Customer Care
1-800-846-3000
Email customercare@brookstone.com
Customer Care Hours of Operation
Mon-Sat 7:00 a.m. to 11:00 p.m. (CMT)
Sun 9:30 to 7:00 p.m. (CMT)
Store Locator: click here
Return Policy
Payment Methods
Order Tracking
Warranty Information
RETURN POLICY
All merchandise purchased from Brookstone may be returned within 60 days of purchase with an original receipt to a Brookstone store or to our Returns Processing Center by calling 1-800-846-3000. Returns made within 30 days of purchase with the original purchase receipt may be exchanged or refunded in the original tender. Returns made between 31 and 60 days of purchase with the original purchase receipt may be exchanged or refunded for a merchandise credit in the form of a Brookstone gift card. Returns made with a gift receipt within 60 days of purchase may be exchanged or refunded for a merchandise credit in the form of a gift card at the current selling price.
All returned merchandise must be new and unused and must include all original packaging and accessories.
PLEASE CALL BEFORE RETURNING ANY PRODUCT
Products may be returned to our Returns Processing Center by calling 800.846.3000 for a Return Authorization and shipping instructions. Our hours are 7:00 AM to 11:00 PM (Central) Monday to Saturday, Sunday 9:30 AM to 7:00 PM. Shipping and processing charges will not be refunded.
Some items cannot be returned if opened, including but not limited to CDs, DVDs, personal care items such as pillows, mattress toppers, select massagers, and razors/trimmers, earbuds, and select other products.
Bill Me Later, Amazon Payments, and PayPal purchases cannot be returned to stores for refund or credit.
We cannot accept returns of monogrammed, personalized, or “Final Sale” items.
Brookstone gift cards are non-refundable and are not redeemable for cash except to the extent required by law. Please see the back of our Brookstone gift cards for all applicable terms and conditions related to their use and redemption.
Certain electronic, oversized, and other select merchandise, including but not limited to massage chairs, mattresses & foundations, and larger fitness equipment, are subject to a restocking fee or return delivery and/or shipping & handling charges except where prohibited by law.
Floor models and refurbished massage chairs may not be returned except in accordance with the terms of any applicable warranty.
Oversized items and items weighing more than 50 pounds purchased via telephone or online cannot be returned to a Brookstone store location.
Refunds for any discounted items that are returned in accordance with this Return Policy will be reduced to reflect the value of any discounts. The value of any promotional items that are received as part of or in connection with a merchandise purchase will be deducted from the refund amount if such promotional items are not also returned.
If the purchase was made with cash and the refund amount is greater than $100.00, a check will be issued and mailed to you unless sufficient funds are available in the Brookstone store. Purchases made using “gaming” or “player” points at our Brookstone casino stores are only returnable at the same Brookstone casino store.
After 60 days, please refer to the original manufacturer’s warranty for product and service issues.
Protection Plus extended product and service plans are available on most products. Please see an associate or visit Brookstone.com for details.
PAYMENT METHODS
Brookstone accepts most major credit cards, including Visa, MasterCard, American Express, JCB, Diners Club and Discover, as well as Bill Me Later, Amazon Payments, and PayPal. 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.
SHIPPING INFO
STANDARD DELIVERY
You can expect delivery of most items within 5-7 business days of your order.
Note: While most items are shipped from our warehouse, certain items are delivered directly from the manufacturer. Heavy or oversized items are delivered to your home by local carriers. These deliveries will take seven to twenty-one days. You will be contacted once your order arrives in your local area to set up a delivery time.
Massage chairs will be delivered within 3-5 business days beginning the next business day after your purchase. You will receive a call approximately 24 hours in advance of this delivery notifying you of the exact delivery date. The delivery team will set up your massage chair on any ground-floor room in your home and remove all packing materials, but will not move other furniture.
Full-service Tempur-Pedic Mattress deliveries within the contiguous 48 states occur within 10-15 business days from the date of purchase. Some remote locations may require up to 21 days for delivery. You will receive a call approximately 48 hours in advance of this delivery notifying you of the exact delivery date. The delivery team will set up your Tempur-Pedic® mattress, but will not move beds or furniture from room to room.
Brookstone reserves the right to request additional identification. If this is needed, we will contact you by e-mail or telephone. Your order will be processed as soon as we receive the requested information by email or fax.
Next Day and Express Delivery Conditions:
To ensure Next Day Delivery, orders must be placed by 12 noon Eastern Monday-Friday. Orders received after 12 noon Eastern will not be processed and shipped until the following business day, orders placed after 12 noon on Friday will be processed on Monday for Tuesday delivery.
*Express Delivery is NOT guaranteed during Holiday periods.
Saturday delivery is available to some areas at an additional $10. Call 866-576-7337 for more information.
Order Tracking
To track your order, click here.
Brookstone Limited Warranty
Brookstone/OSIM branded products purchased from Brookstone are warranted against defects in materials and/or workmanship under normal use for a period of ONE (1) YEAR from date of purchase by the original purchaser ("Warranty Period"). If a defect arises and a valid claim is received within the Warranty Period, at its option, Brookstone will either 1) repair the defect at no charge, using new or refurbished replacement parts, or 2) replace the product with a new product that is at least functionally equivalent to the original product, or 3) provide a store credit in the amount of the purchase price of the original product. A replacement product or part, including a user-installable part installed in accordance with instructions provided by Brookstone, assumes the remaining warranty of the original product. When a product or part is exchanged, any replacement item becomes your property and the replaced item becomes Brookstone's property. When a store credit is given, the original product must be returned to Brookstone and becomes Brookstone's property.
Obtaining Service: To obtain warranty service, call Brookstone Limited Warranty Service at
1-800-292-9819. Please be prepared to describe the product that needs service and the nature of the problem. A purchase receipt is required. All repairs and replacements must be authorized in advance. Service options, parts availability and response times will vary. You are responsible for delivery and the cost of delivery of the product or any parts to the authorized service center for replacement, per our instructions.
Limits and Exclusions: Coverage under this Limited Warranty is limited to the United States of America, including the District of Columbia and the U.S. Territories of Guam, Puerto Rico, and the U.S. Virgin Islands.
This Limited Warranty applies only to products manufactured for Brookstone that can be identified by the “Brookstone” trademark, trade name, or logo affixed to them or their packaging. The Limited Warranty does not apply to any non-Brookstone products. Manufacturers or suppliers other than Brookstone may provide their own warranties to the purchaser, but Brookstone, in so far as permitted by law, provides these products “as is.”
This warranty does not apply to: a) damage caused by failure to follow instructions relating to product’s use or the installation of components; b) damage caused by accident, abuse, misuse, fire, floods, earthquake or other external causes; c) damage caused by service performed by anyone who is not a representative of Brookstone; d) accessories used in conjunction with a covered product; e) a product or part that has been modified to alter functionality or capability; f) items intended to be periodically replaced by the purchaser during the normal life of the product including, without limitation, batteries or light bulbs; g) any product sold “as is” including, without limitation, floor demonstration models and refurbished items; or h) to a product that is used commercially or for a commercial purpose.
BROOKSTONE SHALL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE USE OF THIS PRODUCT, OR ARISING OUT OF ANY BREACH OF THIS WARRANTY. TO THE EXTENT PERMITTED BY APPLICABLE LAW, BROOKSTONE DISCLAIMS ANY AND ALL STATUTORY OR IMPLIED WARRANTIES, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND WARRANTIES AGAINST HIDDEN OR LATENT DEFECTS. IF BROOKSTONE CANNOT LAWFULLY DISCLAIM STATUTORY OR IMPLIED WARRANTIES, THEN TO THE EXTENT PERMITTED BY LAW, ALL SUCH WARRANTIES SHALL BE LIMITED IN DURATION TO THE DURATION OF THIS EXPRESS WARRANTY.
Some states disallow the exclusion or limitation of incidental or consequential damages or how long an implied warranty lasts, so the above exclusions or limitations may not apply to you. This warranty gives you specific legal rights and you may also have other rights, which vary from state to state.
Not responsible for typographical or pricing errors.
Important Safety Recalls
• The National Highway Traffic Safety Administration has issued a recall for certain ActivHeat Heated Car Seats sold at Brookstone (Item# 632927)). Please click here for important details.
• The U.S. Consumer Product Safety Commission has issued a recall for the Icon Folding Inversion Table sold at Brookstone (Item# 600437). This recall only applies to product purchased from April 2008 through February 2009. Please click here for important details.
