What is the KEEN Footwear online return policy?
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.
Please note that KEEN accepts returns and exchanges for worn footwear within this timeframe. (Pro and Warranty orders must be returned in new, unused condition.)
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:
Items placed with a warranty code or a Pro discount must be in new, unworn condition. Shipping costs are not refunded.
Once your pre-paid return is created:
- Use the link to print your label and packing slip
- Include the packing slip inside of the package
- Attache the label to the top of the package
- Drop off the package at any UPS location
At this time QR codes are not available for US prepaid labels. All US prepaid labels must be printed.
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. You may return it with the courier of your choice.
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.
I don’t have my original packaging; can I still return my order?
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.
I bought my shoes somewhere else, can I return them to KEEN?
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,
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 the KEEN Footwear online return policy?
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.
Please note that KEEN accepts returns and exchanges for worn footwear within this timeframe. (Pro and Warranty orders must be returned in new, unused condition.)
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:
Items placed with a warranty code or a Pro discount must be in new, unworn condition. Shipping costs are not refunded.
Once your pre-paid return is created:
- Use the link to print your label and packing slip
- Include the packing slip inside of the package
- Attache the label to the top of the package
- Drop off the package at any UPS location
At this time QR codes are not available for US prepaid labels. All US prepaid labels must be printed.
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. You may return it with the courier of your choice.
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.
I don’t have my original packaging; can I still return my order?
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.
I bought my shoes somewhere else, can I return them to KEEN?
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
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.
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 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.
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:
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?
Who is eligible for an exchange?
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.
Can I do multiple exchanges on a signle order?
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!
How do I exchange my warranty order?
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.
I bought my item on sale and now it is full price, will you honor my sale price for a size exchange?
Yes, we will honor the sale price when doing an even exchange.
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.
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.
How long do I have to drop off my original package?
Once you have requested an even exchange for a different size, you have 14 days to drop off your return.
Can I edit the shipping address on my exchange order?
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.