Customer Service

Contact Us
Your satisfaction is very important to us. If you have any comments, suggestions or questions:

Telephone: 1-800-617-0087, Monday thru Friday, 9am – 9pm, Sat. 10am - 9pm, Sunday 11am - 9pm (EST)

Email: service@BrownsOn5th.com

Mail: BrowsOn5th.com
98 South Main St.
Zionsville, IN 46077

Fax: 317-713-1288 or 317-713-7193

We look forward to hearing from you.

Sales Tax
Sales tax added to your order will reflect the applicable state and local sales taxes to orders shipped within the state of Indiana. The Internet Tax Freedom Act, signed into law on October 21, 1998, does not preclude sales and use taxes on any and all commerce conducted over the internet. State and local governments are allowed to impose sales and use tax on all such electronic sales, provided that the tax rate is the same as that which would be imposed on the transactions if they were conducted over the phone or in our local store. For orders delivered to Indiana, the state and local sales tax rate is currently 6%.

Payment Options
We accept Visa, MasterCard, Discover, amex and PayPal (Pay Pal orders must be completed online). Personal checks and cashier’s checks are also accepted.

Prices are subject to change without notice. We apologize in advance for any errors on the website (pricing, sizing, availability). We make every effort to keep the site updated, but may sell out of an item before we can update our website. We ask for your patience and understanding. Thank you.

Gift Certificates/Coupons/Promotions
You can redeem a BrownsOn5th Gift Certificate at any time for any of our products. Just place your order and when you are checking out you will be prompted to enter your Gift Certificate code. The amount of your gift certificate will be automatically deducted from your order! You can use a credit card to cover any additional amount in excess of the gift certificate amount.

Gift certificates must be redeemed at our web site - www.brownson5th.com.

Gift certificates are not redeemable for cash. Remaining amount of Gift Certificate can be used on your next purchase. You must use the same gift certificate code. If your order exceeds the amount of your gift certificate, you must pay for the balance with a credit card. Gift certificates expire one year after issuance.

As a BrownsOn5th preferred customer, you will receive coupons throughout the year. You can become a preferred customer by signing our email list at the following link (click here). During the checkout process, you will be asked to enter the coupon code provided. Once it has been entered, hit the submit button and continue with the checkout process. Your savings will be reflected on the screen.

The following rules apply to all coupons/promotions.

• Special offer valid only through specified dates.
• Offer is not retroactive – not valid on prior purchases.
• Normal return policies apply.
• Not valid with other discount offers.
• Merchandise of same value cannot be exchanged.
• If necessary, Browns On 5th reserves the right to make substitutions to free gifts with purchase.
• Coupons not redeemable for cash.
• Only one coupon per customer.
• Minimum purchase may be required; individual purchase requirements are indicated on each coupon.

Privacy and Security
BrownsOn5th.com respects the privacy of our valued customers. We will not share your personal information with anyone. Our goal is to make your shopping experience easy, safe and confidential. We've put huge efforts into our security measures to better serve you. BrownsOn5th is committed to earning and keeping your trust. We understand the need for our members' personal information to remain secure and private, and we have deployed industry-recognized safeguards to protect your personal information. We do send out information about services and products we offer to anyone that has ordered from us, who has requested a catalog or anyone that has requested to be included in any contest or to hear about specific product news and updates.

For your protection, BrownsOn5th.com uses secure servers that encrypt all of your personal information, such as name, address, and credit card number, before it is sent to us. Information sent via the internet can be trusted to arrive privately and unaltered to our secure server only.

If you prefer to place an order via the telephone, a personal shopper is available to assist you Monday thru Friday, from 9am – 8pm and Saturdays from 10am-5pm. If you receive voicemail, please leave a message and you will be called back.

Refusal of Delivery
If a package is refused for delivery, the customer will be responsible for actual shipping charges incurred by BrownsOn5th. Once the package is received back in our warehouse, a credit will be issued to the original credit card for the purchase price less the actual shipping cost of shipping the package to you. This shipping charge will apply even if you were not originally charged shipping under a Free Shipping* promotion. The purpose of this is to avoid unnecessary shipping costs and to allow us to offer the lowest shipping rates possible. This does not apply to packages that appeared to be damaged in shipping.

Fabric Swatches/Samples
We are happy to offer sample kits to assist customers with their decorating needs. These kits include fabric swatches, paint color samples and wood and metal finish samples for many of our furnishings and linens in order to help customers make the best selection. If you would like to receive a sample kit, please call us anytime at toll-free 800-617-0087 Monday through Friday between 9 a.m. and 8 p.m. (central time).

A credit card is required to process your request for samples. A $15 charge will be applied to your credit card once the samples are sent to you. After reviewing samples, please return them in the postage paid envelope provided. Once the sample set is returned to BrownsOn5th, the $15 charge will be taken off your credit card.

Track Your Order
If you have placed an order and would like to track it you can use our track a package feature.

As soon as we ship your order, we'll send you an e-mail to let you know it's on the way. You can also check the status of an order by clicking the track a package link.

Once you get the e-mail from us telling you that your shipment has left our warehouse, you can figure that packages sent via Ground shipping should take approximately 3-5 days to arrive. Keep in mind that our warehouse is located in Central Indiana, so depending on where you live you might get your package in less than 5 days.

Our shipping days are Monday through Friday, excluding holidays, so please be aware that Next Day and 2nd Day Air orders must be placed by NOON (12PM ) Central Time to be shipped the same business day.

If your package is late in arriving, please double-check the status of your shipment using the online order tracking system.

If you've double-checked the tracking status and you're still wondering where your package is, don't worry. Simply contact our customer service department and we'll be happy to assist you.

Special Offers/Promotions/Pre-Sales

The following rules apply to all current special offers and promotions, including pre-sale orders.

• All pre-orders using a coupon code will be charged at point of sale.
• Pre-orders for retiring items will be shipped after the items are officially retired.
• Special offer valid only through specified dates. Offer is not retroactive.
• Normal return policies apply.
• Not valid with other discount offers.
• Merchandise of same value cannot be exchanged.
• If necessary, Browns On 5th reserves the right to make substitutions to free gifts with purchase.
• Free monogramming & Free Shipping* only applies to regularly priced items. We reserve the right to change monogramming and shipping policies at any time.

Shipping Methods and Charges
Shipping charges are based on flat rates and outlined on each product page.

Generally : Free shipping on regularly priced orders over $99 to the US excluding HI, AK. HI & AK we charge priority mail rates. Ground shipping on regularly priced orders under $99 is $6.95. 2 Day FedEx Express service is $17.50 to the US excluding HI, AK.

BrownsOn5th takes great care to ensure safe transport to your home. Although our items are packaged properly, in some instances transit-related damage may occur. It is imperative that you inspect your order carefully when it arrives. Take the time to note any damage to your order on delivery. Upon inspection, if you find that your merchandise is damaged, do not refuse the shipment. Leave the merchandise in the original container and contact BrownsOn5th at 800-617-0087. Damages must be reported to BrownsOn5th at the time of delivery by calling us at 800-617-0087. If you do not inspect your items upon delivery and call us immediately, BrownsOn5th will be unable to assist you in repair or replacement of damaged merchandise.

If an item is on back-order, we will do our best to note it on the product page with an expected ship date. On rare occasions, we are not notified of the back-order status from some of our vendors, and are unable to update the site with the proper information before orders can be placed. We will contact you if you have placed an order that is on back-order and give you the option of keeping the order or canceling your order and receiving a full refund.

Rush orders – Select items cannot be rushed. Please contact us if it is absolutely necessary that you receive your order in less time than indicated to make sure that we can get your order to you in time. Rush orders cannot be cancelled. We ship overnight and 2-day packages via Fed Ex. Please note, Fed Ex does not pick up on the weekends. If you order after 3pm Friday for Rush delivery, it will not go out until Monday.

If you need your order by a specific date…ie…for a shower, by your due date, please contact us at 800-617-0087 and we will do our best to get it to you by that date, but cannot promise it will be there by then.

Because we offer an extensive selection of furnishings and accessories including large and uniquely shaped items, delivery may require special care. Many items in the BrownsOn5th collection are shipped to you directly by the vendor.

International Orders
Yes, BrownsOn5th ships most of our products internationally. BrowsOn5th will contact the customer via email and make arrangements to ship the order according to current USPS.com rates.

PLEASE NOTE: Because we have no control over what a country will charge, it is the receivers responsibility to pay all Custom Duty taxes and charges. If you refuse the items at time of delivery you will still be charged for the shipping and the return charges. This applies only to International orders, domestic orders are not effected by this policy.

Special Order Policy
These items are ordered directly from the manufacturer on a per-customer basis and are considered special order products: all furniture, stamp art, monogrammed silver jewelry, and monogrammed bags. Some special order items can take up to 8 weeks for delivery, but most take between 4-6 weeks. We will keep you updated and advise you if we expect that your order may be delayed over the anticipated time frame.

All special orders require payment in-full upon order and because these items are made to your specifications, we cannot accept returns of special orders. If a special order item is sent back to us without notification, a 30% restocking fee will apply.

Special order cancellations must be done within three business days of your order date and will be accepted as long as the order has not been shipped. This must be done via phone at 800-617-0087. Cancellations left on voicemail or email will not be accepted.

Return Policy
BrownsOn5th.com is committed to courteous service and customer satisfaction.

If you are not satisfied with your purchase, we will gladly refund the original price of purchase, or exchange your purchase within 30 days of the original order. If you didn't actually make the purchase (say, you received a gift) and would like to return it, we will issue you store credit toward your next visit with us. Simply return the merchandise in its original, resalable condition, including attached tags, for a full refund. All returns will be processed as soon as they arrive back to us. Shipping and handling are the customer’s responsibility (both to us and back to the customer), unless the item has a manufacturers defect. If the item is returned and declared defective by BrownsOn5th.com, we will replace the item and refund your shipping charge. Items that are returned after the 30 day period are subject to a 30% restocking fee.

Returns/Exchanges will not be accepted on monogrammed merchandise (unless damaged or a monogramming error was made by BrownsOn5th.com), discounted or retired items. If discounted or retired items are sent back, there will be 30% restocking fee for the items being returned.

If merchandise was purchased with our free shipping promotion and is returned, you will be credited 100% of the original purchase price, less a $6.95 processing fee.

If we have inadvertently sent you incorrect merchandise, we apologize. Please call us at 800-617-0087 to have us schedule a Fed Ex pickup. BrownsOn5th will pay for this service.

In the event of special promotions or discounts, BrownsOn5th reserves the right to apply additional rules. Those rules will be posted on the relevant promotions pages at the time the offer is valid. Please call our customer service at 800-617-0087 if you have any returns-related questions that are associated with these special offers.

To return/exchange merchandise to BrownsOn5th.com, a copy of the original invoice and a copy of our return/exchange form must accompany the return/exchange. You can download a copy of this from our website at: Policy.PDF or fill out the form included in your order.

Please ship returns to:
BrownsOn5th.com
ATTN: Online Returns
98 South Main St.
Zionsville, IN 46077

Please ship the product back to us via UPS, Fedex, or USPS. We STRONGLY recommend that you insure the package being returned to us. This protects you in case the shipment is damaged or lost in transit. Remember, we can only credit you for items received back in our warehouse.

We’ll send you an e-mail when we receive the package. If you’re returning a gift, we'll e-mail or phone you with a coupon code for in-store credit.

Damaged/Defective Items
If an order arrives at your door damaged, broken or defective, we will either replace the broken parts if possible or ship out a new one completely at our expense. Simply call our customer service department at 800-617-0087 and we will do everything possible to rectify the problem and make your shopping experience a positive one.

BrownsOn5th takes great care to ensure safe transport to your home. Although our items are packaged properly, in some instances transit-related damage may occur. It is imperative that you inspect your order carefully when it arrives. Take the time to note any damage to your order on delivery. Upon inspection, if you find that your merchandise is damaged, do not refuse the shipment. Leave the merchandise in the original container and contact BrownsOn5th at 800-617-0087. If you do not inspect your items upon delivery or contact us immediately, BrownsOn5th will be unable to assist you in repair or replacement of damaged merchandise.

Order Changes/Cancellations
If you have placed an order and would like to cancel it for any reason please contact us by calling 800-617-0087 within three hours of placing your order to cancel it free of any charges. After that, we will do all that we can to cancel or change the order with the manufacturer but there is no guarantee that we will be able to stop it from being shipped. If the order is shipped, it then qualifies as a return. Please see the Return Policy for details.

Orders cannot be cancelled via email and cannot be cancelled after an order has shipped or is monogrammed.

Order changes cannot be guaranteed if received via email. Email changes should have “change order” in the subject line to receive prompt attention and we will do all we can to change your order.

Special order cancellations must be done within three business days of your order date. (See Special Order policy).

Incorrect Ship To Address Provided
Packages that are returned or shipped with an incorrect address provided by the customer will be subject to additional shipping charges. Orders that are later cancelled due to an incorrect address provided by the customer are also subject to actual shipping charges. Once we receive the package back in our warehouse, we will issue a credit to the original credit card for the purchase price less the actual shipping cost. This shipping charge will apply even if you were not originally charged shipping under a Free Shipping* promotion. Requests for packages to be shipped again will be subject to actual shipping charges. The purpose of this is to avoid unnecessary shipping costs which allow us to offer the lowest shipping rates possible.

1. Information about the product, including wholesale pricing, drop shipping (is this something you offer?), turnaround time.
2. Contact name, address, phone, fax, email address, including best time to be reached.
3. Product sample or photo. Samples submitted cannot be returned unless arrangements are made prior to submitting actual sample. Brown’sOn5th.com does not pay for product samples. We appreciate actual samples and thank you in advance for allowing us this opportunity to view your product. This is the best way for us to determine if a new line will fit with the Brown’sOn5th.com image. Due to the overwhelming interest to be added to Brown’sOn5th.com, it may take several weeks for us to give your product our attention. We will respond to those we are interested in adding to our store.
4. If submitting via regular mail, please send to:

   Brown’sOn5th
   Product Submissions
   98 South Main Street
   Zionsville, IN 46077