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ORDER FAQ
Q: Will I receive an order confirmation once I submit my order?A: Once you submit your order, you will receive a confirmation email that is automatically generated from our server. This email will confirm that your order has been received by our system and is in line to be processed. If you do not receive a confirmation email within 24 hours, please contact Orders@BrownsNewBalance.com to confirm if your order has been received.
Q: When will my order be shipped?A: In stock orders are shipped within 48 hours from when the order is pulled from our system for processing. Some items are shipped directly from the New Balance warehouse which requires additional processing time. You will receive an email if there is additional processing time required for your order. You will also receive an email confirming the shipment of your order once we receive verification from our shipping department. Please note that shipments are sent out Monday through Friday and no orders will be shipped on Saturday or Sunday.
Q: How long will it take for me to receive my order?A: This depends on the shipping method you choose for your order. Orders shipping UPS Ground will arrive in 7-14 working days. For more specific shipping information and delivery times,please click here.
Q: What if an item I ordered is on backorder?A: There are occasions when an item you ordered may be on backorder. If this is the case, you will be notified by email and be given the date the shoes are expected to arrive to the warehouse for shipment. We do not process a backorder until we have your approval to proceed.
Q: What does it mean when an item has been discontinued?A: A discontinued item is a style that is no longer being made by New Balance. Most discontinued items have been replaced with an updated model or taken out of the New Balance line. Some discontinued styles can be found on our website at closeout prices. Sizes and widths are limited in these items. If you place an order for a discontinued item that has sold out, we will contact you via email and offer suggestions for a similar replacement.
Q: Is my credit card charged as soon as I place the order?A: No, we do not charge your credit card until after we receive the order and we are able to confirm all items on the order are in stock.
Q: What is your return policy?A: Because we want you to have what's RIGHT for your feet, you may return merchandise for an exchange, credit, or refund if you find that it is not of benefit and value. There are many places where you can buy the wrong footwear ... Brown's Catalog will not be one of them. For more information regarding our returns policy, click here.
Q: Do you accept International orders?A: Brown's Catalog is a United States based company. As a result, orders being shipped to an address outside the United States are considered international. Based on vendor policy, we are restricted from fulfilling orders being shipped to an address outside of the United States. As a result, we do not have the authority to service international customers.
Q: Do you share or sell my information to outside sources?A: Like many other merchants, we participate in cooperative database services which assist us in the matching of offline and online purchasing behavior so that we can better understand and serve your needs. For additional information, please view our privacy policy.
Q: Are there other ways for me to place my order other than online?A: Some of our most intelligent footwear features are awaiting your call. At Brown's Catalog, the same high quality that goes into making shoes should also be applied to servicing our customers. We're here to answer any and all questions. Whether you need advice as to which shoe is right for you or have a specific question concerning your order, you can contact our Product Specialists at 1-800-728-6247.
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SHOE CARE FAQ
Q: How do I care for my New Balance shoes?A: We recommend that you protect all of your New Balance and Dunham footwear with New Balance Water Repellent. NB's special repellent adds a protective coat that repels water and stains. You can also clean your shoes with New Balance Shoe Cleaner.Q: How do I get replacement laces for my New Balance shoes?A: On any purchase from Brown's New Balance, we'll keep you supplied with laces for the life of your shoes. You can request a replacement pair of laces by emailing us at Info@BrownsNewBalance.com or calling 1.800.728.6247. We will send you a pair of laces that match as close as possible to the original lace.
Q: When should I replace my insoles?A: Replacing your insoles not only maintains good footwear hygiene, but also proper arch support and shock absorbency. If your lifestyle is very active, you may want to replace the original insoles in your shoes after 90 days. Pull insoles out to check for flattened areas around the forefoot and heel. To view the New Balance insole line, click here.
Q: How can I tell when my shoes are worn out?A: Your body will remind you when it is time for new shoes. It is very common to develop minor ankle, knee, hip, and/or back pain when your shoes have lost the cushioning and support that they once provided. If you wear your shoes everyday, they will usually last 5-8 months. However, if you alternate your shoes, they may last 8-12 months, depending upon care.
FOOT CARE FAQ:
Q. I suffer from Plantar Fasciitis. What is the best shoe for me? A. Good arch support is critical. A shoe with a Stability Web will also supply additional arch support. Look for a shoe with ABZORB in both the heel and the forefoot for maximum cushioning or use the IAS3710 Ultra Arch Insole. If you have a high arch, try the SL-2 last which is available in both running and walking shoes from New Balance.More on Plantar Fasciitis...
Q. What's the difference between SL-1 and SL-2 lasts?A. The SL-1 last is made to accommodate a foot type that is typically long and narrow, with a smaller arch, and more shallow in depth. An SL-2 last, on the other hand, is made to accommodate a foot type that is typically shorter, wider in the toe area, thicker in depth and has a higher arch. More on Foot Types...
Q. I sometimes have a problem with shin splints. Is there anything I can do? A. Remember to do your stretching exercises before your workout activity. While you are recovering, reduce your level of activity to allow for proper healing.More on Shin Splints...
Q. I need a shoe recommendation. Should I talk with a pedorthist?A. Talk with our product specialists first. They are trained in New Balance componentry and performance technology. Medical questions they cannot answer will be referred to our pedorthists.
Q. What is a certified pedorthist?A. Certified pedorthists are much like pharmacists, only they specialize in filling foot-care prescriptions. We have a staff of 6 pedorthists who specialize in diabetic foot care, foot orthoses, shoe modifications, etc.More on Pedorthics...
Q. What is pronation?A. A pronating foot tends to come down or roll on its inner margin. Simply check the wear of an old pair of shoes. Excessive wear along the inner border of the heel and forefoot of a shoe is an indication of this condition. Please remember that some pronation is normal. However, severe pronation can cause arch, ankle, and knee pain.More on Pronation...
Q. What is supination?A. A supinating foot tends to come down or roll on its outside margin. Simply check the wear of an old pair of shoes. If the shoe shows excessive wear along the outside border of the heel and forefoot, you are probably a supinator. Severe supination can cause ankle or knee pain. More on Supination...
Q. Can I order a pair of custom shoes?A. We certainly do custom shoe work, but unfortunately this service can only be provided by prescription and in person at our retail stores. Call any of our five retail locations with a certified pedorthist to schedule an appointment