Shipping policy
Last updated: June 25, 2026
Shipping Policy
At SOFOTER, we aim to get your order to you as quickly and smoothly as possible. Please read the information below for details on processing times, shipping estimates, insurance, tracking, and delivery.
Order Processing
- All orders are processed within 1–3 business days after they are placed. This includes order confirmation, quality inspection, and packaging.
- Orders are not processed or shipped on weekends or public holidays. During busy periods, promotions, or holidays, processing times may be slightly longer.
- Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information.
Shipping Times
Estimated delivery time after processing:
- United States: 5–8 business days
- Holiday / Peak Season (e.g. Christmas, New Year, Black Friday): 10–15 business days
Please note that shipping times are estimates only and are not guaranteed. Shipping times do not include potential delays due to customs and duties. Delays may occasionally occur due to high demand, customs processing, courier issues, weather conditions, or other factors outside our control.
Shipping Costs
- Standard Shipping (with tracking): Free
- Optional Shipping Insurance: available at checkout for an additional cost (see below).
Shipping Insurance
For added peace of mind, we offer optional Shipping Insurance at checkout for an additional cost. Shipping Insurance is entirely optional and is only added to your order if you select it at checkout.
Coverage If selected, Shipping Insurance protects your order against eligible loss, theft, or damage that occurs during transit, up to the value of your order.
Claim Process In the event of a claim, please contact our support team:
- Within 7 days of receiving your order for damaged goods, or
- Within 14 days of the expected delivery date for lost or stolen items.
Please provide your order number and any relevant documentation, including photographic evidence where applicable.
Exclusions Shipping Insurance does not cover delivery delays, consequential losses, pre-existing damage not caused during transit, or packages where incorrect or incomplete shipping information was provided by the customer.
Non-Refundable Once purchased, Shipping Insurance is non-refundable, regardless of the outcome of the shipment.
If Shipping Insurance is not selected, SOFOTER is not responsible for lost, stolen, or damaged packages once they have been handed over to the shipping carrier, except where required by law.
Tracking Your Order
Once your order has shipped, you will receive a tracking number by email. Tracking updates may take a short time to appear after dispatch. If you do not receive your tracking email, or if you need help locating your shipment, please contact our support team.
Incorrect Shipping Information
Please ensure your shipping address is entered correctly at checkout. SOFOTER is not responsible for delays, failed deliveries, or lost packages caused by incorrect or incomplete shipping information provided by the customer. If you notice an error in your shipping details, please contact us as soon as possible and we will do our best to assist before your order is shipped.
Delays
While we always aim to deliver orders within the estimated timeframe, delays can sometimes happen. These may be caused by carrier disruptions, customs clearance, weather, public holidays, or high shipping volumes. We appreciate your patience and understanding if your order takes longer than expected.
Lost, Stolen, or Damaged Packages
If your package arrives damaged, or if you believe it has been lost in transit, please contact us as soon as possible with your order number and any relevant details. If you purchased Shipping Insurance, please contact us promptly so we can assist with the claims process where applicable.
If tracking shows that your package has been delivered but you have not received it, we recommend first checking with household members, neighbours, or your local courier.
Customs, Duties, and Taxes
Depending on your location, customs fees, import duties, or taxes may apply. These charges, if applicable, are the responsibility of the customer. SOFOTER is not responsible for delays caused by customs.
Split Shipments
In some cases, orders may be shipped in separate packages depending on stock availability, warehouse location, or the items ordered. If this happens, tracking information will be provided where applicable.
Order Modifications and Cancellations
Please be aware that once an order has entered processing, it may no longer be possible to change or cancel it, as packaging and fulfillment begin shortly after your order is placed. If you need to make a change, contact us as soon as possible and we will do our best to assist before dispatch.
Contact Us
If you have any questions about your order or shipping, please contact us at info@sofoter.com.
SOFOTER 225 S 6th St, Suite 39-118 Minneapolis, MN 55402 United States
FAQ'S
Have more questions about our products and policies? Find answers the here.
Shipping & Delivery
How long will it take to receive my package?
How long will it take to receive my package?
Once shipped, delivery usually takes between 5-8 business days depending on your location.
I did not receive an order confirmation email?
I did not receive an order confirmation email?
If you couldn't find the confirmation or shipping email, you can definitely find them in the spam or promotions folder of your email. Those emails are sent automatically from our server, so sometimes they may end up in your email spam folder (or may arrive via SMS if you entered the phone number).
How can I manage my order?
How can I manage my order?
To manage a confirmed order,please contact customer support ati info@sofoter.com
Where is my order?
Where is my order?
To track a shipped order, please visit our ‘Track Order’ page here nd insert your tracking number.
Product
Do the Massage Insoles help with plantar fasciitis?
Do the Massage Insoles help with plantar fasciitis?
Yes, SOFOTER Massage insoles can help ease plantar fasciitis discomfort for many people by adding arch support and heel cushioning, which can reduce strain on the plantar fascia during long periods of standing or walking.
How long do the Massage Insoles last?
How long do the Massage Insoles last?
With normal daily wear, SOFOTER insoles typically last 12+ months (often longer), depending on how hard you use them. They’re built to resist flattening better than typical gel or memory-foam inserts.
Tip: To extend lifespan, hand wash occasionally and air dry
Should you size up or down if you’re in-between sizes?
Should you size up or down if you’re in-between sizes?
If you’re between sizes, we recommend sizing up and then trimming to fit for the most comfortable, precise fit.
Are my shoes still going to fit after inserting the insoles?
Are my shoes still going to fit after inserting the insoles?
Yes, in most shoes, they’ll still fit comfortably.
Here’s the easiest way to make sure:
- Remove your shoe’s original insole first (this gives you the most room and best fit).
- If your shoes are roomier, you can place Stepprs on top — but if things feel snug, swapping out the original insole is the fix.
- If you wear tight, low-volume shoes, you may notice a tighter feel compared to boots or trainers.
Do you have a kids’ version of the Massage Insoles?
Do you have a kids’ version of the Massage Insoles?
Yes! We offer a kids’ version of our Massage Insoles in smaller sizes, designed to fit children’s shoes comfortably. They deliver the same cushioned comfort and massage-point feel as the adult version, just sized for little feet.
Ordering & Support
Want to stock SOFOTER or buy in bulk?
Want to stock SOFOTER or buy in bulk?
Get exclusive wholesale pricing, contact us at b2b@sofoter.com
What is the guarantee?
What is the guarantee?
All Stepprs products come with a 30-day money-back guarantee. If you try your order and decide it’s not for you. Whether you don’t like it, it doesn’t work for your needs, it doesn’t feel right, or you’re simply not satisfied for any reason, you can return it within 30 days.
About SOFOTER
How did the brand get started?
How did the brand get started?
SOFOTER was created from the belief that healthy feet are the foundation of an active and comfortable life.
After seeing how many people experience daily foot pain, fatigue, and mobility challenges, we set out to develop products that provide reliable support without compromising on comfort.
Today, SOFOTER is dedicated to helping people feel better with every step through thoughtfully designed foot care solutions built for everyday life.
What makes SOFOTER different from our competitors?
What makes SOFOTER different from our competitors?
Unlike many brands that focus solely on cushioning, SOFOTER is dedicated to supporting the natural function of your feet.
Our products are designed to help improve comfort, provide reliable support, and make everyday movement easier whether you're working long hours, staying active, or simply spending a lot of time on your feet.
By combining quality materials, ergonomic design, and a customer-first approach, we create foot care solutions that help people move with greater confidence and comfort every day.