Parents: Surestep custom products can be obtained through a local orthotic provider. Because our products are covered by insurance, a prescription is required from a medical doctor. To locate a Surestep provider in your area, please call our customer service team at 877-462-0711.
Orthotists: Surestep welcomes new customers to the family every day. In order to become an authorized Surestep provider, you will need to set up an account. Each account requires at least one certified orthotist on staff along with a signed Provider Agreement. To obtain a Provider Agreement, please contact our customer service team. Also, before placing your first order we ask that you take our 30 minute, Provider Certification Course. Once you're ready to get started, visit our Clinician's Toolbox for the appropriate measurement forms.
Surestep offers certain types of pre-fabricated products that are available for sale on our website, including shoes, sandals, socks, Criss Crossers, and our Dynamic Cervical Orthosis.
Surestep will ship via UPS Ground, unless otherwise specified. All Surestep products are sold through an authorized provider. Custom orders are shipped directly to the O&P facility. Depending on the custom product being produced, our fabrication time ranges between 2 and 5 business days, based on our Monday-Thursday work week. Each provider must account for time to authorize insurance reimbursement on a patient-by-patient basis. Therefore, please discuss delivery timelines with your O&P provider.
Surestep has a 90-day remake policy for all custom devices. A remake is warranted for any manufacturing defect or in the case of sudden growth or inadequate fit and function. All remakes must be initiated by the original O&P provider.
Any off-the-shelf or prefabricated items may be returned within 14 days. Returns must be unworn, in the state you received them. Please reference the instruction guide provided with your merchandise for specific details.