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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?

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.


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.


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.


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.


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.


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.


What is your return policy?

See our Return Policy.


What's Your No Hassle Returns?

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

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 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 or merchandise credit. Please call 1-888-526-2739 for further instruction on returning defective merchandise.


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.


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.

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.

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.

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.