Shipping & Returns Policy

At Brooks Store, we’re committed to providing high-performance footwear for active lifestyles while ensuring a smooth shopping experience from delivery to returns. Below you’ll find all the details about our shipping options and return process.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to meet your needs:

• Standard Shipping ($12.95):
  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after shipment
  • Includes tracking and insurance
• Free Shipping (orders over $50):
  • Carrier: EMS
  • Delivery time: 15-25 business days after shipment
  • Includes basic tracking

Returns & Exchanges

We stand behind our performance footwear for hiking, running, trail running, walking, and lifestyle activities. If you’re not completely satisfied with your purchase, we offer a straightforward return process.

Eligibility Requirements

• Items must be returned within 15 days of delivery
• Products must be unused, unworn, and in original condition with all tags attached
• Original proof of purchase is required

Non-Returnable Items

For hygiene reasons, we cannot accept returns on:

• Worn footwear (showing signs of wear on soles or interior)
• Items without original tags or packaging
• Personalized or custom-ordered products

Return & Exchange Process

1. Initiate Your Request:

   Email our customer service team at [email protected] within 15 days of receiving your order. Include:

   • Your order number
   • Details about the item(s) you wish to return or exchange
   • Reason for return/exchange
   • For exchanges: specify preferred replacement item
2. Receive Authorization:

   We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.

3. Package Your Items:

   Securely pack the items in their original packaging with all tags still attached. Include a copy of your order confirmation.

4. Ship Your Return:

   Mail the package to:

   Brooks Store Returns
   929 Rocky Road
   Philadelphia, PA 19108
   USA

   We recommend using a trackable shipping service as you’re responsible for items until they reach our warehouse.

5. Processing:

   Once received, we’ll inspect the items and process your return or exchange within 3-5 business days.

Return Shipping Costs

• Standard Returns: Customer is responsible for return shipping costs unless the return is due to our error or defective product.
• Free Returns: We cover return shipping for defective items or incorrect shipments due to our error.

Refund Information

• Processing Time: 3-5 business days after we receive and inspect your return
• Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
• Timing: Depending on your financial institution, it may take 3-10 additional business days to appear on your account
• Original Shipping Costs: Non-refundable unless the return is due to our error

Exchange Process

• Follow the standard return process above
• Clearly indicate in your email that you want an exchange and specify the replacement item
• If exchanging for a higher-value item, you’ll need to pay the difference
• For lower-value exchanges, we’ll refund the difference
• Exchanges are subject to product availability

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the issue. We’ll arrange for a free return and replacement at no cost to you.

Need Help?

For any questions about our shipping or returns policy, contact our customer service team at [email protected].

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