Move Better. Feel Better. The world's most advanced orthotic insoles — Inventel brand.
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ALINE was born from a fundamental insight: most foot pain and lower-body injury isn't a foot problem — it's an alignment problem. Traditional insoles offered static cushioning; ALINE's founders engineered something entirely different. Their patented Suspension Zone technology features 100+ dynamic support structures that move with the foot, actively aligning the ankle and knee with every step rather than just padding against impact.
The brand spent years refining its biomechanical design alongside elite athletes — Olympians, X Games medalists, NFL players, PGA touring pros — before reaching a mass market. That athlete credibility is a core asset: real performance data from real champions, not lab theory.
Inventel, led by CEO Yasir Abdul, recognized ALINE as an ideal fit for its DRTV (direct response television) platform — a patented product with a dramatic, visual demonstration and strong word-of-mouth among athletes and healthcare professionals. Through the partnership (formalized 2022 with the launch of alineinsoles.com as the primary Inventel-managed Shopify storefront), Inventel brought DRTV marketing expertise, e-commerce infrastructure, and CX operations to support ALINE's scale.
Today alineinsoles.com is the single source of truth for Inventel's ALINE operations. All product, pricing, and policy decisions for our team flow through this storefront.
| Fact | Detail |
|---|---|
| Brand name | ALINE Insoles |
| Storefront | alineinsoles.com (Shopify) |
| CX phone | 1-888-316-5658 |
| CX email | support@alineinsoles.com |
| Return window | 60-day money-back guarantee |
| Free shipping threshold | See alineinsoles.com/policies/shipping-policy — threshold subject to change |
| Key claim | Only insoles that improve ankle & knee alignment by 66% |
| Core technology | Patented Suspension Zone + Activation & Compression Zones |
| Inventel brand since | 2022 |
All products below are sourced exclusively from alineinsoles.com. Do not reference Amazon, Chewy, or any third-party retailer pricing or availability.
| Model | Reviews | Best For | Key Differentiator | Current Pricing & PDP |
|---|---|---|---|---|
| Red All Day Insoles Everyday |
42 ★ | Everyday wear, most shoes, plantar fasciitis, neuromas, bunions, general foot fatigue | Original ALINE Active Alignment model — most versatile, entry-level pricing, fits athletic, casual, court & work shoes | View live pricing ↗ |
| Traction Insoles Sport / Work |
96 ★ | Golf, cycling, basketball, lifting, cross-training, work boots — any hip-rotation or bilateral activity | Textured top sheet for airflow + grip; extra spring for lateral power; breathable mesh to keepfeet cooler | View live pricing ↗ |
| Cushion Insoles High-Impact |
162 ★ | Running, tennis, volleyball, long shifts on feet, high-impact sports — anyone needing max shock absorption | Memory foam top layer + antimicrobial coating; most cushioning of any ALINE model; highest review count | View live pricing ↗ |
| Climate Insoles Cold Weather |
39 ★ | Skiing, snowboarding, cold-weather cycling, outdoor cold-weather work, hunting, hiking in winter | Heat-reflective top sheet + memory foam; warmth + ALINE alignment tech in one; only cold-weather alignment insole | View live pricing ↗ |
Our original ALINE model. Pairs patented Active Alignment technology with responsive arch support to relieve plantar fasciitis, supination, neuromas, and bunions, while aligning the body from feet to back. Designed for everyday wear in running shoes, court shoes, work boots, or casual sneakers.
| Feature | Detail |
|---|---|
| Core Technology | Patented Activation & Compression Zones + engineered ribs that flex and rebound |
| Heel Cup | Cushioned heel cup with gel pad — absorbs shock, secures heel |
| Customization | Compatible with ALINE TABs Kit (discontinued) — see Accessories |
| Sizing | By arch size (S/M/L/XL) — remove stock insole first |
| Break-in Period | Start 1–2 hrs day 1; add 30–60 min daily; most adapt within 1 week |
| Best Shoe Types | Athletic, court, work boot, casual sneaker, dress shoe (if removable insole) |
Built for athletes and active workers who need extra grip and stability during bilateral movements and hip rotation. A gel heel and dynamic ribs absorb shock, while a textured top sheet improves airflow and keeps feet cooler and drier during intense sessions.
| Feature | Detail |
|---|---|
| Unique Feature | Textured top sheet — airflow between foot and insole; added traction grip |
| Responsiveness | Enhanced spring for power in twists and turns; extra bounce per stride |
| Heel Cup | Gel-padded, shock-absorbing; secure heel lock |
| Best Activities | Golf, cycling, basketball, weight lifting, cross-training, tennis, work boots |
| Key Claim | Same patented ALINE technology + textured top + spring responsiveness |
ALINE's most cushioned model. Combines the original patented alignment technology with an extra memory foam top layer for high-impact activities. An antimicrobial coating keeps them fresh through hard use. Best-reviewed model in the lineup.
| Feature | Detail |
|---|---|
| Unique Feature | Memory foam top layer — extra cushion for high-impact & all-day standing |
| Antimicrobial | Special antimicrobial coating maintains freshness during extended use |
| Heel Cup | Cushioned heel cup with gel padding; impact-absorbing at high loads |
| Best Activities | Running, tennis, volleyball, long work shifts, healthcare/hospitality workers |
| Lifespan | Replace every 6–12 months depending on wear; subscription available |
The only ALINE model engineered for cold-weather performance. Uses the same patented alignment tech as all ALINE insoles, but adds a heat-reflective top sheet and memory foam to keep feet warm and comfortable during skiing, snowboarding, cold-weather cycling, outdoor work, and winter sports.
| Feature | Detail |
|---|---|
| Unique Feature | Heat-reflective top sheet — reflects body heat back into the foot for warmth |
| Comfort Layer | Memory foam for superior cushioning over long cold days outdoors |
| Heel Cup | Cushioned gel-pad heel cup; shock absorption in cold, hard conditions |
| Best Activities | Skiing, snowboarding, cold-weather cycling, winter hiking, hunting, outdoor work |
| Shipping Note | Continental US only — escalate AK/HI/international to CX Fulfillment Supervisor |
Small heel-clip inserts designed to snap into slots on the underside of any ALINE insole (medial or lateral edge), adjusting the tilt of the foot for personalised alignment. No longer available for purchase.
| Customer Says… | Recommend | Why |
|---|---|---|
| Plantar fasciitis / bunions / neuromas / everyday pain | Red All Day | Best entry point; active alignment relieves those exact conditions; most affordable model — see pricing ↗ |
| Running, high-impact sport, long shifts on feet | Cushion | Memory foam + alignment = max comfort for repetitive impact |
| Golf, gym, basketball, cycling, work boot | Traction | Grip + lateral spring for rotation and bilateral movement |
| Skiing, snowboarding, winter outdoor work | Climate | Only model with heat-reflective insulation |
| Wants multiple pairs | Mix based on shoe/activity | Multi-pair discount applies — check monthly discount sheet; alignment maintained all day |
Customers can opt into automatic replacement every 6 or 12 months at checkout. They can postpone, swap model, or cancel through their account at alineinsoles.com/account or by contacting CX. This is an evergreen offer — always live unless the monthly discount sheet indicates otherwise.
ALINE Insoles serves B2B customers including gyms, sports facilities, corporate wellness programs, healthcare providers, physical therapy clinics, athletic teams, and resellers. There is no dedicated wholesale website, phone number, or email address — all wholesale inquiries come through the standard DTC CX line and are then forwarded to the ALINE Wholesale Team by CX.
| Buyer Type | What They Need | CX Action |
|---|---|---|
| Gyms & fitness centres | Bulk insoles for members or retail resale in their pro shop | Capture details, forward to Wholesale Team |
| Physical therapy / sports clinics | Patient recommendation + resale; specific model guidance | Capture details, forward to Wholesale Team |
| Corporate wellness programs | Volume purchase for employee benefit programs | Capture details, forward to Wholesale Team |
| Athletic teams / coaches | Team order, single model, quick delivery | Capture details, forward to Wholesale Team |
| Resellers / distributors | Reseller account, wholesale pricing, net-30 | Capture details, forward to Wholesale Team |
Note: Given ALINE's inventory wind-down status, the Wholesale Team may have limited availability on some models. CX should not make model availability promises on wholesale orders — the Wholesale Team will confirm inventory and timelines directly with the customer.
"A world where every person — from elite athletes to everyday movers — steps without pain and performs at their full potential."
"Engineer the world's most advanced alignment technology so that every step improves the body rather than wears it down."
ALINE doesn't cushion passively — it aligns dynamically. 100+ moving structures guide the foot, ankle, knee, hip, and back into correct position with every single stride. This is the core differentiator from every other insole on the market.
The 66% improvement in ankle and knee alignment is a patented, measured outcome — not a marketing claim. Decades of biomechanical research underpin every structural decision in our insoles. Science is our credibility.
ALINE has powered Olympic medalists, X Games champions, PGA players, and NFL athletes for 20+ years. Elite athlete endorsement isn't sponsorship — it's product validation. These athletes could use anything; they choose ALINE.
From elite athletes to chronic pain patients, from delivery workers to pregnant women to the elderly — ALINE serves anyone who walks on unnatural surfaces. Performance isn't just athletic; it's the ability to move well through daily life.
Four models for different activities. TABs Kit for custom tilt. Subscription for consistent protection. Size by arch, not shoe size. ALINE recognises that no two feet — and no two lives — are identical.
Hard surfaces, modern footwear, and sedentary lives conspire against natural foot mechanics. ALINE reverses that damage with every step. The promise isn't comfort for today — it's structural health for life.
Move Better. Feel Better.
Primary tagline — used across all channels, all hero placements. Order matters: the motion comes first.
"The Only Insoles That Actively Align You" | "66% Better Alignment — Patented."
Supporting proof-point lines — use in ads, PDPs, and objection-handling scripts.
| Channel | Tone Mode | Length / Format | Key Principle |
|---|---|---|---|
| Paid Social (Meta/TikTok) | Performance Coach + Empathetic Listener | Hook ≤ 3 sec; body 15–30 sec | Lead with problem or bold claim; visual proof fast |
| Landing Page / PDP | Science Communicator + Trusted Advisor | Long-form; bullets + proof | Every claim backed by mechanism or stat |
| Trusted Advisor + CX Warm Helper | Short subject; 150–300 word body | Segmented by persona; personalise product reference | |
| SMS | Performance Coach | ≤160 chars; 1 CTA | Urgency + benefit + link only |
| Organic Social | Athlete Champion + Empathetic Listener | Caption 50–150 words; carousel or video | Community-first; celebrate movement stories |
| CX (phone/email/chat) | CX Warm Helper | Match customer energy | Acknowledge → solve → reassure |
| Influencer Briefs | Athlete Champion + Trusted Advisor | Talking-point style; ≤5 bullets | Authentic use case; FTC disclosure required |
These ten adjectives define how ALINE should feel to anyone who encounters the brand — in an ad, on a product page, in a CX interaction, or in a piece of content. Use them as a creative litmus test: if a piece of work doesn't embody at least two or three of these, revisit it.
| Dimension | Primary | Secondary |
|---|---|---|
| Age | 35–65 — active adults feeling the first signs of joint wear | 25–34 athletic; 65+ pain management |
| Gender | Skews male slightly (sport heritage); female growing fast via pain/wellness angle | Non-binary / all — pain has no gender |
| Activity Level | Recreational to serious sport; anyone who stands 4+ hrs/day | Elite athletes (awareness/credibility) |
| Pain Triggers | Plantar fasciitis, knee pain, lower back pain, bunions, general fatigue | Proactive alignment (no current pain) |
| Occupation | Healthcare, retail, hospitality, trades, office workers who walk, recreational athletes | Military, firefighters, postal/delivery |
| Shopping Behaviour | Researches before buying; reads reviews; responds to before/after and testimonials | Impulse via DRTV / social media ad |
| Price Sensitivity | Will pay a premium for a product that solves real chronic pain (see current pricing at alineinsoles.com); compares favourably to custom orthotics (typically several hundred dollars or more) | Multi-pair buyers respond to bundles |
The Hero archetype empowers customers to overcome adversity and perform at their potential. ALINE does not position itself as a medical device or a comfort luxury — it arms people with a tool to conquer physical challenges, whether that's finishing a 5K, completing a 12-hour shift, or getting back on the golf course after knee pain sidelined them.
Hero brands communicate in terms of courage, proof, and transformation. They celebrate wins. They take the customer's side against the obstacle (pain, poor alignment, the wrong insoles). They never feel sorry for the customer — they believe in the customer's ability to overcome.
"For active people and chronic pain sufferers who need more than cushion, ALINE is the only insole with patented dynamic alignment technology that actively improves ankle and knee alignment by 66% with every step — so you don't just feel better today, you move better for life."
| Brand | Price Range | Key Claim | Alignment | Dynamic Support | Guarantee | ALINE Edge |
|---|---|---|---|---|---|---|
| ALINE Insoles US | See alineinsoles.com ↗ | 66% ankle/knee alignment improvement; only dynamic alignment insole | Active (patented) | 100+ structures | 60-day MBG | — |
| Superfeet | Mid-range — superfeet.com ↗ | Structured arch support; orthotics for active use | Passive / Static | None | 60-day | ALINE moves with the foot; Superfeet holds it rigid. Dynamic vs. static. |
| Powerstep | Mid-range — powerstep.com ↗ | OTC orthotics for plantar fasciitis; pharmacy availability | Passive | Minimal | Varies | ALINE offers full-body alignment correction; Powerstep focuses on arch only. |
| Spenco | Budget–Mid — spenco.com ↗ | Total support and cushioning; comfort-first positioning | Comfort only | None | 30-day | ALINE aligns AND cushions. Spenco only cushions — misses the root cause. |
| Dr. Scholl's | Budget — pharmacy / mass retail | Mass-market comfort; foot mapping kiosks | None | None | Varies / retail | ALINE is the upgrade from Dr. Scholl's — when OTC comfort isn't enough. |
| SOLE | Mid-range — yoursole.com ↗ | Heat-moldable custom fit; eco-friendly materials | Foot-shaped (static) | None | 30-day | ALINE doesn't just fit the foot's shape — it corrects the foot's movement. |
| Custom Orthotics (podiatrist) | High — prescription / insurance | Prescription, individually cast; often covered by insurance | Foot-specific (rigid) | None — rigid cast | None typically | ALINE is dynamic (moves with foot); custom orthotics are rigid. ALINE costs 10–20× less. |
Every competitor offers passive support — foam that sits still. ALINE's structures move with the foot in real time, correcting alignment through the entire gait cycle.
Competitors address foot comfort. ALINE addresses the ankle, knee, hip, and back. One product, total lower-body alignment — the only one with clinical measurement to back it up.
At a fraction of the cost of custom orthotics or physical therapy, ALINE delivers dynamic alignment support that rigid prescription inserts can't match — see alineinsoles.com for current pricing. The comparison to shift in a customer's mind is custom orthotics, not pharmacy foam.
ALINE's customer lifecycle is driven by two distinct entry paths: pain-triggered search (organic/SEO — customer searching "plantar fasciitis insoles") and DRTV/social interruption (customer not actively looking but stops on a compelling ad). Both paths converge at the same PDP and require the same trust-building work.
| Stage | Customer Thinking | Primary Channel | Brand Action | CX Role |
|---|---|---|---|---|
| 1. Awareness | "My feet / knees are hurting. There must be something better out there." Or: "Interesting — I've never heard of alignment insoles." | DRTV, paid social (Meta/TikTok), YouTube pre-roll, word of mouth from athletes or healthcare professionals | Hook with the 66% alignment stat or athlete proof; show the pain → relief transformation; drive to PDP | Not involved yet; ensure contact channels are visible on site |
| 2. Consideration | "Is this actually different from the insoles I've tried? Is it worth the price? Does it really work?" | PDP, reviews, FAQ, choose-by-shoe guide, retargeting, email (if subscribed), compare pages | Science proof (66%, 100+ structures), testimonials from relatable people (chronic pain, athletes, nurses), model selection guide, guarantee visibility | Live chat support for product questions; respond to email/social DM queries within 24 hrs; objection scripts |
| 3. Purchase | "OK — 60-day guarantee removes the risk. I'll try Cushion since I run three times a week." | Shopify checkout (alineinsoles.com), phone order via CX for assisted sales | Guarantee visible at checkout; subscription upsell framed as "never run out, save money"; frictionless checkout; order confirmation email | Assist with phone orders; guide model selection; note: insoles are sized by arch — confirm customer selects the right arch size |
| 4. Onboarding | "These feel weird / different. Am I wearing them right? How long until I feel the difference?" | Post-purchase email sequence, FAQ page, product packaging insert | Break-in guide (1–2 hrs day one, +30–60 min daily, ~1 week to adapt); set expectation that initial sensation is alignment correction — not discomfort | Handle early "these feel strange" contacts with reassurance and break-in guidance; do not process returns for customers who've worn them ≤ 3 days |
| 5. Retention | "I need a second pair for my work boots." / "It's been 8 months — are these worn out?" / "Which model for cold weather?" | Email (subscription reminders, multi-pair discount), paid retargeting, Shopify account portal | Subscription renewal prompts; cross-sell to second model for a different shoe; seasonal campaigns (Climate in fall/winter); multi-pair discount messaging | Handle subscription management (pause, swap, cancel); send replacement reminder outreach at ~8 months; cross-sell second model on service contacts |
| 6. Advocacy | "I told my colleague / golf buddy / doctor about ALINE. They should try this." | Organic social, word of mouth, product reviews, referral program (if active) | Review request email at 45 days post-purchase; social share prompts; referral incentive if active; thank long-term customers | Flag high-satisfaction contacts for review request follow-up; handle any review-related disputes with Brand Lead |
| Metric | Owned By | Why It Matters for ALINE |
|---|---|---|
| First-order return rate | CX / Marketing | High early returns = onboarding failure or model mismatch; check for break-in education gap |
| Subscription take rate | Marketing / Growth | Subscriptions = predictable LTV; ALINE's 6–12 month replacement cycle is a natural subscription fit |
| Multi-pair rate | Marketing / CX | Customers who own 2+ pairs have much higher LTV; cross-sell is a primary CX upsell opportunity |
| Review volume & rating | Marketing / Brand | Reviews are the primary trust signal for pain-sufferer consideration; Cushion leads at 162 reviews — protect and grow |
| DRTV → website conversion | Marketing | Core acquisition channel; PDP clarity and guarantee visibility are the conversion levers |
Your foot pain isn't a comfort problem — it's an alignment problem. Every pharmacy insole treats the symptom. ALINE corrects the cause: misaligned ankles and knees that stress the fascia, joints, and back with every step.
Olympic medals. X Games golds. PGA cuts. NFL seasons. For 20+ years, the world's most demanding athletes have worn ALINE — not because they're sponsored, but because it works. If it performs at that level, imagine what it does for your Saturday run.
"I've tried every insole." We hear it constantly — and we understand. Most insoles add cushion. ALINE adds alignment. It's a fundamentally different product that works on a fundamentally different mechanism. This isn't another insole. It's the first one that actually addresses your alignment.
ALINE is the only insole that improves ankle and knee alignment by 66% — a measured, patented outcome, not a marketing estimate. 100+ dynamic support structures. Proven across two decades and multiple Olympics. Numbers don't lie.
Insoles wear out — and most people don't notice until their feet start hurting again. ALINE's alignment structures degrade over 6–12 months of use. Auto-Pair subscription means you never slip back into misalignment without realising it.
Alignment is cumulative. Wearing ALINE in your running shoes but not your work boots means you're misaligned for half your day. Most customers end up with 2–3 pairs — and the multi-pair discount makes it the smarter buy. Consistent alignment, all day, every shoe.
These are opening lines / on-screen text hooks proven to stop the scroll. Use verbatim or adapt with product-specific detail. Never lead with brand name — lead with problem or claim.
| Condition | ALINE Mechanism | Approved Marketing Language |
|---|---|---|
| Plantar Fasciitis | Corrects alignment that loads excess stress on plantar fascia | "Helps relieve plantar fasciitis" ✓ |
| Overpronation | Activation & compression zones counteract inward ankle roll | "Helps prevent overpronation" ✓ |
| Neuromas | Reduces forefoot pressure through alignment and arch support | "Helps relieve neuroma discomfort" ✓ |
| Bunions | Alignment correction reduces lateral forefoot pressure | "Helps relieve bunion discomfort" ✓ |
| Knee Pain | 66% alignment improvement reduces compressive forces on knee joint | "Helps reduce knee strain from misalignment" ✓ |
| Lower Back Pain | Full kinetic chain correction reduces lumbar stress | "May help reduce lower back strain" — use "may" ✓ |
| General Foot Fatigue | Shock absorption + alignment reduces cumulative fatigue load | "Reduces foot fatigue" ✓ |
| Data Point | Detail |
|---|---|
| Lifespan | 6–12 months depending on activity level and frequency |
| Break-in protocol | Start 1–2 hrs day one; add 30–60 min daily; adapt within ~1 week |
| Arch sizing | Sized by arch (S/M/L/XL) — not standard shoe size |
| Fit rule | Fits any shoe with a removable insole — remove stock insole first |
| Shipping restriction | Continental US only — AK, HI, PR, international: escalate to CX Fulfillment Supervisor |
| Dimension | Fit |
|---|---|
| Category | Endurance athletes, golf, cycling, healthcare professionals (podiatrists, PTs), fitness creators, workplace wellness |
| Audience Size | Micro (10K–100K) with high engagement preferred — authentic niche over mass reach |
| Content Style | Educational and testimonial — partners who explain why they use the product, not just show it |
| Red Flags | Partners promoting competing insole/orthotic brands; undisclosed partnership history; no evident connection to movement or physical health |
| Format | How It Works | Evergreen? |
|---|---|---|
| Promo Code | Customer enters alphanumeric code at checkout | Depends — check sheet |
| Full-Site Flip | Sitewide automatic discount, no code needed | No — time-bound only |
| Bundle / Cart Threshold | Triggered by cart value or item count | Varies |
| Subscription Discount | Auto-Pair subscription standing discount | Yes — always on |
| New Customer Discount | First-order discount for new accounts | Yes — always on |
| Channel | Owner | Notes |
|---|---|---|
| Email / SMS | Marketing | Must be on sheet before send |
| Paid Media | Marketing | Landing-page specific; on sheet before launch |
| CX Goodwill | CX | One-time courtesy for reasonable expired-code requests; log every use |
| Influencer / Partnerships | Marketing / Partnerships | Must be on sheet before partner posts |
| Subscription (evergreen) | Marketing / Growth | Always active unless sheet flags otherwise |
SEO is ALINE's earned traffic channel — it compounds over months and is the highest-intent acquisition path. During wind-down, existing SEO value should be maintained but major new investment is not warranted.
| Tool | Role | Owner |
|---|---|---|
| Google Search Console | Primary — impressions, clicks, position, Core Web Vitals | Marketing |
| Shopify Analytics | Organic traffic sessions and conversion by landing page | Marketing / Growth |
Converting existing traffic is cheaper than acquiring new traffic. During wind-down, focus CRO effort on high-impact, low-cost levers — not multi-month test programmes.
| Lever | Stage | ALINE Application |
|---|---|---|
| Hero clarity | PDP | H1 = model name + primary benefit + 66% claim above fold |
| Social proof | PDP | Star rating + review count visible without scrolling |
| Free-shipping progress bar | Cart | "[X] away from free shipping" — link to shipping policy for current threshold |
| Guarantee visibility | Checkout | Money-back guarantee badge prominent at checkout |
| Cart recovery | Post-abandon | Email + SMS; lead with guarantee, not just "you forgot something" |
| Mobile optimisation | All | DRTV traffic hits mobile first; CTA buttons must be ≥48px |
100% Money-Back Guarantee — 60-Day Return Policy
We offer a 100% money-back guarantee. Contact us within our 60-Day Return Policy (Note: Some Exceptions May Apply*). All Returns Are Subject to Processing and Handling Fees Which Vary Depending on Your Original Order. If You Decide to Cancel or Return Your Order, You Will Be Responsible for The Cost of Return Shipping.
Contact us at support@alineinsoles.com or +1-888-316-5658. We will initiate your refund when we receive confirmation that you delivered your return parcel to the shipping carrier.
You can exchange any product as long as we receive your exchange request within 30 days of the original purchase date. Exchanges require insoles to be in resellable condition.
| Policy Point | Detail |
|---|---|
| Refund window | 60 days from purchase |
| Exchange window | 30 days; resellable condition required |
| Return shipping | Customer pays — always quote upfront |
| Processing & handling fee | Varies by order — confirm before quoting; deducted from refund |
| Refund trigger | When carrier pickup is confirmed — not when customer claims to have shipped |
| Credit card refund time | Up to 30 days after authorization |
| PayPal refund time | Up to 180 days after authorization |
| Original shipping cost | Not refunded — product cost only |
| Step | What Happens | CX Note |
|---|---|---|
| 1. Order Placed | Checkout complete; confirmation email sent | Not received within 30 min → check Shopify, advise spam check |
| 2. Label Printed | Shipping label generated; brief cancellation window | Cancel requests must come immediately — once picked, cannot guarantee cancellation |
| 3. Warehouse Picks & Packs | 240 West Parkway fulfils the order | Do not call warehouse directly — route all queries through CX Fulfillment Supervisor |
| 4. Carrier Transit | 3–7 business days continental US standard ground | No tracking after 3 business days → escalate to CX Fulfillment Supervisor |
| 5. Delivery | Delivered to customer address | Lost/damaged → escalate; do not reship without supervisor sign-off |
| Service | Region | Est. Transit | Notes |
|---|---|---|---|
| Ground Standard | Continental US | 3–7 business days | Free above current threshold — see shipping policy |
| Ground East Coast | NJ/NY/PA/CT/MA/MD/VA/NC region | 2–3 business days | Proximity to Pompton Plains, NJ warehouse |
| Ground Midwest | IL/OH/MI/MN region | 3–4 business days | Standard ground |
| Ground West Coast | CA/OR/WA/NV/AZ region | 4–6 business days | Standard ground |
| AK / HI / PR / Territories | Non-contiguous US | Not supported by default | Escalate to CX Fulfillment Supervisor |
| International | Outside US | Not supported | Continental US only |
| Step | Action | Detail |
|---|---|---|
| 1 | First Name = Test Order | Exactly this — flags the order in Shopify for the warehouse |
| 2 | Last Name = Your Name | Identifies who placed the test for accountability |
| 3 | Shipping = Inventel Office | 200 Forge Way, Unit 1, Rockaway, NJ 07866 |
| 4 | Any valid payment | Required for Shopify to process; refunded/voided after confirmation |
| 5 | Notify CX Fulfillment Lead immediately | Google Chat: order # + what was tested + when it can be cancelled |
| 6 | Wait for confirmation | Test is not complete until CX Fulfillment Lead confirms |
All Inventel storefronts — including alineinsoles.com — run on Shopify.
| Function | CX Implication |
|---|---|
| Storefront / Checkout | If checkout is broken, escalate to Web Dev immediately |
| Customer Accounts | Customers without accounts can't see order history online — CX looks up by email or order number in admin |
| Order Management | All orders, statuses, tracking, and refunds in Shopify admin |
| Discount Codes | If a valid sheet code doesn't work, escalate to Web Dev — may be inactive in Shopify |
| Subscriptions | If customer can't manage via account portal, escalate to CX Fulfillment Supervisor |
| Refunds | Up to 30 days (credit card) or 180 days (PayPal) to appear after authorisation |
| Page | URL |
|---|---|
| Customer Account | alineinsoles.com/account |
| All Insoles | alineinsoles.com/collections/insoles |
| Refund Policy | alineinsoles.com/policies/refund-policy |
| Shipping Policy | alineinsoles.com/policies/shipping-policy |
| FAQ / Help | alineinsoles.com/pages/help |
| Choose by Shoe | alineinsoles.com/pages/shop-by-shoe |
| Situation | Action |
|---|---|
| Site is down or checkout broken | Escalate to Web Dev immediately — log time + error messages |
| Valid discount code not applying | Verify on monthly sheet; if valid, escalate to Web Dev |
| Refund not appearing after 10 business days | Confirm processed in Shopify admin; if processed, advise customer to contact their bank; if not, escalate to CX Fulfillment Supervisor |
| Escalation Type | Department | Notes |
|---|---|---|
| Unresolved customer complaint | CX Supervisor | After two failed resolution attempts at CX level |
| Return or refund dispute | CX Fulfillment Supervisor | Chargebacks, disputed fees, refund not appearing after 10 business days |
| Brand or product question | Brand Lead | Brand status, wind-down questions, new partner requests |
| Technical / website issue | Web Dev Team | Site down, checkout broken, discount code not working |
| Media, press, or partnership inquiry | Marketing / Partnerships | Any inbound press or partnership ask |
| Wholesale / B2B inquiry | ALINE Wholesale Team (via CX) | Capture details; forward to Wholesale Team — do not handle in DTC system |
| Legal or compliance | Legal / Compliance | Any threat of legal action, regulatory complaint, trademark issue |
| Resource | Link |
|---|---|
| ALINE Storefront | alineinsoles.com |
| All Insoles | alineinsoles.com/collections/insoles |
| Refund Policy | alineinsoles.com/policies/refund-policy |
| Shipping Policy | alineinsoles.com/policies/shipping-policy |
| Customer Account | alineinsoles.com/account |
| Choose by Shoe | alineinsoles.com/pages/shop-by-shoe |
| Twitter / X | @ALINEInsoles |
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