FREE SHIPPING ON ALL ORDERS OVER $99!

ORDERING

What if I typed the wrong email address?

Please contact us so we can change your email address. We can change your email address, your name, and/or your address, but we cannot change your order.

Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate on the date your card issuer processes the transaction.

What payment methods do you accept?

We accept all major credit and debit cards (VISA, Mastercard, AMEX). We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, at our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is cancelled, we will issue a credit to the original method of payment. 

Please note that any orders that have already been packed or shipped cannot be cancelled

 

How do I set my shipping address?

Since our website and service are based in English, all the information that you typed in is required to be in English as well, including punctuation. If certain letters of your address contain non-English letters, you are advised to use similar English ones instead. For example, you may change the letter "?" to "c".

Can I change my shipping address after placing an order?

Please be advised that on very rare occasions, we may be able to change your shipping address within 3-4 hours of your order. However, any longer than that and your shipping address cannot be revised after the order has been processed or shipped.

When will my order arrive?

We process and ship most of our orders within 24 hours. Delivery time will be different depending on where you are. Over 85% of orders arrive within 7-14 business days. Due to high demand, our carrier may take longer than the estimated delivery time to deliver our items to you. Additional delays may occur due to weather conditions, holidays, etc. We are not responsible for lengthy shipping times due to carrier issues or the other aforementioned outside reasons for delay.

How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number within 24 hours.

Can I use several discount codes in one order?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

What do I do if I have missing items in my order?

If you receive an order that is incomplete, please contact us immediately at support@brookasa.com or by live chat.


SHIPPING & CUSTOMS

When will my order be processed?

We process orders Monday through Friday. Orders are processed within 2-3 business days from the order date and shipped the next business day after the processing day. Please note that we don't ship on weekends. Please allow extra time for your order to be processed during sales and holiday seasons.

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

Will I be charged customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of those charges, please contact your local customs office. 

Is my order eligible for free shipping?

Free shipping can be applied to orders that are part of our free shipping promotions excluding discounted, sale, and oversized/overweight products. Your order will be shipped using economy shipping.

 

RETURNS


How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

 

What if the item(s) I received is defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, please contact the bank/credit card company. It may take some time before the refund is posted to your account.