At Keenfoolwear, we carefully handpick and inspect every pair of hiking-ready footwear before dispatch. Due to our thorough quality control process, orders typically require 5-7 business days to process before shipping—longer than standard retailers to ensure your gear meets rugged trail standards. If you need to cancel, email [email protected] within 4 hours of purchase (extended window for outdoor enthusiasts). Once processing begins, cancellations cannot be accommodated as our team starts preparing your footwear for adventure.
We stand by our trail-tested footwear with a 21-day return window from delivery date—50% longer than typical policies because we understand outdoor gear needs proper testing. Whether you're exchanging for better traction fit or returning unworn shoes, this extended period allows real-world testing on varied terrain. Exchanges are available for size adjustments or different colorways within the same product line. For thru-hikers planning extended trips, contact us about special return considerations.
To protect our inventory of performance footwear, items must show no signs of outdoor use: soles must be completely clean of dirt/mud, uppers free from scuffs or water marks, and all original tags/laces attached. Footwear will be inspected for compression marks in the footbed—a critical check for hiking shoes. Return in the original box with protective packaging to prevent damage during transit. Pro tip: Use the included dust bags to keep pairs separated during return shipping.
Exchanges require meeting all return conditions above. For size exchanges, we'll ship your new pair within 10 business days (allowing extra time for our specialists to verify the replacement's quality). Colorway exchanges depend on current inventory of our technical footwear. If exchanging for a different model, the $25 price difference rule applies—upgrade to premium waterproof models by paying the difference, or receive credit for downgrades. Seasonal collection items may have limited exchange availability.
A $15 restocking fee applies to all non-defective returns, covering our specialized inspection and reconditioning process for outdoor footwear. This fee is waived if the return results from our error (wrong item shipped or manufacturing defects). Customers are responsible for return shipping costs—we recommend using trackable services with insurance, especially for international returns. For exchanges, we'll email a prepaid return label for U.S. orders (deducted from your refund if unused).
Refunds take 14 business days after we receive your return—this extended period allows our cobblers to conduct detailed inspections on every returned pair. You'll receive email confirmation when: 1) Your return is received at our facility 2) Inspection is complete 3) Refund is issued to your original payment method. For international orders, additional 3-5 days may be required for cross-border transaction processing.
Final sale items (clearance or custom orders) cannot be returned. Footwear purchased with promotional discounts will be refunded at the paid price. For defective merchandise discovered after 21 days, contact us with photos/videos of the issue—we may offer repair services or store credit depending on the situation. Always keep your proof of purchase for warranty claims.
If your refund hasn't processed after 18 business days: 1) Check with your bank about pending transactions 2) Verify we've received your return via tracking 3) Email [email protected] with your order number and return tracking details. Our footwear specialists will investigate and respond within 3 business days. For urgent trail-ready gear needs outside return windows, mention "EXPEDITE" in your subject line for prioritized assistance.
