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Frequently Aked Questions

Here at Bilt labs, we understand the purchase of custom orthotics is an important decision. For over 25 years our team has helped many patients with their foot concerns and we want the same for you. If any of your questions are not addressed here, feel free to reach out to us and we will be happy to help.

Call Us: 888 506 7846



How long does it take to receive my new custom orthotics?

Once an order is placed, we ship out your foot mold impression kit within 1-2 business days. Once we receive the kit back, we will design and build your new custom orthotics and have them shipped out to you within 21 business days.

We ship all our packages via Priority Mail service which is Faster Delivery Speed than their new cheaper Ground Advantage service.

Do you take insurance or HSA/FSA?

We are approved and set up to accept insurance FSA/HSA cards. We can also send a detailed invoice that may be used for reimbursement for those with HSA/FSA accounts.

However, most insurance companies do not cover custom-made orthotics. If they do, they must be prescribed by a physician seen in person. Due to this, we do not currently work with any insurance companies.

How do I order for more than one person?

Each order submitted will be for one person/patient. You will notice on the checkout page that there is only one field for one patient name.

EXAMPLE: If you want to purchase two pairs in total but for two people then you will need to submit two separate orders with one pair only on each order.

What is the difference between Everyday & Active?

The Active and Everyday orthotics both use the same orthotic process and are made from the molds of your feet.

The difference is in the top cover material that goes on top of the orthotics. They both use the same medical-grade top cover material but are different in thickness and color.

The blue Active top cover is our thickest available and is designed more for high impact and stopping and going activity.

The black Everyday top cover is slightly thinner and designed for regular use and work/ on your feet all day.

With any high-impact activity, we do recommend the Active top cover. It is common to use Active for normal/everyday use but do not recommend Everyday top cover for sports use.

The Everyday top cover is slightly thinner and best for shoes with little/limited toe box room.

What is your return/refund policy?

6 Months Money Back Guarantee

We offer easy Refunds/Returns. Our goal is to help and provide foot pain relief so we provide you with a full 6 months to try out your new custom orthotics. If you are not fully happy with them by that time, you can return them for a full refund.

Also, if for any reason the fit is not just right the first time, have peace of mind knowing that we offer free adjustments within that 6 months. Click here to view our return policy.

What is your warranty/guarantee policy?

We understand orthotics are an important decision. That's why we have a full 6-month Money Back Guarantee. You have a full 6 months to try out your new custom orthotics. If you are not fully happy with them by that time, you can return them for a full refund. We also offer free adjustments within those first 6 months.

Your orthotics include a Lifetime Warranty on the orthotic base. This does not include the top cover material since it is a consumable item that will naturally wear out. Click here to view more information.

We do offer a Recover/Refurbish Program if you need to replace/add on new top covers. Please click here to contact us about the Recover/Refurbish Program.

Are these truly custom, medical-grade orthotics?

Yes! Your orthotics are designed from the exact molds of your feet, for your specific foot health needs and specifications, making them truly custom only to you.

Nothing is pre-made or off-the-shelf. You get the same medical-grade materials process that we provide to professionals in the orthotic industry.

View the Our Process video to see the custom orthotic process.

How are my orthotics made?

Please click here to watch a video of our customization process.

How long will my orthotics last?

Bilt Labs custom orthotics typically last a minimum of 2-3 years. The orthotics themselves can and do last longer in most cases, however, most specialists recommend a remold after this timeframe as our feet continually change.

Keep in mind that the top cover material is a consumable item that will naturally wear out depending on how they are cared for and how heavy/lightly they are used. Therefore the top cover material wear out timeframe will vary for each person.

We do offer a Recover/Refurbish Program if you need to replace/add on new top covers. Please click here to contact us about the Recover/Refurbish Program.

Where are my orthotics made?

Unlike some of our competitors, your new custom orthotics are made here in the United States. We are located in Houston, Texas and all fabrication takes place in house.

Do you offer heel lifts or wedges?

Yes. Our advanced orthotic software and machinery allow us to incorporate and build in a heel lift/wedge right into your orthotic up to 1/2’’ or 12.7 mm (half an inch) for no additional cost.

Then you will no longer need a separate wedge or lift inside your shoe. The orthotic provides the needed arch support and has the heel lift built right in creating an exemplary one-piece orthotic for ultimate balance and comfort.

When ordering, just choose your orthotic type (Everyday/Active) and when you receive the kit, use the additional information section on the questionnaire to let us know the heel lift size and which foot it is needed for. Then we will do the rest.
(Need a lift larger than 1/2”? Please contact us.)

What are custom orthotics?

Custom orthotics are specially made foot devices that replace your shoe insoles to support and comfort your feet. They are crafted for you and no one else.

The orthotic itself is the base or plastic bottom. They are built to match the contours of your feet precisely and are designed for foot pain relief.

Then, the top cover material goes on top of your orthotics for cushioning. The orthotic types (material types) available are: Everyday, Active, and Classic.

Please view the Our Process video for a quick view of the custom orthotic process.

What is the total cost of the orthotics?

Please view our product page for the most current price. Pricing includes all shipping, taxes, and returns.

Will the orthotics fit in my shoes?

Yes. We take the extra steps of trimming and shaping them using the tracings or insoles provided when you complete your kit. This ensures a much more accurate fit. If you find that the top cover is a little long, it can easily be trimmed with scissors. We also offer free adjustments if needed.Note:Remove the old shoe inserts when wearing your new orthotics.

Can I switch my orthotics in and out between different shoes?

Each shoe type is unique along with how your feet fit in them. That is why we ask for the information of the shoe type you will be wearing them in so we can make the adjustments for that specific shoe.

We highly recommend that you get orthotics for each pair of shoes you regularly wear. If you plan on wearing them in multiple types of shoes, it is easiest if you order 3/4 length so that switching them around does not affect the shape.

If you prefer full length, you may need to trim the orthotics on your end (which doesn’t affect use) as a size 10 will be different from brand to brand and is not exactly the same length or shape.

Why should I choose Bilt Labs?
  • No doctor markups.
  • Over 25 years of experience treating all types of foot pain with custom orthotics.
  • Designed and overseen by a Board Certified Podiatrist.
  • Designed to relieve pain.
  • You get the exact same process and care that we give to the doctors.
  • 6 Months Money Back Guarantee.
  • Made in the U.S.A.

Custom Orthotics

Made From Molds Of Your Feet


Designed for an active lifestyle.


Designed for normal day to day use.