Store Frequently Asked Questions (FAQs)
How much is shipping?
If your order is over $50, 3-7 business day shipping is free* otherwise shipping is $5 per order.
Expedited U.S. shipping (2-3 business days) is available for $10 per order, and Overnight shipping is available for $33 per order.
*Some notes on free shipping: The offer can’t be applied to previous purchases and cannot be redeemed for cash. Free shipping will be automatically applied to qualifying orders at checkout and is valid on shipments to the continental U.S., U.S. P.O. Boxes, and APO/FPO/DPO boxes only. Terms of this free shipping offer are subject to change.
Can I expedite my order?
Yes. Expedited shipping (2-3 business days) is available to the continental U.S. for $10 per order.
Overnight shipping is available to the continental U.S. for $33 per order.
Can I have a tracking number?
Tracking details will be supplied once the orders have been shipped. Tracking details are only available for the U.S.A. Please allow at least 48 hours after we supply the tracking details for them to register on the system.
Why have I not received any order confirmation details?
What should I do if what I want is sold out?
We replenish inventory as quickly as possible, while ensuring the quality you expect. If an item says “SOLD OUT” it will not be replenished, but you’ll find a “WAITLIST” button on the product page, tap it and enter your email. We’ll notify you as soon as it’s back in stock.
How long does it take for an order to arrive?
This depends on the shipping method that you chose. Regularly shipping items will arrive within 3-7 business of shipping, expedited shipping within 2-3 days of shipping.
If you’re still not sure, just email us at [email protected]. We’re happy to help.
I ordered 2+ items, but only received one... where's my order?
We have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way 🙂
I entered my address wrong! Can you please change it or replace my order?
Yes! If you contact us within 24 hours we can usually change your order once you provide us the correct address. Otherwise, we do not accept responsibility for wrong addresses. Please enter your address carefully at checkout.
How do I contact you?
If you have any questions that are not on this FAQ page, please email us at [email protected] and we will promptly get back to you!
What size should I order?
Use the sizing information on each product page to find the best fit for your measurements!
Returns or exchanges
How do I make a return or exchange?
Fill out this form and please send all exchange or return items to the following address:
Returns Sprocket Express
The Center for Morton’s Neuroma
23 W Bacon St, Suite 5
Plainville, MA 02762
We will let you know when your return arrives and will send you your new item at that time. To see information about our returns and exchange policy see here.
How long will it take to receive my refund?
Refunds will be made in the form of original payment minus $15.00 restocking fee within 7-10 business days of receiving returned items.
What is your return and exchange policy?
We gladly accept returns and exchanges for any reason within 30 days of your original purchase. We ask only that you return your purchases in its original unblemished condition and with its original packaging and within 30 days of receiving your purchase.
Exchanges will be sent to you after processing, pending availability. We cover shipping fees for one exchange per order.
Refunds for returned items will be made to the original payment method used for purchase, minus $15 restocking fee within 7-10 days of us receiving your returned items. (It may take your bank additional time to process the refund.) At this time, we cannot accept returns from outside of North America.
Any orders from our 25% off or more sales are final sale and cannot be returned.