Shipping Policy

Shipping Policy - keenfootwearusstore

1. Introduction

At keenfootwearusstore, we are committed to providing reliable and efficient shipping services for your purchases of hiking, casual, work, and adventure shoes. This Shipping Policy outlines the details of our order processing, shipping methods, delivery timelines, tracking procedures, and related requirements. By placing an order on our website, you acknowledge and agree to the terms of this policy.

2. Order Processing

All orders are processed on business days (Monday to Friday, excluding major U.S. holidays such as New Year's Day, Thanksgiving, and Christmas). The processing timeline is as follows:
  • Standard Orders: Most orders are processed within 1-2 business days after payment confirmation. Processing may take longer during peak seasons (e.g., Black Friday, Cyber Monday) or for customized products, typically 3-5 business days.
  • Order Verification: To ensure the security of your purchase, we may contact you to verify your shipping address, payment information, or order details. This may extend the processing time, and we will notify you promptly if such verification is needed.
  • Order Cancellation/Modification: If you need to cancel or modify your order (e.g., change shipping address, adjust product size), please contact us via [email protected] within 2 hours of placing the order. Once the order has entered the processing or shipping stage, cancellation or modification may no longer be possible.

3. Shipping Coverage

We proudly offer global shipping services, covering all countries and regions worldwide. Whether you are located in the contiguous United States, Europe, Asia, Africa, or other parts of the world, we can deliver our products to your designated address. For remote areas with limited logistics access, our customer service team will contact you to confirm the shipping feasibility and additional details after you place the order.

4. Shipping Methods & Delivery Timelines

We partner with renowned international logistics providers (such as DHL, FedEx, UPS, and local qualified carriers) to ensure your orders are delivered safely and efficiently. The available shipping methods and corresponding delivery timelines (excluding order processing time) will be displayed during checkout based on your shipping address, and the key details are as follows:
  • Standard International Shipping: This is the most cost-effective option for non-urgent orders. Delivery typically takes 7-15 business days after the order is shipped, depending on the destination country/region and local customs clearance efficiency.
  • Express International Shipping: For faster delivery, you can choose express services. Delivery is usually completed within 3-7 business days after shipment, and a signature upon delivery is required. This method is recommended for time-sensitive orders.
Note: Delivery timelines are estimates provided by our logistics partners and may be affected by factors such as customs clearance procedures (which vary by country/region), weather conditions, natural disasters, or local transportation disruptions. We will make every effort to coordinate with carriers to minimize delays but cannot guarantee exact delivery times.

5. Shipping Fees

Shipping fees are calculated based on the weight and dimensions of your order, the selected shipping method, and your shipping address (including the destination country/region and remote area surcharges if applicable). The exact shipping fee will be automatically calculated and displayed during the checkout process before you confirm your payment. Shipping fees are non-refundable, except in cases where the delay or delivery issue is caused by our error (e.g., incorrect shipping address provided by us).

6. Customs Duties & Taxes

Please note that international orders may be subject to customs duties, taxes, or other fees imposed by the destination country/region. These charges are determined by the local customs authorities and are the responsibility of the recipient. We do not collect these fees during order placement, nor do we have control over the amount. For specific information about customs policies and potential charges, we recommend contacting your local customs office before placing an order.

7. Order Tracking

Once your order is shipped, we will send a shipping confirmation email to your registered email address. This email will include a unique tracking number and a link to the carrier's website, where you can check the real-time status of your package (e.g., in transit, undergoing customs clearance, out for delivery, delivered).
If the tracking information is not updated within 3 business days after receiving the shipping confirmation, or if the package shows as "delivered" but you have not received it, please contact us immediately via [email protected]. We will work with the carrier to investigate and resolve the issue promptly.

8. Delivery Requirements

  • Shipping Address Accuracy: Please ensure your shipping address is complete and accurate (including street number, apartment/unit number, city, postal code, country/region, and contact phone number). We are not responsible for delivery delays, losses, or non-delivery caused by incorrect or incomplete address information. If the package is returned to us due to an invalid address, you will be required to cover the re-shipping fee.
  • Signature Confirmation: For express shipping orders and orders with a value exceeding $100, a signature from an adult (18 years or older) at the shipping address is required. If no one is available to sign, the carrier will leave a delivery notice with instructions for rescheduling delivery or picking up the package at a local facility.
  • Package Inspection: Upon receiving your package, please inspect the outer packaging and the shoes immediately. If the package is damaged or the product is defective, please take photos of the damage and contact us within 48 hours of delivery to initiate a claim with the carrier and arrange for a solution.

9. Undelivered & Returned Packages

If the carrier is unable to deliver the package after multiple attempts (usually 3-5 attempts, depending on the carrier's policy) or if the package is rejected by the recipient, the package will be returned to our warehouse. We will notify you via email once we receive the returned package. You can choose to have the package re-shipped (at your own expense, including shipping fees and any applicable customs charges) or request a refund (excluding the original shipping fee and any customs fees paid by you).
Packages that are unclaimed at the carrier's facility and returned to us will be processed in the same manner. If we do not receive your response within 15 days of sending the notification, we will automatically process a refund for the product price (excluding shipping fees and customs charges).

10. Contact Us

If you have any questions, concerns, or inquiries about global shipping, customs issues, or other delivery-related matters, please contact our customer service team:
  • Official Email: [email protected]
  • Service Hours: Monday to Sunday, 9:00 AM - 8:00 PM (Eastern Time)
  • Response Time: We aim to reply to all shipping-related inquiries within 24 hours (excluding weekends and major holidays).

11. Policy Updates

We may update this Shipping Policy from time to time to reflect changes in our logistics partners, international shipping regulations, or business operations. When updates are made, we will revise the "Last Updated" date at the bottom of this policy and post the new version on our website. Your continued use of our services after the update constitutes your acceptance of the revised policy.
Last Updated: 2025-12-04