FREQUENTLY ASKED QUESTIONS
How do I return my order?
If within 30 days you are not entirely happy with your purchase from keenfootwear.com, you may return it to us. Period. Follow the link below in order to place an online return.
Do you offer wide shoes?
The widest size we manufacture is EE. However, KEEN’s run wide to begin with, so we offer styles that have been known to comfortably accommodate a 3/4E size foot. That being said, we do offer free delivery and return shipping, so if you order the pair and find them to not be the right fit you can send them right back and you won't be out any shipping dollars! To view our selection select the 'wide' icon underneath the size buttons on the left side of each product page.
Widest fit in each category:
Utility – Oshawa
Hiking - Voyageur (the Targhee is the waterproof version of the Voyageur and is a close 2nd).
Sandals – Newport
Where are all of your WIDE sizes in women’s?
As of now our 'wide' collection is limited for Women, however, we're working really hard to add additional options - more to come! To view our selection select the 'wide' icon underneath the size buttons on the left side of each product page.
*Women's fit tip: A men's shoe is technically a women's wide and 2 sizes larger (i.e. if you're a women's 9, you will be a men's 7). So, depending on your size, you may be able to choose from our men's styles for a wider fit.
Men's regular - D (standard width)
Men's wide - EE (widest KEEN option)
Women's regular - B (standard width)
Women's wide – D
How do I get replacement laces?
Send us an email to firstname.lastname@example.org. 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!
Don't see what you need?
You can shop a wider variety of laces through www.shoelacesexpress.com
How long until my order arrives?
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.
What is your exchange policy?
KEEN has a return and re-order policy, we do not process direct exchanges. In order to return an item, you can generate a pre-paid Canada Post shipping label through the link below to use in order to send your shoes back free of charge!
What if I don't want the charge for two pairs on my card at the same time?
If you don't want the charge for two boots on your card at once, you can wait until you get an email from us saying that your card has been refunded and then you can place your replacement order online as soon as you see the credit appear on your statement. Refunds are issued within 7-10 business days.
My item was a gift, now what?
KEEN does not refund/exchange items purchased through independent retailers. However, if the item was ordered through our online store we may be able to provide a one-time exchange. In situations like these, give us a call and we'll be able to assist further!
Although we would love to be able to re-sole our favorite KEEN shoes, the technology and construction we use on our out-soles does not permit us to replace them.
Unfortunately, we currently don't offer replacement insoles through our website. However, we do recommend Superfeet as an alternative as they work well in our shoes. .
We have bungee laces to offer for replacements. For all other lace styles, we will do our best to accommodate your request, but please note that some lace styles and colors are no longer available.
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! You can also shop a wider variety of laces through www.shoelacesexpress.com
How do I submit a Warranty Claim?
To file a warranty claim click the link below
I do not have my receipt, am I not able to submit a warranty claim?
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. We recommend mentioning in the "detailed description of product defect" box that you are unable to locate proof-of-purchase.