Frequently Asked Questions
Submitting to Insurance
CAN I CLAIM MY ORTHOTICS UNDER MY INSURANCE?
Many of our customers have successfully claimed Custom Orthotics with their Extended Health Benefits and/or Health Spending Accounts (HSA).
All insurance providers cover custom made orthotics differently. We recommend you contact your provider directly for the specific requirements of your plan.
Please visit our Insurance page for more information.
DO I NEED A PRESCRIPTION FROM MY DOCTOR?
Most plans require a prescription from a physician for Orthotics prior to placing your order.
WHAT DOCUMENTS DO I NEED TO SUBMIT?
As all coverages and policies are different, we recommend that you check with your provider on the documentation required for your specific plan.
In most cases, we recommend you include :
- Medical prescription
- Proof of Payment (Invoice)
- Proof of Manufacture / Biomechanical Report (included with your order)
The documents will also be available for download from the Account section of the website once your order has been fabricated and shipped.
ARE THE SHOES COVERED AS WELL?
All footwear sold by Orthotics Direct is off-the-shelf footwear to accommodate orthotics.
Many insurers use different terms for footwear, so it is best to contact your provider for further details.
We recommend that you identify the footwear and the orthotic as separate line items on your claim submission in the event that the footwear is not covered.
WILL THE ORTHOTICS BE DISPENSED BY A PRACTITIONER?
Since Orthotics Direct offer a shop from home experience, it excludes the dispensing of the orthotic by a Health Care Provider. If that is part of your policy, Orthotics Direct does not meet their requirement.
WHY AM I UNABLE TO DOWNLOAD THE PREDETERMINAION REPORT?
If you have already entered your email into our system once, you will be denied access to this form the subsequent times. Please contact our customer service team and we will be happy to do it for you!
WILL THE FOOTWEAR BE INCLUDED ON THE PREDETERMINATION FORM?
We offer Predetermination forms for orthotics only. If you wish to predetermine your eligibility for footwear coverage, we recommend that you contact your provider with the brand and style details of your footwear selection. Insurance policies differ from plan to plan and some even cover certain models of shoes differently.
HOW DO I KNOW WHICH CASTING METHOD TO CHOOSE?
Both digital and foam casting methods will result in the same information arriving at the lab, enabling a custom creation.
If you have a smartphone, the digital cast is simple, and significantly faster, as your order will be processed right away.
You may have experienced the foam casting process if you have purchased orthotics in the past from your doctor or clinic, and may wish to use the same process here. This process will take a bit longer due to added shipping times.
Learn more about each process here.
CAN I REORDER USING THE SAME CAST FROM A PREVIOUS ORDER?
Reordering is simple and there is no need to provide another Foam or Digital Cast.
- If not logged in already, log into your account here
- Choose a Custom Orthotic or Orthotic Pairing from our Shop page
- If you are ordering an Orthotic Pairing, choose an Orthotic Type
- Click "Select a Casting Method", choose “Digital Cast” and select the Digital Cast already on file.
Note: If your previous order used a Foam Cast, a new Digital Cast will have been built for you from your Foam Cast. You will be able to see and select this Digital Cast, labeled with "FoamKit" and the date it was scanned into your account.
- Check out as normal
HOW CAN YOU PROVIDE A GAIT ANALYSIS OR BIOMECHANICAL ASSESSMENT WITHOUT SEEING MY FEET?
The biomechanical report that our technicians provide is a quantified report taken from evaluation of the casting of your feet. This data is the relationship between the rearfoot to forefoot and the resultant degrees are measured.
The team also provides the assessment of the arch profile and records the corrections that are applied when fabricating your orthotic devices.
We do not provide a gait analysis, as it is not possible to assess without seeing you in person.
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.
Learn more here.
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 you to use the Orthotics Direct digital casting wizard. Different devices have different steps for turning this feature off. For more information, follow the link for your device:
WHAT DO I DO WITH THE PICTURES ONCE I HAVE TAKEN THEM?
Once you complete the Digital Casting Wizard, your data will be uploaded and your Digital Cast will be built. When you check out, your Digital Cast will be included with your order.
The Digital Cast will be available in your account to use on future purchases.
DO I HAVE TO MAKE ANOTHER CAST WHEN I ORDER AGAIN?
No, that's the best part!
For your next order, simply log into your account and select an existing digital cast when placing your order. 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 will arrive in the mail with easy to follow instructions. 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 back into the same shipping box and attach the provided return shipping label and return it via Canada Post.
IS THERE A TRICK TO GETTING A GOOD IMPRESSION?
DO I HAVE TO TAKE A FOAM CAST FOR EVERY ORDER?
No. Once your order has been processed, your Foam Cast will be scanned and stored as a Digital Cast. For any subsequent orders, choose “Digital Cast” and you will find a new Digital Cast in your profile.
If your feet have experienced changes (growth, injury, etc.), we recommend taking a new cast.
The Ordering Process
HOW LONG DOES THE ENTIRE PROCESS TAKE?
Your order will be completed within days as opposed to traditional processes which, can take weeks.
A Digital Cast is expedited as we receive your data instantly and will begin fabrication immediately.
Foam Cast order times are subject to both inbound and outbound shipping times. Once your Foam Cast is received in our facility, we will be able to begin fabrication.
Once your Cast is received, your order will be completed within 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 or Footwear Pairing and select your existing Digital Cast when adding to the cart. If you had used a Foam Cast on a previous order, it will be visible as a Digital Cast for you.
It’s that easy!
CAN I VIEW MY ORDER STATUS AND TRACK MY SHIPMENTS?
Yes, you will be able to see your order status in the "My Account" section. Tracking numbers and links to shipment carrier websites are provided on the details page of each order.
DOES THE PROCESS NEED TO BE REPEATED EACH TIME I ORDER?
Not at all. Regardless of the method you initially chose, your cast will be available for future orders. If you use a Foam Cast, it will be scanned and stored with your account to use as a Digital Cast for future orders. To reorder, simply choose “Digital Cast” as your Casting Method and click on the Digital Cast you would like to use.
DO I PAY EXTRA FOR SHIPPING?
Orthotics Direct offers free shipping on all outbound orders and returning Foam Kits.
Customers are responsible for all other inbound shipment costs.
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.
WHAT TYPE OF TOPCOVER MATERIALS DO YOU USE?
We use medical quality top cover materials rather than aesthetic top covers. Our products exhibit moisture-wicking and antimicrobial properties and are hypoallergenic.
HOW DO I KNOW WHICH ORTHOTIC TYPE TO CHOOSE?
By choosing your footwear first, the most compatible orthotic solutions will be provided as options when you build your order. 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.
CAN YOU RECOVER, REFURBISH, OR REPLICATE MY OLD CUSTOM ORTHOTICS?
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. We recommend footwear with removable liners and every shoe offered by Orthotics Direct 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?
When you order a Footwear and Orthotic Package your devices are custom fit to the footwear you selected. This is the Orthotics Direct Experience!
If you order the Orthotic 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.
Returns and Exchanges
CAN I EXCHANGE MY FOOTWEAR IF THE SIZE OR STYLE ISN'T CORRECT?
DO YOU DO MODIFICATIONS ON YOUR ORTHOTICS?
HOW DO I GET A REFUND WHEN I RETURN AN ITEM?
Once your product is received, your account will be credited and you will receive a refund notification.
CAN I ATTACH A SHIPPING LABEL TO MY SHOE BOX TO RETURN IT?
No, please contact customer service to set up a return authorization first. Then place your footwear back into the shipping box and affix the label to the shipping box.
CAN I RETURN MY ORTHOTIC IF MY INSURANCE DENIES THE CLAIM?
Unfortunately, your orthotic is custom made and cannot be refunded. We encourage you to submit a Predetermination to your provider prior to purchasing, so this situation can be avoided. You may be able to claim the expense as a Non-Insured Health Expense on your Income Tax filing.
CAN I CANCEL MY ORDER?
If an order needs to be cancelled after the fulfillment process has begun, a $50 cancellation fee will be deducted.
Once we have received your impressions (Foam or Digital) and fabrication has begun for your custom orthotics, the order can no longer be cancelled.