Customer Inquiries

Q: What is Brooks ReStart?

Brooks ReStart is a new program offering Brooks customers a more sustainable and affordable way to purchase products in a circular commerce model. It’s an opportunity for Brooks and its customers to have a positive impact on the environment by finding new homes for lightly-used shoes - before they've run their last mile!

Q: Where can I shop Brooks ReStart

Brooks ReStart is available exclusively online. For shopping, please visit the Brooks ReStart website directly.

Q: Reseller Policy

We want to make Brooks ReStart products accessible to the largest group of customers we can at fair and consistent prices, not provide inventory for personal resale businesses. If it comes to our attention that you are purchasing from Brooks ReStart to resell the items, you will be asked to stop, and may be blocked from future transactions with Brooks ReStart. At our discretion, we may follow-up with the websites that you are using for these transactions.

Q: Are Brooks ReStart products available outside the U.S.?

Brooks ReStart is not available outside the US at this time.

Q: Who is Trove?

Trove is our service provider partner, managing web development, item fulfillment, logistics, and customer support for the Brooks ReStart initiative. Further details can be found on the Brooks ReStart website.

Q: Order confirmation

An order confirmation email will be sent within 10 minutes after placing an order. If not found, please check your spam folder and other inbox filters. For email issues or further inquiries, contact ReStart Customer Service via email.

Q: Accepted payment methods

We accept Visa, Mastercard, American Express, and Discover or PayPal. Unfortunately, we do not accept Brooks eGift Cards or membership credits at this time.

Q: Payment processing

When your order is placed, we put a temporary authorization hold for the full order amount on your card. Once your order ships, we will capture the charge and the temporary authorization will drop off within one or two business days, depending on your bank. The charge on your statement will show up as a charge from Brooks SP* Brooks ReStart.

Q: Can I cancel or edit my order after it has been placed?

If you need to make changes to your order, please reach out to our Customer Service team as soon as possible. If we receive your request within 30 minutes of submitting your order, we may be able to cancel or edit the order. After that point, your order cannot be canceled or edited.

May 25, 2023 20:18
Updated

If you have any questions or problems with your order, please reach out to ReStart Customer Service at help@restart.brooksrunning.com. Our team is available 7 days a week, from 9:00am-5:00pm PST.

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