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FREQUENTLY ASKED QUESTIONS

  • 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!

    Shipping

    Orders over $60 will qualify for free UPS ground or USPS Priority Shipping. 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.

    Warranty

    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.

  • 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 start your return at:

    keenfootwear.com/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.

    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.

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

  • 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/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. 

    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.

    www.keenfootwear.com/footbed

    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: https://www.keenfootwear.com/p/U-BUNGEE-REPLCE-KIT-3MM-SHORT.html

    You'll find laces for the Presidio here: https://www.keenfootwear.com/p/U-FLAT-LIFESTYLE-LACE-KIT.html

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

     

     

     

  • 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!

    www.keenfootwear.com/returns

    If you still have questions, you can give us a call at 866-676-5336 or email us at info@keenfootwear.com. We’re here Monday-Thursday 6AM-5PM PST, and Friday 6AM-3PM 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. 

    www.keenfootwear.com/returns

    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!

    866.676.KEEN(5336)

  • 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.

  • 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.

    www.keenfootwear.com/footbed

  • 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!

     

  • Pro Program FAQ

    Do you offer military discounts?

    KEEN is proud to offer discounts to active duty members of the military and military spouses. To apply for a military discount please create an account on our site and then select PRO PROGRAM from the footer of the page to fill out an application.

     

    Do you offer Veteran discounts?

    KEEN is proud to offer discounts to veterans and retired military personal. To apply for a military discount please create an account on our site and then select PRO PROGRAM from the footer of the page to fill out an application.

     

    I thought shipping was free?

    Pro orders are subject to a flat shipping fee on all orders and are not eligible for promotions listed on the regular site. To view our pro policies please visit https://www.keenfootwear.com/pro/.

     

    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.

  • 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: https://www.keenfootwear.com/p/U-BUNGEE-REPLCE-KIT-3MM-SHORT.html

    You'll find laces for the Presidio here: https://www.keenfootwear.com/p/U-FLAT-LIFESTYLE-LACE-KIT.html

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

    Don't see what you need?

    We also recommend taking a look at ShoeLacesExpress.com

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