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Shipping and Delivery

  • Which couriers do you ship with?

    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. 

  • How long does it take to receive an order?

    We offer dynamic delivery estimates based on your shipping postal code and the item you’re ordering. 

    To view an estimated delivery date, simply add your desired item to your shopping cart and enter your shipping postal code at checkout. Your estimated delivery timeframe will be displayed before you complete your purchase. 

  • What do I do if my order has been lost or stolen?

    If your order appears to be lost or marked as delivered but you can’t locate it, we recommend first checking the tracking information directly on the courier’s website for the most up-to-date delivery details. 

    You may also want to check with your building manager or concierge, as well as other members of your household, to see if the package was received on your behalf. 

    If you’re still unable to locate your order, please contact our Customer Care team. You can reach us by SMS, chat, or phone, and we’ll review the situation with you. 

  • How can I track my order?

    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.” 

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

    Please contact our Customer Care team as soon as possible so we can review your order and determine whether any changes can still be made before it ships. 

    You can reach us by SMS, chat, or phone. 

  • Do you ship internationally?

    At this time, we only ship within Canada. All orders must be placed using a Canadian credit card and shipped to a Canadian address.

  • Can I pick up my order in store?

    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. 

  • What if I place an order outside of store hours?

    Orders placed outside of store opening hours will be processed once the store reopens. 

    Please allow up to 2 hours after opening for your order to be ready for pickup. You’ll receive a notification once your order is ready. 

    To view store hours and locations, visit our store locations page. 

  • What happens if I place an order close to closing time?

    Orders placed within 2 hours of a store’s closing time may be available for pickup the following day. 

    Please note that pickup availability may vary depending on the order and store location. We’ll send you a notification once your order is ready for collection. 

  • When can I pick up my order?

    Please wait for your pickup confirmation email before visiting the store. This email will confirm that your order has arrived and is ready for collection.

  • What if my item is damaged, missing, or delayed?

    If we’re unable to fulfill your order within the expected 2-hour window, or if an item is damaged or missing, we’ll review the order and determine the appropriate next steps. 

    Where applicable, we may arrange to have a replacement item shipped to the store as quickly as possible. 

  • Do regular return policies apply to in-store pickups?

    Yes. Our standard return and exchange policies apply to all orders, including orders picked up in store.

  • How long will you hold my purchase in store for me?

    Once your order is ready for collection at your selected Browns or B2 location, we’ll hold it for 90 days. 

    If your order hasn’t been collected within 90 days, it will be refunded. Don’t worry—we’ll send you a friendly reminder before the refund is processed. 

  • What are your shipping fees?

    Our shipping fees and delivery options are based on the total value of your order.

    • Orders under $50: Standard shipping is $8 CAD or Express shipping is $12 CAD.
    • Orders of $50 CAD or more: Standard shipping is free, or you can choose Express shipping for $10 CAD.

    Please note that Express shipping may not be available for every order. If this option does not appear at checkout, it means it is not available based on factors such as the items in your order or your delivery address. 

  • Are all shipments sent with “signature required”?

    No. Signature requirements are not applied to all shipments. 

    Whether a signature is required depends on several factors, including the item’s allocation, the delivery postal code, and the carrier assigned to your order. 

  • How can I add delivery instructions or provide my buzzer code?

    Our checkout currently does not have a separate field for delivery instructions. However, you can include your buzzer code directly in the address field when placing your order. 

    For example: 

    Unit 5 – 123 Main Street (Buzzer 1234) 

    Including your buzzer code within the address helps ensure the carrier receives the information needed to complete your delivery. 

    For specific delivery instructions or requests, we recommend contacting the carrier directly once your order has shipped.

  • I’m trying to place a Ship-to-Store order, but I can’t select the store I want. What should I do?

    In some cases, a store may not appear as an available pickup option based on your location or proximity to the store. 

    As a workaround, you can try entering the full address of your preferred store in the shipping address section. This may prompt the Ship-to-Store option for that location to appear. 

    If you’re still unable to select your preferred store, our Customer Care team will be happy to assist.