What is your product guarantee?


All orthotic shells carry a lifetime guarantee against breakage. All other components of the orthotic carry a standard six-month guarantee against workmanship or defects. After the initial six-month guarantee, all repairs and adjustments will be charged at our standard flat rate repair charge. During the six-month guarantee, ComfortFit Labs will adjust and repair all orthotic components. Additionally, ComfortFit Labs offers an extended care warranty protection policy that provides 24 months of repair service (see ComfortZone below). There is no charge for freight for repairs under the six month guarantee period or for ComfortZone repairs. There is a small shipping charge for repairs outside of the guarantee period.

back to top


What is your return policy?


All orthotic returns for credit are considered on an individual basis. Our policy is simple – we want to satisfy our customers and their patients. All other products including but not limited to diabetic shoes, sandals, walkers, night splints, and pre-fabs may be returned for credit if they are in new condition. There may be a restocking fee for shoes and sandals. Shoes and sandals may be exchanged with no restocking fee if there is a sizing issue or a manufacturing defect or patient compliance issue.

back to top


Do you offer an extended warranty?


ComfortZone is a 24 month protection policy that offers your patients comfort, quality and assurance. This warranty covers any damage to your patient's orthotics for 24 months. After the initial enrollment fee, there is no charge for any repairs. ComfortFit Labs will also cover competitors' orthotic devices under this program. Our ComfortZone policy also covers one outgrow pair for a child up to the age of 17.You can download our ComfortZone enrollment page on the Resources tab on our homepage.

back to top


What type of casts do you accept?


ComfortFit Lab accepts traditional plaster casts, foam impression boxes, STS socks, and foot scans from our technology partner Tom-Cat Foot Scanners. Please see our casting videos under the Resources tab found on our homepage.

back to top


ComfortFit has high tech casting capabilities for special casting requirements like Root, Blake and Kirby Skive casting techniques.

How long do you store casts?


Scanned casts are stored indefinitely. All other casts are stored for a minimum of 6 months.

back to top


Do you offer repair services?


ComfortFit offers an all inclusive, flat rate repair service. This includes top cover replacement with new padding over the shell or on the extensions, pad replacements, reposting if required and any arch adjustments. We repair orthotics from any lab. All repair work is guaranteed for six months.

back to top


What is your turnaround time?


ComfortFit commits to a 5 day in house turnaround time for custom orthotics starting from the day the lab receives your cast. Sandal orders have a 3-14 day turnaround time depending on if they require a custom orthotic and diabetic shoe orders are 4-14 days depending on the manufacturer. Pre-fabs, night splints and walkers ship within 24 hours.

back to top


Do you charge for Rush orders?


There is never a charge for orthotic orders to be rushed. It is our pleasure to provide special turnaround for our loyal customers with special patient requests. Please indicate RUSH on your prescription form for rush orders. Shoe and sandal orders can not be rushed.

back to top


How do you ship? What are your shipping charges?


All new custom orthotics, ComfortZone repairs, replacements and adjustments include free inbound and outbound shipping except for drop ships direct to patients. Billable repairs, adjustments and return of positive casts incur shipping charges. All non orthotic products including pre-fabs, splints/walkers, diabetic shoes, sandals and orthotic materials incur shipping charges. We use USPS and Fed-Ex services to ship. We use courier services in the New York and New Jersey area. We provide pre-paid USPS and FedEx labels and shipping boxes to all of our accounts for shipment of orthotic casts. Priority shipping is available for an additional fee.

All of our customers have access to track their orders through a personal, private login into our Client Order Status system. You can login into this system from the homepage of our website. To set up your personal password please contact 1-800-773-2699

back to top


What if I have technical questions?


Our technical service department and our customer service department are always available to assist you and your office staff. We can be reached by email, phone or fax. We offer technical videos on our website (please see Resources tab on our homepage) and product specific webinars.

back to top


What if I don't know what to prescribe?


Please see our custom orthotics catalog for a complete list of all of our products including additions and modifications and suggestions for appropriate device based on activity, foot condition and shoe type. You can download our orthotic catalog in the Resource section of our website (see Resource tab on our homepage). Our technical support team and customer service team are always available for technical consultations. For non orthotic products, please contact customer service. All of our products are included on our website with detailed product information.

back to top


How should my patients break in their orthotics?


New custom foot orthotics will come with wearing instructions. If your patient has not worn foot inserts or custom orthotics before, we suggest gradually breaking in new orthotics: one hour the first day, two hours the second day, three hours the third day, etc. If at any time they experience discomfort, have them remove their orthotics from their shoes and try again the next day. If they still continue to have pain, stop wearing orthotics and have your office contact us. Sometimes an orthotic can create a different weight bearing feeling in shoes. This is perfectly normal and any uncomfortable feeling should disappear in time. Their feet are simply adjusting to the realignment resulting from new foot orthotics. Remove shoe's insoles while wearing orthotics.

back to top


How should my patients clean their orthotics?


Custom orthotics may be cleaned with soap and water and left out to air dry. Pre-fabricated orthotics may be cleaned with soap and water and left out to air dry.

back to top


Do you offer volume discounts?


We do offer volume discounts please contact us directly.

back to top


How should my staff measure for diabetic shoes and sandals?


Please have your staff use an industry approved (ritz stick, brannock device) measuring device for diabetic shoes. Please keep in mind that feet swell during the day so take that into account when ordering diabetic shoes for your patients. Please measure both length and width. All of our shoe vendors use different symbols to indicate width so just indicating B or D on the order form does not help us process your order. All of our diabetic shoes are featured on our website with detailed product description. Our diabetic shoe sell sheets and order forms are available to download from the website. If you have specific measuring questions please contact customer service.
For Aetrex Sandalistas, we provide a measuring template to assist in sizing. Aetrex offers half and whole sizes but only one width. Please contact customer service for a Sandalistas measuring template for your office.

back to top


Do I need to include a tracing of the patient's foot for orthotics? What about for diabetic shoes or sandals?

We do not require a tracing for diabetic shoe or sandal orders but it does help.

back to top


How do I open an account?


 An open credit  will be established for all new custom orthotic accounts upon receipt of your first order. An invoice will be sent along with each order and statements will be processed and sent monthly. Payment may be made from individual invoices or monthly statements. We gladly accept payment by check, Visa, Mastercard, American Express and Discover. As a professional courtesy we offer all practitioners one free pair of custom orthotics and all office staff and physicians' immediate family receive 50% off a pair of custom orthotics annually. We also offer discounts on shoes and sandals for office staff and physician's immediate family. For specific billing and invoice questions please call 1-800-773-2699.

back to top



Partners Arch Angels Kids Soles InStride Shoes Tomcat 3D Scanner Propet Drew Shoe Aetrex Ped Lite Diabetic Shoes and Inserts Richie Brace Atlantic Footcare ProThotics