Loading... Please wait...

Categories

Join Our Mailing List


Customer Service

Customer Service

Customer ServiceHow 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. Electronic orders can be emailed to aorder@aetrex.com. Faxed orders can be sent to 888-526-2739.

How do I get in touch with iStep technical support?
iStep technical support can be reached by calling 800-644-3514 between the hours of 8:30 am and 6:30 pm EST, Monday through Friday. Dedicated technicians are available to help with any questions. Inquiries can also be emailed to istephelp@aetrex.com.  Faxes can be sent to 201.833.4150. One-on-one training webinars can be scheduled by calling iStep tech support. Call our iStep department today to schedule your training session.

Is there a schedule for your webinars?
Public webinars are offered twice daily and cover a wide variety of topics ranging from installing software updates to utilizing iStep marketing tools. Private webinars can be scheduled by contacting the iStep technical support department. Click here for a current schedule of public webinars.

Customer Service FAQs
See our Customer Service FAQs

 

Gift Certificate

Literature

Catalogs

 

 

Ordering

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.

Ordering

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.

Shipping

ShippingHow long does it take to ship an online order?
Online 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.

How does my online order ship?
Online orders shipping to US addresses are shipped via UPS. Online orders shipping to Canadian addresses are shipped via United States Postal Service. All orders are shipped via ground service. WE CANNOT SHIP TO P.O. BOXES or APO BOXES. For expedited shipping methods, please contact Aetrex customer service at 888-526-2739.

How much does shipping cost?
Online orders shipping to US addresses are shipped at a flat rate of $5.00. Online orders shipping to Canadian addresses are shipped at a flat rate of $19.50. This is for ground service only. We cannot ship to P.O. Boxes. The customer is responsible for local duties and taxes. For expedited shipping options and costs, please contact Aetrex customer service at 888-526-2739.

Delivery and Delay. Aetrex will deliver Goods to Customer Ex Works by the method of shipment and routing determined by Aetrex, except as otherwise specifically agreed in writing between Aetrex and Customer. Customer shall pay Aetrex for all delivery charges as established by Aetrex and stated in the invoice. Shipments are subject to the standard limitations on loss or liability imposed by the carrier. Any Delivery dates specified in an order acknowledgment are estimates only and time is not of the essence. Aetrex may deliver all of the Goods at one time or in portions from time to time. All deliveries are subject to modifications or cancellation due to events beyond Aetrex’s reasonable control, including acts of God and other force majeure events. If there is a delay in shipping, Aetrex will notify the Customer of the delay and with the Customer’s approval, Aetrex will revise the shipment date to a later point in time unless the Customer chooses not to wait at which time they  may cancel the order and receive a full refund.. If Customer causes or requests a delay, Customer shall reimburse Aetrex for all resulting damages, including without limitation, payment of reasonable storage expenses for the Goods during the period of delay or interruption. Aetrex reserves the right to charge, and Customer shall pay a drop shipment fee on all drop shipments in addition to normal freight charges, in an amount in effect pursuant to Aetrex’s policies at the time of charge.

Returns and Exchanges

Returns & Exchanges What is your return policy?
View our terms of sale policy

How do I request a return authorization number?
To request a return authorization number, please contact the Aetrex returns department at 888-526-2739 between the hours of 8:30 am and 5:30 pm EST, Monday through Friday.

NO HASSLE RETURNS & EXCHANGES

If for any reason you are not completely satisfied with your order, you can return or exchange your merchandise within 30 days from the date of purchase.

Place an online return.
Place an online exchange.

Our returns department will contact you with a return authorization number and shipping label. Please return merchandise in the original box if possible and include the provided return slip with returns instructions. Unfortunately we cannot refund your original shipping charge.

Please allow two weeks for your return to be processed. You will receive an email when your exchange or return has been processed. A credit should appear on your credit card within two billing cycles.

If you return unworn merchandise after the 30-day period, but within 90 days of purchase, we will offer you a merchandise credit to use towards your next purchase. There are no refunds available for merchandise returned after the 30-day period.

If you suspect a defect on worn merchandise, the merchandise must be returned for inspection and a determination of eligibility for a refund, exchange or merchandise credit. Please call 1-888-526-2739 between the hours of 8:30 am and 5:30 pm EST, Monday through Friday for further instruction on returning defective merchandise.



Medicare

C. Ped AdvantageWhich Aetrex products qualify for Medicare reimbursement?
For an up-to-date list of Aetrex products that qualify for Medicare reimbursement, please click here. You can also find a list of code verification letters associated with the products.

Do shoes require a PDAC verification letter to qualify for reimbursement by Medicare?
PDAC does not require a code verification letter for footwear. However, footwear must meet the requirements of the A5500 code. Inserts do require a code verification letter from PDAC. Please note, PDAC is the new name for SADMERC.

How can I find out more information about Medicare billing?
You can learn more about Medicare billing by going to the Centers for Medicare & Medicaid Services website. By clicking this link, you will be redirected there.

Fit and Sizing

How do I know my correct shoe size or width?
Fit & SizingWhenever 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.

What is an iStep?
Aetrex’s iStep sp5000 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.

Where can I get my feet sc
anned on an iStep?
All Aetrex shoes have at least one removable insole. Aetrex shoes have a minimum of 1/4” 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.

General

Can I wear Aetrex shoes with orthotics?
All Aetrex shoes have at least one removable insole. Aetrex shoes have a minimum of 1/4” 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.

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. For a demonstration of the mozaic technology, click here.




.