Frequently Asked Questions
Do you need help with any of these items? If so, click on the item.
Can I order by phone?
Yes, you can place an order by phone using our toll-free number 1-877-552-MALL (6255)
during our normal business hours Monday through Friday 9:00 A.M. – 5:45 P.M Eastern
How long will an item remain in my cart?
If you have logged into the system, an item placed in your cart will remain there
until you remove it from the cart or complete a transaction. If you have not logged
into the system, the item/items in your cart will be removed when the browser is
closed or 20 minutes of inactivity, whichever comes first.
What payment methods can I use? Do you accept checks or money
Can my order ship COD?
For your convenience we accept all major credit cards, Visa, MasterCard, American
Express, and Discover, check and money order. If paying by credit card, the
billing address for your order must match the billing address of the credit card
used for payment. Failure to provide the correct address will prevent shipment of
If paying by check or money order, orders must be placed
through phone only. Please call us during our normal business hours Monday through
Friday 9:00 A.M. – 5:45 P.M ET toll free at 1-877-552-6255 and one of our representatives
will place the order and give you the final amount before mailing us your check.
You check or money order can be mailed to the address below.
Brother International Corp
PO Box 341332
Bartlett, TN 38184
Attn: Consumer Sales Dept.
NOTE: When placing an order by mail please include your name, address, contact phone
number and the items you wish to order
No, unfortunately we do not ship any orders placed on Brothermall COD (CASH ON DELIVERY).
What happens if the product that I ordered is backordered?
Backorders, if any, will be shipped as soon as the product on back order becomes
available or as soon as possible.
What happens if I have multiple products in my order and one
or more are on backorder?
Items available will be shipped immediately. Backorders, if any, will be shipped
as soon as possible.
How do I know that the order has been completed?
How do I report items missing from my orders?
After placing an order on brothermall.com you should receive an email confirming
your order. Please be sure to add our email address
to your contact list so that you receive our response
without delay. You may also call our toll free number 1-877-552-MALL (6255) during
our normal business hours Monday through Friday 9:00 A.M. – 5:45 P.M ET and one
of our friendly sales associates will be glad to assist you.
Please call our toll free number 1-877-552-MALL (6255) during our normal business
hours Monday through Friday 9:00 A.M. – 5:45 P.M ET to report missing items. Please
have your order or delivery number available.
Can I cancel or change my order?
Yes, you may cancel your order if the order has not shipped. However, we process
orders quickly so we can get your items to you as soon as possible. If your order
has been shipped, it cannot be canceled and/or modified. To return items, you may
refuse the package or return it. If an order is processed in error, contact our
customer service department immediately at 1-877-552-MALL (6255) during our normal
business hours Monday through Friday 9:00 A.M. – 5:45 P.M ET.
How do I reset my password?
Why is the password reset not working?
In an effort to protect your privacy we have an easy 3-step process to changing
your password. You must have access to the e-mail account that you used to create
your account with Brother International.
- Go to www.brothermall.com
- Select My Account www.brothermall.com/login.aspx
- Select "Forget your password"
- Enter your e-mail address that you used to create your account
- You will receive an email that contains instructions for completing Step 3 and resetting
If you can no longer use the e-mail address that you may have used to create your
account with Brother International, you can create a new account. PLEASE NOTE: if
you create a new account with Brother International Corporation, you will no longer
have access to order history and tracking from the old account.
- Go to www.brothermall.com
- Select My Account
- Select First Time Customer and enter your new information
What is your return policy?
If you have reset your password and have not received an email with instructions
on resetting your password, please check the spelling to be sure you are entering
the correct information then repeat the instructions on resetting your password.
To ensure you receive your emails from brother.com, please be sure to add our email
contact list first before attempting this process the second time as our email may
have landed in your spam (junk) folder or blocked by a firewall.
When will I receive my refund?
Brother International Corporation ("Brother") extends a 30-day Return/Exchange Policy
for all products purchased directly from Brother. For more details on our return
policy, please click here
If you paid by credit card, we will credit the account used for payment. In all
other cases, your refund will be in the form of a corporate check. You should expect
to receive your refund within four (4) weeks of giving your package to the return
shipper. This time period includes the transit time for us to receive your return
from the shipper (5 to 7 business days), the time it takes us to process your return
once we receive it (3 to 5 business days), and the time it takes your bank to process
our refund request (5 to 10 business days).
When will I receive my order?
We make every effort to ship orders the same day when received by 12:00 p.m. Eastern
Time, Monday - Friday. Orders received after 12:00 p.m. Monday - Friday are usually
processed and shipped the following business day. This applies to orders that are
complete and free of credit problems or backorder items. Please allow up to seven
business days for orders shipped via any ground service.
What if I'm not home when my purchase arrives?
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.
Do you ship to an APO/FPO address?
Yes, we do ship to APO/FPO/PO Boxes via U.S. Postal Service only.
Where do I find information about online offers and rebates?
How do I use a coupon code?
For information on special offers and rebates, please view the
tab at www.brothermall.com
. All promotions
and rebates are listed by category for both machines and or accessories. If you
do not find a promotion listed under a product category that simply means there
is no current promotion or rebate being offered at that time.
If you have a valid coupon code, please enter it in the field label Gift Certificates,
Special Discount Coupons, & Promotion Codes section of our website
upon checking out.
Can I use a coupon if I place an order by phone?
Yes, please have the valid coupon code number available when placing your order.
What if my Coupon Code does not work?
If you have entered a coupon code that has expired or has already been redeemed,
you will receive a message pertaining to its’ validity. Please be sure to check
the code and expiration date on the coupon before attempting to redeem it.
Why buy an Extended Warranty?
EXTENDED WARRANTY IS a great way to help protect your investment. In addition to
the standard manufacturer's warranty provided with your unit, we offer an optional
extended warranty direct from Brother®. This Extended Manufacturer's warranty
Agreement (EMA) is the only agreement available from Brother.
How do I find a Brother Authorized Service Center?
Why are you charging me sales tax?
To find a Brother® Authorized Service Center in your area please
You may also find this information by calling, during our normal business hours
Monday through Friday 9:00 A.M. – 5:45 P.M ET on our toll free number at 1-877-552-6255
to speak with a customer service representative
The rate and manner of applying taxes are determined based upon the rates and guidelines
in effect at the time of purchase as established by the government(s) presiding
over the relevant shipping destination.
Why do you not accept resale certificates?
Products offered on this website, www.brothermall.com, are valid and intended for
purchase by end users for personal use, not for resale.