So my 61 yr old mother is in town and has been using the location in HI for many years, that location closed last year and going to the one in tempe has been on her list lol.. she paid for a lifetime warranty and has been exchanging them for years no problem, from the get go the sales person was agressive and forceful, she made it clear mom should buy new ones, there was an 85$ member fee for an exchange which only the tempe location charges. Went through a whole sales presentation and all the fake used car sales lingo etc, she was saying my mothers foot had changed and thats why the inserts didnt work anymore.. Mom ended up buying a foot massager she had been eying for years, no exchange or new orthodics thank goodness. Turns out the display model of the massager is different from the one they sell in the package, a cheaper flimsier version of what the customer thinks they're buying. After calling corporate my mother is taken care of, the representative further explained the inserts should be fine and she shouldn't need a new pair. All in all great company decent product but stay clear of the Tempe store and any others that are part of this franchise! SHADY.. The sales persons and owners should be ashamed of how they take advantage of our elderly in pain, as a fitness PROFESSIONAL I would never lie to someone for a sale or sell someone something they don't need.