Frequently Asked Questions

Please download the order form first, fill it out with the desired products and upload it at the end of the order form.
We are currently working to enable 24/7 online ordering for your convenience. Payment options, such as credit card or PayPal, will be available.

The invoice will be sent to you via email. Please check your spam folder if you do not receive it. If you still have not received the invoice, please send us a brief message. We will send the invoice via email when the goods are shipped.

Returns must be sent to Springer Aktiv with the provided address. We accept returns for products that were incorrectly delivered or have defects.
We are currently working on establishing logistics in the US to expedite delivery and minimize the need for returns.

Please contact customer service to cancel your order.

We apologize for any inconvenience caused. We would be glad to investigate your complaint. Please send informative photos to our Customer Service team and we will promptly address your complaint in a customer-oriented manner.

If you believe that you have placed an order under the wrong email address or account, please contact export@springer-berlin.de. We use the email address for both sending invoices and goods, so you will receive all necessary information thereafter.

Items from our warehouse are dispatched within one week and should typically arrive within approximately two weeks. Orders that need to be produced first will take 2-3 weeks before they can be dispatched. If you have not received your order after good 4 weeks, please contact export@springer-berlin.de.

We only replace items if they are defective or wrongly delivered. If you would like to exchange the item, please send us an email with a photo to export@springer-berlin.de. If the complaint is valid, we will replace the defective item at our expense as soon as possible.

As soon as a package is shipped, you will receive a shipment notification by email. You can track your package at any time using the tracking number.

In the case of faulty deliveries, we will decide on a case-by-case basis whether faulty products need to be returned. In this case, we will act in the customer's best interest and either replace the goods as quickly as possible or refund the partial amount to you.
Credits for returns will only be issued to the original purchaser. Springer recommends that you ship your return via UPS. Springer is not responsible for returned packages that are lost by a delivery service.

Springer USA does not ship to any address outside the United States, this includes to any freight-forwarding service, where the product will be eventually shipped out of the country. If you would like to order outside of the US, please contact us via email.

We distinguish between the active and passive impact approach. Both approaches are offered by us. We offer both a centered anatomical approach with the ANATOMY LINE and the active approach with our IMPULSE. The carbon foot orthotics are intended for sports use and have supporting elements.

In general, we are looking for partners who have a strong network in the field of orthopedics, physiotherapy and sports. Above all, it is important to us that you are convinced of the concept and want to go the way together with us. If this is the case, we will arrange an individual appointment.

Cool that you're interested in this! It's easy: Just contact us via our support and we'll send you everything you need to know. If you have no questions, you can use our order process to get our foot orthotics for your treatment.