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synxsole essential faq's

How do I resize my Synxsole orthotic to fit into my shoe?

This is a quick and easy job that only needs your shoe, a pen and a pair of scissors. For full details, please see our Fitting Instructions

Do I need to wear Synxsole orthotics in both shoes even though I only have pain on one side?

Even though you might have pain only on one side, we always recommend you wear both orthotics, so that both sides of your body are working evenly.

Will one pair of Synxsole orthotics suit all my different shoes?

Synxsole orthotics have been designed to suit all shoe types with a solid backing or heel counter’. We recommend that you pick your top three favourite and most used pairs of shoes (for example, your work, casual, running/gym or school shoes or sports boots) and buy a pair of Synxsoleorthotics for each of them.

Synxsole orthotics have been designed to suit all shoe types with a solid backing or heel counter’. We recommend that you pick your top three favourite and most used pairs of shoes (for example, your work, casual, running/gym or school shoes or sports boots) and buy a pair of Synxsoleorthotics for each of them.

Constant removal and refitting can increase the risk of damaging your device. So, the more pairs, the less switching and the more benefits all round!

Should my orthotics feel comfortable instantly?

Once properly sized, your Synxsole orthotics should feel very comfortable as soon as you put them in your shoes. In some cases though, you may need time to get used to them as you may already be in pain and have some swelling.

It’s very normal for it to feel strange, unusual or different. It is also very normal to get muscle and/or joint aches and pains when first starting to wear your Synxsole orthotics. This is because you have been walking the same way for many years and now suddenly you’re changing it by putting an orthotic device in your shoe. It’s like going to the gym for the very first time in your life, you can feel sore for days after a session! So it can be very normal to feel some muscle or joint aches and pains in your foot, ankle, legs, calves, knees, hips and backs. We recommend you gradually increase your time wearing them until they are completely comfortable.

What Product is right for me?

Are you suffering from a variety of conditions and need help choosing the right product to treat your symptoms?

Check out our useful treatment sheet which details all the common foot conditions and the best product to suit the symptoms.

Synxsole Treatment Sheet

Can I start exercising in Synxsole immediately?

You can start your daily activities, however, we don’t recommend that you immediately go for a run or do heavy exercising in them. Although your Synxsole device might be very comfortable, you’re changing the way you walk – joints change their angles slightly and muscles that have never really been used are now forced to work hard.

So we recommend you gradually increase your activity in them. Start with wearing around the house and work, then start walking, then run… See how you go and take it easy. If it’s too much, then go back to daily activities and easy walki class="tab-cont" class="tab-cont" class="tab-cont"ng.

Can I wear Synxsole orthotics if I roll-in, am flat-footed, pronated or over-pronated?

Yes, Synxsole orthotics have been designed for people with each of these foot types. If pain continues beyond a couple of weeks of regular wear in a supportive pair of shoes, they can be customised by a Synxsole-registered practitioner: Click Here.

How often would you recommend I replace my Synxsole orthotics?

Synxsole Kids and Synxsole Everyday orthotics are designed and manufactured to be durable. However, how long your orthotics last will depend on your weight, activity levels and time worn.

How do I clean and care for my Synxsole orthotics?

To clean your Synxsole orthotics, we recommend using either a eucalyptus or tea tree foot spray or wipe them gently with a damp cloth.

Do not saturate the orthotic or immerse it in water and NEVER put your Synxsole orthotic in the washing machine or drier.

Other care instructions:

  • Keep dry at all times.
  • If they get wet, leave to air dry.
  • If they get dirty, wipe with a damp cloth and let air dry.
  • Keep away from direct heat and sunlight.
  • Please, don’t bend or fold.

My Synxsole orthotics squeak in my shoes. What should I do?

This is not uncommon and is easily fixed!

For squeak-free steps:

  • Remove your Synxsole orthotic
  • Tip some talcum powder inside your shoe and move it around so it covers the whole base and sides of your shoe
  • Put your Synxsole orthotic back into your shoe
  • Repeat steps 1 to 3 whenever needed

SIZE, FITTING AND PRODUCT FAQ’S

WHAT PRODUCT IS RIGHT FOR ME?

What product is right for me? 

Are you suffering from a variety of conditions and need help choosing the right product to treat your symptoms? 

Check out our useful treatment sheet which details all the common foot conditions and the best product to suit the symptoms.

 

Synxsole Treatment Sheet

FITTING INSTRUCTIONS

FOUR EASY STEPS

1. ALIGN - Place the RIGHT Synxsole orthotic face down on the table so the blue base is fully visible (as shown above). Take the sockliner from your RIGHT shoe and place it face down on top of the Synxsole orthotic, taking care to keep the sockliner straight and the heels of both aligned.

2. TRACE - Hold securely while you trace around the upper part of your sockliner, marking an outline on the base of the Synxsole orthotic.

3. CUT - Double check your marking then cut carefully along your traced outline.

4. FIT - Insert the Synxsole orthotic into your shoe (in place of the sockliner) and test the fit. If it is still too large, cut 1mm at a time until it fits correctly.

Repeat these steps with the other sockliner and LEFT Synxsole orthotic.

FIND MY SIZE

Before purchasing, please look closely at the dimensions provided as your best indication when selecting size for your Synxsole orthotic. Shoe sizes can vary considerably between brands and countries.


100% COMFORT GUARANTEE

100% Comfort Guarantee

guarantee logo

We seriously guarantee 100% comfort with our insoles — and we stand by this!

We’re so confident you’ll love your Synxsole Orthotics that if you’re not 100% happy with your insoles in the first 30 days, we will happily refund your money.

You have absolutely nothing to lose by trying Synxsole Orthotics. Give them a go today.

T&C’s apply, click here for details.

To arrange returning your orthotics, please visit our returns and exchange page.

GENERAL FAQ’S

SHIPPING

DOMESTIC SHIPPING – Australia – (AUD)

 

*FREE shipping offer applies to retail purchasers only and must be over the value of $34.00 for Australian orders (except when special or promotional shipping offers are advertised).

Dispatch
  1. Products will be dispatched within two (2) working days of processing your order.
  2. Same day dispatch will occur for orders received by 11.00am AEST.
Delivery Time
  1. You can expect delivery within 2-10 working days, depending on your location in Australia. 
  2. Express shipping available for additional fee.

**For detailed shipping costs, please refer to our shipping page.

RETURNS AND EXCHANGES

Our returns and exchanges policy

According to our ‘30 Day Comfort Guarantee’* if your product was purchased from this website, we will happily refund the purchase price of your Synxsole orthotics within 30 days if you are not 100% happy with them.

NOTE:  If you purchased your orthotics / insoles from a pharmacy or retail outlet other than the Synxsole website, you will need to return your product direct to the store of purchase to obtain a refund / exchange.

To obtain your refund (if purchased from the Synxsole website), please note you will need to:  

  • Complete the online below form
  • Return the orthotics to us (via the post at your cost) to this address:
    Synxsole, PO Box 42, Hamilton Hill  WA  6963
  • Include in the parcel, your proof of purchase along with the receipt
  • Print out a copy of the completed form (emailed to you) and place in the parcel.

Once we have received your returned insoles with receipt and proof of purchase, we will refund you the full purchase amount into your nominated bank account.

*Please note that the insoles must have been worn for a minimum of at least 14 days to provide optimal opportunity for comfort. All insoles can take a period of time to settle in before feeling comfortable. If initial discomfort is experienced, we recommend wearing for a few hours at a time to gradually wear them in. Request for refund must be made online and received prior to 30 days expiry of original receipt date. Refund will be processed within 2 weeks of receiving refund request.
*Our 30 day Comfort Guarantee only applies to Synxsole Everyday and Kids insoles, and Synxgeli Power Insoles.
*Due to hygiene reasons, we are not permitted to refund or exchange Synxgeli, Synxplus or Synxlace products unless faulty.

COMPETITIONS

Synxsole runs competitions from time to time at its own discretion.  Please see below our Terms and Conditions (T&Cs) and winners for all current competitions and winners for 2019 onwards.

Terms and Conditions

T&Cs - Social Media Competitions

T&Cs - Ultimate Synxsole Competition (The Morning Show)

Winners

Date Competition Name Suburb
April 2019 Instagram Samantha K Victoria
April 2019 Instagram Judith B New York
May 2019 Instagram Alaina S New South Wales
May 2019 Instagram James G California

TERMS AND CONDITIONS

Online Shop Terms & Conditions

Before placing your order, please read through these Terms of Use for the Synxsole Online Shop. By using this website and making a purchase, you agree to the terms of use (“Terms of Use”) of the Synxsole Online Shop as set out below. The Terms of Use include the terms and conditions set out below and the Synxsole Privacy Policy. You are bound by these Terms of Use and should review them whenever you are using this website and making a purchase.
  1. Stock

    We endeavour to ensure that only accurate and up to date information is placed online. In the event that incorrect information is included in the Synxsole Online Shop, we will place a correction on the Synxsole Online Shop content area.

  2. Intellectual property

    The materials displayed on this website, including all editorial materials, information, photographs, competitions, illustration, artwork and other graphic materials, and names, logos and trademarks, are the property of Synxsole and are protected by copyright, trademark and other intellectual property laws. Any such content may be displayed and printed solely for your personal and noncommercial use. You agree not to reproduce, retransmit, distribute, disseminate, sell, publish, broadcast or circulate any such material to any third party without the prior written consent of Synxsole. Synxsole does not grant any licence or right in, or assign all or part of, its intellectual property rights in the content or applications incorporated into the website or in the user interface of the website.

  3. Accuracy

    are has been taken to ensure that the products and descriptions of them on this site are accurate. We do not, however, promise or represent that it is accurate or free from errors or omissions and we reserve the right to make any necessary corrections. You should enquire with us directly to ensure the accuracy and currency of the material you seek to rely upon.

  4. Unacceptable orders

    Synxsole reserves the right to reject an order if, in its sole opinion, it is unacceptable.

  5. Disclaimer of warranties

    To the maximum extent permitted by law (most importantly the Australian Consumer Law):

    1. Synxsole disclaims all warranties with regard to the information and applications contained on the website and your use of the website, including all implied warranties of merchantability and fitness
    2. Synxsole, its contractors, agents, or employees disclaim liability for any damages whatsoever (including special, indirect or consequential) arising out of or in connection with the use or performance of the website whether in contract, at common law or in equity, or on any other basis
    3. If Synxsole becomes liable for any breach of any such condition or warranty, Synxsole’s liability shall be limited at its option, to any one or more of the following:

    In the case of goods: replacement of the goods or the supply of equivalent goods; repair of the goods; payment of the cost of replacing the goods or acquiring goods; or payment of the cost of having the goods repaired.

  6. Security information

    At the time that you place your order and are asked to supply personal information you enter a secure environment. From that time, the link between your web browser and the Synxsole Online Shop will be protected using a security certificate. This will be indicated by the appearance of a padlock on your browser. You should note that credit card numbers will not be stored on the web site and will never be made publicly available. All information concerning your order is encrypted and can only be viewed by members of the Synxsole Online Shop team with authorised access to that information. As noted your credit card details are not visible to the members of the Synxsole Online Shop team.

  7. Stock availability

    Synxsole will endeavour to supply all items publicised in the Synxsole Online Shop. However, there may be unavoidable occasions when:All or part of your order cannot be fulfilled immediately, or All or part of your order cannot be fulfilled at all.Where part of an order cannot be fulfilled immediately, the part that can be supplied will be dispatched as soon as possible. Where part of your order cannot be fulfilled at all you will be advised as soon as possible by email, telephone or fax. However, where a product becomes permanently unavailable and that item is ordered by you before Synxsole has withdrawn that item from the Synxsole Shop, Synxsole will not be held responsible for inability to complete that order.
  8. Delivery standards

    Synxsole will endeavour to dispatch all orders within 1-2 working days of receiving the order and endeavour to deliver all domestic orders within 2-10 business days from receipt of order (depending on your location in Australia). Items may be delivered to you individually and/or separately where they are fulfilled from different locations.

  9. Incorrect details supplied

    Please note that acceptance of your order implies that we will fulfil your order within the time specified in the Delivery Standards. The following situations are exceptions:If and when incorrect payment details, including credit card details, are supplied.

    Where correct credit card details are supplied but funds are not approved.

    In the event that you supply incorrect payment and delivery details, Synxsole will take all reasonable steps to contact you using the personal details that you have provided.

    In the event that your supplied contact details are incorrect however, Synxsole will not be held responsible for not fulfilling your order, nor for being unable to advise you that this is the case.

  10. Overseas Orders

    Synxsole will not convert the total price of orders into other currencies. Your credit card or PayPal® account will be charged in Australian dollars (AUD) and the card company will convert the charges at their proposed exchange rate at time the order is processed.

  11. Customs

    Customers outside of Australia may also be liable for any customs, import duty, permits, product restrictions and all local requirements. Synxsole will not be liable for any costs associated with customs policies; be advised that customs policies vary from country to country.Please refer to the Customs Tariff Act 1995 for tariff classifications, duty rates and other concessions and exemptions that may apply to your goods.Any product returns due to non-payment of customs or taxes will be refunded in full minus all costs incurred.

  12. Refund policy

    All products sold by Synxsole must be free from defects. You can return an item to us if it’s faulty. To ask for an exchange, repair or refund, you’ll need to prove that you purchased the product via the Synxsole Online Shop. If you can’t provide an order confirmation, another form of proof of purchase will be required. If the product is assessed to be faulty, refunds will be issued using the same method as your original payment.

    INSOLES / ORTHOTICS
    Synxsole Everyday orthotics and Synxgeli Power insoles, must have been worn for a minimum of at least 14 days to provide optimal opportunity for comfort.

    Request for refund must be made online and received prior to 30 days expiry of original receipt date.
    • Purchased on Synxsole website
      To arrange a refund, you’ll need to prove that you purchased the product via the Synxsole Online Shop. If you can’t provide an order confirmation, another form of proof of purchase will be required.
      Refunds will be processed within 2 weeks of receiving refund request. To arrange returning your orthotics, please visit our returns and exchange page.
    • Purchased from a pharmacy or retail outlet
      If you purchased the product from a pharmacy or other retail outlet, you will need to liaise with them direct to arrange a refund.
    OTHER PRODUCTS / RANGES
    Due to hygiene reasons, we are not permitted to refund or exchange our other product ranges (Synxgeli, Synxplus and Synxlace) - unless of course they are faulty. Customers are reminded to choose carefully and always check the sizing guides provided with each product.
  13. Change of mind returns

    We do not offer change of mind refunds and returns on Synxsole products.

  14. Goods and services tax

    All prices are inclusive of Australian Goods and Services Tax (GST) where applicable. Synxsole will issue a compliant tax invoice where appropriate.

  15. Governance

    These Terms and Conditions are governed by the laws of Western Australia, Australia. In the event of a dispute you agree to submit to the exclusive jurisdiction of the courts of Western Australia and the Federal Court of Australia.

  16. Third party websites

    The Synxsole Website may contain links to other websites operated, controlled or produced by third parties. Unless otherwise indicated, Synxsole does not control, endorse, sponsor or approve any such third party websites or their content nor does Synxsole provide any warranty or take any responsibility whatsoever for any aspect of those websites or their content.

  17. Links to Synxsole website

    If you wish to establish a link to this website, you must first seek approval from Synxsole. To seek approval, please email Synxsole’s team admin@synxsole.com. The following information will be required to assess your request:
    • the URL of the website that you seek to establish a link from
    • a brief description of your website
    • the reason that you wish to establish a link.
  18. 30 Day Money Back Guarantee

    When you purchase Synxsole Orthotics or Synxgeli Power Insoles your absolute comfort is guaranteed! If our insoles do not provide you with the level of comfort advertised or expected, please return the goods to your original place of purchase within 30 days for a full refund, no questions asked.

    If you purchased through a retail store, please take the product(s) back to the store with your original receipt for a full refund. The store will then contact us to follow up.
    If you purchased through our website, please complete the online form, on our returns and exchange page and follow the instructions to obtain a refund.
    Even if you have worn the product for a while and/or have trimmed the insoles with scissors, you will still be able to receive a full refund.
    As soon as we have received the orthotics back from you, we will transfer the funds into your nominated bank account.
    Synxsole Everyday orthotics and Synxgeli Power insoles, must have been worn for a minimum of at least 14 days to provide optimal opportunity for comfort.

    Request for refund must be made online and received prior to 30 days expiry of original receipt date.

    Refund will be processed within 2 weeks of receiving refund request.
    Please note, we are unable to honour this guarantee if the original receipt or proof of purchase is not supplied.
    We love our orthotics and we hope you do too! All enquiries can be sent to admin@synxsole.com.

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