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  • Can I cancel or change my order from

    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 We’re here Monday-Friday 6AM-5PM PST.

  • My order has an incorrect shipping address, can you fix it?

    If there is a mistake on your shipping address, don’t worry! We have a few options.

    If your order was placed within the last 10 minutes or so, give us a call right away at 866-676-5336.

    If we’re not able to catch the order before it’s processed or shipped, you will need to reach out to UPS or USPS directly. The first step is to wait until your tracking number is active (usually 24 hours from shipping notification). Once the order is in transit, call 1-800-742-5877 and say “track a package” to get started. You can correct the address, or have the package held at a UPS store.

    You can also sign up for UPS MyChoice. It’s a free service that will allow you to manage your shipments. You’ll need to add the address on your order for it to be added to your UPS MyChoice account: 

    For USPS, call 1-800-275-8777 and press 3 when prompted. You can also use the USPS Package Intercept service at or sign up for Informed Delivery:

  • 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.

  • I ordered KEEN shoes from an ad I saw on Facebook. Is it legit?

    Imitation is the greatest form of flattery, but not in this case. There are fraudulent sites impersonating KEEN and KEEN Utility, posting fake discounts in ads on Facebook and Instagram, and stealing credit card information. Shop, or use our for retailers we partner with, to purchase safely.

    You can also purchase products directly from our Instagram feed at

    Learn More