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Order Status / My Account / International Shipping / Pricing and Billing / Buyer's Guide
Order Status
• How do I change quantities or cancel an item in my order?
• An item is missing from my shipment
• When will my backorder arrive?
Q. Has my order shipped?
A. Track your order HERE by inputing the sales order # (AKA Confirmation Number) you were emailed.
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Q. How do I change quantities or cancel an item in my order?
A. Click the "My Account" link at the top right hand side of our site to view orders you have placed. Then call Keen at 866.330.5336 to edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.
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Q. How do I track my order?
A. Track your order HERE by inputing the sales order # (AKA Confirmation Number) you were emailed.
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Q. My order never arrived.
A. Track your order HERE by inputing the sales order # you were emailed during order confirmation. If there is no UPS tracking available, feel free to call Keen for an update.
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Q. An item is missing from my shipment.
A. Check your packing slip to see if any of the items are noted as backordered. If your shipment has multiple boxes, one may have been delayed during shipping and arrive a day or two later. If the label on your box says 1 of 2, you know another box should be arriving shortly. You can track that order on UPS.com
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Q. My product is missing parts.
A. Call Keen and notify us of what parts are missing. We can either fulfill the missing item or direct you to the manufacturer for the missing part.
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Q. When will my backorder arrive?
A. Feel free to check in with Keen at 866-330-5336 for the estimated ship date for your item.
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My Account
• How do I edit my account information?
• I received the wrong product.
Q. How do I create an account?
A. Click the "My Account" link at the top right hand side of our site and follow the instructions for New Customers. By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more.
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Q. How do I edit my account information?
A. Click the "My Account" link at the top right hand side of our site and log in as a Registered Customer. From your My Account Dashboard you have the ability to view a snapshot of your recent account activity and update your account information. Select a link to view or edit information.
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Q. How much is my shipping?
A. Keen is proud to offer a standard flat rate shipping of $13.99 per order via UPS Ground.
The following addition may apply:
Orders with oversized item(s) may be subject to a single $9.99 additional charge per order.
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Q. I forgot my password.
A. Click the "My Account" link at the top right hand side of our site and click on Forgot Password? Enter your email address and we'll send you a new password.
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Q. How do I return my product?
A. Returns Procedure: Please call Customer Service at 1.866.330.5336 Monday through Friday from 8:00 AM – 5:00 PM PST (Pacific Standard Time) for a returned good authorization number (RGA number). Include the number with your return shipment and send package to: Keen Mobility 6500 NE Halsey Street Building B, Portland, OR 97213
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Q. I received the wrong product.
A. First, compare your emailed order confirmation with the packing slip to make sure the items received are not the items ordered. If you were shipped the wrong product, please call Keen 866.330.5336 to notify us of our error! Keen will ship you the correct item and provide you with a UPS call tag for the return of the mis-shipped item which we will of course need back!
Please note: If the item is NOT returned we WILL charge your account…after all, you would possess two products!
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Q. What is your return policy?
A.
- No returns will be accepted after 30 days.
- All returns should have an RGA (Returned Goods Authorization) number.
- All returns must be received in new and resalable condition.
- Specifications are subject to change without notice.
- Keen will provide the full reimbursement paid for qualifying returned items with the exception of shipping and a $25 restocking fee for customized products/sizes.
- If you receive merchandise as a result of a Keen error, you will be issued a credit for return shipping expense.
- If your order is missing items or has been incorrectly filled, please contact Keen Mobility.
- Short shipments should be reported within 5 days of receipt.
- Defective products should be returned to Keen Mobility for replacement as soon as discovered (see Limited Warranty). Please contact Keen Mobility to verify warranty. Upon receipt of a valid claim and faulty product, a replacement product will be shipped without delay including reimbursement for standard shipping costs incurred.
- For all other returns, we will credit your account for returned merchandise, minus the initial freight charges, once merchandise has been received, inspected, and confirmed to be in resalable condition. Credits will not be issued for items received in non-resalable condition.
- The customer is responsible for properly packaging and protecting the item during its shipping back to Keen Mobility.
- Any item customized by a party other than Keen cannot be returned.
- Credits for returns are issued only to original purchaser.
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Q. When will my order ship?
A. Keen is dedicated to shipping orders the same day so long as they are received by 12 noon PST (Pacific Standard Time). The following exceptions may occur:
- Product sizes not listed in Keen’s catalog (custom sizes) or less frequently ordered items may ship up to 3 business days after normal ship date.
- Large orders, pending product mix, may ship in multiple shipments on multiple days.
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International Shipping
• When will my order ship and what are my shipping charges?
Q. Do you ship to my country?
A. Please create an account by clicking the "My Account" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.
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Q. When will my order ship and what are my shipping charges?
A. Keen is dedicated to shipping orders the same day so long as they are received by 12 noon PST (Pacific Standard Time). The following exceptions may occur:
- Product sizes not listed in Keen’s catalog (custom sizes) or less frequently ordered items may ship up to 3 business days after normal ship date.
- Large orders, pending product mix, may ship in multiple shipments on multiple days. Alaska, Hawaii, and international shipments are billed actual freight. Keen will contact you within 24 hours with shipping total.
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Pricing and Billing
• I have a question on my charges.
• I need a copy of my receipt/invoice.
• When will my credit appear on my account?
• When will my credit card be charged?
Q. Do I have to pay sales tax?
A. Oregon has no statewide sales tax.
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Q. I have a question on my charges.
A. Please call our service team at 1.866.330.5336.
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Q. I need a copy of my receipt/invoice.
A. Request a copy of your invoice/receipt via email or phone or you can log into your account to see your orders.
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Q. When will my credit appear on my account?
A. Credit cards will be charged at the time your order is placed.
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Q. When will my credit card be charged?
A. Credit cards will be charged at the time your order is placed.
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Buyer's Guide
• How do I buy/redeem a gift certificate?
Q. How do I buy/redeem a gift certificate?
A. At this time, Keen does not offer gift certificates. If this is something you are interested in, please let us know! Email us at info@keenmobility.com.
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Q. How do I find my product?
A. There are a number of ways. You can use the Search field in the upper right hand corner and enter keywords. Think of same or similar words that may be in the name of the product, for example, if you are looking for a shower seat, search for “shower bench” or “bath seat.”
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Q. How do I navigate the site?
A. Notice that the vertical navigation is broken down into two categories. Keen Mobility branded products and Non-Keen branded products (distributed items by Keen). If you want to look for all products, the horizontal navigation combines both of those categories. Keen products are merged with Non-Keen products. You can also use the search area and enter keywords for products. Click here for FAQ’s or simply email us at info@keenmobility.com or call us at 866.330.5336. Monday – Friday 8 AM – 5 PM (PST).
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Q. How do I use a coupon?
A. During the check-out stage, enter your coupon number when prompted.
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Additional Support
Q. How do I contact you?
A. Email us any time at info@keenmobility.com or call us toll-free at 1.866.330.5336.
Monday – Friday 8 AM – 5 PM (PST).