Frequently asked questions
What is the Brooks return policy?
At Brooks, we know we make the best running gear in the world, and we are willing to stand behind that belief with a return policy to match. Brooks offers the Run Happy Promise—a promise that you’ll love your gear, and if you don’t, we will take it back for up to 90 days after purchase. Run in it, sweat in it, inside, outside, in the rain—if it doesn’t perform the way it should, send it back.
In general, the expected lifespan of performance running shoes is 300–500 miles, which can vary based on weather, surface, and temperature, among other factors. Running shoes are designed and manufactured for forward linear movement, so other uses (for example, sports that may require lots of lateral movement) may result in wear that is unexpected. Sports bras and apparel, especially those used in heavy rotation, are generally ready for replacement after 50 washes and 50 dries, which is usually about one year.
To start a return for gear purchased from brooksrunning.com, visit our Returns Center. You can learn more about the returns process here. To learn more about how to exchange gear purchased from brooksrunning.com, click here. We’re also happy to help with options for Brooks gear purchased from third-party retailers or received as a gift.
How can I exchange an item I received as a gift?
Someone you know has some great taste if you’ve received Brooks gear as a gift! We know your gift giver had the best intentions when setting you up with our gear, but it’s understandable if your gift isn’t quite the right fit or model. We’d love to get you squared away for your next workout with an exchange.
To request a gift exchange, fill out our Returns Information form and select “Gift” under the field Where did you purchase this product?. Drop the details of what you’d like to exchange your gift for in the Description field, and our Runner Experience team will review your request so you can get back in action as soon as possible.
Run Happy Promise 2024 holiday extension
If you are considering purchasing a gift from our website this holiday season but are worried that the recipient won’t love the fit or color, we’ve got you covered. As a special holiday treat, we are extending our return window for the 2024 holiday season.
All gifts purchased from our website between 11/20/24 and 12/31/24 will not start their return window countdown until 1/1/25. This means you or your recipient will be able to return or exchange gifted gear until 4/1/25.
Not sure what to get that runner in your life? A Brooks eGift Card is the perfect way to make sure they can get what they love and still easily make returns or exchanges on their own.
How do I return an item I purchased on brooksrunning.com?
We offer free returns for a full refund* within 90 days of purchase for Brooks gear purchased from brooksrunning.com. Run in it, sweat in it, get it dirty – we’ll still take it back even if it’s worn. To return your gear, follow the steps below.
- Start a return
To start a return, visit our Returns center, enter your order number and email address, and click “Start return.” - What would you like to return?
Click on the item you would like to return, then click the blue button near the bottom right-hand corner of the screen and select the return reason in the pop-up panel. Repeat this process for any additional items you’d like to return. If you are returning multiple quantities of the same product, be sure to adjust the quantity using the + icon (please note that you’ll only be able to select one return reason). If you added the wrong item to a return, you can click on the item again and click on the red “Do not return” button to remove it from your return.
Click the blue button near the bottom right-hand corner of the screen to continue to the next section.
- Please review carrier and drop-off locations.
FedEx will automatically be selected as the return carrier. All FedEx labels are SmartPost labels and can be used at any FedEx or USPS drop-off location. There is a list of nearby drop-off locations for your reference, which can also be viewed as a map by selecting the map pin icon, but you do not need to select a drop-off location.
Click the blue button near the bottom right-hand corner of the screen to continue to the next section.
- Return summary
Review your item(s) for return, then click on the checkbox next to “I acknowledge the Brooks Terms of Use as it applies to this return.”
Click the blue “Generate Label” button near the bottom right-hand corner of the screen to continue to the next section.
- Return confirmation
You will see a summary of your return, and you can scroll down to access your prepaid return label. You will also receive an email from Brooks Running with the subject line “You’ve started your return.” that contains a link to your return label. The return label is valid for 90 days from the initiation of your return. Package your gear and affix the return label to the package before dropping it off at a FedEx or USPS drop-off location.
Refunds will be confirmed via email no later than two business days from the receipt of the return. Please allow three to five business days for the credit to be processed through banking systems to your original form of payment. We’ll also be in touch via email with updates regarding your refund.
You can also check the status of your return at any time by visiting our Returns Center and entering your order number and email address in the “Track a return” section.
*Shipping service fees are nonrefundable
How do I exchange an item I purchased on brooksrunning.com?
Rather than a traditional exchange, which is slow and cumbersome, we speed things up by having you order your new gear on brooksrunning.com and return your existing gear using our standard return process. This gets your new product to you as fast as possible.
To start a return, visit our Returns Center, enter your order number and email address, and click “Start return.” You’ll be able to create a prepaid return label to send your gear back to us. For more assistance with starting a return, visit this article.
Refunds will be confirmed via email no later than two business days from the receipt of the return. Please allow three to five business days for the credit to be processed through banking systems to your original form of payment. We’ll also be in touch via email with updates regarding your refund.
You can also check the status of your return at any time by visiting our Returns Center and entering your order number and email address in the “Track a return” section.
How can I return or exchange an item I bought at a retail store?
If you bought your Brooks gear from another retailer, please contact them first for exchanges or returns. If they’re not able to help, just call, email, or chat with us, and we’ll work with you to find a solution.
Click here to contact us by email or call us at 855-427-6657 (855-4-BROOKS) Monday through Friday from 9 a.m. to 8 p.m. ET. Our Runner Experience Specialists are also happy to help via SMS at 206-899-4101 (message and data rates may apply), as well as the chat function in the lower right-hand corner. Just click the speech balloon to get started!
How should I package my return?
If you no longer have your original packaging, you can still send back your gear with our prepaid label. Here are some guidelines to follow:
- You can reuse other shipping boxes if you no longer have the original – just make sure there are no holes and remove or cover any other labels first.
- Use the order number associated with the gear you are returning when generating your prepaid return label from our Returns Center. Mixing items from different orders with one label may delay processing.
- Can’t fit everything from one order into one box? You will need multiple return labels if you are using multiple boxes. Our Returns Center will allow you to create different returns (and therefore different labels) if you are returning multiple items from one order and cannot fit them all in one box. To do this, select only the items that are going into your first box when creating your return. Then, repeat the process for the next box of items.
- Take your package with the prepaid label to either a FedEx or United States Postal Service (USPS) drop off location. We recommend FedEx when possible for the fastest service. UPS will not accept our prepaid labels.
How do I reprint my return label?
To reprint/reaccess your return label, you can either use the PDF version emailed to you or redownload it from our Returns Center.
When a return is requested a prepaid return label is automatically sent to the email that was used to place the order. To find this, go to your inbox and look for an email from Brooks Running titled “You’ve started your return,” which includes a link to a printable PDF.
If you are unable to locate your return email, visit our Returns Center, and enter your order number and email address under the “Track a return” section. Under “Items in your return,” you will be able to click a link to download and print your label.
The return label is valid for 90 days from the initiation of your return.
How can I track my return?
To check the status of your return, enter your order number (found in your confirmation email) and email address when you visit the Returns Center under “Track a return.” If you placed an order under an account, you can also log into your account to find your return request, tracking, and status information under your order history.
How long does it take for a refund to be processed?
Once your package is delivered to and scanned by the shipper (FedEx or USPS), we will process your refund. Please allow up to five business days for your bank to post the credit to your account after receiving our refund confirmation email. Email confirmation will be sent no later than two business days from when the carrier scans the return.
How do refunds work for Afterpay & Klarna?
When using one of our pay-in-four payment options, the refund processes a little bit differently than when using a credit/debit card. First, we will process the refund request in our system. This request will then be communicated to Afterpay or Klarna, who will directly handle your credit.
Afterpay
Once your refund is processed by Brooks and the request is sent to Afterpay, the money can take up to ten business days to be returned to your card(s), depending on your financial institution. Until the refund is confirmed and processed by Brooks (within two days after being scanned by the carrier), your original payment schedule with Afterpay will continue. If you have an upcoming payment, you can push it back on your account to allow time for the return to be registered and your invoice to be updated accordingly.
If you are still not seeing your refund after ten business days, please click here for related articles or to contact Afterpay directly.
Klarna
Once your refund is processed by Brooks and the request is sent to Klarna, the money can take up to fourteen days to be returned to your card(s), depending on your financial institution. Refunds are processed in different ways, depending on how much you have paid and if the store has processed a full or partial refund. Until the refund is confirmed and processed by Brooks (within two days after being scanned by the carrier), your original payment schedule with Klarna will continue. If you have an upcoming payment, you can report your return on your account to allow time for the return to be registered and your invoice to be updated accordingly.
If you are still not seeing your refund after fourteen days, please click here for related articles or to contact Klarna directly.