Frequently asked questions
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
When will my package be delivered?
You will receive a separate email with tracking once your order ships. Order processing can take up to 24 hours. Orders will be processed during our fulfillment center’s normal hours of operation M-F 8am-4pm est excluding federal holidays. Orders placed outside of these hours will begin processing the next day.
Our fulfillment center will be closed on:
January 1, 2024
January 15, 2024
May 27, 2024
July 4, 2024
September 2, 2024
November 11, 2024
November 28, 2024
December 25, 2024
January 1, 2025
Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays, or transfers from UPS/DHL/FedEx/USPS to international mail carriers. Customers with non-contiguous US addresses (APO/FPO/Guam/Hawaii) may take longer to deliver. We can only ship to P.O. Boxes with USPS (please select Free Shipping at checkout). We do not take any responsibility for delivery made by freight forwarders.
Do you ship with expedited shipping?
We offer FedEx 2 Day shipping for domestic orders. FedEx 2 Day estimates delivery within 2 business days. Please allow for 1 additional day for your order to be fulfilled.
Help! Where is my package?
Your order confirmation and tracking information emails will be sent to the email address that you provided when placing your order.
Search “Move Order” in your inbox and all emails pertaining to your purchase will pop up. From there, click the tracking link to check on the status of your package.
Do you allow refunds or returns?
We have a great 30-day return policy for domestic orders. You can return your insoles for any reason even if worn within the 30-day period. Articles of clothing must be in an unused and unwashed condition.
We will provide you with a return shipping label so the cost of that return label is free. Once we receive your item it can take up to 3 business days for us to process your return. Your refund will then return to your account within 3-5 business days. Please reach out to support@move.one with your Move Order # to initiate your return.
Refunds will be issued to the original payment method used during the purchase.
Additional shipping fees are non-refundable. We have a free shipping method available for domestic orders.
Customs and duties fees are determined by government authorities and are typically non-refundable. Move is not responsible for these charges.
Move reserves the right to refuse returns, exchanges, or refunds if we identify patterns of abuse or suspect return fraud. To maintain fairness for all our customers, we may decline requests in cases where there is insufficient proof of an issue, repeated return requests without valid reasons, or other activities that violate our return policy.
By making a purchase with us, you agree to adhere to the terms and conditions of this refund policy.
Do you allow exchanges?
We do not offer exchanges, but if you’re unhappy with your purchase we have a great 30-day return policy for domestic orders. Please reach out to support@move.one to initiate your return.
Can I make changes to my order?
Due to the high volume of orders we receive it may not be possible to cancel or make changes to your order.
Please reach out to support@move.one as soon as you can and we can see what we can do to help. We are not responsible for incorrect addresses, updating your address, or changing the order once an order has been shipped. Please make sure all information is correct before placing your order.
Ordering Insoles
Should I size up or down on my insoles?
We recommend ordering the size you usually wear in your sneakers. Our insoles run full-sized so our full and half size are the exact same.
Please reach out to support@move.one for additional sizing help.
Do you offer any discounts or promotions?
Yes, we will announce our current promotions on our website, socials, and email blasts! Make sure you add the promotional items to your cart and enter the discount code before checking out.
Our promotions and discount codes do not stack. Only 1 discount code can be used per order.
Current promotions and discounts apply to new orders only and cannot be honored on previous orders.
Due to the high volume of orders we receive, we cannot change, remove, or modify promotions or discounts on orders after they have been confirmed.
Can I use Move insoles in my soccer cleats?
No, our insoles are not designed for soccer cleats, but you can use them for indoor soccer shoes.
Can I use Move insoles in drop-in midsole systems?
No, our insoles are not designed for sneakers with drop-in midsole systems like Kobe 6-9 or the Nike GT Cut.
Can I use Move insoles with my work boots?
Yes, our insoles are compatible with most work boots as long as you’re able to remove the stock insole and replace it with ours.
I'm an international customer. Do I have to pay customs and taxes?
Move ships internationally with shipping costs determined by weight and destination, however, your order may incur additional duties, fees and import taxes upon delivery. This charge is determined by your local customs authority and payment of these fees is obligatory if you wish to obtain your shipment.
The countries that require duties, taxes, handling and/or other miscellaneous fees are included in the cost of your order and will be calculated at the time of purchase.
If a delivery is refused or unable to be delivered to your address, we will not be able to refund you the cost of shipping and the cost of return shipping.
Customs and duties fees are determined by government authorities and are typically non-refundable. Move is not responsible for these charges.
Are Move insoles sold in stores?
Yes, you can find our products in store. Check out our Where to Buy!
How often do I need to replace my insoles?
It really depends on the frequency of use, but we recommend replacing our insoles with a new pair at 6 months. Friction, sweat, and continued mileage will all attribute to wear and tear.
It may be time to swap out your insoles for a fresh pair if you notice that your insoles no longer feel as good as when you first got them. You may also be due for a new pair if you see a fading of the top cloth.
Don't leave your insoles in a hot car. This will help your insoles last up to 6 months.
Contacting Support
I received my order and need help! Who can I reach out to?
Please contact our Customer Service Team support@move.one if you have any issues with your order. We will review all issues that are submitted within 14 days of delivery of the package. Please provide photos of any product/order issues along with the packing slip.
If you do not have your packing slip your order will not be eligible for review. We are not responsible for lost, stolen, or damaged shipments. You can purchase Route package protection at Check Out for coverage on lost, stolen, or damaged shipments.
When can I expect a response from support?
Our Customer Service team is available M-F 8am-5pm ET, excluding Federal holidays. We do our best to respond to all customers within 24 hours.
Emails are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.