Frequently Asked Questions
What is an Authorization Hold?
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.
Can I order by phone?
What payment methods can I use? Do you accept checks or money orders?
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.
Can my order ship C.O.D.?
Can I cancel or change my order?
Can I use a coupon if I place an order by phone?
What if my Coupon Code does not work?
How do I use a coupon code?
Do you ship to an APO/FPO address?
How do I know that the order has been completed?
How do I report items missing from my orders?
What happens if the product that I ordered is backordered?
What happens if I have multiple products in my order and one or more are on backorder?
What if I'm not home when my purchase arrives?
What is your return policy?
When will I receive my order?
When will I receive my refund?
Where do I find information about online offers and rebates?
Why is the password reset not working?
Why buy an Extended Warranty?
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.