Answers to our most common questions

Frequently Asked Questions

Placing orders

I forgot my password

How do I buy for someone else?

Server error - server is down

Taking foot photos

I am having trouble getting all four corners of the paper in the photo

I can't get my heel against the wall

I am a heavier person and am having trouble taking the photos

My foot is longer than the paper

Do I need to take new measurements? I’ve previously ordered

How do I retake my foot photos?

I already took my photos. Why do I have to do it again?

Why can’t I have multiple foot photos on the same account?

Help! I don't recognize my foot photos

Receiving orders

My insoles haven’t arrived

How do I file a claim with USPS or Canada Post?

Why is my order on hold?

I downloaded the app and took my foot photos but my order isn't showing up

Special foot conditions

I have flat feet - will Wiivvs still work for me?

I have extremely high arches - will Wiivvs work for me?

Can I use metatarsal pads with Wiivvs?

Can I use heel lifts with Wiivvs (for uneven leg lengths)?

Do Wiivvs help with Morton's Toe?

Kickstarter, Indiegogo, and Crowdfunding

I ordered multiple sandals, how do I give one pair to someone else?

Why is the website is asking me to pay?

I was a backer for your Base Kickstarter campaign but never received a code

How do I redeem my insole reward?

I purchased an extra strap and/or swag, how do I redeem it with my sandals?