Customer Service Policy

Customer Service Policy - keenfootwearusstore

1. Service Philosophy

At keenfootwearusstore, we take "customer-centricity" as our core service concept. We are committed to providing thoughtful, efficient, and professional service throughout your shopping journey—from pre-purchase consultation to after-sales support. Our goal is not only to let you buy satisfactory footwear but also to experience a worry-free and pleasant shopping process.

2. Pre-Purchase Service

2.1 Product Consultation

Our customer service team is well-trained to master detailed information about all products, including material characteristics, size standards, functional advantages, and applicable scenarios (such as hiking, casual, work, or adventure). If you have any doubts about product selection, you can contact us via the official email ([email protected]) at any time, and we will provide personalized recommendations based on your needs.

2.2 Size Guidance

To help you choose the most suitable size, we provide a detailed size chart on each product page, which includes foot length measurement methods and size correspondence. If you are unsure about the size, our customer service staff will assist you in confirming the size based on your foot shape and wearing habits to reduce the trouble of return and exchange.

3. Order Service

3.1 Order Confirmation

After you place an order successfully, we will send an order confirmation email to your registered email address within 1 hour, which includes order number, product information, payment amount, and shipping address. Please check the information carefully. If there is any error, please contact us immediately to modify it (we can only modify the order information within 2 hours after the order is placed, and the order that has entered the shipment process cannot be modified).

3.2 Order Tracking

Once your order is shipped, we will send a shipping notification email containing the logistics tracking number and query link. You can use the tracking number to check the real-time transportation status of the package at any time. If the logistics information is not updated for more than 3 working days, please contact us, and we will coordinate with the logistics company to solve the problem for you.

4. Quality Assurance & After-Sales Service

4.1 Quality Commitment

All footwear sold on our website undergo strict quality inspection before leaving the warehouse, including appearance inspection, function test, and comfort test. We promise that the products you receive are brand-new and meet the quality standards. If you find any quality problems (such as breakage, degumming, inconsistent materials with the description) within 7 days after receiving the goods, please provide photos or videos of the problem products and contact us in time, and we will handle them for you free of charge.

4.2 Return & Exchange Policy

We support 30-day no-reason return and exchange service (counting from the date of signing for the goods) under the following conditions:
  • The product is in an unused state, with complete packaging, tags, and accessories, and no signs of wear or soiling.
  • Non-quality problems (such as inappropriate size, unsatisfactory style) require the customer to bear the return shipping cost; quality problems are borne by our store.
  • Customized products (if any) are not supported for return and exchange unless there are quality problems.
Return & Exchange Process: Contact customer service to apply for return & exchange → Obtain the return address and express requirements → Send the product back → We check the product → Process refund or send a new product (usually completed within 3-5 working days after receiving the returned product).

4.3 Refund Policy

After the return & exchange application is approved and we confirm the receipt and condition of the returned product, we will initiate the refund process within 1 working day. The refund will be returned to your original payment account, and the arrival time depends on the processing speed of the payment platform (usually 1-7 working days). You can check the refund status through your payment account or contact our customer service for inquiry.

5. Complaint Handling

If you are not satisfied with our products or services, please contact us directly via email. We will record your complaint details within 2 hours and assign a dedicated person to follow up. We promise to give you a clear handling plan within 24 hours and solve the problem to your satisfaction as soon as possible.

6. Contact Information

Official Customer Service Email: [email protected]
Service Hours: Monday to Sunday, 9:00 AM - 8:00 PM (Eastern Time). Emails received outside service hours will be processed on the next working day.