Ordering
Do I need to pick a shoe size?
Yes. Choose the US size you normally wear. The scan does not recommend one. That size is the outline, and after you order the phone scan shapes the arch. The Size Guide compares those labels.
How do I scan my feet?
Take one photo of each foot with your phone. The How It Works page walks you through each step. Use the same email for the scan and for checkout so we can match your order to your scan.
Full Length or 3/4 Length?
Full Length is available now. It replaces the removable liner in sneakers, casual and athletic shoes. 3/4 Length is coming soon. It sits on top of a fixed factory insole and suits dress shoes and narrow toe boxes. Both lengths are $69.99.
Can I order a second pair without scanning again?
Yes. Your scan stays on your email, so just check out with the same email.
How do I buy for someone else?
Each pair is made from the wearer's own foot scan, so the person who will wear the insoles needs to scan their own feet. The simplest way is to share a link to our site so they can scan and order. If you would like to pay for someone else's pair, contact us and we will help you set it up.
Do you accept HSA or FSA cards?
Not at this time.
Shipping and returns
When will my order arrive?
Each pair is made after you order. Plan on delivery within about 14 days in the US once the pair is being made. Busy periods can take longer.
What is your return policy?
You can cancel within 24 hours of checkout, and that cancellation is refunded. After 24 hours, a custom pair cannot be returned or refunded. If a pair arrives damaged or made wrong, we replace it. That is not a refund. See Shipping & Returns.
Wearing and care
Will they fit my shoes?
The arch is custom; the outline follows a standard shoe shape, so you may need to trim the toe end slightly. Remove the original liner before inserting a Full Length pair.
How do I clean them?
Wipe with a damp cloth and mild soap, then air dry away from direct heat. Do not machine wash or tumble dry.
Are these a medical device?
No. CustomSole insoles are a comfort product. If you have ongoing pain, talk to a healthcare professional.