Frequently Asked Questions

View our list of ordering FAQs or browse other FAQ categories below.



Ordering Questions




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.

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.

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.

Brother has the right to cancel any order at any time. For any questions regarding your cancelled order, please reach out to us at 1-877-552-6255, Option 2. Monday - Friday 9 AM - 6 PM Eastern Standard Time.

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. Please review the detailed instructions regarding submittal of valid acceptable certificates.

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. Please review the detailed instructions regarding submittal of valid acceptable certificates.

Sales made on Brother-USA.com are intended for personal use only and not for resale so we do not accept resale certificates. Please review the detailed instructions regarding submittal of valid acceptable certificates.

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. Learn more about purchasing Brother products for resale.

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.

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.

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.