Customer Service


At your side every step of the way.

Looking for answers? We are at your side, ready to provide all the answers you need! We want you to be completely satisfied with your purchase from brothermall2.com.

Brother takes every precaution to protect your personal and credit card information. However, if you do not wish to order on-line, we provide several alternative methods of purchasing our products.

Ordering & Shipping Information

How to place an Order

** Call Us!

Call us toll free at 1-877-850-7179. Our staff of friendly Customer Service Professionals is available to take your order between the hours of 9:00 am and 6:00 pm est, Monday through Friday, excluding holidays. Our voice messaging system is always ready to answer your call.

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** Send a Fax!

Follow the steps to place an order on-line. Before submitting your order, you will be given the opportunity to print it and cancel the on-line transaction. Simply print out your completed order form, cancel the on-line transaction and fax the printed form to us, toll-free, at 1-877-667-8882. Please be sure to include your credit card information. Please allow 3-7 days for delivery of orders via UPS Ground Service.

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** Send an Email!

Carefully record the Material Number/Part Number(s) you wish to order in the body of your e-mail message, note the quantity of each item you wish to receive, and send it to us at

Email Us

We will call you back to complete the Order process

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** Mail your Order

Follow the steps to place an order on-line. Before submitting your order, you will be given the opportunity to print it and cancel the on-line transaction. Simply print out your completed order form, cancel the on-line transaction and mail your completed order form to us at the following address:

Brother International Corportation
EMB PAS Group
7905 North Brother Boulevard
Bartlett, TN 38133
USA

Be sure to include your check, money order or credit card information. Please allow 7-10 days for delivery of orders placed with a check or money order.

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Sales Tax And Exemption

Sales Tax

At the present time, sales tax will be collected on purchases sent to addresses in AL, AR, AZ, CA, CO, CT, FL, GA, HI, IL, IN, IA, ID, KS, KY, LA, MA, ME, MD, MI, MN, MO,MS, NC, ND, NE, NM, NJ, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV & WY. 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. States may be added or removed from the foregoing list as Brother's corporate presence or the tax laws change.

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Tax Exempt Status

If you or your organization are tax exempt, please fax a copy of your tax exempt certificate to us at 877-667-8882. Please include your phone number and contact information with your fax. Until we have a copy of a current statement on file, we will charge taxes as stated above.

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Get Discounted Shipping Rates on all orders over $130!

**Does Not include DTG Inks or Pre-treat Solutions!***

Our Shipping Policy

We make every effort to ship orders the same day when received by 12:00 p.m. Eastern Time, Monday - Friday. Orders received after 12:00 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.

Restrictions:

  • Not all delivery options are available in all areas.
  • In residential or outlying areas, orders may be delivered as late as 8 p.m.
  • We do not ship on most major holidays such as: New Year's Day, Martin Luther King Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day & the following Friday, or Christmas Day as we are closed.
  • Freight rates do change and therefore the shipping rates listed below are subject to change without notice.

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Shipping/Handling Options

We offer discounted shipping rates on website orders over $130.00 within the Continental U.S. Shipments to APO/F.P.O/P.O. Boxes are shipped U.S. Postal Service only. Shipments to Alaska or Hawaii, Guam, Puerto Rico or Virgin Islands are automatically shipped via a 2-Day air service.

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Shipping and Handling Rates

Shipments within the Continental U.S.

Accessories and Supplies Standard Ground Two Business Days Next Business Day APO/FPO/PO USPS
Orders valued up to $129.99 9.99 19.99 39.99 9.99
Orders valued over $130.00 3.99 15.99 35.99 3.99

Shipments to Alaska, Hawaii, Guam, Puerto Rico and Virgin Islands are automatically shipped via a 2-Day Air Service.
**Please note that not all carriers are able to deliver to these areas within two days since delivery schedules are dependent upon the location.

Accessories and Supplies 19.99

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Returns

Please contact us for a Return Authorization Number when making an exchange or requesting a credit. Then, when preparing the package for shipment, we ask that you display this RA Number prominently on the outside of the package. All returns must be made through a traceable carrier. Following these guidelines will expedite the credit process.

There is a standard 15% Restocking Charge for all items when the return is being made because of customer error, and all goods must be in saleable condition, which means "not used or damaged". Open software cannot be returned. Defective goods, or goods shipped by us in error, will not incur a Restocking Charge, and full credit will be issued, including freight.

Please note: All returns must be made within 30 days of receipt, and must be shipped prepaid. Any shipping discrepancy must be reported within five days of receipt of the shipment.

Non-stock items may not be returned unless our supplier will accept the merchandise for credit. Any restocking fees from our suppliers on non-stock items will be deducted from the credit amount issued to you.

Your Customer Service Representative will need the following details from you before supplying your RA Number:

  1. Item to be returned
  2. Stock number
  3. Reason for return
  4. Invoice number, order number, or packslip number

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Lost or Damaged Shipments

All shipments are insured, unless instructed otherwise. If your shipment is damaged, do not refuse it. Notify us immediately so that we assist you in filing your claim with the carrier. Ask the driver to make a signed notation on the freight bill or delivery log. If the damage is concealed at the time of delivery, contact the carrier for an inspection, and obtain a damage report. To complete this process, you must retain all boxes and shipping containers.

We will assist you with your claim, but it is the responsibility of the carrier to deliver your merchandise in good condition.

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Online Security

We know the security of your information is a concern when shopping on line with us. That is why we use SSL (Secure Socket Layers) the most advanced technology available to protect your personal data as well as your credit card information. As it travels to our server, all of your information will be encrypted to insure that it cannot be intercepted by someone from the outside. In addition, our order system is not connected to the Internet, further protecting your data.

If you are still uncomfortable about placing your order online, please use one of the alternative ordering methods noted above.

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Privacy Policy

As important as security is to you, we know that privacy is a concern as well. The information we request, such as your name, mailing address and e-mail address will be used to process and ship your order. We may also send you information about other Brother Embroidery products which we feel may be of interest to you. However, we guarantee that your information will be used only by Brother International Corporation, its' parent, and subsidiary companies. We will not sell or make your information available to other companies who want to tell you about their products. We also will not release any of your credit card or financial information for any purpose not associated with your transactions with Brother.

Click here to view complete Privacy Policy

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Warranty Information

Product Warranty

All catalog items have been described or defined according to either the manufacturer's literature, or common industry standard, or both. Each item will carry the specific manufacturer/supplier warranty that covers performance to specification and defect in material or craftsmanship. Brother International Corp. does not imply any further warranty coverage by offering these items to our Customers.

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