Customer Service Policy

1. Our Customer Service Mission

At KN Footwear (knkeep.com), we believe exceptional customer service is as important as the quality of our footwear. Our mission is to provide helpful, timely, and transparent support to every customer—whether you need help with an order, have questions about products, or require assistance with returns or refunds. We strive to make your experience with us smooth, respectful, and solution-focused.

2. Customer Service Channels

We offer multiple convenient channels to connect with our customer service team, so you can choose the method that works best for your needs:

Email Support

Our primary support channel for detailed inquiries, offering personalized assistance.
  • What to Include: For faster resolution, include relevant details like your order number, contact information, and a clear description of your request (e.g., "Order #12345 – Missing item" or "Product question: KN hiking boot sizing").
  • Response Time: We aim to reply to all email inquiries within 1–2 business days. During peak periods (e.g., holidays, sales), response times may extend slightly, but we will prioritize urgent requests (e.g., damaged deliveries, missing orders).

Mailing Address

For formal correspondence, feedback, or documentation (note: not for urgent inquiries):
  • Address: KN Footwear
313 Turkey Pen Lane
Lenoir City Tennessee 37772, United States
  • Response Time: Mailed inquiries will be addressed within 3–5 business days of receipt.

3. Service Coverage & Scope

Our customer service team is equipped to assist with the following:

Order-Related Support

  • Tracking order status (including following up on delays beyond our standard 6–12 day delivery window).
  • Resolving issues with order processing (e.g., payment errors, duplicate orders, canceled orders).
  • Updating order details (e.g., shipping address) only if requested before the order is processed (we cannot modify orders once they have shipped—see our Shipping Policy for details).

Product Assistance

  • Answering questions about product features, materials, sizing, and care (e.g., "How to clean KN shoes made with recycled materials").
  • Providing guidance on product selection (e.g., recommending hiking boots for specific terrains or work shoes for durability).
  • Sharing information about sustainability practices and ethical sourcing for our footwear.

Returns & Refunds Support

  • Guiding you through the return process (including providing return instructions and authorization, if needed).
  • Updating you on refund status (e.g., confirming when a refund has been processed, addressing delays beyond our 5–10 day refund timeline).
  • Resolving issues with returned items (e.g., rejected returns, partial refunds—see our Refund Policy for eligibility).

Shipping & Delivery Help

  • Assisting with missing tracking emails or tracking number issues.
  • Addressing delivery problems (e.g., damaged packages, undelivered orders, incorrect addresses—see our Shipping Policy for details).
  • Explaining expedited shipping options and timelines.

4. Special Cases & Escalation

We understand some issues may require extra attention. For the following scenarios, we have dedicated processes to ensure resolution:

Urgent Issues

If you face an urgent problem (e.g., a damaged product received, a missing order that is past the delivery window), mark your email subject line with "URGENT" and include all relevant details. We will prioritize these requests and aim to respond within 24 hours.

Unresolved Concerns

If you are not satisfied with the initial response to your inquiry, you may request to escalate your case to a senior customer service representative. Include your original inquiry details and order number in the escalation request, and we will review your case and provide a revised resolution within 2 business days.

Feedback & Complaints

We value your feedback—whether positive or constructive. For complaints, we will:
  1. Acknowledge your feedback within 1 business day.
  1. Investigate the issue thoroughly (e.g., reviewing order records, coordinating with our fulfillment team).
  1. Provide a clear resolution (e.g., refund, replacement, service adjustment) within 2–3 business days.

5. Service Standards & Commitments

To ensure consistent, high-quality support, we adhere to the following standards:
  • Transparency: We will always communicate clearly about timelines, limitations, and next steps (e.g., "Your refund will be processed within 5 days—we’ll email you once it’s complete").
  • Respect: Our team will treat every customer with courtesy, regardless of the issue.
  • Accountability: If we make a mistake (e.g., shipping the wrong product), we will take full responsibility and resolve the issue at no additional cost to you.

6. Additional Resources

For self-service support, explore these helpful tools before contacting our team:
  • FAQs Page: Answers to common questions about orders, shipping, returns, and products.
  • Size Guide: Detailed measurements and fit tips for all KN footwear styles (linked on product pages).
  • Policy Pages: Access our Shipping Policy, Refund Policy, Terms of Purchase, and Privacy Policy for detailed guidelines.
We are committed to supporting you at every step of your KN journey—from browsing our site to wearing your new shoes on your next adventure.