Help Center


  • Online Return Policy

    *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*.

    Please set up your return as soon as you’ve had a chance to try your KEENs on. Once that’s done, the return label will be good through 60 days from your order date.

    Mask return policy: For health and sanitary reasons, we are unable to accept returns or exchanges of opened or unopened face masks.

    *Items placed with a warranty code, or a Pro discount must be in new, unworn condition.

    You can start your return at:

    https://www.keenfootwear.com/login/?orderreturn=true

    If you need to set up your return past 30 days from order date, please feel free to reach out to us at info@keenfootwear.com. It is a busy time for us, so response may be delayed. We appreciate your patience during this time.

    *Items placed with a warranty code, or a Pro discount must be in new, unworn condition.

    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.

    Keenfootwear.com 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. 

     

    Exchanges:

    KEEN has a return and re-order policy, and does not offer direct exchanges. Your original payment method will be refunded once the warehouse receives and processes your return. Feel free to place a new order whenever you’d like!

    If you have any special discounts on your order, don’t hesitate to pop us an email or give us a call so we can help you with your return and reorder.

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  • I don’t have my original packaging, can I still return my order

    For orders purchased within 30 days from the date of purchase, you can still return your order. If you no longer have the original shipping box or bag your package arrived in, you may use another box for the return. Please refrain from using any box, envelope, or bag that contains a hazardous material marking on the outside as this will delay your refund.

  • 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 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.

    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. 

  • When will I receive my refund?

    Once your return has been received back at our warehouse, it takes approximately 7-10 business days for the refund to process and be posted back to the original form of payment. We will notify you via email once your return has been processed as well as when you should expect to see your refund.

     

    *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.

     

  • 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 items on my card at the same time?

    If you don't want the charge for two items 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)

     

     

     

  • Can I exchange my online order at a local store?

    We're sorry to say that our retail partners aren't able to accept returns for items purchased on our website. Online orders can returned by following the instructions through the link below. 

    www.keenfootwear.com/returns

    Silver lining? We offer free return shipping!