Frequently Asked Questions
Got a question? We've got an answer (and if we don't, hop on over to our Contact Us page).
About the Twelves
What are Twelves made of?
Twelves are made up of two layers: the KnitFit upper and the ShiftShield outer. KnitFit is a knit, glove-like base layer that fits your individual foot shape and gives it a nice supportive hug. ShiftShield is a fluid-resistant shell that prevents any nasty spillages from seeping through to your foot. Both of those layers attach to molded polyurethane foam soles with high-traction rubber treads (so you won’t go slipping and sliding in the hospital corridors).
Are Twelves waterproof?
The outer part of the shoe (we call this our “ShiftShield”) is fluid-resistant and was intentionally designed to keep the gross stuff out. Most liquids will run right off the shoe.
Are Twelves non-slip?
Yes, our rubber material and tread pattern are designed to be non-slip.
What sizes do you make?
We offer all sizes (whole and half) between a women’s size 6 and a women’s 11, with the exception of a size 10.5.
To be precise, that's US women's sizes 6, 6.5, 7, 7.5, 8, 8.5, 9, 9.5, 10 and 11.
How do I pick a size?
In our clinical trials, participants reported that BALA Twelves fit true to size, compared to similar styles of athletic shoes. They are intentionally designed to be slightly wider and slightly longer than off-the-shelf running shoes, which allows for some swelling during a 12 hour shift.
If you are typically between sizes, you should order the smaller of the two sizes.
Can men wear Twelves?
Yes! If your feet are men’s size 9.5 or smaller, we’ve got Twelves for you. You'll want to take your usual size and add 1.5 sizes (men’s 9 becomes women’s 10.5) to figure out what size you should order in our shoes.
Do you have Twelves for wide feet? Or bunions?
We don’t offer wide sizes at this time, but we'd love to hear from you if you'd like us to offer wide Twelves in the future. We're always gauging interest for product innovations!
How long should my Twelves be?
You should have 1-1.5cm of room in front of your toes in your right-size Twelves! Any more than that, and you'll be experiencing heel slippage, arch discomfort, and strange noises. Any less, and your toes will feel squashed. If you're in either boat, you can use our exchanges page to swap out for a new size.
How wide should my Twelves be?
The KnitFit sock layer of your Twelves should hug your foot, keeping your ankle stable and supported. It should not be squeezing your foot or causing any discomfort! You can size up using our exchanges page if the hug from your KnitFit's a little too tight. Please note that sizing up means an increase in both length and width.
Can I place orthotics in my Twelves?
Yes, you can! However, we designed our Arch-M-Brace footbed to conform to your individual arch shape, so we hope your Twelves will give you all the support you need as they are.
Will Twelves help my plantar fasciitis?
A primary cause of plantar fasciitis is improper weight distribution as you stand or walk. Our HRS cushioning system and Arch-M-Brace footbed are designed to support your feet and distribute weight evenly, so Twelves may help with PF-related foot pain (but we can’t make any promises).
How can I clean my Twelves?
Wipe any spillages off of your Twelves using a CaviWipe. Please note that wipes with a high concentration of bleach may discolor your shoes!
After your shift, you can throw your Twelves in the washing machine on a cold delicates cycle. Make sure to tie the shoelaces together and tuck them into the shoe before washing.
Time in the dryer may destroy the fluid-resistant layer of your Twelves–– so please make sure to air dry them once they’re clean. You can even stuff some newspaper in them to help them dry!
What's this bag they come in?
The BALA ISO Box is a great way to keep your work shoes (and germs) isolated from other parts of your life. Stash it in your locker or your trunk, on your porch or your back seat. Just throw it in the washing machine if its gets mucky (be sure to air dry)!
What does BALA mean?
The name BALA is derived from a nurse’s ability to find BALAnce in all that they do–– between softness and grit, work and sleep, self-care and patient care! We designed our Twelves to help you to strike that balance.
It's also derived from the Latin name for the blue whale (BALAenoptera musculus), which has the biggest heart of any organism on the planet. Because nurses have a lot of heart, get it?
Where are your shoes made?
Our shoes are designed and developed right here in the USA. They are manufactured by a factory partner in China.
Order Status & Shipping
My size is out of stock!
We're so sorry about that! Add your email to our "Notify me when available" list to be the first to know when your size is back in stock.
When will I receive my order?
Orders take up to 2 weeks to process, and typically ship via FedEx 2-Day Priority shipping. You'll receive a tracking link once your Twelves are on their way!
How can I update my shipping address/change my shoe size/pick a different colorway?
Drop us a line using our Contact Us form with your order number and the update you'd like for us to make. You have 24 hours after placing your order to request any and all changes!
How much does shipping cost?
For you, nothing at all.
Can I get BALA Twelves if I live outside the US?
We’re so stoked that BALA already has fans around the world! Unfortunately, we’re a very small operation, so we cannot fulfill orders worldwide (yet).
Do you deliver to PO boxes?
Yes! All PO box orders ship via USPS.
My tracking link says my package was delivered but I didn’t get anything–– help!
Oh no! Please contact us here and we’ll figure out where your shoes are at.
Returns & Exchanges
How do I exchange (or return) my order?
You can exchange or return within 45 days of your order arriving at your door. Just fill out our returns form here!
I exchanged my shoes. When will my new pair ship?
As soon as we get the original pair back to our warehouse and confirm the quality of the return! You’ll get a new tracking number emailed to you as soon as we’ve packaged your new pair of Twelves.
When will I receive my refund?
Refunds are credited directly back to the card you used to order. We’ll submit the refund within 24 hours of receiving your shoes back to our distribution center, but it may take up to 10 days for your account to be credited.
I have a question that you didn’t answer here!
Hit us up via live chat or using our Contact Us form for the quickest response to all your additional questions.