Shipping And Delivery Policy
Shipping & Delivery Policy
Last Updated: 2025/10/13
At HeelTherapy, we are committed to delivering your Ortho-Gel Insoles quickly and reliably. This policy outlines our shipping process, timelines, and what to expect with your order.
1. Processing Time
Order Processing:
Once your order is placed, it enters our fulfillment process:
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Processing Time: 1-3 business days (order verification, quality check, packaging)
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Shipping Time: 5-9 business days from the date your order is shipped
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Total Time: Approximately 6-12 business days from order placement to delivery
Note: Business days exclude weekends and holidays.
Order Confirmation:
You will receive an order confirmation email immediately after purchase with your order number and details.
Shipping Confirmation:
Once your order ships, you will receive a shipping confirmation email with:
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Tracking number
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Carrier information (USPS, FedEx, UPS, or regional carrier)
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Estimated delivery date
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Link to track your package in real-time
2. Shipping Methods and Costs
Standard Shipping:
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Delivery Time: 5-9 business days after shipment
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Cost: FREE
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Coverage: Available for all U.S. addresses
Expedited Shipping:
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Delivery Time: 2-4 business days after shipment
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Cost: Calculated at checkout based on destination and weight
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Coverage: Select U.S. locations
International Shipping:
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Delivery Time: 10-20 business days (varies by country)
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Cost: Calculated at checkout based on destination
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Customs: International orders may be subject to customs duties, taxes, and fees, which are the customer's responsibility
3. Shipping Restrictions
We currently ship to:
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All 50 U.S. states
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P.O. Boxes and APO/FPO addresses (standard shipping only)
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Select international countries (check at checkout)
We DO NOT ship to:
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Restricted regions or countries under trade sanctions
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Invalid or incomplete addresses
4. Order Tracking
How to Track:
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Use the tracking number provided in your shipping confirmation email
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Visit the carrier's website (USPS.com, FedEx.com, UPS.com)
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Enter your tracking number to see real-time updates
Tracking Updates:
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In Transit: Your package is on its way
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Out for Delivery: Your package will arrive today
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Delivered: Your package has been delivered (check your mailbox or porch)
Note: Tracking information may take 24-48 hours to appear after shipment.
5. Delivery Issues
Lost or Stolen Packages:
If your tracking shows "Delivered" but you haven't received your package:
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Check with neighbors, household members, or building management
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Look for a delivery notice from the carrier
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Contact us via our AI chatbot or email [email protected] within 7 days
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We will investigate with the carrier and work to resolve the issue
We are not responsible for packages stolen after successful delivery confirmation.
Chargeback Prevention for Delivery Issues:
Always contact us before initiating a chargeback for delivery problems. We maintain detailed shipping records and will provide:
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Proof of shipping and delivery confirmation
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GPS delivery coordinates (when available)
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Carrier verification and investigation
Chargebacks filed without first contacting us will be contested with substantial evidence and may result in account termination.
Damaged Packages:
If your package arrives damaged:
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Take photos of the damaged packaging and product
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Contact us immediately via chatbot or email
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We will arrange a replacement or refund (see Return & Refund Policy)
Delivery Delays:
While we strive to meet estimated delivery times, delays may occur due to:
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Carrier delays or logistical issues
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Weather conditions, natural disasters
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Customs processing (international orders)
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Incorrect or incomplete shipping addresses
We are not liable for delays beyond our control. If your order is significantly delayed (10+ days past estimated delivery), contact us for assistance.
6. Address Changes & Customer Responsibility
Address Verification:
Customers are responsible for verifying address accuracy at checkout. We ship to the address provided and are not liable for errors in customer-provided addresses.
Before Shipment:
If you need to change your shipping address, contact us immediately via chatbot or email. We will update your address if your order has not yet shipped.
After Shipment:
Once your order has shipped, we cannot change the shipping address. Contact the carrier directly using your tracking number to request address corrections (fees may apply).
We are not liable for orders delivered to incorrect addresses provided by you. Reshipping fees apply for address correction requests.
7. Undeliverable Packages
If a package is returned to us due to:
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Incorrect or incomplete address
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Failed delivery attempts
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Refusal to accept delivery
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Unclaimed packages
We will:
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Contact you to confirm correct address
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Charge reshipping fees for customer-caused returns
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Issue refund minus original shipping costs if reshipping is declined
8. International Shipping Details
Customs and Duties:
International orders may be subject to:
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Import duties and taxes
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Customs clearance fees
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Value-added tax (VAT)
These fees are the customer's responsibility and are not included in your order total. Contact your local customs office for more information.
Customs Delays:
Packages may be delayed during customs inspection. This is beyond our control. If your package is held, you may need to provide additional information to customs authorities.
9. Fraud Prevention
We monitor for shipping-related fraud including:
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Multiple lost package claims from same address
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Chargebacks for delivered orders
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Address discrepancies and high-risk locations
Suspicious orders may be:
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Held for verification
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Required to sign for delivery
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Canceled with full refund
10. Contact Us
For shipping questions, order status inquiries, or delivery issues:
HeelTherapy Customer Support
Email: [email protected]
AI Chatbot: Available 24/7 on heeltherapy.com
Response Time: Within 24-48 hours
Important: Always contact us first for any delivery problems. We're here to help resolve issues and ensure your satisfaction.