Ordering & Shipping FAQs

When you complete your order on Brother-usa.com we update you on the status of your order by email. These emails include, but are not limited to: • confirmation that your order was successfully submitted; • verification that your item(s) shipped, with tracking information; • information regarding any issues we may have encountered while fulfilling your order. You may also check your order and shipment status at any time via View Order Status or by logging into your account. If there are questions, please call Customer Service at 1-877-552-6255, Option 2, Monday - Friday 9 AM - 6 PM.

There are 2 easy ways to check the status of your order: 1. Visit our order status page. You will need your order number and email address associated with the order. 2. Log into My Account and review your order history. Please note: After your order ships, tracking information may take 48 hours to appear. If a tracking number is not shown next to each of your items ordered, your order is still pending. Once your items shipped, a clickable tracking number will be available. You will also receive a shipment confirmation email once your item(s) is on its way.

We make every effort to process your order the minute it is placed, therefore, we cannot guarantee that changes or cancellations can be made once your order is submitted. If an update is needed, please contact Customer Service at 1-877-552-6255 Monday - Friday 9 am - 6pm Eastern Standard Time.

Brother International Corporation (Brother) makes every effort to ship your order as fast as possible, but at times, your order may be delayed. Reasons for delays vary, but may include: • billing Information not matching what your credit card issuer has on file (including address and telephone number); • shipping to an address other than billing address; • shipping carrier delays due to inclement weather, carrier backlog and/or holiday. You may also check your order and shipment status at any time via View Order Status or by logging into your account. If there are questions, please call Customer Service at 1-877-552-6255, Option 2. Monday - Friday, 9 am - 6 pm Eastern Standard Time.

We are sorry that you were not able to complete your order. The selection on Brother-usa.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 in order to proceed.

While we are accepting phone orders, hold times may be much longer than usual. In order to ensure the most efficient order management process, we ask that you place your orders directly on www.brother-usa.com. Thank you for your patience as we all manage through this situation.

The Brother International Corporation (Brother) online store is only intended for end-user consumers purchasing products for their own personal or household use. Brother also reserves the right to refuse or cancel orders at any time if it believes that the products are being purchased for resale. Brother assumes no responsibility or liability for anything resulting from such refusals or cancellations or for e-mail notification failure. 

Brother knows that reliable and fast shipping is important to you. Most orders are shipped out on the same business day that the order is placed and confirmed. Whether ground or expedited shipping is selected during checkout, our weekday cutoff time is 1:00 PM EST. After those times, you can expect your order to ship the next business day. Please note, for orders placed on weekends, holidays or after cut-off times, shipment is also expected to take place the next business day. Brother partners with various shipping carriers and their delivery times may vary. Please note that Brother is free from liability in regards to carrier delays due to unforeseen circumstances such as weather, shipment backlogs, etc.

Yes, we do ship to APO/FPO/PO Boxes via U.S. Postal Service only. Please note: There is a weight restriction of 70 lbs. For any shipments above 70 lbs., a physical address must be provided.

Depending on the carrier of your shipment, all packages are delivered according to their schedule and guidelines. Any special arrangements need to be made directly with the carrier.

Merchandise you order may be filled from several locations, and items may arrive in 2 or more shipments. You will receive a separate shipping confirmation for each shipment we send you and your shipping charge (if applicable) will be split across the multiple packages. You may also check your order and shipment status at any time via View Order Status or by logging into your account. If there are questions, please call Customer Service at 1-877-552-6255, Option 2 , Monday - Friday 9 AM - 6 PM Eastern Standard Time.

Backorder means that we have accepted your order for a product, even though the product is not yet available in our inventory but is expected very soon. The backordered item(s) will be shipped as soon as the product is in-stock. Once the item ships, you will receive a shipment confirmation.

Items available will be shipped immediately. Backorders, if any, will be shipped as soon as possible.

Brother-USA accepts Visa®, MasterCard®, American Express®, and Discover® credit and debit cards. Payment by check or money order is not accepted.

An authorization hold (or pre-authorization) is placed on your card when an order is placed via debit or credit card. This generates what looks like a deduction of the purchase price from your funds available. The money is still in your account; however, the amount of the authorization hold is restricted from use. This process ensures the funds necessary to complete the transaction remain available until the order is processed. Once processed, the funds are deducted from your account. Please note, most holds last from 3 to 7 days; however, the holding periods do vary from bank to bank.­ ­ Brother International Corporation does not fully authorize the actual charge until processing of the merchandise; however, if there is a delay from the purchase date until the processing date of your merchandise, we will continue to authorize the purchase to verify the funds remain available. In the event that your order is cancelled, the hold is usually removed within 72 hours; however, you may contact your bank to request a release of any holds on your account. For more information on hold releases, please contact the bank that issued your card for their policy regarding authorization holds.

No, unfortunately we do not ship any orders via C.O.D. (CASH ON DELIVERY).

The rate and manner of applying taxes are determined based upon the rates and guidelines in effect at the time of purchase. These rates and guidelines are established by the government(s) presiding over the relevant shipping destination of your order. If you feel your order should be tax exempt, you must provide a valid tax exempt certificate at the time you place the order. Please note, sales made on Brother-USA.com are intended for personal use only and not for resale so we do not accept resale certificates.

In order to apply your tax-exempt status to purchases made directly with Brother, you must enroll in our tax exemption program listed below. Please note, you must have a valid tax-exempt certificate added to your account prior to placing your order.

 To enroll and submit a certificate please use the tax exemption wizard to guide you through the process of enrolling in the program. Instructions are below:
 • Login or create a new account here • Click on Manage Tax Exemption Certificates. • The page will display any certificates you already have on file. To add a new certificate, click “Add Tax-Exempt Certificate” and follow the wizard to complete enrollment. • Tax-Exempt status will be reflected in your account within 5-10 minutes after submission. Your certificate is subject to review and approval by the Brother Tax Department. The tax department will contact you via the email on file within 7 business days after submission if there are any problems with your tax certificate. If we are unable to verify your tax-exempt status or if your certificate is deficient, we reserve the right to charge the applicable sales tax to the payment method used for your purchase. Brother does not accept reseller certificates or EIN (Employer Identification Number) from the IRS as a valid tax-Exempt Certificate. Certificates are kept on file for one (1) year, unless the terms of your certificate specify otherwise.

Sales made on Brother-USA.com are intended for personal use only and not for resale so we do not accept resale certificates.

Brother International Corporation ("Brother") extends a 30-day Return/Exchange Policy for all products purchased directly from Brother. See more details on our return policy.

Please allow up to 30 business days for us to receive your return and process your credit. Once your return is processed, your refund will typically process back to your credit card within 3-5 business days depending on your financial institution. PayPal refunds will typically process within 7 business days but can take up to 30 business days. This time period includes the transit time for us to receive your return from the shipper, process your return and for the time it may take your bank to process our refund request.

Yes, valid Brother-USA.com promotions and discounts are available for use on our website and for phone orders.

If you have entered a coupon or promo code that has expired, is not valid or has already been redeemed, you will receive a message pertaining to its validity. Please be sure to check the code, expiration and qualifiers before attempting to redeem it.

Please enter all valid coupon or promo codes in the field labeled "Have a Coupon or Promo Code?" and click APPLY.

At this time, we do not offer group discounts via our website.

All Brother instant rebates are listed on our Deals page. Please be sure to sign-up for our emails to receive information about additional promotional offers from Brother!

To reset your password, visit the My Account login page and select the Forgot your Password? link. Enter the email address associated with your Brother-USA.com account. You will be sent an email with a password reset link and instructions. After you create your new password, it will be active immediately and can be used to sign in to your account.

An Extended Warranty is a great way to help protect your investment. In addition to the standard manufacturer’s limited warranty provided with your unit, we offer an optional extended limited warranty direct from Brother. This Extended Manufacturer’s limited warranty Agreement (EMA) is the only agreement available for your Brother product that is provided directly from the manufacturer. To purchase an EMA for your Brother product, please refer to your specific product support page or search Brother Support.

You can find a Brother Authorized Service Center on our site.