At KEEN Footwear, we stand by our products as much as we stand for adventure. If your gear doesn’t meet your expectations, we’ll make it right. Our returns process is designed to be as straightforward as our slip-ons.

Our Return Promise

We accept returns within 15 days of delivery for most items in new, unworn condition with original packaging. Like our diverse product line from hiking boots to kids’ shoes, we’ve got options to suit your needs:

Important Exceptions:

  • Final Sale Items: Any products marked as “Final Sale” cannot be returned or exchanged
  • Customized Products: Personalized or specially ordered items
  • Worn Products: Items showing signs of wear cannot be accepted

How to Return Your Items

Follow these steps as carefully as you’d lace up your hiking boots:

  1. Initiate Your Return: Email our Adventure Guides at [email protected] with your order number and return request (template provided below)
  2. Wait for Approval: We’ll respond within 2 business days with return authorization and instructions
  3. Package Your Items: Include all original packaging, tags, and a copy of your receipt
  4. Ship Your Return: Send to our Baltimore headquarters using a trackable shipping method

Return Shipping Options

Just like our delivery options, you’ve got choices:

  • Customer-Paid Returns: You may use any carrier of your choice
  • Free Return Label: Available for defective or incorrect items (we’ll provide the label)

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds process within 3-5 business days after we receive your return
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Process

Need a different size or color? Here’s the trail to follow:

  1. Follow the same return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement item
  3. We’ll process your exchange once we receive the original item
  4. Standard shipping rates apply for the new item

Return Request Email Template

Copy and paste this template into your email to [email protected]:

Subject: Return Request for Order #[Your Order Number] Dear KEEN Adventure Guides, I would like to request a return/exchange for my recent order (#[Your Order Number]). Details: – Item(s) to return: [Product Name, Size, Color] – Reason for return: [Select: Wrong Size, Defective, Changed Mind, Other] – Preferred resolution: [Refund or Exchange for (specify replacement)] I have reviewed the return policy and confirm the items are in new, unworn condition with original packaging. Thank you, [Your Full Name] [Your Contact Information]

International Returns

While we ship globally (excluding certain Asian and remote regions), international returns follow the same process with these additional notes:

  • You’re responsible for any customs fees or international shipping costs
  • Processing may take additional time for international shipments

Still Have Questions?

Our Adventure Guides are ready to help at [email protected] or by mail at:

KEEN Footwear
5224 Wasena Avenue
Baltimore, US 21225

We appreciate your trust in KEEN Footwear – now get back to your adventure!