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KLM Lab's Online Store Policies

We value our customers and their privacy. All personal information is used to ensure efficient processing of each order, and for contact / identification purposes. We will not give, sell, rent, or loan personal information to any third party, unless legally required or customer authorization is received.


KLM's Webstore uses an order form to process product orders. We collect user contact and financial information. Contact information is used in the event a processing complication occurs, corporate changes or changes in privacy practices. Financial information is used to collect payment for products purchased. Customer ID numbers are assigned to Webstore user's to verify identity and establish account information. Users have a choice of receiving future mailings during the registration process.


The KLM Webstore takes great precaution to protect user information. When sensitive information is submitted via the Webstore, it is protected both on-line and off-line. Sensitive information such as credit card numbers is encrypted and protected. While on a secure page, such as the KLM Webstore order form, the lock icon on our web browser becomes locked.


Returns of products ordered at klmlabstore.com must be authorized in advance and free from wear (in new condition). The customer pays return shipping and may need to pay a restocking fee, depending on products and quantities ordered. Modified products are not eligible for return. KLM will provide no more than one complementary exchange when an incorrect size was ordered by the customer. Please submit return requests in writing to [email protected]. If a return is authorized, options will be provided. If a return is ineligible, the reason will be specified.


Please submit any cancellation in writing to [email protected]. Cancellation requests must contain the following: First name, last name, telephone number, shipping / billing address, order number and email address. This information must match the information submitted when the order was placed. Please state the best method of contact if questions arise regarding cancellation of the order.

Every effort will be made to accommodate the cancellation of your order, providing it has not already been charged and / or shipped out.

If you have any questions about the security at our web site, please send an e-mail to [email protected].


The klmlabstore.com website contains content and information that is for informational purposes only. We do not provide any medical advice on this website, and the information wherein should not be construed or used as such. Browsing klmlabstore.com or providing medical information to us via email or the website does not create or infer a physician-patient relationship. No information within klmlabstore.com is intended to replace the services of a physician or trained health professional. A licensed physician should always be consulted in all matters relating to your health.


Testimonials found at klmlabstore.com are unverified results that have been sent to us by the purchasers of KLM products. It may not reflect the typical user’s experience, may not have the same results for the average person, and are not intended to guarantee that anyone will achieve the same results.

Again, it is possible that even with perfect use of our insoles, you will not achieve the results described in testimonials. They are meant to be a showcase of the best results KLM products has produced, and should not be taken as the results a typical user will get.

Klmlabstore.com may contain affiliate links to products we have either personally used and/or recommended. Klmlabstore.com may receive compensation for referring you to purchase these products. These funds help to support this site and allow us to continue to provide recommendations for products that may be beneficial to you. Thank you in advance for supporting the site if you decide to purchase a product through an affiliate link we provide.

If we claim or appear to be an expert on a certain topic, product, or service, we will only endorse products or services that we believe, based on our experience, are worthy of such endorsement. We highly recommend that YOU as the consumer investigate/verify any product claim, statistic, quote, or representation regarding said product with the manufacturer or provider.



All KLM products come with a standard warranty beginning on the ship date from KLM Labs. The standard warranty protects materials from breakage and defects in workmanship for six months. KLM’s product guarantee and standard warranty expire if and when products are modified by any customer.

KLM cannot issue credit due to patient non-compliance, non-tolerance, non-acceptance, or reimbursement failures. Lab error or workmanship claims will be honored at full credit if declared within 90 days.

Most fitting issues can be resolved with adjustments. Adjustments to custom prescription orthotics are covered within the first 6 months; for example, adjusting arch heights or shortening orthotics. Changes to the original prescription are not covered. For example, adding an accommodation that was not originally requested or changing the orthotic type is not covered. Providers returning orthotics for adjustments should include detailed information describing the patient’s problem and specific directions for the adjustment. KLM representatives can assist you by recommending adjustments that have been found effective in addressing certain orthotic compliance problems. KLM does not warranty adjustments made contrary to our experience or recommendations.

Providers and distributors pay all shipping fees for Over-The-Counter products. OTC product returns must be authorized in advance and free from wear (in new condition) and the provider/distributor pays a 50% restocking fee. Modified products are not eligible for return. To submit return requests, complete the contact form, email [email protected]. Current business hours are Monday through Friday from 9:00am to 3:00pm PST. If a return is authorized, options will be provided. If a return is ineligible, the reason will be specified.