All FAQs Resolutions
Please select from the following list of FAQs for commonly asked questions that have been created to provide readily available answers. If you’re not able to reach us directly then please leave us a message and reference this resource until a representative is available to respond to your question directly. If you would like to suggest a question then please contact us.
Product Questions
When are you open and closed?
Our website is always open 24/7. Here at our office our amazing customer service representatives are available Monday through Friday 8am to 5pm MST. We are closed for all major Federal holidays.
When should I replace my product?
This ultimately depends on how much use the product is getting. Products that are used more will wear down faster. Here are some signs to look for, a noticeable decline in the comfort and support, discoloration, rips, tears or worn down areas.
Can I wear products while sleeping
No, we do not recommend sleeping with any of our products that have an elastic circular ring, which could restrict the blood flow. We advise you only use our products when you are awake and able to monitor the area you are trying to mend.
What are your products made of?
Are products are made of Styrene Ethylene Butylene Styrene (SEBS), which is a form of Thermoplastic Elastomer (TPE). All professional grade silicone medical products will contain this compound or some proprietary blend that is similar.
Why is my product changing color?
Silicone that is exposed to the sun and aged will turn yellow over time. Our silicone foot care products don't UV protecting compounds because they are toxic and not sustainable for the environment. We're trying to leave as little impact as we can on earth, while still helping people.
Why is my product getting sticky?
If your products feels gooey or gummy then sprinkle a little bit of corn starch on it. This will revive it's natural feel it once had before all the wear and tear.
Order/Sales Questions
Do you offer free shipping and returns?
We sure do, we want you to be 100% satisfied with our products and processes.
What products are un-returnable?
Any items that are promotional, marketing gifts, bonus products, unmarked products or final sale.
How do I resolve an order issue?
If you have even the slightest problem with your order contact us, we want to make sure you are 100% satisfied. To resolve this issue right away contact our customer service department directly by email, phone or text for an immediate response within 24hrs.
How can I return a product?
To get started with our simple return process please go to our Products Returns Page.
Do you ship internationally?
We sure do, but only to Canada at this time. To place an order please visit our shop page, If you need any further assistance please contact us.
Can I purchase products from TruOrigin?
Yes, you definitely can buy directly from us on this website. We work to make sure all of our products are easily accessible through reputable sales platforms.
Do you offer a satisfaction guarantee?
We sure do offer a satisfaction guarantee on all our products, and it's the best in the industry. If you're not 100% satisfied with a product bought directly from the TruOrigin web site, return it to us within 30 days from the purchase date for a refund or exchange. If you would like a refund we will credit your original purchase price to the original payment method. Please see the product returns page for further details and to start this fast and simple process.
Health Questions
Are your products diabetes friendly?
Any products that are diabetic friendly will be easily identified with the proper wording to make you aware. We advise you consult with your physician prior to using our products if you have diabetes, nerve damage, circulatory issues, foot fractures, skin allergies, or skin tears.
Should I consult with a Physician before use your product?
Yes, if you have a medical condition that is being treated then it's a smart move to take the advice of a trained specialist. If you are self treating your issue then we recommend you thoroughly research your condition to verify you are purchasing the right product to mend your condition.
Can I wear products while sleeping
No, we do not recommend sleeping with any of our products that have an elastic circular ring, which could restrict the blood flow. We advise you only use our products when you are awake and able to monitor the area you are trying to mend.
Do your products contain latex?
Some of our products will contain natural latex, if they do it will be advised on that products ingredient list and will be accompanied with a latex warning.
Are your products free of BPA?
Our products are free of BPA, Lead, Phthalates, and Dioxins. They are also ISO certified and FDA approved. When ever options arise to further advance our products and make them safer, better, healthier or more sustainable we make the change.
How can I wash my product?
The best way to wash your products and maintain proper hygiene is by running it under warm water while applying soap. Do not machine wash any of the products as this could compromise the product integrity. Wash lightly.