Why Your Insoles Are Not Printed Until the Scan Is In

Some shops scan you, then ask for a card. We do the reverse, for a manufacturing reason, not as a quirk of the checkout button. The piece we print does not exist until your feet have been photographed. This page is why the printer waits. The click-by-click of the camera is a different guide.

There is no pair on a shelf with your arch

A molded insole can ship this afternoon because the mold already exists. A size 9 is a size 9 for everyone who picks it. A CustomSole arch shell is not that. It is PA12, printed on HP Multi Jet Fusion machines, from the scan of that foot. The left file and the right file are different. If we printed at the moment you clicked pay, we would be printing a guess. We do not keep a guess in inventory and call it custom.

The outline is the only part chosen up front. You pick Full Length or 3/4 Length for the shoes you wear. Both are $69.99, with $99.99 shown crossed out. That choice sets the blank. It does not set the arch. The 16 designs set the fabric. They do not set the arch either.

What has to exist before a file exists

Volumental turns the phone photos into measurements of each foot: length, width, and foot height. Those measurements are what the shell is built from. One foot missing means one shell missing. A quiz about your shoe size does not contain that shape. The size guide is there so you can compare labels. It is not a print file.

You can read how it works before you pay. That page explains the photos. It does not start the scan we manufacture from. The camera steps, when you are ready to do them, are in how to scan your feet with your phone.

Why payment comes first

The scan that shapes the pair is included in the $69.99. We open it after checkout so the feet we scan are the feet we are about to print. On the product page, step 2 asks for an email. That field stores the address. It does not open the camera. After you pay, that inbox gets the link, or you go to complete your scan and enter the same email.

Use that email in three places: the product page, the checkout, and the scanner. Volumental sends its report to the address you type on the scanner. If that address is not the one on the order, we cannot match the photos to the pair. You do not forward the report yourself. Matching is the email.

The order of those screens is written up in scan after you order. This page is the shop-floor reason that order exists.

What "14 days" is counting

US orders are delivered within 14 days. The pair is made once the scan is matched, not while the cart is still open. Foam, the heel cushion, and the fabric cover go on after the shell is printed and the loose powder is off. None of that assembly starts on an empty file. If you pay and wait a week to scan, you have waited a week to start. Finish the photos when the email shows up.

We do not cancel an order by ourselves because the scan is missing. Write to support@customsole.shop with the order number if the link will not open. You can change or cancel within 24 hours of checkout. A cancellation in that window is refunded. After that, the pair cannot be returned or refunded. A pair that arrives damaged or made wrong is replaced, not refunded. Shipping details are on shipping and returns.

What we still will not do while we wait

We will not print from the shoe size you would have typed on some other site. We will not copy a previous customer's shell because the length matches. We will not print the left shell and "hold" it while the right foot is unfinished. Both files, then the pair. If you scanned with Volumental somewhere else, use that same email so the reports share an inbox. We do not promise the two reports will match each other. The one we need is the one tied to this order.

The scan is not a medical exam. It does not decide whether you should see a clinician. If a foot hurts, see a podiatrist. Checkout is not that visit. The product at the end of the wait is a comfort insole: shell, cup, foam, cover. The wait is only so those shells belong to the feet in the photos.

A failed photo delays the print

Have the setup ready before you open the link: one flat sheet of A4 or US Letter paper, a hard floor, pant legs rolled up, both feet. On a computer, the page shows a QR code so the photos happen on your phone. Leave that window open until both feet are done. Thick socks and long pant legs are the usual reason a photo is rejected. A rejected photo is a delay of the file. It is not a delay of a box that was already packed, because nothing is packed yet.

Checkout does not reserve a shape. The matched scan does. If you close the scanner after one foot, we still do not have a pair to print. Finish both. If the scanner is missing when you open the page, email support@customsole.shop with the order number and we will send the link. An unpaid cart has no production scan at all. Paying, then scanning with the same email, is the whole gate.

After the scan is in

You do not send us a confirmation screenshot. When the email matches, the shells can be printed, finished, and shipped. The first week of wear, once the box arrives, is a separate note: the arch will feel new because it was made for these photos and not pulled from a bin. That page is the first week in custom insoles. Until the scan is in, there is nothing in the bin to send.