FAQ

Why is my promotion code not working?

If the code does not apply successfully, it may be invalid, expired, or may be limited to certain products only (such as sale items only). Please review the promotion or disclaimer carefully: • Is the promotion only valid for a certain date or timeframe? • Does the promotion state that it is valid for 'all' products / 'site wide', or is it limited to certain products, or provides an additional discount only to items already 'on sale' ? Please ensure that the code is being entered correctly: Sometimes the letter O’s can be mistaken for number 0’s and letter I’s for number 1’s. Be sure to include any dashes “– “ if they appear in the promotion code. If you received a promotion code by email then it is best to copy & paste the promotion code from the email into the promotion code field on the website to avoid any accidental typos. If you need further assistance please contact customer service.

Can I apply more than one promotion code to my order?

No, only 1 promotion code may be applied per order. If you want to use multiple codes, please place individual orders.

Why is my Credit Card getting declined?

Having your credit card declined is always a possibility. When you attempt to place your payment details are verified by your credit card issuer who either approve or disapprove the provided information. If your credit card is declined, the easiest thing to do is complete your transaction with another credit or debit card. The most common reason for a declined payment are: a typo in your card number, 3-4 digit card security code, or a typo or outdated billing address postal code. What to do when your credit card is declined: Stay Calm. Most commonly it's a trivial typo that lead to a card decline. Please carefully review or retype your credit card details and billing postal code and try again. If your payment details are still disapproved, it is most likely to protect you from frivolous charges. At this point we must recommend to call the support phone number shown on the back of your credit card.

Can I order over the phone?

Yes! Please call Customer Service at +1-800-465-3638

Do you charge sales tax?

Yes, charge appropriate sales tax on all orders. The corresponding fees will be calculated and shown to you during the checkout process.

What is Align?

Nurse Mates Align™ Technology is an innovative ergonomically designed orthotic that helps place the foot in a more optimum position to assist with proper alignment, stability and support. Built into every Align™ style, this firm yet flexible orthotic gently stabilizes and supports the arch and heel from the ground up, assisting with the proper alignment of the foot to reduce pressure on tendons and joints.

I returned my purchase. How long will it take for my refund to show on my account?

Once we receive your return and it is has been inspected, please allow 5 to 10 business days for your refund to be processed. You will receive a return & refund email confirmation once your return has been processed. After receiving the refund confirmation please allow an additional 2 to 5 business days for the refund to post to your account.

How can I change or cancel my order?

Please contact Customer Service at +1 800-465-3638 as soon as possible after placing the order. Please note that orders already loaded for shipping are unable to be changed. You will be notified if we are unable to process the change request. If that is the case, simply return your order free of charge.

Do you ship internationally?

Unfortunately, we offer Canadian Shipping only. Please see our Shipping Policy for more information

What's your return policy?

Our return policy may be found here: Return Policy If you are not satisfied with your purchase, we now offer Flat Rate Return shipping on unworn product(s) in its original packaging within 30 days of purchase. The flat rate return Fee is $15 CAD plus all applicable Taxes. Please contact Nurse Mates Customer service 1-800-465-3638 to request a Return Authorization Number(RAN). All product(s) returned must be accompanied by a Return Authorization Number and your original packing slip. Please include the packing slip with your return product and place the completed WWW RAN# label on the -outside of your return package.