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Help Center


Find the answers to our most common questions.

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  • How do I return my order?

    KEEN understands that with social distancing, it can be tough to get to a UPS location. We’re offering an extended return policy during this time, up to 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


    *Items placed with a warranty code, or a Pro discount must be in new, unworn condition, and within the 30 day window.

    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.

    Shipping costs are not refunded. is unable process returns of items purchased at another online retailer, or stores, or donated shoes sent during our Together We Can Help program.

    *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. 

  • 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:

    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 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. 

    Does KEEN offer replacement footbeds?

    We're excited to announce we are currently selling replacement insoles through our website. Follow the link below in order to view our selection.

    Does KEEN offer replacement laces?

    We offer a few replacement laces on our website.

    Our most populer bungee laces, which are one size fits all, are here:

    You'll find laces for the Presidio here:

    If you need help choosing a lace, or don't see what you need, feel free to reach out at, 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! They'll show in red on each product page. If a sales 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 emails sent out, as well as found 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 $75.00 will qualify for free UPS ground. Other promotions may be available for you order. Please review your shipping options on the “Shipping” page during checkout, found following your shipping address. Any free shipping options will be marked “Free” and can be selected at that time.

    We’re unable to offer free return shipping for 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?

    We’re so sorry that your order isn’t quite right! Our warehouse goes to work to process your order as soon as it’s placed, to ensure it gets to you as quickly as possible. Because of this, there isn’t a delay that allows us time to cancel or change orders once they’re submitted.

    However, there is hope! You can set up a return shipping label (see link below) once the order arrives, and return shipping is free!

    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.

  • 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 UPS 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!


  • Do you offer replacement insoles?

    We're excited to announce we are currently selling replacement insoles through our website. Follow the link below in order to view our selection.

  • 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 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



  • How do I get replacement laces?

    Does KEEN offer replacement laces?

    We offer a few replacement laces on our website.

    Our most popular bungee laces, which are one size fits all, are here:

    You'll find laces for the Presidio here:

    If you need help choosing a lace, or don't see what you need, feel free to reach out at, or call us a 1-866-676-5336.

    Don't see what you need?

    We also recommend taking a look at

  • Pro Program FAQ

    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.

    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:

    Shipping Fee:

    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


    Special Pricing Through

    KEEN is proud to offer special pricing for military members and veterans, first responders, government employees, nurses, students, and teachers through the program. With easy verification, you can use your ID at hundreds of integrated partners across the network, including


    Military members and veterans, first responders, and government officials.

    Troop ID - You are eligible if any of the below segments apply to you:

    • Active Duty
    • Inactive Reserves
    • National Guard
    • Veterans
    • Retirees

    First Responder ID – You are eligible for First Responder ID if any of the below segments apply to you (active or retired):

    • Police Officer
    • Sheriff
    • State Trooper
    • Firefighter
    • Veterans
    • Retirees
    • EMS/EMT

    Nurse – You are eligible if any of the below segments apply to you:

    • Advanced Registered Nurse Practioner (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:

    • Federal
    • State
    • Local


    When logged into Wallet on 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 promotion at any time, without prior notice.



    No. This program is for personal use and only for eligible members.



    Please contact the 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.




  • How long until my order arrives?

    Our shipping time-frame is 1-5 business days for UPS ground shipping. Our two distribution centers are located in Kentucky, so ground shipping ranges from 2-4 business days in Central and Eastern states, and up to 5 business days in the Western US and outlying areas. Business days are Monday - Friday, except major holidays. Orders placed before 9:45AM PT will normally ship same day. After 9:45AM PT, they will ship the next business day.

    Click here for UPS coverage map: type in 41048 for the zip code then hit ‘submit’ to find your estimated delivery time.