What is the warranty policy for products from keenfootwear.com?
Our 1-year limited warranty
We know you depend on us to create hybrid sandals, sneakers, and boots that keep you and your family comfortable and safe outside and at work. We stand behind all KEEN products and guarantee them to be free from manufacturing defects in materials and workmanship for one year from the confirmed date of purchase.
Start your claim at:
https://www.keenfootwear.ca/pages/warranty
Please Note: You will need a valid KEEN account to file a warranty claim.
What’s covered?
Defects in original, unaltered, and unmodified materials and workmanship for one year from the date of purchase
What’s not covered?
- Damage caused by normal wear and tear, improper care, misuse, accident, neglect, or the natural breakdown of materials over time, including improper fit or comfort issues.
- Products acquired from unauthorized dealers and aftermarket sources — such as online auction sites, liquidators, consignment shops, private sellers, sales samples, promotional products, and final sale/warehouse sales
What if I didn't purchase my KEEN shoes at keenfootwear.com?
We ask that you contact the KEEN retailer of your original purchase to quickly resolve the issue prior to contacting us. In many cases, the retailer will be able to assist you.
What information will I need in order to submit a claim?
Product tag number or style name
Color(s)
Gender
Description of the defect
Date of purchase (attach image of receipt)
Name of store purchased from
Where/how do I fill out my KEEN Footwear warranty claim?
We make the warranty process simple and easy. All you need to do is follow the link below to submit our online warranty claim form, and we'll take it from there.
Please Note: You will need a valid KEEN account to file a warranty claim.
www.keenfootwear.com/warranty/
Still need help?
Our warranty team is here to assist!
Email - info.ca@keenfootwear.com
How do I exchange my warranty order?
Orders purchased with a Warranty promo code 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.
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/#/
How do I find my KEEN product tag number?
Your product tag number is located inside the shoe, printed near the size. It will be in the format of 2-3 letters followed by 4 or 6 numbers, whereas the seven-digit number to the left that starts with a '10' will be the style number
What is a product tag number?
Your product tag number tells us when and where your shoes were manufactured, so we can verify the origin of your product. We ask for this tag number on our product warranty claim form and it allows us to more quickly get you out a replacement!
What if I can’t read the numbers on my tag?
Don’t worry! We understand that over time the tag can wear away, making it difficult to read the numbers. However, you must include some information in the ‘product tag number’ text-box on our warranty claim form or else the claim will not submit. Therefore, if the tag is completely worn off, please put "not legible" or "worn-off" in that field.
Can I submit a warranty claim without a receipt?
Do not fear, we have options for you! Our warranty team will accept the following in place of a receipt:
- Copy of a debit/credit statement
- Order invoice or online order confirmation
- Screenshot of your digital bank statement
If you don’t have any of these, you’re still welcome to file a claim. In the “Photo of Receipt” box, please upload a photo of the size tag from the inside of the shoe. This isn’t a replacement for the proof-of-purchase, but it can help our warranty team determine when and where the product was made.
Please note: that in the absence of valid proof of purchase, the claim’s approval or denial is subject to the discretion of the warranty manager.
What is the lifetime delamination-free guarantee for Targhee IV boots and shoes?
When the sole is adhered to a shoe using glue, the glue can deteriorate through wear and with age, causing the sole to separate from the rest of the shoe. This is called delamination, and it’s one of the main reasons that footwear falls apart. Targhee IV uses our KEEN.FUSION bonding technology, not glue. The sole is fused to the upper using a high-heat, direct-injection process that creates both a chemical and mechanical bond that won’t delaminate over time.
For as long as you own your pair of Targhee IV boots or shoes, we guarantee that it will not delaminate. Any instance in which the outsole separates from the midsole, or the midsole separates from the upper, will be covered in the U.S and Canada.
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, including our new plant-based insoles.
https://www.keenfootwear.ca/collections/shop?q=insoles
Why are my KEEN's squeaking?
Usually when this happens, it's because the insole is rubbing on the bottom of the shoe. To fix this, you can try removing the insole and rough up the edges and bottom with medium grit sandpaper. You can also try a little talcum powder or corn starch sprinkled inside, which acts as a dry lubricant to reduce friction.
If this does not work, and the shoes are less than a year old, this could be a sign of a failing adhesive and we would consider replacing the shoes under our warranty program
Do you offer repair services?
We do not offer repair services at this time, nor do we have replacement hardware to send out. However, If the shoes are under a year old we would consider replacing them through our warranty program.
Find out more about our warranty policy here:
www.keenfootwear.com/warranty/
Can this be repaired?
If you’re unsure about the issue feel free to email us a photo of the shoe in question and we can provide further assistance – info.ca@keenfootwear.com
I took my shoes out of storage and the sole fell off!
Believe it or not, your shoes require a little love in order to work properly! If the adhesive used in the outsole is not flexed or used regularly, the bond can dry and crack, especially in certain climates. This can cause the sole to de-laminate.
For issues like these, we typically recommend a glue called 'barge cement' – a marine adhesive that is flexible and waterproof, so it works quite well for this sort of repair.
Can any Keen Utility work boots be re-soled?
The Cincinnati is the only product that is able to be re-soled, as it features a true Goodyear welt construction.
