Customer Service Policy

Keenfootwearm Customer Service Policy

At Keenfootwearm, we believe exceptional customer service is as essential as the quality of the KEEN® shoes we offer. Our team is dedicated to supporting you at every stage of your shopping journey—from pre-purchase questions to post-delivery care—ensuring a smooth, stress-free experience that matches the trust you place in us and the KEEN® brand. Below is a clear outline of our service commitments to you:

1. Pre-Purchase Support

We want you to feel confident before choosing your KEEN® shoes. Our team is ready to assist with:
  • Product & Size Guidance: Need help selecting the right KEEN® style for hiking, work, or casual wear? Or unsure about sizing (e.g., width, fit for specific foot shapes)? Reach out via [email protected], and we’ll share detailed product specs, size charts, and even customer fit feedback to help you decide.
  • Sustainability Inquiries: Curious about KEEN®’s eco-friendly materials or manufacturing processes? We’re happy to share insights into the brand’s sustainability efforts, so you can shop with alignment to your values.
  • Order Customization (If Applicable): For select KEEN® styles that offer color or feature options, we’ll walk you through available choices and confirm availability to avoid delays.

2. Order & Delivery Support

Once you place an order, we keep you informed every step of the way:
  • Order Confirmation: You’ll receive an email with your order details (tracking number, items, total) within 24 hours of purchase. If you don’t see it, check your spam folder—or contact us for a resend.
  • Delivery Updates: Tracking links will be activated once your order ships, letting you monitor its progress. If delivery is delayed beyond the estimated timeframe (3–7 business days for domestic orders), please reach out—we’ll escalate with our shipping partners to resolve it.
  • Missing or Damaged Items: If your order arrives with missing products or damaged shoes (e.g., defects in materials or craftsmanship), notify us within 48 hours of delivery. Include photos of the issue and your order number, and we’ll arrange a free replacement or full refund—no extra steps required.

3. Returns & Exchanges

We understand that sometimes shoes don’t fit perfectly. Our return/exchange policy is designed to be flexible:
  • Eligibility: Items must be unused, in their original packaging (with tags intact), and returned within 30 days of delivery. Custom orders or final-sale styles are excluded (clearly marked on product pages).
  • How to Request: Email [email protected] with your order number, reason for return/exchange, and preferred resolution (refund, size swap, or style change). We’ll send a prepaid shipping label to make the process free for you.
  • Processing Time: Once we receive and inspect your return (usually 2–3 business days), refunds will be issued to your original payment method within 5–7 business days. Exchanges will be shipped out within 1–2 business days of inspection, pending stock availability.

4. Post-Purchase Care

Your KEEN® shoes are built to last—and we want to help you keep them in great shape:
  • Care Tips: Need advice on cleaning suede KEEN® hikers or maintaining waterproof coatings? Email us, and we’ll share brand-recommended care instructions to extend the life of your shoes.
  • Warranty Support: KEEN® offers a limited warranty on defective materials or workmanship (varies by style). If you encounter issues beyond normal wear, we’ll help you submit a warranty claim to KEEN®—simplifying the process so you get the support you need.

How to Contact Us

For all inquiries, our customer service team is available Monday–Friday, 9 AM–6 PM (EST). The fastest way to reach us is via:
  • Additional Support: For urgent issues (e.g., lost packages), you can leave a message in the “Contact Us” form on our website—we’ll prioritize your request.
At Keenfootwearm, your satisfaction isn’t just a goal—it’s our promise. We’re here to make sure your experience with KEEN® shoes is as comfortable, reliable, and enjoyable as the shoes themselves.