Frequently Asked Questions

HOW CAN I CONTACT CUSTOMER SERVICE?

You can call the Customer Service hotline (800-323-0736) Monday – Friday from 8am – 6pm EST. 

You can email our Customer Service team anytime at customerservice@scoutshop.org, and they will respond within one business day. 

Lastly, you can reach out to our Customer Service team via mail: 
Boy Scouts of America Supply Group 
P.O. Box 7143 Charlotte, NC 28241 

CAN I CHECK MY PAST HISTORY OF PURCHASES? 

The online purchase history is available from June 2011 through today. If you have any questions about an order before then, please call our Customer Service team at 1-800-323-0736. All future orders you place online can be tracked by visiting the My Account section via the link at the top of the page after you log in.

WHAT WILL BSA DO WITH MY PERSONAL INFORMATION? 

BSA will use your personal information to communicate with you about your order. Your information will not be shared, exchanged with, or sold to any third party. For more detailed information, please view our Privacy Statement.

WHERE DO I VIEW AND CHANGE MY PERSONAL INFORMATION? 

Once you log in, you can view and update your personal information using the "My Account" at the top of the page.

WHAT INFORMATION CAN I VIEW AND/OR CHANGE?

You can view and change all of your personal information, billing, and shipping address, as well as manage your newsletter subscription. You can also view your order status and order history if orders exist.

I AM IN THE U.S. MILITARY STATIONED OVERSEAS. WHAT DO I DO WHEN SETTING UP MY MAILING ADDRESS?

Customers with U.S. Military APO/FPO addresses should choose one of the Armed Forces choices under State/Province when creating or updating an account.

WHAT'S A PROMO CODE/COUPON/DISCOUNT CODE?

A promotion code is a special code occasionally offered to allow users to take advantage of promotions. 

ARE THERE EXCLUSIONS FROM PROMOTIONS AND/OR DISCOUNT CODES?

Certain products are excluded from promo codes. See the specific details of the promo code for excluded products.

WHAT'S A "CREDIT CARD CODE"?

The credit card code is your security code from the card itself. It's the last 3-digits on the back of the credit card, located on the signature panel.

WHAT HAPPENS AFTER I PLACE MY ORDER?

You will receive a confirmation of your order by email after it has been accepted. You will receive a second email confirming the items you have ordered are in stock and notifying you of any items that may be temporarily unavailable or no longer available. Finally, you'll receive a third email when your order ships, providing your shipping and tracking information.

If you were logged into your account when you checked out, you can also view your order status and history, under the "My Account" link at the top of the page.

I WISH TO CHANGE OR CANCEL AN ORDER I JUST PLACED. WHAT DO I DO?

Once an order is placed on Scoutshop.org the only way to update it is to call our Customer Service hotline at 1-800-323-0736.

I CAN'T ADD ITEMS TO MY BAG.

If an item is out of stock, discontinued, or restricted, you will not be able to add the item to your cart.

Additionally, our site is designed to use "cookies" to keep track of the items that you order during your shopping session. When you're ready to check out, all of the items are saved in your shopping cart by using the cookie. If you don't enable cookies in your browser, our site won't remember what you've ordered, therefore making your shopping cart empty.

We also suggest that you use the latest version of Safari, Edge, Chrome, or Firefox to view our site. Internet Explorer is no longer supported by Microsoft.

HOW DO I TRACK MY ORDER?

To check your order status online you must have an account and login. If you already have an account, click on "My Account" at the top of the page to go to your Account page, and then click on "My Orders". Once you're there, click "View Order" to see detailed order information. You may also place reorders by clicking on that link. This will populate your bag with the items in that order. Your last five orders are also viewable directly from your Account Dashboard.

HOW DO I CHANGE OR ADD A BILLING OR SHIPPING ADDRESS?

Click My Account, then "Address Book" to add, edit or delete any address you have in your account. You may also change your default billing and shipping addresses in your Address Book.

WHEN MY BACK-ORDERED ITEMS CAME IN, I GOT AN EMAIL THAT SAID YOU WERE BILLING MY CREDIT CARD FOR THE TOTAL AMOUNT OF MY ORIGINAL ORDER. IS THIS CORRECT?

You are only billed for the amount of the items that were previously on backorder. We do not bill for an item until it has shipped.

WHY HAVEN'T I RECEIVED ANY EMAIL CONFIRMATIONS OF MY ORDER OR MY SHIPPING DATE?

The most common cause for customers not receiving email confirmations is an email service, including Yahoo Mail or Gmail, blocking our emails to you. To avoid these spam controls, which only allow email messages from known individuals, please add customerservice@scoutshop.org, to your address book if you wish to receive confirmation email messages regarding your orders.

HOW DOES DEBIT CARD AUTHORIZATION WORK?

When you make a debit card purchase, Scoutshop.org requests authorization from your bank for the transaction. Your bank immediately places a hold on your account for that amount. When your merchandise ships, Scoutshop.org charges your account and the actual withdrawal takes place. If there is a delay in fulfilling your order, we will again request authorization from your bank to verify that funds are still available. If your order is canceled, you may contact your bank to request an immediate release of the hold placed on your account. Please note it may take your bank several business days to release a hold that they have placed on your account.

HOW DO I ORDER A CUSTOM FLAG?

To order a custom flag, please proceed to https://carrot-top.com/bsa to place your order. 

WHAT ARE YOUR BROWSER REQUIREMENTS?

Scoutshop.org is designed for use with Edge, Chrome, Safari, and Firefox. If you currently use Internet Explorer 11 or older, or other non-supported browsers, you may experience technical difficulties with online ordering from this website.

To purchase products online at Scoutshop.org , you must use a browser that is SSL-compliant and has a "secure mode." (To make sure your browser is secure, look for a closed lock or an unbroken key at the bottom of the Shopping Cart Checkout page.) You must also have JavaScript enabled in your browser's preferences. If you continue to access our site with a browser other than those recommended above, key functions such as Checkout (online ordering) and Registration may not work properly. You can click below to download a browser that will allow you to view our site properly or give us a call at 1-800-323-0736 to place an order.

Click to download a compatible browser: Edge, Chrome, Safari, and Firefox. 

WHAT'S A "COOKIE"?

Cookies keep track of the items that you order during your shopping session. When you're ready to check out, all the items are saved in your shopping cart by using the cookie. If you don't enable cookies in your browser, our site won't remember what you've ordered, therefore making your shopping cart empty.

WHAT'S A WISH LIST?

A Wish List is a list of products that someone (you) would like to have. You can use the Wish List as a "shopping list" to identify future purchases you want to make or share your Wish List with family or friends so they can purchase these items for you.

HOW DO I ADD ITEMS TO MY WISH LIST?

Nearly every product on Scoutstuff.org carries a gray "Add To Wishlist" button that you can use to add the particular item to your Wish List.

HOW DO I SHARE MY WISH LIST WITH OTHERS?

On your Wish List page, there is a button that carries the phrase, "Share Wishlist". Click this button and follow the instructions on the page to e-mail your Wish List to one or more individuals.

CAN MY FAMILY OR FRIENDS BUY THINGS FOR ME FROM MY WISH LIST?

Yes. When you share your Wish List, the e-mail you send includes a link back to ScoutShop.org, with an automatic log-in into your account and takes the individual right to the Wish List Page. He or she can add any items to the shopping cart and check out.

A word of caution: When you share your wish list, others have access to your account. However, they cannot change your shipping address or charge anything to your credit card (we don't store your numbers). Any orders placed with your account access will be shipped to the physical address on your account.

HOW WILL I KNOW WHO PURCHASED ITEMS FROM MY WISH LIST?

Once an item is purchased from your Wish List, it is removed. You will receive an Order Confirmation e-mail notifying you that someone has placed an order for you. The email will contain the name and a message from the purchaser should he or she decide to provide this information.

I ADDED AN ITEM TO MY WISH LIST, BUT IT DID NOT SHOW UP. WHY?

This can easily occur on items where you have multiple selections, like uniform shirts, shorts or patrol emblems. Make sure that you have entered a quantity for the item you want to purchase, "click" the check box at the bottom of the page, then "click" the "Add to Cart" button. Often the primary reason for this is that the quantity is not entered, or the check box is not marked.

WHAT HAPPENS IF I LOSE MY CARD?

Gift cards should be treated as cash and Boy Scouts of America cannot be responsible for any lost or stolen cards. If your card is registered, BSA will do its best to cancel a card and issue a new card for any outstanding balance available at the time you report it lost or stolen. However, we cannot guarantee we will be able to replace the unused funds.

HOW DO I CHECK MY CARD BALANCE?

To check your gift card balance, click here.

CAN I USE THIS GIFT CARD IN MY LOCAL SCOUT SHOP?

Yes, Gift Cards are accepted at National Scout Shops across the country. Please call your council's store for verification if they accept gift cards or not. For a listing of all the National Scout Shops, click here.