FREQUENTLY ASKED QUESTIONS
How do I return my order?
KEEN understands that with social distancing, it can be tough to get your return to Canada Post. We’re offering an extended return policy during this time, up to 60 days from your order date*.
Please set up your return as soon as you’ve had a chance to try your KEENs on. Once that’s done, the return label will be good through 60 days from your order date.
You can start your return at:
If you need to set up your return past 30 days from order date, please feel free to reach out to us at firstname.lastname@example.org. It is a busy time for us, so response may be delayed. We appreciate your patience during this time.
*Items placed with a warranty code, or a Pro discount must be in new, unworn condition.
It can take 7-10 business days for our warehouse to process your refund, once we receive your return. We’ll pop you a confirmation via email when your return has been refunded to the original payment method.
Keenfootwear.com is unable process returns of items purchased at another online retailer, or stores, or donated shoes sent during our Together We Can Help program.
What is KEEN's warranty?
KEEN offers a warranty against manufacturing and material defects for one full year from the date of purchase. If you’re experiencing an issue with your KEENs, we would love to give them a proper evaluation. Our warranty claim process is easy! Click on the link below to get to claims process rolling:
Our warranty team will examine your claim form and photos. If your claim is approved, we’ll email you a promotional code for the value of your KEENs. You can use this at keenfootwear.com to pick up a new favorite pair of KEENs!
Don't have your receipt?
Do not fear, we have options for you! Our warranty team will accept an online bank statement as a proof-of-purchase. If you are unable to locate an online bank statement, we recommend uploading a photo of the tags on your shoe in the “photo of receipt” field. It is important to note that it will be up to the discretion of the warranty manager as to whether the claim will be approved or denied if a receipt can't be provided.
Can I get my KEEN shoes re-soled?
Although we would love to be able to re-sole our favorite KEEN shoes, the technology and construction we use on our out-soles doesn't lend itself to re-soling.
Send us an email to email@example.com. In the subject line put 'lace request' and the photo of the shoe and lace you're looking for along with your shipping address. Then, we'll get back to you when we've found your lace! Please note that we quote up to 20-30 days for delivery.
What is your exchange policy?
We're sorry to hear that your KEENs didn't work out, and are happy to get you the right pair!
If within 30 days you’d like to return your purchase from keenfootwear.com, you’re welcome to set up a return free of charge.
KEEN has a return and re-order policy, and does not offer direct exchanges. Your original payment method will be refunded once the warehouse receives and processes your return. Feel free to place a new order whenever you’d like!
If you have any special discounts on your order, don’t hesitate to pop us an email or give us a call so we can help you with your return and reorder.
You can set up your return here:
How long until my order arrives?
Canada Post is experiencing major delays in shipping at this time. Your shipment may take 2-4 weeks to deliver.
Our shipping time-frame is 3-7 business days for Canada Post ground. Our distribution center is located in Burlington, ON, so ground shipping ranges from 2-4 business days in Central and Eastern provinces, and 5-7 business days in the Western and outlying areas. Moreover, we do not deliver over the weekend and all orders placed after 10 AM will ship the following business day.
Do you offer wide shoes?
KEEN is known for our wide fitting shoes! We have a good amount of styles that fit wide in the toe (Newport, Targhee II, Austin, Presidio, etc), and some that run more true to a traditional regular width.
We also offer wide width options for men in our classic hikers, found here: Men's Wide Hikers
The majority of our men’s work boots and shoes are also offered in wide widths, and can be found here: Men's Work Boots and Shoes
Do you have wide sizes for women?
Yes! We’re a bit limited on women’s wide styles , but of our work boots and shoes for women are offered in a wide width, found here: Women's Work Boots and Shoes
Fun fact! Women’s sizing starts to overlap with men’s at a women’s size 8.5, which is comparable to a men’s 7. A men’s size will fit as a women’s wide, if you’re looking for a bit of extra width.
Men's regular - D (standard width)
Men's wide - EE
Women's regular - B (standard width)
Women's wide – D
Feel free to reach out to us at firstname.lastname@example.org or call at 1-866-676-5336 if you have any fit questions or concerns!
How do I get replacement laces?
KEEN has taken precautionary measures for the health and safety of our employees, and we are working remotely. At this time, we do not have access to our offices, and will be unable to send replacement laces.
Unfortunately, KEEN does not currently sell laces in Canada.
Feel free to reach out to us at email@example.com or call at 1-866-676-5336 if you have any questions or concerns!