How can I retrieve my password?

Yes, it’s easy to retrieve your password. On the first page of the checkout process, or on the Account login page, click the link that says “Forgot your password? Click here.” Enter the email address you used to set up your account (or the email address provided during your initial purchase) and click on the “send” button. You will receive your password in a message sent to the email address provided.

Back to Top

How can I retrieve previous order numbers?

You can retrieve previous order numbers by logging into your account. On the brooksrunning.com home page, click on the “My Account” link. Log in, then click on “Recent Orders.” Here you will find complete details, including order numbers, related to previous purchases at brooksrunning.com.

Back to Top

What are your shipping options?

Orders are sent via standard ground shipping. Our main shippers are DHL, USPS and UPS. When your order is shipped, you will receive a shipping status email that includes a tracking number and link to the appropriate shipping company’s website to allow you to track your order online.

Expedited shipping is also available. Rates for 2-day delivery are $21.95 for the first three items, and $1.95 for each additional item. Three-day delivery costs $16.95 for the first three items, and $1.95 for each additional item.

Back to Top

Why do you require my email address?

Your email address is required so that we can communicate with you quickly and efficiently regarding your order(s). You will receive the following emails from us:

1. An order confirmation email will be sent after you click the "Complete Checkout" button.


2. Notification will be sent via email if there is a problem with your payment information, or if any additional charges (such as tax or additional shipping) may apply to your order and survey.


3. A shipping status email will be sent when your order's tracking information has been updated.


4. A final follow-up email will be sent 10 to 45 days after shipment to confirm your receipt of your order.

Back to Top

Do you charge sales tax?

Orders placed at brooksrunning.com are fulfilled by Brooks retailers across the country. Your order will be fulfilled by the retailer located nearest you that has your ordered items in stock. In the likely event that your order is fulfilled by a retailer in your state, sales tax will apply to your order. This will not be represented in your confirmation.

Back to Top

I’m a first-time customer. How do I order?

It’s easy to place an order at brooksrunning.com. As a new customer, you will not be asked to log in at checkout. Click on the “New Customer” link on the page that follows the shopping cart. The information you provide during checkout will be saved to a secure account that you can later access to track orders or request a return or exchange, and make your next purchase quicker and easier.

Back to Top

Is your site secure?

Absolutely. During the order process, all personal information is transmitted via Secure Socket Layers (SSL), the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.

To be sure your connection is secure, look at the bottom status bar of your browser window during checkout. If you see an unbroken key or a closed lock (depending on your browser) the SSL is active and your information is secure.

Back to Top

What forms of payment do you accept?

For purchases at brooksrunning.com, we accept payment by Visa, MasterCard, American Express, and Discover. An option called Bill Me Later is also available.

Back to Top

What is Shopatron?

Shopatron is an innovative network solution that allows Brooks Sports to offer its footwear and apparel directly to consumers online, while allowing local Brooks retailers to fulfill online orders. After your brooksrunning.com order is securely processed by Shopatron, running retailers in your area that have the items in stock have an opportunity to fulfill your order. If a retailer can not fulfill your order, it will be shipped directly from Brooks’ warehouse. As a result our partnership with Shopatron, orders at brooksrunning.com strengthen and support the specialty running retailers that represent the center of local running communities.

Back to Top

What is the purpose of having an account?

During the checkout process, your information will be saved to a secure account. This account allows you to log in to track orders and request returns or exchanges. The account includes your billing and shipping information for faster checkout next time. The personal information in your account is not accessible to or shared with any third parties.

Back to Top

Why do I have to use a U.S.-issued credit card?

We verify all transactions using Address Verification Service. All banks within the United States participate in this service, but unfortunately, no banks outside the U.S. (or very few, at best) do. For this reason, we can only take cards issued by banks within the U.S.

Back to Top

I know the name of the item I want. How can I find it?

The easiest way to find your item is to use the product search feature that appears on the right side of the top navigation throughout the site. Simply enter the product name or style number in the search box, and click the GO button to the right.

Back to Top

Can Brooks running shoes be used for walking?

Yes. Brooks running shoes are more than adequate for both walking and running.  Both activities are linear/forward-motion activities (rather than side to side) and require the same shoe characteristics.  In general, a running shoe is going to provide better cushioning, better support, and better breatheability than a typical walking shoe.  The only advantage of a walking-specific shoe is that it has a lower heel, which tends to keep competitive walkers from dragging their heels.  If you don't have problems with this, then go ahead and walk in your Brooks running shoes!

Back to Top

Can I wear Brooks trail running shoes on the roads?

Yes. While the treads and uppers of all Brooks trail shoes are designed for off-road conditions, they provide great cushion and can be worn on the roads. See: Brooks trail shoes for men, Brooks trail shoes for women.

Back to Top

Can I wear your shoes with orthotics?

All our trainers have removable sockliners and accommodate orthotics extremely well. Orthotics can provide a significant amount of support, so it’s important to find the right of combination of shoe and orthotic support to assure proper correction -- without having too much correction.

Back to Top

How do I know my size?

Footwear Sizing and Fit
If possible, visit your local running and walking footwear store for a proper fitting and guidance to help you find just the right Brooks shoe. Click here to find a Brooks retailer near you. Our online Shoe Advisor will provide shoe recommendations based on your answers to several questions. Otherwise, a general rule of thumb is to order Brooks running shoes one size larger than your dress shoes.

Apparel Sizing
Click here to view our Fit and Measurement Guide, for help in finding the right Brooks apparel size and fit for you.

Back to Top

How do I know what shoe is right for me?

If possible, visit your local running and walking footwear store for a proper fitting and guidance on finding just the right Brooks shoe for you. Click here to find a Brooks retailer near you. Or, visit our online Shoe Advisor for shoe recommendations based on your individual biomechanical needs.

Back to Top

I have bunions - what running shoe will work for me?

Overpronation is one major cause of bunions.  Look for a shoe that provides good motion control support, and has a generous forefoot which will not put pressure on the bunions. The Adrenaline GTS, Addiction, Beast, and Ariel are good shoes to look at purchasing.

Back to Top

I have plantar fasciitis - what running shoe will work for me?

Plantar fasciitis is often caused by excessive pronation and the foot twisting and turning too much in the shoe. Look for a running shoe with more stability than what you are currently wearing. Most runners with plantar fasciitis will find a shoe in the Support or Control category works best.

Back to Top

What running shoes work best for supinators?

Look for a shoe in from our Neutral product category. You will want to avoid shoes that offer motion control support. See: Neutral running shoes for Men, Neutral running shoes for women.

Back to Top

When will my order ship?

We process and ship your order within three business days. You will receive an email when your order has shipped.

Back to Top

Do you ship internationally?

At this time, brooksrunning.com offers shipping only within the United States (including Alaska and Hawaii).

Back to Top

How can I track my order after it ships?

When your order is shipped, you will receive an email that includes a tracking number and link to the shipping company’s website, for easy tracking of your order’s progress online. This shipping status email also includes the shipping method used, transit time and shipping date.

Back to Top

How do you handle partial or split orders?

Orders placed at brooksrunning.com are fulfilled and shipped by retailers across the country. If you place an order that includes multiple items, you have the option during the checkout process of choosing between “Multiple Packages” and “Single Package” options.

The “Multiple Packages” option allows your items to be shipped separately from different retailers in the event that no nearby retailer has all of the items in your order. This will ensure that you receive your items as quickly as possible, but may result in additional shipping charges as a result of your items being shipped separately.

By selecting the “Single Package” option, you ensure that all of your ordered items are shipped together in one package. If no nearby retailer has all of the items you ordered, the order will not be split up. It may take longer for your order to arrive, however, as it may be shipped over a longer distance.

Back to Top

How much does shipping cost?

For orders up to $124.99, a flat shipping cost of $6.95 applies. For orders equaling $125 or more—after any applied discounts and before taxes,  shipping is FREE!

Back to Top

When will I receive my order?

Estimated delivery time is seven to 10 business days from the date of purchase.

Back to Top

Do you offer shoes in widths?

Yes. Running shoes offered in widths include the popular Adrenaline GTS, Radius, Dyad, Beast (men’s only), Ariel (women’s only), and Addiction. For walking shoes available in widths, check out the Addiction Walker, Addiction Walker V-Strap, Synergy, and Turin.

Back to Top

How do I know what size Brooks shoes and apparel will fit me?

Footwear Sizing and Fit
The right size for you (relative to your dress shoe size) depends on two main things: the distances you plan to run at one time, and how your individual body responds. As people go for longer runs (generally 8+ miles), their feet tend to swell and take up room in their shoes. However, everyone's body responds differently. Some feet don't swell until running 12+ miles, others are affected at mile 5, and some not at all.

If possible, visit your local running and walking footwear store for a proper fitting and guidance to help you find just the right Brooks shoe. Click here to find a Brooks retailer near you. Our online Shoe Advisor will provide shoe recommendations based on your answers to several questions. Otherwise, a general rule of thumb is to order Brooks running shoes 1/2 to one size larger than your dress shoes.


Apparel Sizing
Click here to view our Fit and Measurement Guide, for help in finding the right Brooks apparel size and fit for you.ow do I know what size Brooks shoes and apparel will fit me?

Back to Top

My feet are different sizes. Can I place an order for a single pair of two different sizes?

Yes. To place this special order, contact your local specialty retailer and tell them you need to place a "mixed pair order."  There needs to be either a full size difference, or a two width difference, to place the order.

There may be a service charge to complete the purchase, please inquire at the time of order.

Back to Top

What do your fits (Relaxed, Semi-Fitted, and Fitted) mean?

• Fitted: Snug to the body throughout the garment.
  
• Semi-Fitted: Contoured to the body.
  
• Relaxed: Drapes loosely on the body.

Back to Top

What if I’m between sizes?

If you are between sizes for footwear, we recommend that you order up a half size. For apparel, choose a larger or smaller size based on your personal fit preference and body type.

Back to Top

How do I send my item(s) back for a return or exchange?

To return or exchange item(s):

1. Log in to your account via the “Account” link on our home page at brooksrunning.com or the link provided in your order confirmation email.
2. Click on “Recent Orders”.
3. Click on the order that includes the items you’d like to return or exchange.
4. Click on “View Details.”
5. Click on items to be returned or exchanged.
6. For a return, click “Create new RMA” (RMA stands for return merchandise authorization). For an exchange, click “Create New Exchange”.
7. Your return or exchange authorization will appear. Please make a note of it.
8. Instructions for completion of the return/exchange process will arrive via email, including return address.
9. Please allow three weeks for arrival of items requested in an exhange and for credit reimbursement from date on which you mail the returned item(s).

Please note that you are responsible for covering return shipping, via any method, and that CODs can not be accepted. For exchanges, we provide FREE outbound shipping for the new item.

Remember to protect your return by obtaining a tracking number and/or insurance from the post office, UPS, or whichever shipper you choose to return your items.

Back to Top

What is your policy for returns and exchanges?

Returns and exchanges are welcome within 30 days of the date of purchase.

Back to Top