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Frequently asked questions

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  • How can I track my order? Once an order has shipped out, we will send you an email with the tracking number.

    Once your order has shipped, we’ll send you an email with your tracking information. Simply click the tracking link in the email to view the latest delivery updates directly on the courier’s website. 

    You can also track your order through the “Track Your Orders” link at the bottom of our website. 

    If you have a Browns account, you can also view your order status and tracking information under “My Orders” → “Order History.” 

  • How do I return my order? All unworn items from online orders may be returned free of charge within 30 days of delivery.

    Unworn items purchased online may be returned free of charge within 30 days of delivery. Socks must be unworn and returned in their original, unopened packaging. 

    For a quick and easy return, you can visit any Browns or B2 location. Please bring your original invoice or order confirmation email. 

    If you prefer to return your order by mail, you can use our prepaid return service through FedEx or Canada Post. Print a prepaid return label. 

    For purchases made at a Browns or B2 store, returns and exchanges must be completed at a store location. Store purchases cannot be returned by mail. 

    Please note: 

    • Shipping fees are non-refundable. 
    • The original shoe box is not required, although the original packaging is preferred. 
    • Socks must be unworn and in their original, unopened packaging. 


  • Can I pick up my order in store? Enjoy our free in-store pick-up for safety & convenience!

    Yes! Enjoy free in-store pickup when you shop online. 

    At checkout, select “Ship to Store” and choose your preferred Browns or B2 location. Your order will be shipped directly to the selected store. Please keep the estimated delivery date to the store in mind when placing your order. 

    Once your order has arrived and is ready for collection, you’ll receive a pickup notification email. 

    To find your nearest location, visit our store locations page. 

  • Which couriers do you ship with? We ship with several different carriers to ensure that you receive your package as quickly as possible: FedEx, Intelcom, Canada Post, Obi Box, Uni Uni.

    We work with several delivery partners to help get your order to you as quickly as possible. Depending on your location and order, your package may be shipped with FedEx, Intelcom, Canada Post, OBI Box, or UniUni. 

    Once your order ships, you’ll receive an email with your tracking information. Please allow up to 24 hours for tracking information to appear or update in the carrier’s system. 

    If any action is required to update your delivery information, the carrier may contact you directly by email. 

  • Do you have a warranty policy? At Browns, we are committed to delivering exceptional customer service and addressing your concerns with care.

    At Browns, we’re committed to providing quality products and exceptional customer service. If you believe your item may have a manufacturing defect, we invite you to bring it to one of our stores so our team can assess the item and determine whether it may be covered under our warranty. 

    Waterproof Items: Browns offers a 1-year warranty on waterproof products against manufacturer defects related to waterproofing. Please bring the item and your original proof of purchase to any Browns store and speak with a store manager. 

    If you don’t have your original invoice, a printed credit or debit statement may be accepted as proof of purchase. 

    All Other Items: If you believe your product may have a manufacturing defect, we invite you to visit your nearest Browns Shoes or B2 retail location. Our team must inspect the item in person, along with your proof of purchase, to determine whether the issue may be covered under our warranty. 

    A manufacturing defect refers to an issue with the workmanship or materials of the product. Our warranty does not cover: 

    • Normal wear and tear 
    • Unintentional or accidental damage 
    • Natural aging or deterioration of colors and materials over time 

    Once our team has assessed the item, they’ll be able to provide more information on the available options, if applicable.