At BROOKS Sales Shop, we stand behind our performance footwear and want you to be completely satisfied with your purchase of running shoes, trail footwear, boots, or sandals. If you’re not happy with your order, we offer a straightforward returns and exchanges process.

Return & Exchange Eligibility

  • Items must be returned within 15 days of receiving your order
  • Products must be in new, unworn condition with original packaging and tags
  • A copy of your order confirmation or receipt must be included

Note: For hygiene reasons, we cannot accept returns on sandals that have been worn or tried on without protective socks. All other footwear must show no signs of wear or dirt.

How to Initiate a Return or Exchange

Step 1: Submit Your Request

Email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:
Full Name:
Order Number:
Product Name(s) and Size(s):
Reason for Return/Exchange:
Preferred Resolution: (Refund / Exchange for [Product & Size])
Contact Phone Number:

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with:

  • Return authorization number
  • Shipping instructions
  • Return address (4556 Steve Hunt Road, Miami Springs, FL 33166, US)

Step 3: Ship Your Return

Package the items securely with all original packaging and documentation. We recommend:

  • Using a trackable shipping method (we are not responsible for lost returns)
  • Including your return authorization number on the package
  • Retaining your shipping receipt until the process is complete

Refund Process

  • Refunds will be processed within 3-5 business days after we receive and inspect your return
  • Your original payment method (Visa, MasterCard, JCB, or PayPal) will be credited
  • Original shipping fees are non-refundable
  • For exchanges, we’ll ship your new item once the return is received (additional shipping charges may apply)

International Returns

For customers outside the United States (excluding restricted Asian and remote regions):

  • You are responsible for return shipping costs and any customs fees
  • Refunds will be issued in USD and may be subject to currency conversion rates
  • Please clearly mark the package as “Returned Goods” to avoid customs charges

Damaged or Defective Items

If you receive a damaged or defective product (including manufacturing flaws in boots, racing flats, or trail shoes):

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll provide a prepaid return label if applicable
  • You’ll receive priority processing for replacement or refund

Non-Returnable Items

The following cannot be returned unless defective:

  • Worn sandals (hygiene reasons)
  • Customized or special order footwear
  • Items purchased through third-party retailers

For any questions about our returns policy or to check the status of your return, please contact our customer service team at [email protected]. We’re happy to help!