built. You can check out and your Digital Cast will be added to your orders. The Digital Cast will be available in your account to use one future purchases.

DO i HAVE TO RETAKE THE PICTURES WHEN I ORDER AGAIN?

No...that is the best part!
For your next order, you will simply login to your account and select the existing digital cast when ordering your orthotics and shoes. The digital cast on file from your previous order will be used on your new order. It’s that easy!

Taking my Foam Cast

HOW DO I TAKE MY OWN FOAM CAST?

It’s a very simple process. Your foam kit to create your custom made orthotics will arrive in the mail with easy to follow instructions included in the shipment. The whole process takes only a few minutes.

HOW DO I SEND THE FOAM KIT BACK?

Your foam kit will be mailed to you in a box along with a shipping return label. Simply place the foam kit right back into the same box and attach the shipping label. Then drop it in a nearby Canada Post box.

IS THERE A TRICK TO GETTING A GOOD IMPRESSION?

Don’t be afraid to push your foot into the foam. Lift your foot straight out of the box.

DO I HAVE TO TAKE A FOAM CAST FOR EVERY ORDER?

When we receive your FoamKit, we will build a new Digital Cast for you from your FoamKit. The Digital Cast will be available for you to use on future orders. Simply select Digital Cast and find the Digital Cast created from your FoamKit and add your orthotic or orthotic package to the cart.

The Ordering Process

HOW LONG DOES THE ENTIRE PROCESS TAKE?

If you choose a Digital Cast, your order will be completed and shipped within 3-5 business days from your submission.

If you choose a Foam Impression Kit, it will be shipped out to you the same day for orders placed before noon. Once we receive your completed Foam Impression Kit, we will build your custom orthotic and ship the shoe and orthotic package within 3-5 business days.

CAN I RE-ORDER CUSTOM ORTHOTICS WITH NEW SHOES?

Reordering is simple and there is no need to provide another Foam or Digital Cast.
Simply order your new orthotic and footwear choices and select your existing Digital Cast when adding to the cart. If you had used a FoamKit on your first order, it will be visible as a new Digital Cast for you. It’s that easy!

CAN I TRACK THE ORDER?

Yes, make sure to create an account when you purchase your order and you will be able to see your order status in the "My Account" section. If you checked out as a guest and did not create an account, don't worry, an email will be sent to you automatically when the status of your order changes.

Product Information

HOW LONG WILL MY ORTHOTIC LAST?

Depending on the amount of wear, your orthotic is effective for up to a year or more - this varies greatly with use. Most customers take advantage of our repeat discounts and use Orthotics in all of their shoes.

ARE THERE TOPCOVER CHOICES?

We use medical quality top cover materials rather than aesthetic top covers. Our products exhibit moisture-wicking and antimicrobial properties along with being hypoallergenic. For this reason, there are limited top cover choices.

HOW DO I KNOW WHICH ORTHOTIC TYPE TO CHOOSE?

By choosing your footwear first, the most compatible orthotic solutions will be shown to you. There is detailed product information for each type that will help you to make the right choice. Our Orthotic Technician and/or a Customer Care Team Member will also be able to assist you when they assess your cast and foot conditions.

Wearing My Orthotics

WILL THESE ORTHOTICS HELP MY FOOT CONDITION SUCH AS PLANTAR FASCIITIS?

Yes. Orthotics play an important role in the management of Plantar Fasciitis and many other conditions affecting the feet, knees and lower back. When it comes to plantar fasciitis, our orthotic insoles are the right choice! In fact, orthotics are the right solution for many types of conditions.

CAN I START WEARING MY ORTHOTICS RIGHT AWAY?

Absolutely! We recommend that you wear your orthotics in gradually, beginning with a wearing period of 1-2 hours and increasing the amount of time worn each day. A more detailed wearing guide will be included in your orthotic package.

WILL THE ORTHOTICS FIT INTO DRESS SHOES?

Our Dress Orthotic is made for a slimmer dress shoe. It has a lower profile and a slimmer fit. Not every shoe is orthotic compatible.

CAN I PUT THE ORTHOTIC IN A SHOE THAT THE LINER DOES NOT COME OUT?

If the liner is not removable, we recommend our slimmer, lower profile orthotic. However, some shoes are simply not orthotic compatible.

WILL I HAVE TO TRIM/ALTER THE PRODUCT?

If you order both footwear and Orthotics - this is what we do best. Your devices in all cases are custom fit to the footwear you selected. - The perfect pairing!

If you order the device alone, you may encounter the need to trim your top covering.

WILL MY ORTHOTIC FIT IN ALL OF MY SHOES?

Your orthotic can be moved from shoe to shoe, but depending on the shoe style, it will be more suitable in some shoes than others.

WILL I HAVE TO TRIM MY ORTHOTIC?

If you order both footwear and Orthotics - this is what we do best. Your devices, in all cases, are custom fit to the footwear you selected. The perfect pairing!
If you order the device alone, you may encounter the need to trim your orthotic. For best results, remove the liner from the shoe and use it as a template to trim your orthotic.


Nobody Does Custom Made, Custom Fit like Orthotics Direct