- We are actively monitoring updates from the Centers for Disease Control (CDC), World Health Organization (WHO), and other international, national, state and local governments and organizations that help guide us as we navigate this rapidly evolving situation.
- Our Risk Team is activated, along with our pandemic response plan. We are meeting regularly to assess possible future directions and actions.
- For our employees, we have recommended that all employees who can perform their function remotely to do so. We remain confident in our continued ability to serve our customers, regardless of our employees’ physical work locations. For those that are not able to work remote, we have increased cleaning throughout our locations and have instituted new shifts to allow for social distancing.
- We have provided consistent health and safety resources, support and guidelines to all of our employees and have encouraged any employee who is not feeling well to stay home and rest.
Please be assured that we are doing our absolute best to take special care of the safety of our employees during this challenging global situation. We strive to always provide you with the best customer experience that you are entitled to. However, if you are making a purchase from us, you may face a delay in shipping or a backorder during this time. We appreciate your cooperation and understanding. Please contact us at 1-877-552-6255 with any other questions.
Customer Service Updates
Brother's online support resources are at your side 24/7/365 to provide access to user manuals, drivers, downloads, and help answer frequently asked questions. You can place an order for supplies, accessories, and products. Our warehouse is open for business and your orders will be packed and shipped as quickly as possible. If you need additional customer support, you can contact us by chat, email, or phone during our posted hours of operation.In response to the current COVID-19 situation, we have transitioned many of our Customer Service representatives to a remote work environment. In order to ensure the most efficient order management process, we ask that you place your orders directly on www.brother-usa.com. We are also adjusting our Customer Service hours of operation to be Monday – Friday, from 9 am to 6 pm ET. Our online support resources are at your side 24/7/365 to provide access to user manuals, drivers, downloads, and help answer frequently asked questions. You can also contact us at any time and we will respond on the next business day.
Personal Protective Equipment
Due to increasing personal protective equipment (PPE) shortages and new information on COVID-19 transmission, the Center for Disease Control and Prevention (CDC) continues to evaluate mask usage. The CDC recently adjusted recommendations that all Americans, regardless of symptoms, should wear a cloth face covering whenever they need to leave their home for essential trips such as grocery shopping. It should be noted that the recommendation of the use of homemade cloth masks does not replace the need to maintain 6-feet of social distancing, refraining from touching your face and washing your hands. Brother employees, staff and ambassadors from around the country have answered the call to create non-medical cloth masks and donate to those requesting them. We applaud the community, our coworkers and staff for doing their part! It is important to note that cloth face masks have not been proven to provide effective protection against the spread of viruses. For more information, visit the CDC website.
Cleaning Exterior of Products
To clean high-touch external surfaces of your Brother products to limit the spread of germs and viruses, use a CDC-recommended disinfectant solution consisting of 70% alcohol and 30% water. 1) Turn off the product and disconnect AC power cord from outlet. If product uses batteries, remove before cleaning. 2) Using a lint-free cloth moistened with a mixture of 70% alcohol and 30% water, gently wipe high-touch surfaces including display and/or control panel. The cloth should be damp not wet. Do not spray any solutions directly onto the product. 3) Allow surfaces to dry completely before reconnecting AC cord or reinstalling batteries and turning power on. IMPORTANT: Disinfection must be performed in a well-ventilated room or open-air space. WARNING: The use of alcohol is a fire risk and may damage the surface of the plastic exterior of your product. Please strictly follow the instructions in this guidance and only use this cleaning method to help reduce the risk of spreading COVID-19.
The above statements pertain to Brother USA. For questions or concerns outside of the United States please contact us at SCM_InternationalTraffic@brother.com.