Order Status

What is the status of my order?

To track your order, simply click on the “Track your order” option at the bottom of the website under the Customer Care section. Enter your order information for a clear view of your current status.
From the moment you place your order, the processing begins. As we have numerous warehouse facilities, all items will be ordered into our main facility for shipment. If your status is “On Order” this indicates the item is on its way to our main facility. Once your order is processed and shipped, we will notify you via email with the tracking information.

How do I cancel my order?

To cancel an order, please contact Brownsshoes.com Customer Care 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.

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 or if the pair was refused at the quality control verification point. As all sale items are ordered in from store locations, we must verify the quality prior to shipment. If a pair is refused due to a quality control issue, we will always try to order in another pair for you. In the event that the item is then sold out, a cancellation may occur. Please note that orders / items are only charged at the time of shipment, so you will only be billed for items that you will receive.

Payment Information

What forms of payment do you accept?

Brownsshoes.com currently accepts Canadian issued Visa, MasterCard and American Express cards.

Do you charge sales tax on the order?

All Brownsshoes.com are subject to the appropriate sales tax. Shipping fees are also subject to sales taxes. If your shipping address is in a different province or territory from your billing address, you will be charged with respect to the shipping province / territory.

Shipping and Delivery

Do you ship internationally?

We currently only ship within Canada.

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 Care" section.

How long will it be before I receive my order?

Expected delivery time with standard shipping is 3-7 business days for ON and QC deliveries and 3-10 business days for all other provinces.

** 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 Care 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 Care Department at 1-866-720-7463 or by email at comments@brownsshoes.com

What are your shipping rates?

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?

All parcels are shipped via Canada Post and require someone to be home at the time of delivery to accept the parcel. However, if you are not home to accept your parcel, it will be available for pick-up at your local Canada Post location. For customers with Canada Post community mailboxes or parcel lockers, your delivery will go straight to your community mailbox.

Returns

What is your return policy?

Online purchases

If you are not completely satisfied with your order, merchandise may be returned to any Browns or B2 location*, or by courier, provided it is: (1) unworn, (2) in its original packaging, and (3) accompanied by the original receipt.
Merchandise purchased at regular price may be returned in store within 15 days of delivery and merchandise purchased on sale may be returned within 7 days of delivery.
If you wish to return your purchase via courier, please contact our Customer Care team at 1-866-720-7463 or by email at comments@brownsshoes.com to have a return label sent to you via email.
Merchandise must be shipped back to us within 15 days of delivery for items purchased at regular price and within 7 days of delivery for the merchandise purchased on sale.
Returns made by courier are subject to a $5 fee per item, which will be deducted from your refund. Please note that shipping charges are non-refundable and that all credits will be applied to the original payment source.
*Excluding Browns Outlet, Place Vertu, St-Laurent, QC

 

In-store purchases

Unworn merchandise purchased at regular price may be returned in store* within 15 days of purchase and unworn merchandise purchased on sale may be returned within 7 days of purchase.

*Excluding Browns Outlet, Place Vertu, St-Laurent, QC

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 the original method of payment within 2 days and you will be notified via email as soon as the refund is processed.

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 at comments@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 Care at 1-866-720-7463 for assistance returning the item. We are happy to help!

Other Questions

What is your price adjustment policy?

Browns offers a one-time price adjustment on merchandise purchased at regular price that goes on sale within 14 days of purchase and sale items that get further reduced within 7 days of purchase. Please note, we require the original invoice and original payment method to process the price adjustment.

How do I unsubscribe from any of your mailing lists?

Hit the unsubscribe button at the bottom of any Browns promotion email you’ve received. Alternatively, feel free to contact us at 1-866-720-7463 or via email at comments@brownsshoes.com and one of our Customer Care 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.

Are there any benefits to having an account with you?

Having a Browns account will allow you to save your billing and shipping information for faster check out on future online orders.

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 Care Team: 1-866-720-7463

Monday - Friday: 9:00 AM - 5:00 PM EST
Saturday: 9:00 AM - 5:00 PM EST
Sunday: 12:00 PM - 5:00 PM EST

Email the Brownsshoes.com Customer Care 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

Didn't find your answer?

For further information, please use the Customer Care Contact Form

Phone

1-866-720-7463

Monday-Friday 8:00 AM – 9:00 PM EST
Saturday-Sunday 9:00 AM – 5:00 PM EST

Address:

Customer Care
2255 Cohen
St. Laurent, QC
H4R 2N7
Canada