Frequently Asked Questions

  • At Carter Foot Lab, your appointment is about more than a measurement, scan, or shoe fitting. It is dedicated time focused on understanding your needs and helping you make informed decisions about your foot health, comfort, and support.

    Where an appointment fee applies, it covers our professional time, fitting expertise, personalized guidance, education, and recommendations. Depending on your appointment, we may also use specialized technology, evaluate footwear and support options, and assist with product selection and ordering.

    Our goal is to provide meaningful guidance and personalized solutions, not simply sell products.

    Appointment fees are separate from product costs and are not applied toward purchases. No product purchase is required. Some appointment types are complimentary.

  • Appointments range from 15 minutes - 90 minutes, depending on the appointment selected.

    Complex cases involving diabetes, significant foot deformities, brace accommodation, or custom orthotics may require additional time.

    Our goal is to provide enough time to understand your needs and recommend the most appropriate solution.

    Thank you for planning to spend your time with us.

  • Yes.

    Appointments ensure dedicated time for your assessment, measurements, and personalized recommendations.

    Walk-ins are welcome for shoe repair inquiries, retail purchases, and general questions, but assessments are performed by appointment.

  • To help us provide the most accurate recommendations, we recommend bringing:

    • Your most frequently worn shoes and socks (especially if thicker socks are work for protection)

    • Any orthotics, arch supports, or inserts you currently use

    • Braces or assistive devices (if applicable)

    • Compression garments (if applicable)

    • Any prescription or referral from your healthcare provider

    • A list of concerns, symptoms, or goals you’d like to discuss

    The more information we have, the better we can understand your needs and recommend appropriate solutions.

    We also recommend dressing comfortably.

    Our gait analysis technology works best when it can clearly observe your walking pattern, foot placement, and lower-extremity movement. Long, flowing dresses, skirts, or clothing that significantly covers the knees may reduce the accuracy of certain assessment technologies.

  • No.

    Most customers can schedule an appointment directly without a referral.

    However, if your healthcare provider has prescribed footwear, orthotics, compression or footwear modifications, we encourage you to bring that documentation with you.

  • Usually, yes.

    A prescription helps us understand your healthcare provider's recommendations, but it does not replace the fitting and evaluation process.

    Our assessment helps ensure that prescribed footwear, orthotics, or modifications are properly fitted and integrated into a solution that meets your individual needs.

  • Yes.

    Healthcare providers are welcome to send prescriptions, recommendations, and supporting documentation directly to Carter Foot Lab.

    However, receiving a prescription does not automatically initiate treatment or product ordering. We will still need to schedule an appointment to evaluate your needs, confirm sizing and fit, and discuss available solution options.

  • Knowing your shoe size is only one part of finding the right solution.

    Our appointments allow us to evaluate factors such as foot shape, pressure distribution, movement patterns, stability, and support needs.

    The goal is to identify the right solution, not simply the right size.

APPOINTMENTS

OUR SOLUTIONS & SERVICES

  • Not at all.

    You don't have to be in pain or have a diagnosed condition to benefit from properly fitted footwear, support, and compression solutions.

    Whether your goal is pain relief or prevention, performance, comfort, occupational support or enhanced mobility, we're here to help.

  • The Carter Foot Lab Solution System™ is our personalized approach to helping people move more comfortably, confidently, and safely.

    Rather than focusing on a single product, we evaluate how footwear, support, and compression work together to meet your individual needs.

    Not every person needs all three components. Our assessment helps determine the right combination of solutions based on your goals, lifestyle, and foot-health needs.

  • An insole primarily provides comfort and cushioning.

    An arch support is a type of insole designed to provide additional support and improve weight distribution.

    An orthotic is a more advanced support device designed to improve function, accommodate foot conditions, redistribute pressure, or provide enhanced support.

    The best solution depends on your individual needs, which is why Carter Foot Lab begins with assessment before recommendation.

    • Absolutely.

      We provide pediatric assessments and footwear solutions for children of all ages.

      We work with everything from healthy developmental footwear to children requiring SMOs, AFOs, extra-depth footwear, or specialized fitting solutions.

  • Yes.

    We offer therapeutic and extra-depth footwear, accommodative orthotics, pressure-reducing solutions, and other products designed to help protect sensitive feet and reduce risk.

  • Usually, yes.

    A prescription helps us understand your healthcare provider's recommendations, but it does not replace the fitting and evaluation process.

    Our appointments help ensure that prescribed footwear, orthotics, or modifications are properly fitted and integrated into a solution that meets your individual needs.

  • Yes.

    Healthcare providers are welcome to send prescriptions, recommendations, and supporting documentation directly to Carter Foot Lab.

    However, receiving a prescription does not automatically initiate treatment or product ordering. We will still need to schedule an assessment and fitting appointment to evaluate your needs, confirm sizing and fit, and discuss available solution options.

  • Knowing your shoe size is only one part of finding the right solution.

    Our assessment evaluates factors such as foot shape, pressure distribution, movement patterns, stability, and support needs.

    The goal is to identify the right solution—not simply the right size.

  • Yes.

    We work with footwear designed for brace accommodation, extra-depth fitting, width challenges, and complex foot presentations.

    Our goal is to improve fit, comfort, function, and safety.

  • Yes. Some foot conditions require more than footwear alone.

    We provide a variety of footwear modification services designed to improve comfort, balance, stability, pressure distribution, and brace accommodation.

    Some modifications require a Rx, which we gladly accept.

  • Yes.

    Carter Foot Lab continues the Carter family tradition of professional shoe repair and restoration, offering a wide range of repair, restoration, and footwear care services for premium leather products.

PRODUCTS & ORDERING

  • Absolutely.

    If you know the style and size you want, we are happy to place a special order whenever possible.

    However, customers experiencing pain, instability, diabetes-related concerns, swelling, pediatric fitting challenges, or other foot-health issues often benefit from an assessment first.

  • Unlike traditional shoe stores, Carter Foot Lab operates primarily as a Fit & Order practice.

    During your assessment or fitting, you’ll have the opportunity to try on sample footwear to determine the most appropriate style, size, width, depth, and support features for your individual needs. Once the best option has been identified, your footwear is ordered specifically for you.

    Because we are not limited to only what is available on a store shelf, the Fit & Order model allows us to offer a much broader selection of specialty footwear, widths, sizes, and foot-health solutions than a traditional retail shoe store.

    Most orders arrive within approximately 7 business days, depending on manufacturer availability.

    When your order arrives, we’ll schedule a Delivery & Final Fitting Appointment to verify fit, comfort, and function before you begin wearing your new footwear.

    All special-order products must be paid for in full before an order is placed with the manufacturer.

  • Sometimes.

    We maintain a limited inventory of select footwear, orthotics, compression products, and accessories that may be available for immediate purchase. However, most footwear purchases are special ordered after sizing and fitting.

    If your product is in stock, you may take it home the same day. Otherwise, we will place a special order and schedule a Delivery & Final Fitting Appointment when it arrives.

  • Most orders arrive within approximately 7 business days, depending on manufacturer availability and shipping schedules.

    We will contact you as soon as your order arrives and is ready for final fitting.

  • Because Carter Foot Lab operates primarily as a Fit & Order practice, we generally prefer to deliver footwear, orthotics, and other fitted products through a Delivery & Final Fitting Appointment.

    This final fitting allows us to verify fit, comfort, function, and overall satisfaction before you begin wearing your new products. It is an important part of our process and helps ensure the best possible outcome.

    In certain circumstances, shipping may be available for returning customers, replacement products, accessories, or other special situations. Shipping requests are reviewed on a case-by-case basis and are subject to owner approval.

    Additional shipping and handling charges may apply.

  • Carter Foot Lab specializes in hard-to-fit and specialty footwear solutions.

    Through our network of footwear partners, we can accommodate a wide range of foot shapes, sizes, widths, depths, and medical or orthopedic needs.

    In general:

    Women's Sizes

    • Approximately sizes 4–15

    • Narrow, Medium, Wide, Extra Wide, and specialty widths

    Men's Sizes

    • Approximately sizes 6–18

    • Medium, Wide, Extra Wide, Extra Extra Wide, and specialty widths

    Many of our footwear partners also offer multiple depth options, including extra-depth footwear designed to accommodate orthotics, swelling, foot deformities, braces, and other complex fitting needs.

    For customers with significant fit challenges, severe deformities, substantial size discrepancies, Charcot changes, brace requirements, or other unique needs, custom-made footwear may also be available.

    If an appropriate off-the-shelf solution cannot be identified, our team can evaluate whether custom footwear or specialized modifications may provide a better solution.

    Because Carter Foot Lab operates primarily as a Fit & Order practice, we have access to a much broader range of sizes, widths, depths, and specialty footwear options than most traditional shoe stores.

  • Our goal is to help you find footwear that fits properly, feels comfortable, and supports your individual needs.

    Because we operate primarily through our personalized Fit & Order process, your footwear is selected and ordered specifically for you. When your order arrives, we schedule a Delivery & Final Fitting Appointment to evaluate the fit, comfort, and function before you take your shoes home.

    If something isn't right, we're here to help.

    Through our 30-Day Comfort & Fit Support Program, we can review fit concerns and explore appropriate solutions, including sizing changes, alternative footwear, fit adjustments, modifications, exchanges, or store credit.

    Eligible footwear must be in like-new condition, free from excessive wear, damage, odors, or alterations, and returned with its original packaging. All requests are subject to product inspection and applicable manufacturer policies.

    Certain special-order, customized, modified, clearance, or final-sale products may not be eligible for return or exchange. Any final-sale restrictions will be explained before purchase.

    Our standard policy does not provide monetary refunds, but our commitment to helping you find a suitable solution doesn't end when your order arrives.

    Your comfort, confidence, and long-term satisfaction matter to us.

PAYMENTS & INSURANCE

  • Carter Foot Lab accepts a variety of payment options for your convenience, including:

    ·      Cash/Debit

    ·      Visa

    ·      Mastercard

    ·      Discover

    ·      American Express

    ·      HSA Cards

    ·      FSA Cards

    ·      CareCredit®

    We are able to accept HSA and FSA debit cards directly for many eligible products and services, making it easy to use your healthcare spending benefits at the time of purchase.

    For customers interested in flexible payment options, CareCredit® may be available, subject to approval and the terms of the financing provider.

    Because Carter Foot Lab operates primarily as a Fit & Order practice, all special-order products must be paid for in full before an order is placed with the manufacturer.

  • No.

    Carter Foot Lab operates as a private-pay provider and does not currently bill Medicare, Medicaid, or commercial insurance plans.

  • Yes.

    We frequently work alongside physicians and healthcare providers and are happy to review prescriptions and recommendations when developing your solution plan.