Frequently Asked Questions

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.

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.

As a result of 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.  If you have already sent a request by mail, you may experience some delays.  Thank you for your patience.

For your convenience we accept Visa®, MasterCard®, American Express®, and Discover® credit and debit cards, and PayPal Express Checkout. Payment by check or money order is not accepted.

No, unfortunately we do not ship any orders via C.O.D. (CASH ON DELIVERY).
Yes, you may cancel your order if the order has not been processed by our warehouse. However, we process orders quickly so we can get your items to you as soon as possible. If your order has already been processed, it cannot be canceled and/or modified. If you no longer want your order, you may refuse the package upon delivery or return it. Contact us to obtain a return authorization number.
Yes, please have the valid coupon code number available when placing your order.
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.
If you have a valid coupon code, please enter it in the field labeled "Promotion Codes" upon checking out.
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.
After placing an order, you should receive an email confirming your order. If you do not receive an email confirmation, please check junk/spam folder or contact us.
Please call our toll-free number 1-877-552-6255 during our normal business hours Monday through Friday 9:00 A.M. – 6:00 P.M. ET to report missing items. Please have your order or delivery number available.
Backorders, if any, will be shipped as soon as the product on back order becomes available or as soon as possible.
Items available will be shipped immediately. Backorders, if any, will be shipped as soon as possible.
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.
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.
We make every effort to ship orders the same day when received by 1:00 p.m. Eastern Time, Monday - Friday. Orders received after 1:00 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. Tracking information is provided for all orders once shipped. Please monitor your email provided for up to date order status.
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).
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 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. If you continue to experience problems, please contact us.

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.

Read the EMA FAQs for more information.

You can find a Brother Authorized Service Center on our site.
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.
Products offered on this website are valid and intended for purchase by end users for personal use, not for resale.