Frequently Asked Questions

ORDER STATUS

  • To track your order, simply click on the “Track your orders” 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.

  • 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.

  • 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

  • Brownsshoes.com guarantees a completely safe shopping experience. The Brownsshoes.com website is protected by "DigiCert". All credit card and confidential information is safeguarded through encrypted SSL technology.

  • Brownsshoes.com currently accepts Canadian issued Visa, Visa Debit, MasterCard, American Express cards and Apple Pay.

  • 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.

AFFIRM

  • Affirm (formerly known as PayBright) is one of Canada’s leading installment payment platforms, providing shoppers with buy now, pay later solutions at their favourite retailers, both in-store and online. By selecting Affirm as a payment method at checkout, customers can enjoy their purchase immediately, while spreading their payments over time.

  • Yes. You’ll need:

    • To be the legal age of majority in the province or territory in which you reside
    • To be a resident of Canada
    • A Canadian Visa, Mastercard, Amex, or Discover credit card, or a Visa or Mastercard debit card (with the Visa/Mastercard logo), which can be used for online transactions
    • An SMS-capable Canadian phone number
    • To meet the minimum cart size required to use Affirm as a payment option at checkout
  • If your basket is eligible for ’Pay in 4’ with Affirm, the option will be presented at checkout. After confirming your phone number, you’ll be sent an SMS message to confirm your identity. You’ll then set up your payment method with Affirm and accept the terms of your payment plan.

  • Affirm currently accepts Visa and Mastercard debit or credit cards. Debit cards must have the Visa or Mastercard logo. Please note that prepaid cards are not accepted.

  • At checkout, you can set up convenient, automatic pre-authorized payments that debited/charged your Canadian Visa/Mastercard debit/credit card.

  • Affirm plans are available for orders between $50 and $4000 CAD.

  • You can use Affirm on BrownsShoes.com and in all Browns and B2 stores.

  • To learn more about Affirm and credit checks, please read this FAQ article on the Affirm help site

  • Please reach out to the Affirm team and they will be happy to look into the options available. You can contact them using this contact form.

  • For more information on late or NSF fees, please see this FAQ article on the Affirm help site.

  • Unfortunately, you cannot split up a payment with both a Browns gift card and a Affirm payment plan. To be eligible, the entire purchase must be processed using Affirm.

  • Please contact the Affirm team here.

  • Return by mail:

    • Once we receive the return shipment back to our warehouse your refund will be sent to Affirm within 7-10 business days. Your refund will then be processed through Affirm within 1 business day thereafter.

    Returns in store:

    • If you return your item within our regular return policy, your refund will be processed through Affirm within 1 business day thereafter
  • No, you will not be charged. If you’ve already made a payment to Affirm and are owed a refund this may take up to 5-10 business days to appear on your bank account or credit card statement. If you have any questions about the refund process, please reach out to the Affirm team through this contact form.

  • For help with your payment plan or if you haven’t received your confirmation email, please contact Affirm via their website.

  • Please use an alternate payment method to complete your purchase.

  • You can find them here.

  • For further information, please refer to Affirm’s help center or get in touch here.

SHIPPING AND DELIVERY

  • We currently only ship within Canada.

  • 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 courier’s website where the order can be tracked. You can also track your order by clicking on the "Track your orders" link at the bottom of every page on the website. If you have an account, you can also track your order by viewing the "Order History" option in the "My Orders" section.

  • Home delivery and ship to store: During check-out with us, we’ll calculate your expected delivery date based on the product(s) and location you wish to ship to. It could arrive as soon as the next day!

  • Please contact our Customer Care Department at 1.866.720.7463 or by email at support@brownsshoes.com.

  • All orders ship free.

RETURNS

  • All unworn items from orders placed online may be returned free of charge within 30 days of delivery. Please visit your local Browns or B2 location* for a quick and easy return.

    If you’d prefer returning your order via Canada Post, please click here to print a pre-paid return label.

    Procedure:

    1. 1. Pack unworn items in original shipping box or wrap shoe/boot box in craft paper to keep them clean and secure.
    2. 2. Remove or black out any old shipping labels, including the original shipping bar code.
    3. 3. After including a copy of your original bill, seal the box with tape.
    4. 4. Place the return label onto the box, and attach securely.
    5. 5. Drop off the package at any Canada Post location.

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

  • Once your return is received and inspected, your refund will be processed and applied to the original method of payment within 5-10 days and you will be notified via email as soon as the refund is processed.

  • To print a pre-paid Canada Post label for an eligible online order, simply click here.

  • 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

  • Price drop? Items that are reduced within 7 days of purchase are eligible for a price adjustment. Be sure to bring your original invoice and payment method with you or call us at 1.866.720.7463. One price adjustment per item.

    Questions or comments?

    Call us at 1.866.720.7463 or email us at support@brownsshoes.com

  • 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 support@brownsshoes.com and one of our Customer Care representatives will unsubscribe you from our email list.

  • 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.

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

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

    Contact our customer care team through our Live Chat by clicking on the speech bubble on the bottom of our site.

    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. support@brownsshoes.com

    Call the Brownsshoes.com Customer Care Team: 1.866.720.7463

    Monday - Friday: 8:00 AM - 11:00 PM EST

    Saturday - Sunday: 9:00 AM - 9:00 PM EST

Didn’t find your answers?

For further information, please use the Customer Care contact form

Phone

1.866.720.7463

Monday - Friday 8AM - 11PM EST
Saturday - Sunday 9AM - 9PM EST

address

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

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