Frequently Asked Questions
Customer Service FAQs
You may find useful answer(s) in these Frequently Asked Questions below:
- How do I get in touch with your customer service department?
- Where can I find a list of retailers in my area?
- Do you ship internationally?
- How long does it take to ship an online order?
- How does my online order ship?
- How much does shipping cost?
- What is your return policy?
- What's Your No Hassle Returns?
- How do I request a return authorization number?
- How do I know my correct shoe size or width?
- What is an iStep?
- Can I wear Aetrex shoes with orthotics?
- How do I clean my footwear?
- How do I use the mozaic insole?
How do I get in touch with your customer service department?
The Aetrex Worldwide customer service department can be reached by calling 888.526.2739 between the hours of 8:30 am and 6:30 pm EST, Monday through Friday.Back to top.
Where can I find a list of retailers in my area?
For a complete list of retailers near you, click here. Follow the on screen instructions and enter your zip code in the appropriate field.Back to top.
Do you ship internationally?
At this time aetrex.com orders can only be shipped to addresses within the United States or Canada. However, we have many retailers located throughout the world. To find a retailer near you, click here and follow the on screen instructions.Back to top.
How long does it take to ship an online order?
Orders are processed and shipped within 72 hours. Depending on where you are located, estimated delivery times are 7-10 business days from purchase date.Back to top.
How does my online order ship?
Orders are shipped via UPS with ground service as the default shipping method. WE CANNOT SHIP TO P.O. BOXES or APO BOXES. Expedited services are available for an added fee. You can select an expedited shipping service when you checkout. A tracking number will be emailed to you when your order ships.Back to top.
How much does shipping cost?
Orders shipping to US addresses are shipped via UPS ground service at a flat rate of $5.00 per order. WE CANNOT SHIP TO P.O. BOXES or APO BOXES. Orders shipping to Canadian addresses are shipped at a flat rate of $19.50 per order. Expedited shipping methods are available for an additional cost. They can be selected during check out.Back to top.
What is your return policy?
See our Return Policy.Back to top.
What's Your No Hassle Returns?
Aetrex 30 day Healthy Guarantee…and Free Returns!
NO HASSLE RETURNS
When you choose Aetrex, you make the healthy choice. With our Healthy Guarantee, wear the shoes for up to 30 days (from the date of purchase) and if you are not completely satisfied, return them on us.
If you already have an Aetrex account you can initiate the return process online. Log into your account under the “Already Registered” users. Click “My Orders” from the left navigation bar and a history of all your orders will appear. Check the item you wish to return, provide the reason for return and submit your request. Your return request will be authorized within 24 hours.
Once your return request has been authorized, you will receive an email confirming your return. Returns are free! Simply use the return label that was provided in your original shipment. Once your return shipment has been received and authorized, it will be processed within 10-14 business days in the original form of payment.
Non US orders must initiate the return process by calling Customer Service at 1.888.526.2739.
- Place an online return.
How do I request a return authorization number?
Returns requests can be made through aetrex.com. If you are logged into your account go to your order history. When you select an order that has shipped there will be an option to request a return for an item or the entire order.Back to top.
How do I know my correct shoe size or width?
Whenever possible, we recommend you visit your local walking or running footwear store for a proper fitting. For the most accurate measurement visit a store that has an iStep scanner for a free digital scan of your feet. For a list of retailers with an iStep scanner click here and follow the on screen directions.Back to top.
What is an iStep?
Aetrex's iStep Wave is the most revolutionary digital foot analysis device ever created and iStep tests are recommended for all people who want to feel great on their feet. In less than 30 seconds the iStep will capture your foot type, pressure points, and shoe size and then help recommend the ideal footwear and orthotics for your individual needs. For more in depth information about the iStep scanner click here.Back to top.
Can I wear Aetrex shoes with orthotics?
All Aetrex shoes have at least one removable insole. Aetrex shoes have a minimum of 3/16” removable depth with many Aetrex shoes having as much as 5/16” to 1/2" removable depth which allow for flexibility of fit. A wide variety of orthotics can be used with Aetrex footwear. Aetrex offers many prefab orthotics such as our Lynco line which can be found here.Back to top.
How do I clean my footwear?
Athletic shoes can be cleaned by hand-washing them with a damp cloth and mild detergent. For best results, clean your shoes immediately after exposure to mud or dirt. Allow shoes to air-dry at room temperature. It is important that you do not machine-wash or machine-dry your sneakers.
For leather shoes, wipe shoes clean with a dry cloth. Apply a shoe cream to leather using circular strokes.
For nubuck or suede, brush gently with a soft suede brush to remove stains or marks. For stubborn stains use a suede eraser first, then brush gently with a suede brush.
How do I use the mozaic insole?
The mozaic insole is used in conjunction with our patented iStep technology. The mozaic insole is used to customize the fit of your shoes to your feet.Back to top.