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Frequently Asked Questions


Q: Is there a guarantee on insoles?

A: Yes, our insoles have a one year unconditional guarantee. You have one year to return the product that didn't work for you, along with the receipt. We will issue a refund or replace it with a different product.

Q: Is there a guarantee on the footwear?

A: You have 30 days to return new/unused footwear. If you have an issue with any of our products, please contact our Customer Service Department.

Q: How long does it take to process a return?

A: Two to four weeks

Q: What product do you recommend for plantar fasciitis?

A: Our Total Support® replacement insoles work really well for this.

Q: Do our products come in different widths?

A: We have a Polysorb® Walker/Runner Wide insole; all other products are medium width. Most of our insoles can be trimmed to accommodate your needs.

Q: What does M and W stand for?

A: Men and Women

Q: What are the care instructions?

A: Hand wash and air dry; for the suede and leather footwear use appropriate cleaner

Q: What size do I buy if I am a half size?

A: We recommend you go down to the next whole size. 

Q: How do you mold the orthotics?

A: We recommend wearing the product straight out of the package without molding. If this isn't a perfect fit then proceed to the following instructions. Bring a pan of water to a boil. Remove from heat. Place the orthotic into the boiling water for two minutes. Carefully (with gloves or tongs) remove the orthotic from the water and pat dry with a towel. Using pressure of the fingers and thumbs, press up to raise the arch; press down to lower the arch.


Q. How do purchase my order on the site?
To order your purchase :-

  1. Click “Add to cart” button on the products you wish to purchase.
  2. Click “Continue Shopping” to continue add other products into the cart or click “Checkout” to proceed your payment for the products.
  3. You'll reach a log in page where you need to log in your account using your Username and Password. If you don't have an account created yet, you need to register an account before you proceed your payment.
  4. You'll need to confirm your shipping address on the “Shipping Address” page and click “next” button.
  5. From here, you need to select your shipping methods and click “next” button.
  6. Next you'll need to choose your payment method then click “next” button.
  7. After the steps before this have been done, You need to reconfirm your billing details and agree on the terms and condition.
  8. Click “Confirm Order” to complete the order.

Q. What are the payment methods available?
SPENCO MALAYSIA offers various kind of Payment Methods as shown below :-

1. FPX Payment by ipay88.

2. Invoice / Cheque / Offline Bank Transfer

Bank : Public Bank
Bank Account : 3216425108
Account Name : Walking Generation Sdn Bhd

After you made the payment, please send us the payment details of :
Bank Name :
Banking Date :
Banking Time :
Banking Reference No :
Total ammount you have paid :
Your Order No :

You may scan and email us the above info to Email Address : spencomalaysia@gmail.com

Note: Your purchased products will not be delivered until we have this confirmation.

Q. How to change my account personal information and shipping address?

  • Log-in your account → Click on “Account Maintenance” → Edit your account information and Shipping address here.

Q. I forgot my Password for my account. What should I do to retrieve it?

  1. Click on “Lost Password?” and fill your email that used to register the account in the box.
  2. Click Submit.
  3. A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.

Q. Can I cancel an existing order that have been made?
Yes,  only if the order is still on pending status.

- Please send an email to our customers service email at spencomalaysia@gmail.com with the message title “Request to cancel order” in order to inform us about the cancellation order.

- Orders that are in shipping or shipped will not be cancel.

Q. What is the product's transaction currency?
All products transaction currency will be done in MYR.

Q. How long does the delivery usually takes?
Delivery usually will takes about 3 to 4 working days

Q. I still have doubts!
Sorry that we're unable to clear your doubts in the F.A.Q page. Please kindly send us an email to spencomalaysia@gmail.com for us to clear your doubts.