Can I make adjustments to the orthotic?
Yes, the plastic we use can be adjusted with a common paint stripper heat gun (or equivalent) available at most hardware stores. If you have never performed a heat adjustment before, we suggest you review the process in our reference manual section on heat adjustment or call tech support for guidance. We also recommend that relatively small adjustments be made in any one session.
What kind of adjustments can I make to the orthotic?
The most typical adjustment made is to raise the arch up or down (most commonly up). Occasionally, with high heeled shoes, an orthotic may show a tendency to "see saw" at the lateral border, so a slight bowing upwards of the lateral shell may be necessary to avoid this. For other issues, please consult our tech support department.
Can I damage the orthotics by adjusting them?
There are two ways you might damage the shell:
1) Applying too much heat. This is the most common mistake of novice users, but can easily be avoided by using heat conservatively and testing the flexibility of the plastic before applying the adjustment. Too much heat will render the plastic susceptible to problem #2.
2) Changing the shell too much at once. Over aggressive deformation of the shell may result in too much shell distortion or creation of surface irregularities that may be difficult to smooth out. It is best to make relatively minor changes and make further adjustments later, if necessary, after the patient has had a chance to respond to the first adjustment. Spreading the force of adjustment over broad areas of the hands can also be helpful in avoiding unwanted distortions. Over distortion of the shell is also most commonly associated with too much heat. With a little practice you will see how easy and safe the process can be.
It is also possible to singe the topcover components if heat is applied too close to the edges of these. Again, all these issues and more are covered in our reference manual section on heat adjustment.
Do I have to use an outer shipping box?
Yes, the more padding around the casting the less likely the casting will not be broken.
Where can I get the shipping boxes?
Sole Supports, Inc. does not provide the Large White Shipping Boxes needed to ship a casting. Please call FedEx @ 1-800-463-3339. Sole Supports cannot call FedEx and request boxes to be sent to a clinic.
Why does FedEx require a credit card on file when opening an account?
FedEx requires a credit card on file incase you need to ship a parcel somewhere else other than Sole Supports, IncDo we only use FedEx for shipping?
No, the clinic may ship to us by USPS or UPS. Sole Supports, Inc. does have USPS priority shipping labels. However we do not provide UPS labels; therefore the clinic would have the expense of shipping to Sole Supports, Inc.How long will my orthotics take during shipping?
Shipping process depends on how far you are from Tennessee. There is a map on the FedEx website for ground services. If the express was marked on the design form, the orthotics will be over-nighted to the clinic with the exception being on Friday. Sole Supports, Inc. does not provide priority overnight. (Weekend Services)
If I choose to overnight, what time will I receive the orthotics the next day?
You will receive the orthotics at your regular scheduled time.
Can I choose to ship the orthotics to a patient?
Yes, but we do not recommend shipping to patients. There is no initial examination of the orthotics. Also FedEx’s policy when delivering to the address other than the account holder it will be left unattended whereas FedEx and Sole Supports, Inc. are not liable for the package.My FedEx label has expired can I use it?
No, please call or email Customer Service and we will ship additional labels to the clinic. FedEx labels are provided free of charge.My FedEx label has expired can I use an air bill?
No, if a clinic chooses to use an air bill we will bill your account accordingly.Do I need to pack my castings?
Yes. Please fill the castings w/ facial/bath tissue, shredded paper or fiberfill polyester batting. Lightly fill the cast with the tissue and place in each cast. This decreases the chance of cast breaking during shipping. Sole Supports, Inc. Sole Supports, Inc. does not
Is there a charge for casting boxes?
No, Sole Supports, Inc. does not sell casting boxes (providing a Supply Kit
has been purchased).
Where do I get casting boxes?
Please call or email Customer Service and we will ship boxes to the clinic location.
How many casting boxes can be shipped?
We ship in bulk 6, 12, 24 or 32 boxes.
When do I get casting boxes?
A replacement casting box will be sent out with all new orders. A replacement box will not be sent with warranties or second pairs.
How are boxes shipped?
We ship the boxes out UPS.
Can I ship casting boxes to another location?
No. We require that you open an additional account for another clinic location.
My foam has cracked can I still use the casting?
Yes, just pack it well. Good rule of thumb is to cast the patient again. If the foam is orange and hard you will need to call or email Customer Service and ask for more casting boxes.
Can I use a casting box from another lab?
Yes, if the thickness of the foam is the same as our foam.
Can I get the molds shipped back to clinic?
No. The molds belong to Sole Supports, Inc.
How long are the molds in storage?
The molds are kept for six months from the original shipping date. If a second pair is purchased we keep the molds an additional six months from that shipping date.
Can you hold the molds longer than six months?
At present we will keep them longer than 6 months only with an extended warranty.
We are transitioning to a digital scan storage system which will enable unlimited storage in the near future.
What does the extended warranty cover?
The extended warranty will cover the orthotic shell for any breakage, cracking and unmodifiable deformity for a full two years from the original date of shipping. Unmodifiable deformity is any significant change to the custom shape of the orthotic shell that cannot be restored by means other than complete replacement.
In addition to the above, the extended warranty will give you access to your original casts for two years. Normally the casts are removed from inventory after six months. Having long-term access to original casts makes it much easier to obtain additional pairs that are the same as the original.
When can I purchase the extended warranty?
Purchase may be within a time period that is not to exceed 60 days from the date the orthotics ship from our lab.
Will the warranty cover all orthotics made off the same molds?
No, you must buy additional warranties for the additional orthotics.
Does the warranty cover weight gain?
No.
Does the Sole Supports Orthotic have a warranty?
Yes. All Sole supports come with a standard warranty. For the first six months after the orthotics ship from the lab, they are warrantied against all defects in workmanship and materials. The shell is warrantied for one year from the original ship date against breakage or cracking (through normal use in shoes; damage done to the orthotics outside of shoes, such as being run over by a car or chewed up by a dog, is not covered). The topcover is warrantied for 6 months against workmanship or materials.
I cut the orthotics too short and need to send them back for recover, is there a charge?
Yes, there is a nominal charge to recover the orthotics.
The patient has lost his/her orthotics is this covered under warranty?
No. You may get a second pair of orthotics at the second pair price (as long as it is within 6 months from the origianl ship date -after that a new order must be placed).
Does the warranty cover damage due to practitioner adjustment?
Yes, during the 6 month warranty period, however, we certainly encourage anyone unfamiliar with adjustment to consult our tech support department for guidance prior to making any significant adjustment.
Does the warranty cover desired changes to the topcover?
During the 6 month warranty period, desired changes to the topcover originally ordered will be covered for reasons related to function or comfort after consultation with our tech support department. Exceptions to this may include desired changes to special order topcover pads that were incorporated under the topcover during original manufacture or to cut-out changes made necessary due to inadequate marking of the cast. Color changes unrelated to function or comfort issues are not covered.
Does the warranty cover changes to shell rigidity or flexibility?
If, after consulting with tech support, it is deemed necessary to change the properties of the shell, those changes are fully covered within the first 6 months post shipment.
Does the warranty cover shipping?
Yes, all approved warranty work may be sent to us with the same pre-paid label used to send in orders.
How do I initiate a warranty claim?
We ask that you fill out our Warranty / Modification form as thoroughly as possible and send it with the orthotics. Clear issues such as shell breakage or order error may be sent without prior consultation. If there is any uncertainty about the nature of the problem, please discuss first with tech support. This will enhance warranty processing when the orthotics are received.
Why do I need to push the Toes down in Sequence?
The Plantar Fasicia remains taught when the toes are left up during the casting process and as a result it
(1) gives the castings a false appearance of a lower arch
(2) gives the appearance of lumps in the arch and
(3) gives the lab a good idea of the length for topcover.
If the toes are not pushed most of the way down in the foam the orthotic will not be a total contact orthotic; the orthotic will not be strong enough to hold up the foot and the orthotic may have uncomfortable ridges in the plastic arch area.
Why do I need to bottom out the first met head?
(1)The arch appears lower and longer that it really is
(2) the apex of the arch appears falsely anterior or distal and
(3) gives the false appearance of a forefoot varus.
If the first met isn’t bottomed out the orthotic will not be a total contact orthotic, the apex of arch will be too far distal and the shell may be too long distally.
Why do I need to bottom out the fifth met head?
(1) the overall arch appears lower than it really is and
(2) gives a false appearance of a forefoot valgus.
If the fifth met isn’t bottomed out the orthotic will not be a total contact orthotic and the shell will be extended too distally laterally.
Why do I need to bottom out the Lateral side of the foot?
As a result of not bottoming out the lateral side the arch:
(1) appears much lower
(2) much shorter and
(3) the apex of the arch appears falsely posterior or proximal.
If the Laterals are not bottomed out the orthotic will not be a total contact orthotic, the shell will be too short distally, the apex will be too far proximal and the shell will be too short.
Why does the heel need to be bottomed out?
(1)The foot appears to be in fixed dorsiflexion
the arch appears much lower and longer
(2) the apex of the arch appears falsely forward or distal and
(3) there is no proximal arch definition.
As a result the orthotic will not be a total contact orthotic, the apex will be too far distal and will not accommodate the patients foot.
How much of a lift does SSI suggest?
We only like to go half of the leg discrepancy/measured deformity if this is a NEW correction. We do not want to make too much of an adjustment at one time if the patient has been walking without correction.
What is the maximum SSI suggests going into an athletic shoe? And why?
We recommend only going w/ 3/8” maximum.
If more than that is necessary, we recommend the extra height be added to the shoe or a full foot cork lift (provided the shoe can accommodate). Reason is that if we raise the heel of the orthotic too high, the heel may pop out of the shoe during gait and we begin to overload the metatarsal heads.
What is the maximum SSI suggests going into a dress shoe?
Most dress shoes will only accommodate up to 1/8” lift.
What is the minimum heel lift SSI suggests?
1/16” Anything under 1/8” will not be enough of a heel lift for the patient to feel.
Can a sandal accommodate a lift?
Yes. To accommodate the look of the sandal SSI places the heel lift on before grinding down the shell. (Shell may end up being only shallow or extra shallow) You will not be able to tell a difference in the two shells unless the lift is taken off.
We also have a list of sandals with removable inserts that will allow for extra depth when using heel lifts.
What are SSI heel lifts made of?
Our lift is a solid, flat piece of black crepe that is cut to your specified thickness and then capped with a durable plastic to resist wear against the shoe. It is then contoured to match the heel cup shape and glued to the base of the heel cup.
Can the heel lift be removed?
Yes! If a different size is desired the lift can be manually torn or knifed off in your clinic. (This does NOT compromise the warranty)
If the size of the lift is incorrect to I need to ship back?
No, you can call, email or fax over the request to the customer service dept and we will ship a new size lift.
What kind of glue is needed?
Any commonly available contact cement will work fine.
Can I purchase several heel lifts?
We do not keep a stock of lifts; they are only made when a lift is needed. We recommend the following web site: www.clearlyadjustable.com.
Does SSI offer segmented heel lifts?
Yes. When the practitioner feels that they might want to reduce the heel lift after the orthotic is dispensed we do offer segmented lifts. The lift is attached in 1/8” increments. The lifts can be pealed off by pulling up a corner & popping off with a sharp tool. These lifts have a minimal cost.
Do we have a full foot lift?
Yes. We use cork. These are made in full foot template shapes in combination of 3 and/or 2mm cork sheets. They are NOT attached to the orthotic. There is a minimal charge.
How important are shoes to the function of the orthotic?
Shoes act as the container of the foot over the orthotic and, as such, play a role in foot control -though not necessarily a critical one. If the foot is highly flexible and deeply over-pronating, the shoe should have some firm control features built-in, such as a stiff heel counter, firm midsole (does not twist easily) and good lateral support (does not allow foot to slide away from orthotic). A straight last (shape of the bottom of the shoe) is preferable to a highly curved (banana-shaped) last. Most good quality shoes have these features, though, so it is commonly not an issue. If the foot is more high-arched and rigid, shock absorption is the most important feature of the shoe design. High-arch feet have higher insteps, too, so the shoe's vamp needs to be generously sized to accommodate this (usually only an issue with tight dress shoes).
Do you recommend a certain brand or type of shoe for these orthotics?
Every year we publish a shoe recommendation list, as the kinds and brands of shoes change often. For the latest shoe list, visit our E-lements of Success page. In general, we recommend the use of quality athletic or casual shoes that have removable insoles and good construction features reviewed above. This is especially the case for the majority of orthotics users with too much pronation. This kind of shoe allows for the full range of orthotic design features that may be necessary for good foot control. We also generally discourage the frequent use of high-heeled shoes. If business dress requires more than a casual shoe, we recommend the use of shoes that emulate athletic shoe features in a dress look (Rockport Dressport shoes, for example). If you have a special need or an unusual patient case, please consult our tech support department.
Can Sole Supports be used in sandals?
Yes. The sandals must have a removable foot bed that allows the orthotic to nest into the sandal base. We have had most experience with either Naot sandals (more fashionable) or Bite Orthosport (active use) and can easily fit orthotics for these at no extra charge. We can fit to any sandal with a removable bed, though an additional lab fee may apply. Our annual shoe recommendation list usually contains specific sandal recommendations.
Can Sole Supports be used in shoes without heel counters (such as clogs)?
The orthotics must be contained at the perimeter to be stable with use. Shoes without heel counters tend to allow the orthotic to slide out the back with push off. If there is no heel counter but a supportive ridge to keep the orthotic in place posteriorly than the shoe may work.
Are "extra depth" shoes required for orthotics?
No. The usual removable insole of about 1/8" foam allows plenty of room for the orthotic.
Can Sole Supports work in any kind of shoe?
The only shoes that cannot be accommodated are sandals without removable beds, shoes without heel counters and ballet slippers. Tight shoes for dress or sports usually accommodate our constrictive shoe design orthotic. In some cases, the shoes may need to be sent with the casts to insure proper fit (example: figure skates).
Does Sole Supports recommend the use of met pads?
In most cases, no. The reasons are outlined in our met pad policy sheet.
In what situations are met pads possibly useful?
Patients with very acute and/or very chronic cases of metatarsalgia (sharp, intense pain with palpation) may benefit initially from use of stick-on met pads if cut-outs have been tried and do not give enough relief. MASS position correction does the lion share of off-loading the lesser metatarsal heads. Occasionally it might be helpful, though, to off-load the very inflamed met head a bit more with a pad. The self-stick pad may then be removed a few months later when the inflammation is less acute. We stock met pad kits for this purpose.
What if my patient or referral source insists on having a met pad?
Since met pads are so common, many people assume they are necessary. Some patients have used them for years and "swear by them", not realizing that they only needed them because their orthotic was not giving them the correction they need. First explain why with our technology they are rarely needed. If they still insist, we suggest you start them with a self-stick pad and ask them to try gradually removing it.
What is the difference between cushion foam and ultrasuede?
Cushion foam is designed to absorb shock and create a comfortable transition from shell to foot. Ultrasuede is a tough but more attractive top layer that looks and feels like real suede leather. It also is available in different colors. Ultrasuede may be used as the only topcover only on met head length orders, but we recommend that ultrasuede always be used on at least 1/16" of cushion foam for comfort. Both are highly durable, waterproof materials that can be washed if necessary.
Which topcover is the most absorbent or breathable?
Orthotic topcover must be waterproof and closed cell (non-breathable) or else they would quickly deteriorate. So neither material is absorbent or breathable. If ventilation or moisture is an issue, the best source of relief is a quality, moisture-wicking sock. We rcommend either Smartwool or Bridgedale wool socks for year-round moisture control.
What is the maximum recommended thickness for a topcover?
We recommend no more than 3/16" combined thickness of topcover plus any forefoot extensions. The shoe msut be able to accommodate this much thickness. Most casual or athletic style shoes with at least a 1/8" thick removable insole can usually handle this. A deep heel cup cannot accommodate the maximum thickness.
When might it be useful to have a maximally thick topcover?
People with a high degree of rigidity in their feet or those with extraordinary sensitivity to plantar pressure may benefit.
What if my patient complains of objectionable odor from their topcover?
As with any item worn directly against the body, odor may develop over time. A good wicking sock as recommended above can also go a long way to avoid odor build-up. The topcover is completely washable, even in the washing machine (but don't put the orthotics in the dryer at high heat). We do not recommend the use of detergent containing bleach.
Do I have to purchase an OGP when sending in the casting?
No, we can add the OGP within 3 months. (Exceptions can be made)
When should a child be recasted?
Recast the pt when the child has an increase of 1 full shoe size or ¼” gab behind the met heads.
How long do you keep the molds?
We keep the molds for 6 months from the ship date.
Can I get a 2nd pair?
Yes, just notify Customer Service Dept if you need to purchase another OGP.
Can we recover OGP orthotics?
Yes, but not recommended. The child might have outgrown the orthotics and for about the same cost, you can get a new replacement pair.
Do I need to send back the old orthotics?
Yes, after you have received the new O’s. We like to have them back as a learning tool for our grinding room.
What is the warranty on OGP pairs?
The same warranty as our regular pairs. The shell is warranted against cracking for one year.
Does Sole Supports, Inc. require a Purchase Order number?
No, this is only if the clinic requires a PO to pay for the orthotics.
Does Sole Supports, Inc. still make a heel pad or U-Heel pad?
Yes, however this is not an option on the design form because demand is not high.
Can a cushion extension be made to extend to the toes?
Yes, If you would like the extension to the toes please write in the Diagnosis/Note or under the Extension section “to end of the toes”.
Can I get the orthotics Rushed through lab only?
Yes, please circle and/or highlight the word Rush and write “only”.
Can I get the orthotics Expressed (overnighted) only?
Yes, please circle and/or highlight Express and write “only”.
How thick is the suede?
Our durable ultrasuede is only 1mm thick. Ideal for woman’s dress shoes!
Can I get a topcover thicker than what is on the design form?
Yes, some athletic shoes or work boots can accommodate 1/8” over 1/8”. Please mark on design form as follows:
How long does a Sole Support orthotic take to manufacture?
The turn around time is three to five days in lab.
My patient is going out of town can you rush the orthotics?
Yes, on our design form, in the top left area of the first page, there is a place we suggest you mark. The rush is $20 and insures the orthotics two to three days in lab. The express is $20 and this is for overnighting the orthotics.
What if I have orthotics from another lab? Can I get them recovered?
Yes, we can recover orthotics manufactured by another lab. If they are made from Graphite, Carbon Fiber of Fiberglass we cannot. You must sign a waiver that the customer service office will fax or email to the certified practioner.
What if the orthotics squeak with use?
Some shoes have the kind of material on the sole that can cause squeaking as the distal edge of the shell moves back and forth. Sprinkling some talcum powder on that area of the sole under the orthotic should eliminate the problem.
What if the orthotic slides around in the shoe?
This can happen when either a met head or sulcus length is used since the topcover does not reach the full perimeter of the sole. Some shoes have a more slick sole material that might facilitate sliding, or the orthotics are used in shoes sized wider than others. Double-faced (carpet) tape may be used on the flat heel bottom of the orthotic or velcro may also be used to help anchor the orthotic to the shoe at the heel.
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