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FREQUENTLY ASKED QUESTIONS

  • How do I return my order?

    We want you to be completely happy with your new KEENs!

    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. You can set up your return here:

    keenfootwear.com/en-ca/returns

    It can take 5-7 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.

    If you received your order as a gift, please give us a call so we can see what options we have.

    Keenfootwear.com is unable process returns of items purchased at another online retailer, or stores.

  • Warranty FAQs

    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:

    https://www.keenfootwear.com/en-ca/warranty

    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. 

    How do I request replacement laces?

    Send us an email to info@keenfootwear.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:

    keenfootwear.com/en-ca/returns

  • 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. 

  • 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.

    Width labels:

    Men's regular - D (standard width)
    Men's wide - EE 

    Women's regular - B (standard width)
    Women's wide – D

    Size chart

    Feel free to reach out to us at info@keenfootwear.com or call at 1-866-676-5336 if you have any fit questions or concerns!

  • How do I get replacement laces?

    We're happy to send you a replacement set of laces! Send us an email at info@keenfootwear.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.

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