At BROOKS Shop, we’re committed to delivering performance gear with the same precision we put into crafting our cross-training shoes and hiking accessories. Below you’ll find everything you need to know about shipping your athletic essentials and our straightforward return process.

Shipping Information

Order Processing

We sprint through order processing in 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your gear ships.

Shipping Methods & Delivery Times

Standard Shipping (DHL/FedEx):
– Delivery: 10-15 business days after shipment
– Flat rate: $12.95 USD
– Recommended for time-sensitive orders

Free Shipping (EMS):
– Delivery: 15-25 business days after shipment
– Available for orders over $50 USD
– Best for non-urgent deliveries

Note: Delivery times may vary during peak seasons or due to customs processing. We currently ship worldwide except to some remote Asian regions.

Our Return & Exchange Promise

If your gear doesn’t meet your athletic expectations, we’ll make it right. We accept returns and exchanges within 15 days of delivery for most items in new, unused condition with original packaging and tags attached.

Non-Returnable Items

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

Step 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

Step 2: Receive Authorization

Our athlete-focused support team will respond within 48 hours with return instructions and an RMA (Return Merchandise Authorization) number.

Step 3: Package Your Items

Securely repackage the merchandise with all original tags and packaging. Include a copy of your order confirmation.

Step 4: Ship Your Return

Send to:
BROOKS Shop Returns
9030 Pennington Place
Montgomery, US 36117

Important:

  • Use a trackable shipping method
  • Return shipping costs are the customer’s responsibility unless the return is due to our error
  • We recommend keeping your shipping receipt until your return is processed

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 above
  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:

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

Need Help?

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