Last Updated: October 26, 2023

At BROOKS Shoes Shop, we’re dedicated to supporting your active lifestyle from the moment you click “order” to every mile you run, train, and live in our gear. We understand that performance depends on perfect fit and reliable equipment. Our shipping and returns policies are designed with your speed, simplicity, and satisfaction in mind.

Our Target Community

We serve the global active community—runners, trainers, athletes, and fitness enthusiasts of all levels. Whether you’re hitting the court, the trail, the gym, or the street, our curated selection from categories like Running, Cross Training, Court, Casual, and essential Gear & Accessories is built to meet your demands. We cater to dedicated individuals who value quality, innovation, and a seamless support experience.

Shipping Information

We strive to get your gear to you as quickly and reliably as possible.

Order Processing

All orders are processed within 1-2 business days (Monday-Friday, excluding holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two primary shipping options to serve our global customers (serving most regions, excluding some remote areas):

  • Standard Shipping (Fee: $12.95):
    • Carrier: DHL or FedEx
    • Estimated Delivery: 10-15 business days after shipment.
    • Ideal for faster, trackable delivery.
  • Free Shipping:
    • Carrier: EMS
    • Estimated Delivery: 15-25 business days after shipment.
    • Available on all orders over $50.

Please note: Delivery times are estimates and may vary due to customs processing, weather, or carrier delays.

Our Returns & Exchanges Promise

We stand behind our products. If your gear doesn’t meet your expectations, we offer a straightforward 15-day return or exchange window from the date you receive your items.

⚠️ Important: Non-Returnable Items

To ensure the health, safety, and integrity of our products for all customers, the following items cannot be returned or exchanged unless they arrive defective or damaged:

  • Electronics (from the “Electronics” & “Gear” menu categories) – Due to software licensing and data privacy.
  • Bottles & Hydration Packs – For health and hygiene reasons.
  • Gloves, Hats & Headwear – For hygiene and personal use considerations.
  • Fitness Equipment that has been assembled or used.
  • Any item marked as “Final Sale” or purchased with a promotional discount explicitly stating “No Returns.”

Defective/Damaged Items: If you receive a faulty or incorrect item from any category, contact us immediately at [email protected] for a prepaid return and expedited solution.

Return Condition Requirements

To be eligible for a return or exchange, items must be:

  • In original, unworn, and unwashed condition.
  • In the original packaging with all tags, labels, and accessories attached.
  • Accompanied by the original packing slip or order confirmation.

The Return & Exchange Process: Step-by-Step

Step 1: Initiate Your Request

Within 15 days of delivery, email our Gear Support Team at [email protected]. Use the template below for a faster process:

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

Body:
Dear BROOKS Shoes Shop Team,

I would like to request a [Return / Exchange] for my order.

Order Number: [Please insert] Date of Delivery: [Please insert] Item(s) for Return/Exchange: – [Product Name, Size, Color] Reason for Return/Exchange: [e.g., Size, Fit, Style, Defective (please describe)]
I confirm the item(s) are in original, unworn condition with all tags and packaging.

My preference is:
[ ] Refund to original payment method.
[ ] Exchange for: [Product Name, Size, Color] (if available).
[ ] Store credit.

Full Name: [Your Name] Shipping Address (as on order): [Your Address] Email Address: [Your Email]
Thank you,
[Your Name]

Step 2: Receive Your RMA & Instructions

Within 1-2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and detailed instructions, including our return address:

BROOKS Shoes Shop Returns
4733 Harley Brook Lane
VOLCANO, US 95689

Step 3: Ship Your Return

  • Securely pack the item(s) with the original packing slip or order confirmation copy.
  • Clearly write the RMA number on the outside of the box.
  • We recommend using a trackable shipping service and keeping your proof of postage.
  • Return shipping costs are the customer’s responsibility, unless the return is due to our error or a defective product.

Step 4: Our Inspection & Final Processing

Once received, our team inspects returns within 3-5 business days. We will email you with the results.

Refunds, Credits & Exchanges

Refunds & Credits

  • Timing: Approved refunds are processed to your original payment method within 5-10 business days after inspection completion.
  • Method: Refunds are issued via the original payment method (Visa, MasterCard, JCB, or PayPal). Appearance on your statement depends on your financial institution.
  • Deductions: Original shipping fees are non-refundable.
  • Store Credit: If chosen, an electronic gift card is emailed immediately upon approval.

Exchanges

For size/color exchanges, we ship the new item as soon as the return is approved and stock is confirmed. We cover standard shipping for the replacement item, sent via DHL, FedEx, or EMS.

Need Help? Contact Our Gear Support Team

Our team, passionate about the active lifestyle, is here to help.

Email: [email protected]
Processing Time: We aim to respond within 24 hours on business days (Monday-Friday).
Please have your order number ready for faster service.

Thank you for choosing BROOKS Shoes Shop. We’re committed to supporting every step of your active journey.

shoes-outletshop.com | Serving the Global Active Community