FAQ'S
Have more questions about our products and policies? Find answers here.
Shipping & Delivery
How long will it take to receive my package?
Once shipped, delivery usually takes between 5–8 business days depending on your location.
I did not receive an order confirmation email?
If you couldn't find the confirmation or shipping email, please check your spam, junk, or promotions folder. These emails are sent automatically from our system and may occasionally be filtered by your email provider. If you provided a phone number during checkout, updates may also be sent via SMS.
If you still cannot locate your order confirmation, please contact us at info@truesteps.com.
How can I manage my order?
To make changes to a confirmed order, please contact our customer support team as soon as possible at:
We'll do our best to assist you before your order is processed and shipped.
Where is my order?
To track a shipped order, please visit our Track Order page and enter your tracking number.
If you have not yet received a tracking number, your order may still be processing. If you need assistance, please contact us at:
Product
Yes, TrueSteps Insoles can help ease plantar fasciitis discomfort for many people by providing targeted arch support and pressure relief, which can help reduce strain on the plantar fascia during long periods of standing, walking, or daily activity.
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
How long do TrueSteps Insoles last?
With normal daily wear, TrueSteps Insoles typically last 12+ months (often longer), depending on usage and activity level. They're designed to maintain their shape and support better than many standard gel or memory-foam insoles.
Tip: To extend their lifespan, hand wash occasionally and allow them to air dry.
Should I size up or down if I'm between sizes?
If you're between sizes, we recommend sizing up and then trimming the insoles for the most comfortable and precise fit.
Will my shoes still fit after inserting the insoles?
Yes, in most shoes, TrueSteps Insoles will still fit comfortably.
Here's the easiest way to ensure the best fit:
• Remove your shoe's original insole first (this provides the most room and usually delivers the best fit).
• If your shoes have extra space, you can place TrueSteps on top of the original insole. However, if things feel snug, replacing the original insole is recommended.
• If you wear tighter, low-volume shoes, they may feel slightly more fitted compared to trainers, walking shoes, or boots.
Ordering & Support
Want to stock TrueSteps or buy in bulk?
Get exclusive wholesale pricing. Contact us at info@truesteps.com
What is the guarantee?
All TrueSteps products come with a 90-Day Money-Back Guarantee.
If you try your order and decide it's not for you — whether you don't like it, it doesn't work for your needs, it doesn't feel right, or you're simply not satisfied for any reason — you can return it within 90 days for a full refund.
We're confident you'll love your TrueSteps insoles, which is why we offer a completely risk-free trial. No complicated conditions, no hassle — just our commitment to helping you walk more comfortably.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
About TrueSteps
How did the brand TrueSteps started?
TrueSteps began with a simple idea: there had to be a better solution for people suffering from plantar fasciitis and heel pain.
For over 40 years, Auckland orthopaedic foot specialist Dr. Andrew McKenzie helped thousands of patients struggling with chronic foot pain. Throughout his career, he saw the same problem again and again: most insoles either lost their support too quickly or failed to properly address the root cause of discomfort.
After his retirement, his family discovered years of research, sketches, and prototype designs he had quietly developed in pursuit of a better solution. Together with a team of biomechanical experts and foot specialists, those ideas were refined and brought to life as TrueSteps® Relief Insoles.
Today, TrueSteps helps thousands of people across New Zealand walk more comfortably every day.
Want to read the full story behind TrueSteps?
Click below to visit our About Us page and discover how Dr. McKenzie's vision became one of New Zealand's most trusted insole solutions.
What makes TrueSteps different from other insoles?
Unlike generic drugstore insoles, TrueSteps® was specifically designed to help relieve plantar fasciitis and heel pain through targeted pressure distribution and biomechanical support.
Our insoles are developed using insights from over 40 years of orthopaedic foot care experience and are carefully tested for durability, comfort, and long-lasting support.
Warning: Counterfeit insoles may imitate the appearance of TrueSteps®, but they do not use our proprietary pressure-relief design, premium materials, or quality-control standards. For authentic TrueSteps® insoles and full warranty coverage, purchase only through our official website.