At BROOKS Sales Shop, we’re committed to delivering high-performance footwear to runners and outdoor enthusiasts worldwide. Our shipping and returns policies are designed to ensure you receive your gear quickly and can shop with confidence.

Shipping Information

Order Processing

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

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

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

Note: We ship globally except to restricted Asian countries and some remote regions. International customers may be responsible for customs duties and taxes.

Returns & Exchanges

We stand behind our performance footwear including running shoes, trail footwear, boots, and sandals. If you’re not completely satisfied, we offer a straightforward returns process.

Eligibility Requirements

  • 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

Important Hygiene Notice: For health and safety 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.

Non-Returnable Items

The following items cannot be returned unless defective:

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

How to Return an Item

Step 1: Submit Your Request

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

  • 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)
    • 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 processed within 3-5 business days after we receive and inspect your return
  • Credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • 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: Customers outside the US are responsible for return shipping costs and any customs fees. Refunds issued in USD may be subject to currency conversion rates. Mark packages as “Returned Goods” to avoid customs charges.

Damaged or Defective Items

If you receive damaged or defective products (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

Need Help?

For questions about our policies or to check your return status, contact our customer service team at [email protected]. We’re runners too, and we’re happy to help you get the perfect fit for your active lifestyle!