Return & Exchange Policy

We stand behind every SheepFeet product and want you to feel confident in your purchase. Because we offer both custom-made orthotics and non-custom gear, our return and exchange policies vary by product type.

You can start a return here.

Purchasers that opted in for checkout+ will have free return shipping. Purchaser that opted out are responsible for all return shipping fees for goods being returned or exchanged.

Return Portal

Within the return portal, there are 3 actions you can perform. They fulfill the following purposes:

  • Start a return: Use this to send back an item for a refund, exchange or store credit. If you are in the portal for a satisfaction guarantee on your Orthotics, this is the path you should take, and your information will be gathered for handling your adjustments/alterations.
  • File a warranty claim: Use this in the case you are wanting to file a claim on your SheepFeet Foot Frame meeting the warranty criteria at the bottom of this policy.
  • Start a shipping claim: Use this if your package arrived damaged, got lost in transit, or shows as delivered but never reached you.

Custom Orthotics

Each pair of SheepFeet orthotics is custom-built specifically for your feet and cannot be resold or repurposed.

Because of this, we do not offer full refunds once production has begun.

If you need to make a change or cancel your order, please contact us as soon as possible. We’ll always do our best to help, but options will depend on the current stage of production.

  • Orders may have limited modification options once production has started
  • If a cancellation or refund is approved during production, a partial refund may be issued based on the work already completed
  • Payment methods cannot be changed once production has begun

By submitting your scans or impression kit, your order enters production and becomes subject to these terms.

We understand that feet—and orthotics—can be complex. Because each pair is custom-built, it is normal for some customers to require minor adjustments to dial in the perfect fit.

That’s why we offer free adjustments to ensure your orthotics fit and perform as intended.

Satisfaction Guarantee

We stand behind the quality and performance of our orthotics. If you are not satisfied with your fit or function, we will work with you to make the necessary adjustments to ensure your SheepFeet perform as intended.

Our goal is simple: we will not leave you with orthotics that do not work for you.

Non-Custom Products (Apparel, Footwear & Accessories)

We accept returns and exchanges on non-custom items including apparel, accessories, footwear, socks, and related gear.

Exchanges

Exchanges are free. Items must be unused, unworn, and returned in original packaging with all tags attached.

Returns

To qualify for a return, items must be:

  • Unworn and unused
  • In original packaging
  • With all original tags attached

Once approved, items must be shipped back using a trackable shipping method.

Original shipping charges are not always refundable, as shipping costs are incurred once an order has been fulfilled.

Socks Policy (Hygiene Exception)

For hygiene reasons, socks are final sale once worn or removed from original packaging.

If there is an issue with your order, please contact us—we’re happy to help make it right.

Warranty

Your SheepFeet Foot Frame is warrantied for 2 years against normal wear and tear. To submit a warranty claim, do so through the portal here.

Because feet naturally change over time, we recommend a new impression and updated pair after 3+ years of use.

Please note:

  • Damage caused by foreign objects (such as rocks inside footwear) is not covered under warranty
  • Excess pressure from foreign objects may cause structural failure and is not covered

The following components are warrantied for 1 year:

  • Dura Cover
  • XC2 Padding
  • Heel Stabilizer

Due to normal wear, sweat, and use, we recommend a SheepFeet Restore every 2–3 years to maintain optimal performance.