FAQs

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.

*Please note that during the holiday season, the volume of returns may increase processing time. Christmas Eve, Christmas, and New Year's Day are holidays, and refunds are not processed on these days.

How to make a return

KEEN offers free return shipping for all orders within the lower 48 states. We will give you a free return label that will be good for 30 days from your order date.

For orders shipped to any outlying regions such as Alaska, American Samoa, Guam, Hawaii, Puerto Rico, Virgin Islands and APO/PO/DPO you will be responsible for the shipping costs of your return. 

Please set up your return as soon as you’ve had a chance to try on your KEEN shoes. You can start your return at: https://returns.keenfootwear.com/#/

Items placed with a warranty code or a Pro discount must be in new, unworn condition. Shipping costs are not refunded.

Return processing time
It can take 7-10 business days for our warehouse to process your refund, once we receive your return. We’ll send you a confirmation via email when your return has been refunded to the original payment method. Please note that shipping costs are not refunded.

KEEN Instagram shop, Facebook shop and eBay store return policy

Returns for purchases made through our Instagram, Facebook, or eBay pages are processed directly through those sites/apps. Please initiate your return there, through the same shop you used to purchase your KEEN and KEEN Utility products.

Items that can't be returned

Keenfootwear.com is unable to process returns of items purchased at another online retailer, Instagram shop, Facebook shop, or another retail store. Please contact the seller for return instructions. 

If you received your order as a gift or you have any special discounts on your order, don’t hesitate to send us an email at info@keenfootwear.com so we can help you with your return and reorder.

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:

https://www.keenfootwear.com/pages/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 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.

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 on each product page. If a sale price is offered on just specific colors of a style, you'll see a 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.

Shipping promotions

Orders over $125.00 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.

KEEN offers free return shipping for all orders within the lower 48 states, that label is good for only 30 days after the date it is created

For orders shipped to any outlying regions such as Alaska, American Samoa, Guam, Hawaii, Puerto Rico, Virgin Islands and APO/PO/DPO you will be responsible for the shipping costs of your return. 

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.

https://returns.keenfootwear.com/#/

Please Note:

KEEN offers free return shipping for all orders within the lower 48 states. We will give you a free return label that will be good for 30 days from your order date.

For orders shipped to any outlying regions such as Alaska, American Samoa, Guam, Hawaii, Puerto Rico, Virgin Islands and APO/PO/DPO you will be responsible for the shipping costs of your return. 

If you still have questions, you can email us at info@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.

KEEN offers free return shipping for all orders within the lower 48 states. We will give you a free return label that will be good for 30 days from your order date.

For orders shipped to any outlying regions such as Alaska, American Samoa, Guam, Hawaii, Puerto Rico, Virgin Islands and APO/PO/DPO you will be responsible for the shipping costs of your return. 

Please set up your return as soon as you’ve had a chance to try on your KEEN shoes. You can start your return at: https://returns.keenfootwear.com/#/

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, please contact us at info@keenfootwear.com We'd love to see if we can help.

If you place an order on keenfootwear.com, and the item goes on sale within 14 days of your order date, you could qualify for a price adjustment. Just reach out and share your order details with us during that timeframe.

Your item could qualify for a price adjustment if…

• It was purchased from keenfootwear.com
• It was purchased in the last 14 days
• You have not had a previous price adjustment on this order
• It is the identical style number, color, and size
• It is in stock at keenfootwear.com
• The price is lower right now on keenfootwear.com

We are not able to offer a price adjustment if…

• You have placed a Pro order
• You have placed a warranty order
• The item was purchased as a “Flash Sale” or “Cyber Style”
• The item is sold as-is, final sale

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.

https://www.keenfootwear.com/collections/insoles

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:

https://www.keenfootwear.com/collections/wide

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:

https://www.keenfootwear.com/collections/mens-work

Women's Wide Width Hikers
We also offer wide width options for men in our classic hikers, found here:

https://www.keenfootwear.com/collections/womens-hike

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:

https://www.keenfootwear.com/collections/womens-work

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.

Width labels:

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 info@keenfootwear.com if you have any fit questions or concerns!

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.

While we don't currently have replacement laces for all of our shoes, we do offer a few replacement laces on our website at:
https://www.keenfootwear.com/collections/laces


Don't see what you need?
If you need help choosing a lace, feel free to reach out at info@keenfootwear.com

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.

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:
https://www.keenfootwear.com/pages/pro

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 through our partnership with ID.me.

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 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:

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 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:

Federal
State
Local

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.

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. 

Click here for UPS coverage map: type in 40165 for the zip code then hit ‘submit’ to find your estimated delivery time.

This Privacy Policy ("Policy") sets out how KEEN, Inc. and its subsidiaries ("we", "us", "our"), collect, use, process and disclose information about you when you visit and/or place an order for our products through one of our branded KEEN websites (the "Websites").

KEEN Privacy and Terms