- How do I return my order?
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.
Items placed with a warranty code or a Pro discount must be in new, unworn condition. Shipping costs are not refunded.
Once we receive your return, it can take 7-10 business days for our warehouse to process your refund. We’ll send you a confirmation via email when we have initiated a refund 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.
We are unable to process returns of items purchased at another online retailer or at KEEN retail stores.
- What is the KEEN Footwear product warranty policy?
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!
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.
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.
- 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 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
Free shipping worldwide! 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, that label is good for only 30 days after the date it is created
- KEEN Price Adjustment Policy
If you place an order on websites, 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 websites
- 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 websites
- The price is lower right now on websites
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
- Do you offer replacement insoles?
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.
- 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 |
| 10+ | 75 |
- What is your Privacy Policy?
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”).