Frequently Asked Questions
What is the KEEN Footwear online return policy?
Fit matters, and we want you to be completely happy with your new KEEN shoes and gear!
Footprint matters, too. So, we want to do everything we can to help you find the right size and shoe before you place your order to minimize the impact of return shipping on the planet.
*Please note that during the holiday season, the volume of returns may increase processing time. Christmas Eve, Christmas, and New Year’s Day are holidays, and refunds are not processed on these days.
How to make a return
KEEN offers free return shipping for all orders within the lower 48 states. We will give you a free return label that will be good for 30 days from your order date.
Please note that KEEN accepts returns and exchanges for worn footwear within this timeframe. (Pro and Warranty orders must be returned in new, unused condition.)
Please set up your return as soon as you’ve had a chance to try on your KEEN shoes. You can start your return at:
Items placed with a warranty code or a Pro discount must be in new, unworn condition. Shipping costs are not refunded.
Once your pre-paid return is created:
- Use the link to print your label and packing slip
- Include the packing slip inside of the package
- Attache the label to the top of the package
- Drop off the package at any UPS location
At this time QR codes are not available for US prepaid labels. All US prepaid labels must be printed.
For orders shipped to any outlying regions such as Alaska, American Samoa, Guam, Hawaii, Puerto Rico, Virgin Islands and APO/PO/DPO you will be responsible for the shipping costs of your return. You may return it with the courier of your choice.
Return processing time
It can take 7-10 business days for our warehouse to process your refund, once we receive your return. We’ll send you a confirmation via email when your return has been refunded to the original payment method. Please note that shipping costs are not refunded.
KEEN Instagram shop, Facebook shop and eBay store return policy
Returns for purchases made through our Instagram, Facebook, or eBay pages are processed directly through those sites/apps. Please initiate your return there, through the same shop you used to purchase your KEEN and KEEN Utility products.
Keenfootwear.com is unable to process returns of items purchased at another online retailer, Instagram shop, Facebook shop, or another retail store. Please contact the seller for return instructions.
If you received your order as a gift or you have any special discounts on your order, don’t hesitate to send us an email at info@keenfootwear so we can help you with your return and reorder..
What is the warranty policy for products from keenfootwear.com?
Our 1-year limited warranty
We know you depend on us to create hybrid sandals, sneakers, and boots that keep you and your family comfortable and safe outside and at work. We stand behind all KEEN products and guarantee them to be free from manufacturing defects in materials and workmanship for one year from the confirmed date of purchase.
Please Note: You will need a valid KEEN account to file a warranty claim.
What’s covered?
Defects in original, unaltered, and unmodified materials and workmanship for one year from the date of purchase
What’s not covered?
– Damage caused by normal wear and tear, improper care, misuse, accident, neglect, or the natural breakdown of materials over time, including improper fit or comfort issues.
– Products acquired from unauthorized dealers and aftermarket sources — such as online auction sites, liquidators, consignment shops, private sellers, sales samples, promotional products, and final sale/warehouse sales
What if I didn’t purchase my KEEN shoes at keenfootwear.com?
We ask that you contact the KEEN retailer of your original purchase to quickly resolve the issue prior to contacting us. In many cases, the retailer will be able to assist you.
What information will I need in order to submit a claim?
Product tag number or style name
Color(s)
Gender
Description of the defect
Date of purchase (attach image of receipt)
Name of store purchased from
Sales, Discounts, and Promotions
Why am I not seeing a sale price?
We try to make sale prices easy to find! If an item is on sale, the price will be marked in red on each product page. If a sale price is offered on just specific colors of a style, you’ll see a red sale flag on the color noting it as a sale item.
All sales and promotions are subject to terms and conditions. These are listed in any promotional email we send out, and we post them on our site during the sale. These terms will include an end date for the sale or promotion. If you have any questions about the terms and conditions of a sale or discount offer, please feel free to reach out.
Shipping
Orders over $125.00 will qualify for free standard shipping. Other promotions may be available for your order. Please review your shipping options on the “Shipping” page during checkout, which are based on the shipping address you enter. Any free shipping options will be marked “Free” and can be selected at that time.
KEEN offers free return shipping for all orders within the lower 48 states, that label is good for only 30 days after the date it is created
For orders shipped to any outlying regions such as Alaska, American Samoa, Guam, Hawaii, Puerto Rico, Virgin Islands and APO/PO/DPO you will be responsible for the shipping costs of your return.
Can I cancel my order?
We offer a 15-minute window, for select order types, where you can make quick changes on the order confirmation page. During this time, you can either cancel your order or update your shipping address. Once the 15 minutes pass, your order begins processing and no further changes can be made. If you wish to cancel your order, you’ll need to do it during the 15-minute window.
Please note, some orders aren’t eligible for edits:
Orders containing a digital gift card.
Orders that redeemed a gift card or warranty store credit.
Orders shipping to a UPS Access Point location.
Once your order begins processing, our warehouse goes to work right away to get it to you as quickly as possible. Unfortunately, because of this, there isn’t a delay that allows us time to cancel or change orders.
However, we are happy to offer free return shipping. Once the order arrives, just set up a return and get a shipping label (see link below), and we’ll take care of it for you.
Please Note:
KEEN offers free return shipping for all orders within the lower 48 states. We will give you a free return label that will be good for 30 days from your order date.
For orders shipped to any outlying regions such as Alaska, American Samoa, Guam, Hawaii, Puerto Rico, Virgin Islands and APO/PO/DPO you will be responsible for the shipping costs of your return.
What is the KEEN Footwear online return policy?
Fit matters, and we want you to be completely happy with your new KEEN shoes and gear!
Footprint matters, too. So, we want to do everything we can to help you find the right size and shoe before you place your order to minimize the impact of return shipping on the planet.
*Please note that during the holiday season, the volume of returns may increase processing time. Christmas Eve, Christmas, and New Year’s Day are holidays, and refunds are not processed on these days.
How to make a return
KEEN offers free return shipping for all orders within the lower 48 states. We will give you a free return label that will be good for 30 days from your order date.
Please note that KEEN accepts returns and exchanges for worn footwear within this timeframe. (Pro and Warranty orders must be returned in new, unused condition.)
Please set up your return as soon as you’ve had a chance to try on your KEEN shoes. You can start your return.
Items placed with a warranty code or a Pro discount must be in new, unworn condition. Shipping costs are not refunded.
Once your pre-paid return is created:
- Use the link to print your label and packing slip
- Include the packing slip inside of the package
- Attache the label to the top of the package
- Drop off the package at any UPS location
At this time QR codes are not available for US prepaid labels. All US prepaid labels must be printed.
For orders shipped to any outlying regions such as Alaska, American Samoa, Guam, Hawaii, Puerto Rico, Virgin Islands and APO/PO/DPO you will be responsible for the shipping costs of your return. You may return it with the courier of your choice.
Return processing time
It can take 7-10 business days for our warehouse to process your refund, once we receive your return. We’ll send you a confirmation via email when your return has been refunded to the original payment method. Please note that shipping costs are not refunded.
KEEN Instagram shop, Facebook shop and eBay store return policy
Returns for purchases made through our Instagram, Facebook, or eBay pages are processed directly through those sites/apps. Please initiate your return there, through the same shop you used to purchase your KEEN and KEEN Utility products.
Keenfootwear.com is unable to process returns of items purchased at another online retailer, Instagram shop, Facebook shop, or another retail store. Please contact the seller for return instructions.
If you received your order as a gift or you have any special discounts on your order, don’t hesitate to send us an email at info@keenfootwear.com so we can help you with your return and reorder.