Order Toll Free
1-877-552-MALL (6255)
Español: 1-888-879-3232
Fax: 1-800-947-1445

Monday - Friday
9:00 AM - 6:00 PM ET

Frequently Asked Questions

Do you need help with any of these items? If so, click on the item.

Placing order

Can I order by phone?
Yes, you can place an order by phone using our toll-free number 1-877-552-MALL (6255) during our normal business hours Monday through Friday 9:00 A.M. – 5:45 P.M Eastern Time.
How long will an item remain in my cart?
If you have logged into the system, an item placed in your cart will remain there until you remove it from the cart or complete a transaction. If you have not logged into the system, the item/items in your cart will be removed when the browser is closed or 20 minutes of inactivity, whichever comes first.
What payment methods can I use? Do you accept checks or money orders?
For your convenience we accept Visa, MasterCard, American Express, and Discover credit cards, PayPal Express Checkout, check and money order. If paying by credit card, the billing address for your order must match the billing address of the credit card used for payment. Failure to provide the correct address will prevent shipment of your order. If paying by check or money order, orders must be placed through phone only. Please call us during our normal business hours Monday through Friday 9:00 A.M. – 5:45 P.M ET toll free at 1-877-552-6255 and one of our representatives will place the order and give you the final amount before mailing us your check. You check or money order can be mailed to the address below.
Brother International Corp
PO Box 341332
Bartlett, TN 38184
Attn: Consumer Sales Dept.
NOTE: When placing an order by mail please include your name, address, contact phone number and the items you wish to order
Can my order ship COD?
No, unfortunately we do not ship any orders placed on Brothermall COD (CASH ON DELIVERY).
What happens if the product that I ordered is backordered?
Backorders, if any, will be shipped as soon as the product on back order becomes available or as soon as possible.
What happens if I have multiple products in my order and one or more are on backorder?
Items available will be shipped immediately. Backorders, if any, will be shipped as soon as possible.

Order Status

How do I know that the order has been completed?
After placing an order on brothermall.com you should receive an email confirming your order. If you do not receive an email confirmation, please send us an email. You may also call our toll free number 1-877-552-MALL (6255) during our normal business hours Monday through Friday 9:00 A.M. – 5:45 P.M ET and one of our friendly sales associates will be glad to assist you.
How do I report items missing from my orders?
Please call our toll free number 1-877-552-MALL (6255) during our normal business hours Monday through Friday 9:00 A.M. – 5:45 P.M ET to report missing items. Please have your order or delivery number available.

Cancellations or changes to an order

Can I cancel or change my order?
Yes, you may cancel your order if the order has not shipped. However, we process orders quickly so we can get your items to you as soon as possible. If your order has been shipped, it cannot be canceled and/or modified. To return items, you may refuse the package or return it. If an order is processed in error, contact our customer service department immediately at 1-877-552-MALL (6255) during our normal business hours Monday through Friday 9:00 A.M. – 5:45 P.M ET.

Cancellations or changes to an order

How do I reset my password?
In an effort to protect your privacy we have an easy 3-step process to changing your password. You must have access to the e-mail account that you used to create your account with Brother International.
  • Go to www.brothermall.com
  • Select My Account www.brothermall.com/login.aspx
  • Select "Forget your password"
  • Enter your e-mail address that you used to create your account
  • You will receive an email that contains instructions for completing Step 3 and resetting your password.
If you can no longer use the e-mail address that you may have used to create your account with Brother International, you can create a new account. PLEASE NOTE: if you create a new account with Brother International Corporation, you will no longer have access to order history and tracking from the old account.
  • Go to www.brothermall.com
  • Select My Account
  • Select First Time Customer and enter your new information
Why is the password reset not working?
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 send us an email.
What is your return policy?
Brother International Corporation ("Brother") extends a 30-day Return/Exchange Policy for all products purchased directly from Brother. For more details on our return policy, please click here.
When will I receive my refund?
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).
When will I receive my order?
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.
What if I'm not home when my purchase arrives?
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.
Do you ship to an APO/FPO address?
Yes, we do ship to APO/FPO/PO Boxes via U.S. Postal Service only.
Where do I find information about online offers and rebates?
For information on special offers and rebates, please view the Special Offers tab at www.brothermall.com. 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.
How do I use a coupon code?
If you have a valid coupon code, please enter it in the field label Gift Certificates, Special Discount Coupons, & Promotion Codes section of our website upon checking out.
Can I use a coupon if I place an order by phone?
Yes, please have the valid coupon code number available when placing your order.
What if my Coupon Code does not work?
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.
Why buy an Extended Warranty?
EXTENDED WARRANTY IS a great way to help protect your investment. In addition to the standard manufacturer's warranty provided with your unit, we offer an optional extended warranty direct from Brother®. This Extended Manufacturer's warranty Agreement (EMA) is the only agreement available from Brother.
How do I find a Brother Authorized Service Center?
To find a Brother® Authorized Service Center in your area please click here

You may also find this information by calling, during our normal business hours Monday through Friday 9:00 A.M. – 5:45 P.M ET on our toll free number at 1-877-552-6255 to speak with a customer service representative
Why are you charging me sales tax?
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.
Why do you not accept resale certificates?
Products offered on this website, www.brothermall.com, are valid and intended for purchase by end users for personal use, not for resale.
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