At BROOKS Shop, we stand behind our performance gear with the same commitment we bring to designing our cross-training shoes and hiking accessories. If your purchase doesn’t meet your athletic expectations, we’ll make it right.

Our Return & Exchange Promise

We accept returns and exchanges within 15 days of delivery for most items in new, unused condition with original packaging and tags attached. Your satisfaction drives our performance.

Performance Note:

For hygiene and safety reasons, we cannot accept returns on:

  • Worn footwear (including cross-country running shoes and court sport shoes)
  • Used fitness equipment
  • Opened injury prevention & recovery products
  • Personal items like gloves and headwear with removed tags

How to Initiate a Return or Exchange

Follow these steps with the precision of a champion:

  1. Contact Our Team: Email [email protected] within 15 days of receiving your order with:
    • Your order number
    • Item(s) you wish to return/exchange
    • Reason for return
    • Whether you prefer refund or exchange
  2. Receive Authorization: Our athlete-focused support team will respond within 48 hours with return instructions and an RMA number.
  3. Package Your Items: Securely repackage the merchandise with original tags and packaging. Include a copy of your order confirmation.
  4. Ship Your Return: Send to:
    BROOKS Shop Returns
    9030 Pennington Place
    Montgomery, US 36117

    We recommend using a trackable shipping method. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Return Request Template

Use this template to expedite your return process:

Subject: Return Request – Order #[Your Order Number] Dear BROOKS Shop Team, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details: – Item(s) for return: [Product Name, Size, Color] – Reason: [Please specify] – Preferred resolution: [Refund to original payment method / Exchange for (specify product details)] Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Email Address] [Your Contact Number]

Refund Process

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after receipt
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timing:
    • Credit card refunds: 5-10 business days to appear on your statement
    • PayPal refunds: Typically processed within 24 hours

Note: Shipping fees are non-refundable unless the return results from our error.

Exchanges

For size or product exchanges:

  1. Follow the standard return process
  2. Clearly indicate your desired exchange item in your return request
  3. We’ll ship the new item once we process your return

Exchanges are subject to product availability. If your preferred item is out of stock, we’ll contact you to discuss alternatives or issue a refund.

International Returns

For our global athletes (excluding some remote Asian regions):

  • Follow the same return process
  • You are responsible for return shipping costs and any applicable customs fees
  • Refunds will be issued in USD

Damaged or Defective Items

If you receive damaged or defective performance gear:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange a prepaid return label if needed
  • Expect expedited processing of your replacement or refund

Questions?

Our support team runs as efficiently as our cross-training shoes. Contact us at [email protected] for any return-related questions.