Answers to our most common questions

The manufacturing and delivery time of your order may be impacted by safety precautions and shipping delays related to COVID-19. We ask for your patience during this trying time. We’ll be in touch if there’s a significant delay with your order. You can refer to the Shipping/Returns page for delivery times & updates.

Gift cards can be redeemed at any time at check-out through our website or the app.

This code does not expire and can only be used in tandem with promotional discount codes through the website.

Unfortunately, no - since the referral credit is redeemed as a code, this cannot be used in tandem with a promotional discount code. Having said that, you will be give the option to redeem one or the other.

Resetting your password is no problem at all, just follow these steps:

1. Open the app on your device

2. Click on “Already have an account? Sign In” on the bottom of the screen

3. You should see an option below the pink “Sign In” button that says “Forgot Password” Click on this.

4. Enter your email address, and you will receive a password reset link
   

Due to the personalized nature of our product, it’s very important that each person have their own account associated with their own foot photos. 

Therefore we recommend that if you're buying for someone else, you purchase a gift card so that they can personalize their footwear and take their own foot measurements. Otherwise, if you purchase on their behalf, the insoles will be measured to your foot profile instead of theirs.

If put your heel up against a box (as a faux wall) during the top-down photos, this will give us the workaround we need. Our only request with this is to tape the piece of paper down to ensure it does not slide around/beneath the box during the process.

Otherwise, if box workaround is not an option - some customers have had success with using the outer wall of a bathtub, or the flat edge of a door frame.

If you sit on a chair, and put your heel up against a box on the piece of paper, this will give us the photos we need as a workaround.

If you sit on a chair, and put your heel up against a box on the piece of paper, this will give us the photos we need as a workaround.

It’s not a problem if your foot is longer than the paper. As long as you indicate the correct paper size (A4 or letter) when you take your photos, we’ll be able to get the measurements we need.

If you've already taken your foot measurements, you will not need to retake photos. However, you still need to press the magic link we email you in order for us to associate your online order to your Wiivv account. 

If your photos were rejected, tap "Profile" on the bottom left of your screen, in the Wiivv mobile app. You will be prompted to create or recapture your foot profile.

Please contact care@wiivv.com to make a request to retake previously approved photos.

You will not need to retake measurement but there is still an important step. After you checkout, we'll email you a magic link that you'll need to tap on from your smartphone. Once you click that link, the Wiivv app will open and connect your order (without needing to retake photos). But you still need to tap the magic link to connect the order to your account.

Due to the personalized nature of our product, it’s very important that each person have their own account associated with their own foot photos. Fear not! It’s very easy to create multiple accounts even if you only have one device, you can even order form the same credit card across multiple accounts.

After you’ve downloaded the app, create the first person’s account, and add the foot photos. Then, have the second person download the app to their own device, or if you are using the same device you will need to log out of your account.

To logout of the app: click the user icon picture in the top left corner, then click on your name/email (top link), then click on sign out (bottom link)

Due to the personalized nature of our product, it’s very important that each person have their own account associated with their own foot photos. Fear not! It’s very easy to create multiple accounts even if you only have one device, you can even order form the same credit card across multiple accounts.

After you’ve downloaded the app, create the first person’s account, and add the foot photos. Then, have the second person download the app to their own device, or if you are using the same device you will need to log out of your account.

To logout of the app: click the user icon picture in the top left corner, then click on your name/email (top link), then click on sign out (bottom link)

Retaking your foot photos is easy. All you need to do is:

1. Sign back into your account on the app. 
2. Tap on the little person in the top left hand corner. 
3. Tap your name and then scroll down to Foot Profile. 
4. The bottom of this page will say "Retake Photos". 

Regular orders should arrive within 14 days (or 20 days for international). Please send a note to care@wiivv.com if you haven't received them in this time frame. A common issue for delayed orders is that there was an issue with your foot measurements and we weren't able to get a hold of you OR if you ordered via our website but didn't click your magic link to activate your order. 

Please visit the USPS claims site or Canada Post claims site to file claims for missing or damaged packages.

Usually when your order is on hold, it means we've found an issue with your foot photos. Here are the most common issues with foot photos:

• Heel not fully against the wall
• Arches aren't clearly visible or are too dark
• Baseboard trim on wall is causing heel to be pushed out too far from wall
  

Here's what you need to do to fix:

1. Sign back into your account on the app. 
2. Tap on the little person in the top left hand corner. 
3. Tap your name and then scroll down to Foot Profile. The bottom of this page will say "Retake Photos". 
4. After all the photo's are re-taken, go ahead and click the link from the email we sent you ("Your order is on hold"), and it should open up the app and connect the new foot photos with your order!

Usually this happens when you've placed an order through our website but you haven't pressed the magic link that we email you after purchase. The magic link connects your online order to your Wiivv account.

If you've already taken photos, all you need to do is tap the magic link in your email and then you'll be asked to confirm you're happy with your foot measurement photos. After you confirm, your order will be processed and shipped in a few days.

Wiivv insoles & sandals are designed primarily for comfort and not corrective or medical purposes. We use advanced calculations/algorithms to project the lateral arch & transverse arches, meeting the needs of the majority of the population. We have seen the biggest impact for those who have flat feet & plantar fasciitis. We do not diagnose, but we do customize based on the inputs collected from our customers.

Definitely - we have thousands of customers with flat feet. Our measurement system has algorithms which recognize flat feet and provide a supportive arch that we've optimized for maximum comfort.

Definitely - we have thousands of customers with high arches and our system is designed to build insoles that will provide the perfect level of comfort and support for even the most extreme arches.

Oh, no! Please reach out to care@wiivv.com with a description of the issue, and supporting photos.

Insoles

The 3D printed portion of our insoles are made from Nylon 12 plastic. It is a flexible material with low-fatigue, meaning that it is long lasting. The middle layer is polyurethane foam and the top cloth is a closed-cell, poly-cotton blended mesh.

Sandals
Footbed - 100% Recyclable foam (PLUSfoam.com)

Straps

• Black, navy, olive, plum, and red straps are a synthetic nubuck polyurethane material, with Plusfoam padding and Lycra liner
  
• Brown Leather are made of pigskin leather
  

• You can easily adjust your straps on each side to fit better. Just pull the strap down and out at the base of the sandal. They should easily “Pop!” out
• To loosen, move the teeth forward (toward the toe), to tighten, move the teeth backward (toward the heel).
• Then align with clips and push in. You should hear a “Click!” to ensure they are securely fastened.
• If the straps are still too loose or tight, email care@wiivv.com and we’ll help you out.

• Remove the sides of the straps from the base of the footbed by pulling down and out.
• Use one of the toe thong keys to remove the toe thong (there’s also a guide in your packaging).
• Insert teeth vertically at 12 and 6 o’clock and twist counter-clockwise to unlock. Voila, it should pop out.
• Grab the new strap, and insert the toe thong key into the teeth of the hardware at the edge of the toe thong. Insert the plastic hardware end (with key still in place) into the toe thong hole, with the key horizontally in the 9 and 3 o’clock position, twist clockwise to lock in-place.
• Need any further assistance? Email us at care@wiivv.com.

Not to worry! Each pair of sandals comes with two toe thong keys (one in the sole of each footbed). The extra key can be found along the arch between the footbed top layer and the sole of the shoe (you will see a silver key tucked neatly between).

If the keys are missing, please email care@wiivv.com.

No. Women’s straps only fit with women’s footbeds and vice versa for this version of sandal.

• You can clean the footbeds and the nubuck straps using warm water & a mild soap. However, if you have come across a substance that is in need of a deeper clean, we have found rubbing alcohol can remove the toughest of items (including clay based sand!). Just be sure to rinse the alcohol immediately after cleansing.
  
• With the exception of the leather straps, which are to be spot cleaned (as necessary) or taken to a cobbler for proper treatment.
  
• Do not use: acetone, paint thinner, nail polish remover, or any other harsh chemicals.