Frequently Asked Questions.
How long does it take to receive my 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.
Why only 7 days for the add-on offer?
We can only offer this special price at this time in the process, as it allows our Fabrication Team to process, build, handle, and ship out your orthotics at the same time.
After your original order ships out, when you order again, our team restarts the order processing, building, handling, and shipment stages all over again.
Thank you for your understanding and consideration of all the time and work that takes place with each stage when building your custom orthotics. No exceptions are made for this special price. Any add-ons that are not valid will be refunded.
We still offer our returning customers a discounted reorder rate if you want to order another pair after your original order has shipped out since we will have the foot mold impression kit and paperwork on file. Please click here to watch a video summary of our customization process.
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.
Does the warranty & money-back guarantee apply to add-ons?
Yes. Please click here to view the Warranty & Money-Back Guarantee page.
Do you take insurance or FSA/HSA?
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 long will my custom 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.
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.
Where are my orthotics made?
Unlike some of our competitors, your new custom orthotics are made in the United States. We are located in the Houston, Texas area. All fabrications and designs are made by experts here in our Houston lab.
What Is Your Warranty/Guarantee Policy?
We understand orthotics are an important decision. We have a full 6-month Money Back Guarantee if the fit isn’t just right. 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.