How do I return my order from keenfootwear.com?
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
If within 30 days you’d like to return your purchase from keenfootwear.com, you’re welcome to set up a return free of charge.
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: https://returns.keenfootwear.ca/#/
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 email us at info.ca@keenfootwear.com 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?
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! Click on the link below to get to claims process rolling:
www.ca-keenfootwear.com/warranty
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. You can use this at keenfootwear.com/ca to pick up a new favorite pair!
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
Orders over $125.00 will qualify for free standard shipping. 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.
Can I cancel or change my order?
Once your order is placed, our warehouse goes to work right away to get it to you as quickly as possible. Unfortunately, because of this, there isn’t a delay that allows us time to cancel or change orders once they’re submitted.
However, we are happy to offer free return shipping. Once the order arrives, just set up a return and get a shipping label (see link below), and we'll take care of it for you.
https://returns.keenfootwear.ca/#/
If you still have questions, you can email us at info.ca@keenfootwear.com
KEEN Price Adjustment Policy
If you place an order on https://www.keenfootwear.ca/, 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 https://www.keenfootwear.ca/
- 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 https://www.keenfootwear.ca/
- The price is lower right now on https://www.keenfootwear.ca/
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.
https://www.keenfootwear.ca/collections/shop?q=insoles
Do KEEN shoes come in wide widths?
KEEN is known for its generous fit with room for your toes. This Original Fit can be found in the Newport, Targhee II, Austin, and Presidio. We also have select styles like the Terradora and Venture that offer a Contoured Fit that's more true to a traditional regular width.
Men's Wide Width Hikers
We also offer wide width options for men in our classic hikers, found here:
https://www.keenfootwear.ca/collections/wide-hike
Men's Wide Width Work Boots and Shoes
The majority of our men’s work boots and shoes are also offered in wide widths, and can be found here:
https://www.keenfootwear.ca/collections/wide-work
Women's Wide Width Hikers
We also offer wide width options for men in our classic hikers, found here:
https://www.keenfootwear.ca/collections/womens-wide-hike
Fun fact! A men’s size will fit as a women’s wide, if you’re looking for a bit of extra width. Women’s sizing starts to overlap with men’s at a women’s size 8.5, which is comparable to a men’s 7.
Width labels:
Men's regular - D (standard width)
Men's wide - EE
Women's regular - B (standard width)
Women's wide – D
Feel free to reach out to us at info.ca@keenfootwear.com if you have any fit questions or concerns!
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 |
How do I get replacement laces for my KEEN Footwear?
Unfortunately, KEEN does not currently sell laces in Canada.
While we currently don't have any replacement laces for KEEN boots and shoes. There are several companies that sell laces in different lengths and widths online.
If you need help choosing a lace, feel free to reach out at info.ca@keenfootwear.com
What is the Pro Program policy for keenfootwear.com?
Who is eligible for the KEEN Pro Program?
We designate our Pro program for outdoor industry professionals such as outdoor gear companies, guide services, non-profit organizations and some government agencies. The program is always under review, and qualification is dependent on employment within these industries.
To apply, please visit:
https://www.keenfootwear.ca/pages/pro
Shipping Fee:
Pro orders are subject to a flat shipping fee (currently $12 US and $15 CA) on all orders and are not eligible for promotions listed on the regular site. To view our pro policies please visit https://www.keenfootwear.ca/pages/pro
Can I share my discount with non-eligible friends?
No. This program is for personal use and only for eligible members.
What are the shipping timelines for keenfootwear.com?
Our shipping time-frame is 3-7 business days for Canada Post ground. Our distribution center is located in Mississauga, ON, so ground shipping ranges from 2-4 business days in Central and Eastern provinces, and 5-7 business days in the Western and outlying areas. Business days are Monday - Friday, except major holidays.
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").
