Frequently Asked Questions
How do I return my order from keenfootwear.com?
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.
How to make a return
Purchases made between October 1, 2021, and December 31, 2021, can be returned through January 31, 2022.
Due to peak holiday sales, we are currently experiencing delays in processing return shipments. Our team is working through them as fast as we can, but it may take 10-14 business days (Mon -Fri) from receipt of return to process the credit back to your card. Thanks for your patience.
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 start your return at: keenfootwear.com/returns
Once we receive your return, it can take 7-10 business days for our warehouse to process your refund. We’ll send you a confirmation via email when we have initiated a refund to the original payment method. Please note that shipping costs are not refunded.
If you received your order as a gift, please give us a call so we can see what options we have.
We are unable to process returns of items purchased at another online retailer or at KEEN retail stores.
*Free Return Shipping is available to the lower 48 states. For orders shipped to Alaska, American Samoa, Guam, Hawaii, Puerto Rico, and Virgin Islands. If you live in one of these areas, please contact us for a return authorization.
What is the KEEN Footwear product warranty policy?
What is KEEN's warranty policy?
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 KEEN shoes, 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 shoe. You can use this at keenfootwear.com to pick up a new favorite pair!
Don't have your receipt?
Do not fear, we have options for you! Our warranty team will accept an online bank statement as 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 outsoles doesn't lend itself to re-soling.
Does KEEN offer replacement insoles?
Yes, replacement insoles are a great way to fine-tune comfort for your feet and arch support needs. Follow the link below to see our selection, including our new plant-based insoles.
Does KEEN offer replacement laces?
Yes, we offer a few replacement laces on our website at:
Our most populer bungee laces, which are one size fits all, are here: https://www.keenfootwear.com/p/U-BUNGEE-REPLCE-KIT-3MM-SHORT.html
You'll find flat laces that are designed for our Austin and Presidio shoes here: https://www.keenfootwear.com/p/U-FLAT-LIFESTYLE-LACE-KIT.html
Variegated laces for work boots and hiking shoes are here:
If you need help choosing a lace, or don't see what you need, feel free to reach out at firstname.lastname@example.org, or call us a 1-866-676-5336.
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.
Orders over $100.00 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.
We’re unable to offer free return shipping for folks in Alaska, Hawaii, Puerto Rico, and Virgin Islands. Please reach out to us to set up a return authorization if you live in one of these areas.
Our warranty promo codes are issued for the full retail value of your warrantied item, and are applicable to the full retail value of a replacement item. These promo codes will not combine with sale pricing, shipping promotions, discount codes, or Pro discounts.
Can I cancel or change my order?
Once your order is placed, 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 once they’re submitted.
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.
If you still have questions, you can give us a call at 866-676-5336 or email us at email@example.com. We’re here Monday-Friday 6AM-5PM PST.
What is the exchange policy for keenfootwear.com?
To ensure the most accurate and fastest processing of your return and replacement order, we do not process direct exchanges. Instead, you can simply return and re-order in two separate transactions. Returns are easy and free! You can generate a pre-paid UPS shipping label through the link below to send your shoes back to us, and then place a new order:
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. We'd love to see if we can help.
Do you offer replacement insoles?
Yes, replacement insoles are a great way to fine-tune comfort for your feet and arch support needs. You can use them in your KEEN shoes or add KEEN comfort to non-KEEN shoes. Simply trim them to fit. Follow the link below to see our selection, including our new plant-based insoles.
Do KEEN shoes come in wide widths?
KEEN is known for its generous fit with room for your toes. This Original Fit can be found in the Newport, Targhee II, Austin, and Presidio. We also have select styles like the Terradora and Venture that offer a Contoured Fit that's more true to a traditional regular width.
Men's Wide Width Hikers
We also offer wide width options for men in our classic hikers, found here:
Men's Wide Width Work Boots and Shoes
The majority of our men’s work boots and shoes are also offered in wide widths, and can be found here:
Women's Wide Width Work Boots and Shoes
We’re a bit limited on women’s wide styles, but those that are available can be found here:
Fun fact! A men’s size will fit as a women’s wide, if you’re looking for a bit of extra width. Women’s sizing starts to overlap with men’s at a women’s size 8.5, which is comparable to a men’s 7.
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!
What length shoelaces do I need?
To find the correct shoelace length, count the lace eyelets on just one side of your shoe. For example, if you have 12 eyelets total, you'll want to look for the 6 eyelet lace length.
Eyelets Inches 3 40 4 45 5 50 6 55 7 60 8 65 9 70 10+
How do I get replacement laces for my KEEN Footwear?
While we don't currently have replacement laces for all of our shoes, we do offer a few replacement laces on our website at:
Our most populer bungee laces, which are one size fits all, are here:
keenfootwear.com BUNGEE-REPLCE-KIT-3MM-SHORT BUNGEE
You'll find flat laces that are designed for our Austin and Presidio shoes here:
Variegated laces for hiking shoes are here:
Don't see what you need?
If you need help choosing a lace, feel free to reach out at email@example.com, or call us a 1-866-676-5336.
Please note: We currently don't have any replacement laces for KEEN Utility work boots and shoes. There are several companies that sell laces in different lengths and widths online.
What is the Pro Program policy for keenfootwear.com?
Who is eligible for the KEEN Pro Program?
We designate our Pro program for outdoor industry professionals such as outdoor gear companies, guide services, non-profit organizations and some government agencies. The program is always under review, and qualification is dependent on employment within these industries.
To apply, please visit:
Do you offer Military/ Veteran discounts?
KEEN is proud to offer discounts to active duty members of the military, military spouses, veterans and retired military personal. To learn more click here: www.keenfootwear.com/military-discounts.html
Pro orders are subject to a flat shipping fee (currently $12 US and $15 CA) on all orders and are not eligible for promotions listed on the regular site. To view our pro policies please visit www.keenfootwear.com/pro/.
Special Pricing Through ID.me:
KEEN is proud to offer special pricing for military members and veterans, first responders, government employees, nurses, students, and teachers through the ID.me program. With easy verification, you can use your ID at hundreds of integrated partners across the ID.me network, including keenfootwear.com.
Who is eligible for the id.me program?
Military members and veterans, first responders, and government officials.
Troop ID - You are eligible if any of the below segments apply to you:
First Responder ID – You are eligible for First Responder ID if any of the below segments apply to you (active or retired):
Nurse – You are eligible if any of the below segments apply to you:
Advanced Registered Nurse Practitioner (ARNP)
Registered Nurse (RN)
Licensed Practical Nurse (PN/LPN)
Advanced Practice Registered Nurse (APRN)
Certified Registered Nurse Anesthetist (CRNA)
Certified Clinical Nurse Specialist (CNS)
Certified Nursing Assistant
Certified Nurse Midwife
Certified Nurse Practitioner
Government - You may be eligible if you are actively employed by any of the below government segments:
Why don't I see my discount?
When logged into the ID.me Wallet on keenfootwear.com, only applicable items will be discounted. Discounted products are subject to availability. Discounts cannot be combined with any other promotion. KEEN Footwear reserves the right to change or remove a product from the ID.me promotion at any time, without prior notice.
Can I share my discount with non-eligible friends when I use id.me?
No. This program is for personal use and only for eligible members.
What if I have issues with my id.me account?
Please contact the ID.me support team if you have questions with your eligibility or difficulty accessing your account - available 8 AM through midnight EST, 7 days a week to assist at 866-775-4363.
What are the shipping timelines for keenfootwear.com?
Our shipping time-frame is 3-7 business days for our Standard shipping. Our distribution center is located in Kentucky, so ground shipping ranges from 3-4 business days in Central and Eastern states, and up to 7 business days in the Western US and outlying areas. Business days are Monday - Friday, except major holidays.
Our cut-off time for same-day shipping is 9:00 AM PST Monday – Friday. Orders placed before the cut-off time will have tracking numbers emailed to the order recipient before the end of the day or early the next morning. All orders placed after 9:00 AM PST will ship the following business day.
Please note that KEEN is taking necessary precautions to protect the health and safety of our employees and communities during this time. Order processing and shipping may be slightly delayed.
Orders are currently shipping within 2-4 business days. Business days are Monday - Friday, except major holidays.
Click here for UPS coverage map: type in 40165 for the zip code then hit ‘submit’ to find your estimated delivery time.