Order Status

What is the status of my order?

After placing an order, you can view its status by simply clicking on the "order history" option in the "customer service" section. From there, you will be able to view all information on your order. The "customer service" section can be accessed from the bottom of any page on the website.

How do I cancel my order?

To cancel an order, please contact Brownsshoes.com customer service at 1-866-720-7463 as soon as possible. Some orders are shipped very soon after they are placed and as a result it may not always be possible to cancel an order.

My status stills shows "Processing" - What does this mean?

A "processing" status means that your order has been received and we are in the process of gathering all the requested items in order to ship them out to you. You will receive an email notification with instructions on how to track your order once it has been shipped.

Why was my order / item cancelled?

Your order / item may have been cancelled if the item in your order was no longer available at the time of processing. Please note that orders / items are only charged at the time of shippment, so you will only be billed for items that you will receive.

Shipping and Delivery

Do you ship internationally?

We currently ship within Canada only.

Do you ship to P.O. boxes?

We do not ship to P.O. boxes. If you live in a community where delivery is restricted, the courier company may leave the package at your local mailing facility.

How can I track my order?

Once an order has shipped out, we will send you an email with the tracking number. Simply click on the link and it will take you to the Canada Post website where the order can be tracked. You can also track your order by clicking on the "Track your order" link at the bottom of every page on the website. If you have an account, you can also track your order by clicking the "order history" option in the "customer service" section.

How long will it be before I receive my order?

Expected delivery time with standard shipping is 7-10 business days.

Expected delivery time with express shipping is 4-6 business days.

** Please allow additional time for shipments to Territories and more remote locations.

I accidentally placed my order with the incorrect shipping address. What should I do?

Please contact our Customer Service Department at 1-866-720-7463 or by email at comments@brownsshoes.com

What are the shipping charges for returning an order?

Returns made in-store are free. Returns shipped using a Canada Post return label are subject to a $5.00 fee per item. To request a return label, please contact our Customer Service Department at 1-866-720-7463 or by email at comments@brownsshoes.com

What do you charge for standard shipping an order?

All orders below $198.00 before taxes are charged a flat rate fee of $5.00 for standard shipping. If your order is over $198 before taxes - standard shipping is free.

Will I have to sign for my package?

Typically, we do require a signature when we ship your package. However, if you are not home to sign your package, it will be available for pick-up at your local Canada Post location.

Returns

How can I Return an item?

If you're not satisfied with your purchase, all unworn merchandise (regular price and sale) may be returned in its original package, along with the original receipt (without it no refund will be credited), for up to 1 month from the date of purchase. Refunds will be credited in the manner in which the payment was made. Shipping charges are non-refundable.

A) For your convenience, return your purchase to a Browns or B2 store:
You may exchange or return at any of our Browns or B2 locations (except for Browns Outlet in Place Vertu) free of charge.

B) Return your purchase by courier:
To return a purchase by courier, please call our customer care department to request a return label at 1-866-720-7463 or by email atcomments@brownsshoes.com . Once you receive it by email, simply print it and tape it to your package. You can drop off your package at any Canada Post drop off location. A return fee of $5 per item and will be deducted from your refund.

How long will it take for me to get a refund?

Once your return is received and inspected, your refund will be processed and applied to your credit card (or original method of payment) within 2 days.

How can I obtain a return label?

Please call our customer care department to request a return label at 1-866-720-7463 or by email atcomments@brownsshoes.com

Can I return a gift that was sent to me?

We are very sorry that your gift did not work out. Please call Customer Service at 1-866-720-7463 for assistance returning the item. We are happy to help

Didn't find your answer?

For further information, please use the Customer Service Contact Form

Phone

1-866-720-7463
Monday through Friday,
9:00 - 5:00 EST

Address:

Customer Service/ E Commerce
790 Begin
St. Laurent, QC.
H4M 2N5
Canada

 

Payment Information

Is it safe to use my credit card and/or debit card on your site?

BrownsShoes.com guarantees a completely secure shopping experience. Brownsshoes.com is a "Verisign Secured" site, meaning that all credit card information and other confidential information are encrypted using SSL technology. BrownsShoes.com is also ScanAlert certified to be "HACKER SAFE", ensuring that your information is protected. ScanAlert's HACKER SAFE certification is the only security scanning technology recognized to meet the security standards of all major credit card companies - including Visa™ CISP and AIS, MasterCard™ SDP.

What forms of payment do you accept?

Brownsshoes.com currently accepts Visa, MasterCard and American Express (Canadian Credit Cards only). In order to better serve our clients, we are currently working on adding additional payment methods. Please check back soon for PayPal, Browns Shoes gift cards and debit card options from these banking institutions – TD, BMO, Scotia Bank and Royal bank.

Do you charge sales tax on the order?

Brownsshoes.com charges sales tax as we would in our Browns and B2 stores. If we do not have a store in your province or territory, only GST will be charged. Shipping charges are also subject to sales taxes. If your shipping address is in a different province or territory, you will be charged with respect to the shipping province / territory.

How do I use my Gift Certificate?

Shop as usual.At checkout, enter your gift certificate code in the "REDEEM GIFT CERTIFICATE" box in the "payment information" section and click apply. Your gift certificate amount will be applied towards your order.

Other Questions

Are there Brownsshoes.com gift certificates and/or gift cards?

Yes! If you're looking for the perfect gift or just doing some last minute shopping, Gift Cards are the perfect solution for you. Gifts Cards are sent by email and are redeemable online and at our retail stores. You can send gift cards as gifts to friends, family and loved ones!

How do we use our Brownsshoes.com free shipping code or discount code?

Simply enter your code in the "promotional code" box in your shopping bag and click apply.

Do you do back orders?

We do not do back orders. If an item is out of stock the Brownsshoes.com Customer Service Team will notify you as soon as possible. Out of stock orders or items will be cancelled.Please note that orders / items are only charged at the time of shippment, so you will only be billed for items that you will receive.

Do you match prices of other online merchants?

Unfortunately we do not match the sale prices of other merchants.

What is your price adjustment policy?

We unfortunately cannot make price adjustments online. Browns offers price adjustments on merchandise that goes on sale within 14 days of purchase, in stores only, provided the merchandise is brought in unworn along with the original receipt. We do not offer price adjustments for items that get further reduced once they are already on sale.

How do I unsubscribe from any of your mailing lists?

Call us at 1-866-720-7463 and one of our customer services representatives will take care of your request over the phone.

Email us at comments@brownsshoes.com and one of our customer services representatives will unsubscribe you from our email list.

I tried to check out and the item in my shopping cart disappeared, what happened?

We are sorry that you were not able to complete your order. The selection on Brownsshoes.com is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

How do I know my shoe size?

If you are unsure of your shoe size, you can measure your shoe size. Because the foot is three-dimensional, any two-dimensional measuring tool, such as a ruler or Brannock device® can only approximate your true shoe size. Please also keep in mind that manufacturers use different specifications in constructing their shoes and sizing may vary accordingly.

My email address has changed. How do I update this information to my current account?

You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:

1. Visit the website and click on "My Account" in the upper right-hand corner of the page.
2. Log in to your account by typing your previous e-mail address and password.
3. Once logged in, click on "Edit Profile", towards the right hand side of the page.
4. Type your new e-mail address on lines 3 and 4.
5. Verify your "Current password" at the bottom.
6. Click "Update Now."
7. Your e-mail will be updated.

Also, we would be happy to update your e-mail address for you over the phone. For security purposes, we ask that you call the Brownsshoes.com Customer service Team at 1-866-720-7463 to confirm your account information. Upon verification, we will be glad to take care of your request immediately. Please let us know if there is anything else we can help you with.

Are there any benefits to having an account with you?

With your Brownsshoes.com account, you will have access to the following information:

1. Your Account Information
2. Your Order History
3. Process a Return
4. Your Wish List
5. Your Email Subscriptions
6. Your Coupons and Gift Certificates

How can I get assistance if I need it?

We have two Quick and Easy Solutions - We're here to help you!

Call the Brownsshoes.com Customer Service Team:
Here for you from 9-5 pm EST Monday-Friday.
1-866-720-7463

Email the the Brownsshoes.com Customer Service Team:
We look forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible.
comments@brownsshoes.com