If you run into any problem adjusting to your orthotics, or if you feel something may not be right, the information below may be of assistance. All our customers, no matter from whom you bought them, are welcome to phone or email us for advice, and we prefer to hear from you sooner rather than later if you are having any discomfort or problem. It is noteworthy that only about 4% of our customers find the need to contact us for support, and most of these we can assist. It turns out that fewer than 2% of our customers decide to return their orthotics.
When calling us, please have ready your orthotics, your foot print, your invoice/receipt and your instruction sheet. Can't find your instructions? Then please download them here and read them right through before calling.
Here are some of the questions we may discuss with you.
What break-in path was recommended by your fitter? How long are you wearing the orthotics morning and afternoon now? If you have progressed any faster than the "slow" path, then we suggest you back off, and start again on the "slow" path. This is particularly true if you are being bothered by the 'golf ball' pushing up into your arch, or if you have ever suffered from heel pain, plantar fasciitis or heel spurs, or if you are high arched.
Although we are very careful with correct sizing, occasionally the customer's foot may alter during the break-in period. Please check that the size on the actual orthotics is the same as was written on your foot print and the same as is written on your receipt. If there is any discrepancy between those three, a mistake may have been made. If so, immediately stop wearing the orthotics until the matter is resolved.
Now check that the orthotic size is larger than your NZ shoe size. It will likely be one, two (most common) or maybe three sizes larger. Other variances may still be correct, but are a warning that an error may have been made.
To check your print, please phone us first to discuss your situation, then you can post, fax or scan/email your print to the NZ national office in Auckland for review.
It occasionally happens that a customer wears their orthotics in only one pair of shoes or boots. Once we suggest they try them in different shoes, they report back that the problems have gone away. The problem can be with a particular pair of footwear, so we will suggest you vary your footwear to identify the problem shoes.
Whilst our orthotics will work with nearly all feet, it is less likely to get perfect results if you have:
- Scar tissue in the arch of the foot. Our orthotics will put much more pressure in the arches, and this may be a problem if a previous injury or surgery has left scar tissue in this area. you may still get many benefits, so you'll have to decide if the benefits outweigh the new discomfort.
- Surgical intervention involving fusing, pinning, screwing or plates to the bones of the feet. Our orthotics are tryingto bring your bones back into their correct alignment, but if some of the joints are not free to move this may not be possible. Again, you'll have to decide if the benefits outweigh the new discomfort.
Are you experiencing the new problem in both feet equally, or is it more evident in just one foot? We should be evenly balanced. If one foot is accepting of the new orthotics, then that is a clue that the issue lies in the other foot, not with the orthotics. It is not conclusive, but another hint in our understanding of what is happening.
With so many thousands of pairs sold each year, we are sure to come across some unusual cases. As stated at the beginning of this section, we are always ready, willing and able to provide expert assistance. Please call us when you feel something is not right. We can nearly always help, but we are not psychic! We keep detailed notes of all calls to our national office so we can provide ongoing support with all your history recorded.
Symptoms can be due to a wide range of causes. Only a qualified medical practitioner can diagnose your condition. Information provided by this website, our brochures, our staff and our distributors can explain how Step Flex orthotics can be helpful in many situations, but is never given as medical advice and must never be taken as medical advice. If pain persists see your medical professional.