Frequently Asked Questions
- Contact Information
- Return Policy
- Catalogs
- Payment Method
- Problems Ordering Online?
- Multiple Credit Card Orders
- Deliveries
- Tracking Orders
1. CONTACT INFORMATION
By Phone:
To place an order, call 866-576-7337, 24 hours a day, 7 days a week.
For customer services, call us at 800-846-3000. Our hours are 6 AM to Midnight (Eastern) seven days a week.
2. BROOKSTONE RETURN POLICY
All merchandise purchased from Brookstone® may be returned with a receipt, either to a store or to our Returns Processing Center, within
60 days of purchase and must be new, unused, and contain all original packaging and accessories. Returns made within 30 days with the original purchase receipt will be exchanged or refunded in the original tender. Items with a gift receipt may be returned for a merchandise credit or exchange.
Before returning a product to our Returns Processing Center, please call1-800-846-3000 for a Return Authorization and shipping instructions. Our hours are 6 AM to Midnight (Eastern) seven days a week. Shipping and processing charges will not be refunded. To download a copy of the return form, including shipping instructions,
click here.
IMPORTANT: Returning a product to our Returns Processing Center that is not in resalable condition and/or without a Return Merchandise Authorization risks forfeiture of product.
Some items cannot be returned if opened, including CDs, DVDs, and some selected personal care items, such as sleep pillows, mattress toppers, toothbrushes, hair brushes, razors/trimmers and epilators.
The following additional conditions also apply:
Returns with receipt after 30 days will be exchanged or refunded with a merchandise gift card for the value of the original purchase price. Holiday or seasonal items will be exchanged or refunded with a merchandise gift card at the current selling price.
If a store purchase was made with cash and the refund value is over $100, a Mail Check will be issued unless funds are available in the register.
Discounted and promotional items that are returned under this policy will be reduced to reflect the value of any free gift or discount.
We cannot accept returns on monogrammed, personalized or “Final Sale” items.
All sales of items purchased at Liquidation Centers are final and may not be returned.
Purchases made using “gaming” or “players” points at Casinos are only returnable at the Casino Store.
Merchandise Gift Cards are non-refundable unless required by State Law.
Some merchandise items are subject torestocking and shipping and handling fees, including beds, chairs and some other electronic or oversized items, unless prohibited by State Law.
Floor model and refurbished massage chairs purchased in our stores may not be returned except pursuant to the terms of any applicable manufacturer’s warranty.
Oversized items or items weighing more than 50 pounds purchased through the Brookstone® Catalog or Brookstone.com cannot be returned to a store location.
Tempur-Pedic® mattresses and standard, non-adjustable foundations and frames may be returned with receipt for refund or merchandise credit within 90-days of purchase. After 90 days, please call Tempur-Pedic® directly at 1-800-821-6621 with all warranty-related issues.
NOTE: Tempur-Pedic® adjustable bed foundations may not be returned and are exempt from the 90-day trial period.After 60 days, please refer to original manufacturer’s warranty for service issues. Massage chair manufacturers may be reached at the following numbers:
Panasonic®: 1-800-545-2672
OSIM®: 1-800-846-3000
Additionally, Protection Plus service plans are available for many products. For information on Protection Plus service plans,
click here.
3. CATALOGS
If you would like to request a Brookstone catalog,
click here.
4. PAYMENT METHODS
Brookstone accepts most major credit cards including Visa, MasterCard, Diners Club, Carte Blanche, American Express, JCB, and Discover. We will not bill your credit card until we ship your order. Partial orders are billed as each item is shipped. Please be aware that once we receive credit card authorization, the funds will be reserved up to 30 days depending on the bank (please check the policy of your lending institution). Also, if you are paying with a debit card, please verify with your bank if there are limitations pertaining to daily withdrawals on your card.
5. PROBLEMS ORDERING ONLINE?
If you experience technical problems while ordering online,
please contact Customer Service.
6. MULTIPLE CREDIT CARD ORDERS
Unfortunately, our site cannot accept orders using multiple credit cards. However, you may call one of our Sales Associates to place an order using up to three different credit cards as long as the cardholder name and billing address for each card is the same. To place the order call us 24 hours a day, 7 days a week, at 866-576-7337. You may also fax the details of your order to 573-581-7361 or
click here to email us.
7. DELIVERIES
Most orders are shipped from our Distribution Center, arrive five to seven business days from receipt of your order.
8. TRACKING ORDERS
We are pleased to offer online package tracking for orders that have already shipped from our warehouse. Order tracking is not available for certain specialty items, or for items that ship via the US Postal Service. To access package tracking, please
click here. If you need additional assistance, contact Customer Service by e-mail or at 800-846-3000.
