Need to Make a Return or Exchange?
We’re here to help. Just follow these steps:
1. Look up your order to see if it’s eligible.
2. Select the style you’d like to return or exchange, and let us know why.
3. Print out the return label and drop off your package at a UPS store or drop-off location.
Note: Exchanges are not available for all orders or items
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.
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.
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. so we can help you with your return and reorder.
If it is 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, it’s no problem. You can 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.
Items placed with a warranty code or a Pro discount must be in new, unworn condition. Shipping costs are not refunded.
KEEN items purchased from outside retailers must be brought back to the original retailer for a refund or exchange. However, if you’ve encountered a defect with a KEEN product, regardless of where you purchased it, we encourage you to file a warranty claim through our website.
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.
If you would like to exchange your order for a different color or style, we do not process direct exchanges. Instead, you can simply return and re-order in two separate transactions.
If, however, you want the same style and color in a different size, we can process what’s called an “even exchange.” The replacement item you receive will be priced the same as the item you originally bought, so there will be no additional cost or refund involved.
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.
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.
Even exchanges are available in most situations, but there are some exceptions. Please note that even exchanges are not available for the following:
• Fans residing outside the lower 48 U.S. states: Unfortunately, fans in Alaska, American Samoa, Guam, Hawaii, Puerto Rico, Virgin Islands, and APO/PO/DPO are not eligible for even exchanges due to shipping and handling restrictions.
• UPS Access Point Orders: Orders shipped to a UPS access point, are not eligible for even exchanges.
• Pro users: Pro accounts, including users who purchase at discounted rates, are not eligible for even exchanges.
• Orders that redeemed a warranty store credit: If your order was placed using a store credit issued through a warranty claim, you cannot request an even exchange.
• Orders that redeemed a gift card: If your order was paid for in full or in part using a gift card, you are ineligible for an even exchange. Instead, we recommend returning the item for a refund to the gift card.
• Orders that were previously exchanged for another size.
No, we do not allow multiple exchanges on a single item. You can exchange each item purchased only once. If you need to return your exchanged item you will recieve a refund once it is returned. To ensure you get the right size the first time, we recommend contacting our Fan Services team before making your purchase. They’ll be happy to assist you!
Orders purchased with a Warranty store credit are ineligible for an exchange. Your order can be returned within 30 days of order day. The item(s) must be returned in new, unworn condition.
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.
Yes, we will honor the sale price when doing an even exchange.
We’re sorry to say that our retail partners aren’t able to accept returns for items purchased on our website.
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.
Once you have requested an even exchange for a different size, you have 14 days to drop off your return.
If you do not drop off your return within 14 days, your exchange request will be canceled. You will need to submit a new request.
We are unable to edit the shipping address on your exchange order. Your exchange will ship to the same address as the original order. If you need to ship to a different address, please return and reorder your item.
Once your return has been processed at our warehouse, your exchange order will ship via via standard shipping (3-7 business days).