Frequently Asked Questions

Using the Exchange Online Store

How do I contact customer service?

Do you have questions about shopmyexchange.com? Need help with your order? Customer service is happy to assist you, 24/7.

Contact a friendly Exchange associate three easy ways:

Phone or Fax

Toll free: (800) 527-2345
Fax: (800) 446-0163
TDD: (800) 423-2011
Get a list of free
international numbers.

(Not available for
mobile devices.)

Email us

Submit questions and share feedback.

    How can I work for the Exchange?

    Explore exciting career opportunities and job openings worldwide.

    Registering to Shop Online

    Who is authorized to shop at the Exchange?

    The Exchange and its shopping website, shopmyexchange.com, are for the exclusive use of authorized Exchange customers throughout the world. This includes:

    • Active-duty military
    • Retirees
    • Reserve personnel
    • National Guard personnel
    • Ready Reserve
    • U.S. civilian Department of Defense employees, when stationed outside of the U.S.
    • Department of State officials serving in foreign countries
    • Dependents of the above

    If you can shop for retail merchandise at your local Exchange, you are authorized to order from shopmyexchange.com. If you have questions about your eligibility, call toll-free in the U.S.: 1-800-527-2345.

    How do I register to shop online?

    Shoppers have the option to browse the website without logging in; to make a purchase, they must log in. If you're ready to sign up and start saving right away, click "Login," then "Register Now" and follow these simple steps:

    • Create your account to validate shopping eligibility.
    • Establish unique username and password credentials.
    • Choose security questions.
    • Provide your email address.
    • Click the box if you wish to join the Online Savings Club to receive money-saving email offers.
    • Click "Create Account."
    Why is my Social Security number needed?

    Only authorized Exchange customers can order from the all services Exchange Online Store and the Exchange Online Mall. Since we are unable to validate eligibility online by viewing each customer's Identification and Privilege Card, we must validate eligibility through the Defense Enrollment Eligibility Reporting System (DEERS). The only information available for eligibility validation purposes is Social Security number and date of birth. For this reason, when first-time customers log-in to our site we are required to obtain the last four digits of their Social Security number, along with a date of birth and last name. The first time customers enter our site, however, they will be required to create a new Username to replace their Social Security number. Please be assured that we do not retain your Social Security number outside of the DEERS system and we take every measure to safeguard your personal information (for details, refer to our terms and conditions section, then click "Online Security Guarantee").

    How do I update my billing information?

    You can update your billing information online.

    How do I update my shipping information?

    You can update your shipping information.

    How do I change my username/password?

    You can update your username/password.

    Shopping

    Can I browse before I log-in to shop?

    Yes. Feel free to explore all the many exciting products and top brands available at shopmyexchange.com before logging in to the site. You will be given options to log-in to check Exchange prices or when you're ready to make a purchase. Returning customers can simply click the "Log-in" link at the top of the screen and enter a username and password, and new customers can "Register Now."

    How can I find what I'm looking for quickly?
    • Find an item quickly by entering a product keyword or item number and click "Search."
    • Use navigational headings to shop by specific categories.
    What is the Exchange price match policy?

    You can view our price match policy.

    Where can I find product recall information?

    You can view product recall information.

    Where can I buy gift cards?

    You can purchase gift cards.

    Online Savings

    Where can I find the best savings online?

    There are many ways to save at shopmyexchange.com! The homepage features the Super Daily Special and displays our current savings offers. You can also click the Savings Center, your one stop for savings, or visit the Sale section, to save big on clearance items going fast.

    Find all the best deals in the Savings Center:

    • Limited-time promotions
    • Everyday deals
    • Advertised specials and weekly ads
    • Online coupons
    • Military Star promotions
    What is the Online Savings Club?

    Sign up to receive exclusive offers, coupons, promotions, and sweepstakes opportunities in your email.

    What is your coupon acceptance policy?

    View our coupon acceptance policy.

    Online Ordering

    How do I place an order online?
    • Find the item you wish to buy.
    • On the right side of your screen, use the arrows to choose desired quantity, color and size, as applicable.
    • Click "Add to cart."
    • To view cart contents, roll your mouse over the "View Cart" navigation.
    • Click "Go to Cart" to see a shopping cart summary with price totals.
    • Ready to check out? If no, click "Continue Shopping." If yes, click the link to enter any coupon or promo codes, then click "Proceed to Checkout."
    • If no shipping address is on file, you'll be prompted to enter it now.
    • Click the "Next" button to verify your billing address, process your payment and review your order.
    • Enjoy your purchase!
    How can I check on the status of my order?
    • Click "my account" at the top left of the screen.
    • Click "Order Tracking."
    • Enter the order number you would like to view.
    • Click "Look it up."
    • You can also click on the previous orders listed on the page.

    Alternate method:

    • Click "my account."
    • Click "Manage My Account."
    • Look under the "my order" column, and click "Order Status, Tracking & History."
    How do I cancel or change my order?
    • Click "my account" at the top left of the screen.
    • Click "Manage My Account."
    • Look under the "my order" column, and click "Order Questions."
    • Click on either "I would like to cancel my order" or "I would like to change my order."
    • Fill out the form and submit.
    • A customer service agent will be in touch with you.
    • You can also chat, email or call 1-800-527-2345 to speak with a customer service agent.
    What if a product goes on sale after I order it?

    The Exchange Online Store will match a lower price from other online retailers, a lower Exchange retail store price or a lower price advertised our site. Some exclusions apply. Learn more about our Price Match Policy or contact a customer service agent.

    Do you offer gift wrapping?

    We offer gift wrapping on select items. Once you've added the item to your shopping cart, you'll see a message to the right of the item. If gift wrapping is available, you'll be able to choose it at that time.

    Paying For Your Order

    What payment methods can I use?

    You can pay with your Military Star Card, Discover, MasterCard, Visa or American Express.

    Do I have to pay sales tax on my order?

    You do not pay sales tax on an Exchange Online Store purchase. You do pay sales tax on select Mall vendors.

    How do I redeem a gift card?

    In the payment section during online checkout, you can fill in your Exchange Gift Card number as it appears on the back of your card.

    How can I check my gift card balance?
    • Click on "my account" at the top of the screen.
    • Click "Gift Card Balance."
    • You can also check the balance by looking under "About Us" in the "Relations" section. Click on "Gift Cards Balance."
    Can I make my Military Star credit card payment online?

    Yes, you can. Go to the Military Star link at the top of the screen and log-in.

    Shipping

    When will my order ship?

    You will get an order confirmation email with the standard shipping information, then status updates when the item ships. Items shipped from our warehouse ship within 2 business days. Items shipped directly from the supplier are shipped in 7 to 14 days. Personalized items may take longer.

    What are your shipping options and fees?

    Read to about our shipping options. View our shipping fees.

    Can an online order be shipped to my local Exchange?

    Select items can be shipped for free to participating Exchange stores located in the continental U.S. Look for the "Click to Brick" logo on these select items. Learn how Click to Brick works.

    How are customs charges handled?

    Learn about how Customs Duties are handled by the Exchange.

    Returns and Exchanges

    What is your policy for returns and exchanges?

    Read our Returns and Exchanges policy.

    What is your refund policy?

    Read about our Refund Policy.

    Security

    How do you keep my information secure?

    WE GUARANTEE YOUR SECURITY ON OUR WEBSITE: This site uses secure technology to safeguard the use of your credit card information online. We're so confident about our safety measures that we're offering you our Exchange Online Safety Guarantee. Here's our Exchange Online Safety Guarantee: WE WILL REIMBURSE YOU FOR THE AMOUNT OF ANY FRAUDULENT CHARGES NOT COVERED BY YOUR CREDIT CARD ISSUER IF FRAUDULENT CHARGES ARE MADE TO YOUR CREDIT CARD BECAUSE OF CREDIT CARD INFORMATION STOLEN WHILE YOU SHOP IN THE EXCHANGE ONLINE STORE.

    We can offer this Exchange Online Safety Guarantee because we're certain about our site security. We know that your credit card information is secure because it is encrypted. The use of Secure Sockets Layer (SSL) encryption on our website is the best global secure transaction technology available today. You should make sure your browser is capable of SSL to take advantage of the benefits of SSL secure technology while shopping at The Exchange Online Store. Doing so ensures that all sensitive information, such as credit card information and Social Security numbers, is encrypted before being sent over the Internet.

    What is your privacy policy?

    The privacy of your information is very important to us.

    • Click "customer service" to a view our general help page.
    • Click "Legal Disclaimer."
    • Click "Privacy Policy."
    What are cookies?

    Cookies are alphanumeric identifiers that we may transfer to your computer's hard drive in the form of text files through your web browser to enable our systems to recognize your browser and in some instances to provide personalized features/offers online. As for the difference between session cookies and persistent cookies:

    • Session cookie: A cookie that is erased when the user closes the web browser. The session cookie is stored in temporary memory and is not retained after the browser is closed. Session cookies do not collect information from the user's computer. They typically will store information in the form of a session identification that does not identify the user. Session cookies are also referred to as transient cookies or temporary cookies.
    • Persistent cookie: A cookie that is stored on a user's hard drive until it expires (persistent cookies are set with expiration dates) or until the user deletes the cookie. Persistent cookies are used to collect information about the user, such as Web surfing behavior or user preferences for a specific website. Persistent cookies are also referred to as permanent cookies or stored cookies.

    The Help and/or Tools/Options menu(s) on the toolbar of most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. Additionally, you can disable or delete similar data used by browser add-ons, such as Flash cookies, by changing the add-ons settings or visiting the website of its manufacturer. However, because cookies may allow you to take advantage of some of our features/offers online, we recommend that you leave cookies turned on.

    Phone and Gift Cards

    Gift Cards
    What are exchange privileges?

    Exchange privileges are granted to authorized customers from all branches of the military service and other authorized federal departments or agencies serving with or on temporary duty with the U.S. Forces throughout the world. Anyone with exchange privileges may receive an Exchange Gift Card to include Active Duty, Retirees, Reservists and National Guard personnel and their dependents.

    Who are authorized Exchange customers?

    The Exchange Online Store is for the exclusive use of authorized Exchange customers throughout the world. This includes:

    • Active Duty Military
    • Retirees
    • Reserves
    • National Guard personnel
    • U.S. Civilian DoD employees, when stationed outside of the US
    • Department of State Officials serving in foreign countries
    • and dependents of the above

    If you can shop for retail merchandise at your local Exchange, you are authorized to order from the Exchange Online Store. If you have any questions about your eligibility, call toll free in the U.S., 1-800-527-2345.

    Where can they use the Exchange eGift Card?

    The Exchange eGift Card can be redeemed only at shopmyexchange.com.

    Where can they use the Exchange Gift Card?

    The Exchange Gift Card can be redeemed in the Exchange retail and food facilities, to include 90% of OEF/OIF locations. The Exchange Gift Card can also be redeemed at Marine and Navy retail locations. They are not redeemable at The All Services Exchange Catalog or the Exchange Online Store and the Coast Guard Exchange.


    Calling Gift Cards
    Why should I purchase the Military Exchange prepaid cards?

    For service members to receive the best calling rates from OEF/OIF, senders should take advantage of the savings and purchase the Military Exchange 550 and 300 Minute Prepaid Card as it offers the best value when calling home.

    What is the difference if I send a loved one an AT&T prepaid card purchased from another retailer?

    Although AT&T phone cards are available at several domestic retailers, they do not offer the best value when placing international calls to the U.S as compared to the AT&T Military Exchange 550 and 300 Minute Global Prepaid Phone Card.

    Prepaid phone cards are generally designed and marketed for use only within the 48 contiguous states by other retailers as the cards are generally sold for domestic use. Domestic retailers do not target nor negotiate low international calling rates to the U.S. Therefore, they set international prices higher, as their target market is domestic. Service members may be sent prepaid calling cards from home or provided pro bono prepaid cards from private organizations; however, the Military Exchange does not control the negotiated rates for these products and rates may be significantly higher as well as incur connection or other hidden fees. Additionally, other payment options are available when placing calls such as telephone calling cards, commercial credit cards, and collect calls. Using these products when placing calls from Iraq will be significantly higher and rates vary for each product. Telephone calling cards may include unforeseen charges, connection and service fees. Using the 550 and 300 Minute Global Military Exchange Prepaid Card offers the troops the best value when calling from OEF/OIF back to the U.S as they do not carry any hidden charges, connection fees and the minutes do not expire.

    What if my family or friends want to recharge minutes on my prepaid card?

    Friends and family back home can "recharge" minutes to a deployed soldier's prepaid card. Simply have the deployed soldier provide you with the 800 number and pin number located on the back of the prepaid card. Then simply call the 800 number and follow the voice prompts to add minutes.

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