Brook & York | Contact Us

How can we help with your delivery inquiry?

Checking on delivery status How long does it take to ship my order? Where do you ship to? My package says it was delivered but I don’t have it.

To track your order, please visit our website and click the Track Your Order link. The website will ask for your order number, email address and billing zip/postal code. Once that is entered, you may check the status throughout the day. Please note that if your order has not been shipped yet, there will be no tracking number.

Our standard shipping time frame is 1-3 business days from the day you purchased your order. We do, however, have multiple Custom Made products that have a longer processing time and can take 3-15 days until the order is shipped. Please see the Items page for further details. We do also offer a Rush Shipping fee on select items, which will guarantee shipment within 24 hours. Orders placed 1PM EST, Monday through Friday, will leave our warehouse same day. Orders after 1PM EST and it will leave the next business day.

You can see a full list of the countries we ship to at the following link: https://brookandyork.com/pages/shipping-handling

We're sorry you do not yet have your package. If your package was confirmed delivered but you do not have it, you should contact your mail carrier and see if they have information regarding your package. Please also contact your neighbors to see if there's any possibility the package was mis-delivered to them. If they have no additional information, you will need to report the package as being lost/stolen. This report can be filed online at the following links, based on your shipping method.

What discount question can we assist you with?

Can I apply more than one discount? I have a discount but can’t find my discount code.

Unfortunately, we are only able to honor one discount per order.

To apply the discount you are inquiring about, please follow the link provided within the email. The link will redirect you to our website and the discount will automatically be applied to your order.
When you view our products, you will notice two prices. The crossed-out price on the left is the original price with no discount applied. The price on the right in bold is the new price after your discount is applied. A price breakdown will be provided before the order is processed and will show the original price of the item with the total discount amount listed underneath. Please note that we are only able to honor one discount per order. We apologize for any inconvenience.

What product issue are you contacting us about?

The product quality was unsatisfactory. The product is damaged or broken. There was a missing item. The product was the wrong item.

We sincerely apologize that you are unhappy with the product received and will thoroughly investigate what transpired and get back to you with further details. In the meantime, please indicate one of the following so we can continue working on your order.

I would like the product replaced with a new item. I would like to return my product for a refund. I would like to exchange my product for something else. I would like some kind of compensation for the issues.

Thank you for reaching out and allowing us the opportunity to investigate and remedy these concerns. Please provide information on the issue with your order on the first line along with the requested order information.
We will thoroughly investigate this situation and will get back to you as soon as possible with our findings and in regard to your requested resolution. Thank you again for contacting us and rest assured, we will get back to you as soon as we have more information.

We sincerely apologize that you are unhappy with the product received and will thoroughly investigate what transpired and get back to you with further details. In the meantime, please indicate one of the following so we can continue working on your order.

I would like the product replaced with a new item. I would like to return my product for a refund. I would like to exchange my product for something else. I would like some kind of compensation for the issues.

Thank you for reaching out and allowing us the opportunity to investigate and remedy these concerns. Please provide information on the issue with your order on the first line along with the requested order information.
We will thoroughly investigate this situation and will get back to you as soon as possible with our findings and in regard to your requested resolution. Thank you again for contacting us and rest assured, we will get back to you as soon as we have more information.

We are so sorry about the item(s) missing from your order and will thoroughly investigate what transpired and get back to you with further details. In the meantime, please indicate one of the following so we can continue working on your order.

I would like the missing item(s) reshipped to me. I would like a refund for the missing item.

Thank you for reaching out and allowing us the opportunity to investigate and remedy these concerns. Please provide information on the issue with your order on the first line along with the requested order information.
We will thoroughly investigate this situation and will get back to you as soon as possible with our findings and in regard to your requested resolution. Thank you again for contacting us and rest assured, we will get back to you as soon as we have more information.

We sincerely apologize that you are unhappy with the product received and will thoroughly investigate what transpired and get back to you with further details. In the meantime, please indicate one of the following so we can continue working on your order.

I would like the product replaced with the correct item. I would like to return my product for a refund.

Thank you for reaching out and allowing us the opportunity to investigate and remedy these concerns. Please provide information on the issue with your order on the first line along with the requested order information.
We will thoroughly investigate this situation and will get back to you as soon as possible with our findings and in regard to your requested resolution. Thank you again for contacting us and rest assured, we will get back to you as soon as we have more information.

What portion of your order would you like to change?

Engraving or personalization Shipping Address Product Shipping method

Please fill out your order information below starting with the desired new engraving or personalization for your order on the first line followed by the requested order information. We will contact our warehouse with your request and reach out to you once we speak with them to let you know if there are any issues making the change. Thank you!

Please fill out your order information below starting with the corrected shipping address on the first line followed by the requested order information. We will change the shipping address on the order as long as it is not already in process/on its way. We will reach out to you once we speak to our warehouse and let you know if there are any issues making the change. Thank you!

Please fill out your order information below starting with the desired new product for your order on the first line followed by the requested order information. We will contact our warehouse with your request and reach out to you once we speak with them to let you know if there are any issues making the change. Thank you!

Please fill out your order information below starting with the desired shipping method on the first line followed by the requested order information. We will contact our warehouse with your request and reach out to you once we speak with them to let you know if there are any issues making the change. If the shipping method is higher in price than your previous shipping method, we will contact you for a form of payment. Thank you!

What return or exchange questions can we assist you with?

Can I return my item if I don’t like it? I would like to exchange my item for something else. Do I have to pay return shipping?

You can see our full Return/Exchange Policy details at the following link: https://brookandyork.com/pages/return-exchange-instructions

Yes, you are responsible to pay for the return shipping for your return or exchange. You can see our full Return/Exchange Policy details at the following link: https://brookandyork.com/pages/return-exchange-instructions