Keenfootwearn Customer Service Policy: Your Comfort, Our Priority

At Keenfootwearn, we don’t just craft shoes for hiking, casual, work, and adventure—we stand behind every pair with care, transparency, and a commitment to your satisfaction. This Customer Service Policy outlines how we support you, from pre-purchase questions about fit to post-delivery concerns about wear, ensuring a smooth experience every step of the way.

1. Pre-Purchase Support: Find Your Perfect Fit

We want you to choose shoes that match your needs and fit like a second skin. If you have questions before buying, our team is here to help:

  • Contact Channel: Reach us via email at [email protected] (our most responsive method for detailed guidance).
  • Response Time: We aim to reply to pre-purchase inquiries within 24-48 business hours (excluding weekends and holidays).
  • Expert Guidance: Need help picking hiking boots for rough trails, work shoes for all-day standing, or casual styles for everyday wear? Share details like your activity type, foot shape (e.g., wide feet), or size preferences—we’ll recommend the best options.

2. Returns & Exchanges: Hassle-Free for Every Journey

We understand shoes might not feel right once you try them on. Our return/exchange policy is designed to be fair and simple:

Eligibility Requirements

  • Items must be returned within 30 days of delivery (verified via your order confirmation or tracking number).
  • Shoes must be in their original, unused condition: unwashed, unworn (no scuffs on soles, no creases from wear), with all original tags, packaging, and shoe boxes intact. We cannot accept returns for shoes that show signs of use (e.g., dirt on outsoles, worn insoles) or damage from improper care.
  • Custom or personalized shoes (if applicable) are non-returnable unless they arrive with a manufacturing defect.

How to Start a Return/Exchange

  1. Email us at [email protected] with:
  • Your order number.
  • Reason for return/exchange (e.g., “wrong size,” “not suited for hiking,” “prefer a different style”).
  • Photos (if needed: e.g., unopened packaging for unused shoes, defect details for faulty pairs).
  1. Our team will review your request within 24-48 hours and send a prepaid return shipping label (for eligible U.S. orders; international customers may cover return shipping unless the issue is our error).
  2. Ship the shoes back securely (use the original box if possible) with the provided label. Once we receive and inspect the item (3-5 business days after delivery to our warehouse):
  • Returns: Issue a full refund to your original payment method (refunds take 5-7 business days to appear, depending on your bank).
  • Exchanges: Send your requested size/style (if in stock) at no extra cost. If out of stock, we’ll offer a refund or store credit.

3. Defective or Damaged Products: We’ve Got You Covered

We take pride in the durability of our shoes—whether for hiking trails or work floors. If you receive a pair with a manufacturing defect (e.g., loose stitching, broken zippers, sole separation) or damage from shipping:

  • Report Promptly: Contact us within 7 days of delivery at [email protected] with your order number and clear photos of the defect/damage.
  • Our Resolution: We’ll either send a free replacement, issue a full refund, or cover return shipping for a replacement—whichever works best for you.
  • Note: Normal wear and tear (e.g., worn soles on hiking boots after months of use, scuffs on casual shoes) is not a defect—our shoes are built to last, but all footwear shows signs of use over time.

4. Order Issues: Missing, Incorrect, or Delayed

We strive to fulfill every order accurately and on time. If you run into issues:

  • Missing Items: If your order arrives with a missing pair, email us within 7 days of delivery with your order number and a photo of the received items/packaging. We’ll ship the missing shoes for free or refund the missing portion.
  • Incorrect Items: Received the wrong style, color, or size? Follow the return process—we’ll cover all shipping costs for a replacement and send the correct pair immediately.
  • Delayed Orders: Standard shipping takes 3-7 business days (U.S.) and 7-14 business days (international). If your order is delayed beyond the estimated time:
  1. Check your order confirmation for a tracking link (we provide tracking for all orders).
  2. If tracking shows no movement for 5+ business days (U.S.) or 10+ business days (international), email us—we’ll investigate with the carrier and update you within 48 hours. If the order is lost, we’ll reship or refund in full.

5. Care & Maintenance Guidance

To help your Keenfootwearn shoes last longer (whether hiking boots or work shoes), we’re happy to share care tips:

  • Email us at [email protected] for advice on cleaning water-resistant hiking boots, conditioning leather casual shoes, or preserving the slip resistance of work shoes.
  • Refer to the care label inside your shoes for basic guidelines (e.g., avoid machine washing for leather pairs).

6. Privacy & Data Protection

Your trust matters. We never share your personal information (name, email, shipping address, payment details) with third parties except to fulfill your order (e.g., shipping carriers) or as required by law.

7. How to Reach Us

The best way to connect with our team is via email:

  • Email: [email protected]
  • Hours: We respond to emails Monday-Friday, 9 AM–5 PM (EST). Emails sent on weekends or holidays are addressed on the next business day.

We value your feedback—whether it’s a compliment about your hiking boots, a concern about fit, or a suggestion for new styles. Your input helps us improve for you and the entire Keenfootwearn community.

Thank you for choosing Keenfootwearn. We’re honored to be part of your journeys—from mountain trails to workdays—and we’re here to support you every step of the way.