• Frequently Asked Questions? (FAQs)

    Brooks is committed to solving our customer's problems. Use this section to look up answers to frequently asked questions regarding product ordering and pricing.

    Click on the question below to find the answer:

    How do I place an order?
    • Call: Call us toll-free at 800.826.3473 Our phone lines are open 7am - 8pm ET, Monday - Friday.
    • Online: Log on to your account at BrooksEquipment.com
    • Email: Email orders to  sales@brooksequipment.com.
    • Fax: Fax orders 24 hours a day in the U.S. and Canada at 800.433.9265, or 704.596.1963 worldwide.
    • Mail: Mail orders to - Brooks Equipment Company, Inc. | P.O. Box 481888 | Charlotte, NC 28269

    How do I check on an order?

    You can check on an order, get a return authorization, and a number of other things at the same contact points listed under "How do I place an order?"

    What are your Terms and Conditions?
    What is your privacy policy?

    Please see our Privacy Policy.  

    Is your online order form secure?

    Yes. We use SSL encryption to protect our order information. For more information, please see our Access Terms.

    Do you have outside sales reps?

    We consider our catalog our sales representative. However, we are always looking for ways to better serve you. If you have special needs, let us know, and we will try to assist you.

    Do you offer Auto Ship?

    Yes. We can set up a Blanket Order for items you need on a regular basis. That way, you get what you need, when you need it, where you need it without having to place separate orders each time. Not only will this save you time, it will save you valuable inventory space!

    Can I special order items you don't carry?

    Yes, in many cases. With access to over 600 brand name manufacturers, chances are good we can get you what you need. Just let us know what it is, and we will source it, furnish you with a special quotation once we find it.

    How do I place my first order?

    It only takes a few minutes to get the information we need. To establish a customer number online, Click Here for our New Account Profile, or call us at (800) 826-3473 and tell us that you would like to get a customer number.

    Why do I need a Customer Number?

    It enables you to place orders over the phone, online, or via email, fax, and standard mail.

    Why do I get a reference number?

    To save time if you have questions or need information about your order.

    What are my payment options?
    • Net 30 Terms (with approved credit).
    • Check.
    • C.O.D.
    • Credit Card (American Express, Discover, MasterCard, & Visa).
    • Wire Transfer.

    Do you offer discounts?

    Yes, through quantity break pricing (found in our catalog). For large orders, you can also request a quote (RFQ) on an order-by-order basis.

    Do you have a minimum order?

    Yes. $35.00.

    Do you charge sales tax?

    Sales tax will be added to orders shipping to the following states: AZ, CA, CO, FL, GA, IL, LA, MA, MN, MO, NC, NJ, NY, OH, PA, TX and WA, unless we have a state resale tax certificate on file.

    How long do you guarantee your prices?

    Prices are normally good through the life of the current printed catalog. In the rare event of a pricing error, Brooks Equipment Company, LLC reserves the right to charge the correct price. We also reserve the right to change prices without notice, should market commodity conditions change. All published prices are in U.S. dollars and must be paid in U.S. dollars.

    What do you mean by 100% satisfaction guarantee?

    We stand behind the quality and condition of our products. You must be completely satisfied with your order, or we'll take it back - even if you just change your mind. Note: Custom and special order products are not returnable unless the mistake is due to Brooks Equipment Company error.

    What happens if a product I order is damaged in shipment?

    We take great care in filling, checking, and packing your order. If, however, your merchandise was damaged during shipment, please note the damage on the delivery receipt and obtain an inspection report from the delivery service immediately. Then call us at 800.826.3473. (See "How do I return a product?" below)

    How do I return a product?

    On all returns, contact us first to obtain a return authorization number and routing instructions. Call our Customer Service Department at (800) 826-3473 between 7am - 8pm ET, Monday - Friday. Please have invoice number and date of invoice available. A 20% restocking charge must be applied to cover costs associated with restocking unless we were in error.
    Note: No C.O.D. shipments will be accepted.

    Can I get a sample?

    We encourage customers to take advantage of our 100% satisfaction guarantee and order a product, then return it for a full refund if not satisfied. However, we will send samples of certain products. Please contact our Customer Service Department at 800.826.3473 for more details.