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FAQ - Frequently Asked Questions

shipping
When will my order ship?

Due to COVID-19, please allow 5-7 business days to process your order (up to 10 days for products shipping from international sources) due to additional precautions our fulfillment center is taking to keep themselves, and you, safe. 

How do we ship?

Ground Service Only - We use USPS, UPS, and FedEx depending on the product ordered.

Where do we ship?

United States and Canada

White Glove Deliveries for Massage Chairs?

White Glove delivery is required for all Massage Chairs. White Glove delivery typically includes inside delivery, removal of packaging materials, and setup. A delivery date/time is coordinated by the manufacturer with the customer within 3-5 business days of purchase.

How long does it take for an order to arrive?

Due to COVID-19, it can take up to 10 business days from the date an order ships for the order to arrive. Products shipping from an international source can take up to 3-6 weeks. Due to COVID-19, there are unexpected delays, as carriers are experiencing an influx of shipments. 

returns
What is your policy?

We want you to love shopping at Brookstone.com. If products purchased from Brookstone.com do not meet your expectations, you may return them with the packing slip within 30 days of purchase. 

Customers are required to coordinate and pay for the return shipping themselves. Brookstone does not coordinate or pay for any return shipping. Refunds will be returned in the method of which you paid. Original shipping and handling charges will not be refunded. After 30 days, please refer to the original manufacturer’s warranty for product and service issues.

Should you have any questions regarding this policy, please reach out to Brookstone.com Customer Care at 1-888-454-9752. Brookstone reserves the right to deny any return should the conditions of the items not meet the Return Policy and/or if items are used outside of the manufacturer’s specifications.

PLEASE NOTE: Some items such as personalized items (monogramed) and personal care products. Non-Refundable items include: Pillows, Sock-wear, some fitness and massage products or any other “personal care” products. Personal Care is defined as any product that makes direct and continuous contact with the skin. Unopened/sealed items are acceptable for return. Personalized items and items marked as final sale or non-returnable are also ineligible for refunds.

Brookstone branded items purchased from stores or other sellers: If you purchased a Brookstone product at a retail store or from another seller, those returns or exchanges must go through the place of purchase.

How do I initiate a return?

To initiate a return visit our return portal (https://encore.brandedonline.com/returns/brook_SHOPIFY/ordersearch), enter your order #, email address, and find your order. Return postage is the customers responsibility.

How do I initiate a return for a massage chair?

Returns for massage chairs should be initiated with the chair manufacturer.

How do I know my return has been received?

Customers should save their return tracking numbers to track their packages and confirm delivery.

When will my refund be processed?

Due to COVID-19, all returns are processed within 10-15 business days from the date received in our facility. Customers will receive an email notification with their refund details as soon as the credit is processed.  

Do you offer exchanges

No. We do not offer exchanges.

Do you offer store credit?

We do not offer store credit. All refunds are refunded to the original form of payment, we are not able to issue refunds to other forms of payments other than the original form used at the time of purchase. 

replacement parts

If you are inquiring about replacement parts for brookstone product (Sanpower), purchased prior to October 19, 2018, we,  unfortunately, cannot help you. Brookstone.com is a new business benture that that started in October 2018 and has no affiliation to Brookstone that filled for bankruptcy in August of 2018. Brookstone.com does not provide replacementpart service at this time. We are not the product manufacture and therefore do not have access to replacementpart parts. However, if your product is not working properly within 30 days of purchasing by e-mailing our customer service department at customercare@brookstone.com. After the 30days expires, you must refer to the manufactur's instruction on the warranty card.

retail store purchased

If you have questions about a brookstone product that was purchased from a retail store such as Bed Bath and Beyond, JC Penney, Kohl's, or Macy's, you will have to contact the retailer for assistance, we cannot assist you Brookstone.com can only assist with purchases made through the Brookstone.com website.
If you have questions about a Brookstone product that was purchased at a Brookstone airport store, now owned by the Hudson Group, you will have to contact Hudson Group Customer Services at 1-800-326-7711 MOnday-Friday 8am-5pm EST.

ordering
How do I place an order?

Orders are placed online by adding a product to your cart and following the checkout process.

How do I know my order went through?

An 'Order Confirmation' email is sent to the email address provided by the customer at checkout.

What payment options do you accept?

Google Pay, Amazon Pay, PayPal, Klarna, Visa, Discover, Mastercard, & American Express

What is Klarna?

Klarna is a "buy now, pay later" service that allows online shoppers to pay 25% of the full price up-front, and the remaining 75% of the total amount in 3 installments every 2-weeks from the purchase date.

When will my order be changed?

All orders are charged at the time the order is placed.

How do I cancel my order?

Orders are not able to be cancelled once the order is placed. Customers are able to issue a return request if the product is eligible to be returned.

What are the benefits of signing up for the mailing list?

By signing up for the Brookstone mailing list you will be notified of when new products are available and when we are offering our best promotions.

Misc
How do I file a warranty claim?

For warranty related questions on previously purchased products, please contact the original manufacturer for assistance. To locate the manufacturers contact information, please reference your product manual. Brookstone does not manufacture any products. 

If you are not satisfied with your product, or believe you received a non-conforming product, you have 30 days from the date your order was delivered to return your product to us – if the product was purchased at Brookstone.com. 

Do you sell replacement components/parts?

We do not carry or sell replacement parts at Brookstone.com. You will have to contact the original product manufacturer for assistance. To locate the manufacturers contact information, please reference your product manual.

Do you offer repair services?

No. You would have to contact the original product manufacturer for assistance. To locate the manufacturers contact information, please reference your product manual. 

Products purchased at Brookstone Airport stores?

If you purchased a product at a Brookstone airport store, please contact them directly for assistance at: 1-800-326-7711. Airport stores are owned and operated by the Hudson Group.

Brookstone licensed products purchased through other retailers?

If you purchased a Brookstone licensed product at Macy’s, KOHLs, Bed Bath & Beyond, or any other retailer – you must contact them directly for assistance.

Brookstone Application Support

Unfortunately we are no longer able to provide Brookstone Application Support

Warranty

If you are inquiring about product warranties on former Brookstone product, purchased prior to Octomber 19, 2018. We, unfortunately, cannot help you. In August of 2018, Brookstone (Sanpower) operating under previous owenership and management, filed for bankruptcy in the United States Bankruptcy Court for the District of Delaware. Since that filing, a new group of investors acquired certain assets of sanpower including the brand name and the Brookstone.com after Octomber 2018, please refer to the manufacture instruction on the warranty card provided with your purchased product.

product manuals

for a list of product manuals, click here

Gift cards

Gift cards issued prior to October 20th, 2018, are no longer valid as they were issued by the previous owners (Sanpower). If you have questions or concerns regarding this informarion, contact Brookstone Bankruptcy at 844.378.2716. If you are unsure as to when your gift card was issued, please contact customer services for assistance verifying this informarion.