At KEEN Footwear, we’re as committed to your satisfaction as we are to crafting adventure-ready footwear. Whether you’re scaling mountains or navigating city streets, our shipping and returns policies are designed to be as reliable as our shoes.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

  • Standard Shipping ($12.95): Delivered via DHL or FedEx within 10-15 business days after shipment
  • Free Shipping (orders over $50): Delivered via EMS within 15-25 business days after shipment

International Shipping

We ship globally (excluding certain Asian and remote regions). International orders may be subject to customs fees, which are the customer’s responsibility.

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 made the process simple.

Non-Returnable Items

Some products can’t be returned to keep our adventures running smoothly:

  • Final Sale Items: Products marked “Final Sale”
  • Customized Products: Personalized or specially ordered items
  • Worn Products: Items showing signs of wear

How to Return Your Items

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

Step 1: Initiate Your Return

Email our Adventure Guides at [email protected] with:

  • Your order number
  • Return request (use our template below)

Step 2: Wait for Approval

We’ll respond within 2 business days with return authorization and instructions.

Step 3: Package Your Items

Include all original packaging, tags, and a copy of your receipt.

Step 4: Ship Your Return

Send to our Baltimore headquarters using a trackable shipping method:

KEEN Footwear
5224 Wasena Avenue
Baltimore, US 21225

Return Shipping Options

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

  • Customer-Paid Returns: 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
  • Method: Funds 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

International Returns

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

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]

Need Help?

Our Adventure Guides are ready to assist at [email protected].

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