Returns & Exchanges

Returns and Refunds

Online Returns & Refunds

Have an item to return? We are here to help. Most products in new condition may be returned within 90 days either to a store or by mail, except as detailed in the Online Return Policy below. Patrons of who shop via the Veteran's Online Shopping Benefit can return merchandise by mail.

Holiday Return/Exchange Policy

As an added convenience for Exchange in-store and online customers, we have temporarily extended our Return/Exchange Policy. Merchandise purchased between November 1 and December 24, 2021 qualifies for this Holiday Return/Exchange Policy and may be returned through January 31, 2022 accompanied with store sales receipt or online order confirmation. All other conditions of the current Return/Exchange Policy still apply.

Make the Exchange your first stop.

Whether you made your purchase in store, online or by phone, most customers can return merchandise to your nearest Army or Air Force Exchange retail store. Patrons of who shop via the Veteran's Online Shopping Benefit can return merchandise by mail or by calling 1-800-527-2345 for assistance. If unable to return an item to an Exchange store, or if an item is damaged, call Customer Service at 1-800-527-2345. Exchange stores cannot accept damaged items.

Enjoy easy returns by mail.

Simply request a return from your order history. Print your return label. If you do not have the original product packaging, use a sturdy box and include padding such as packing bubbles or newspaper. Attach your return label to the package and ship. Please be aware some products have different policies or requirements associated with them.

Online Return Policy

Items must be returned within 90 days, except as follows:

  • 30 days: Jewelry, watches, camcorders, televisions (must be in original box), digital cameras, furniture, mattresses, major appliances and DLATS (government-issue clothing).
  • 15 days: Bulk items (like large recreational/sports items or TVs over 60 in.), computers, tablets, GPS units, fitness devices and the following unopened items: software/peripherals, iPods and prerecorded music/videos/video games.
  • Non-refundable: Gift cards, prepaid music, wireless and phone cards, personalized items, Military Uniforms Ready-to-Wear items, special orders, firearms, and ammunition. For used major appliances or major appliance returns outside of the return period, the manufacturer’s warranty may apply. See your owner’s manual for specific product details and proper handling. The Exchange is not able to take back items classified as hazardous materials or that use flammable liquids or gases (contact the manufacturer directly for service, warranty, return and refund information).
  • Marketplace (Specialty & Mall) Stores: Returns and refunds for merchandise purchased through Marketplace (Specialty and Mall) stores are handled through the vendors. See Specialty and Mall store websites for individual refund policy details.

Diamond jewelry and watches over $1000 must be returned by registered mail to the address below. If your merchandise is received damaged or defective, you will receive a full refund once the item is returned. Verification of purchase is required (receipt, order number or customer notification). All refunds/credits are made payable to the ordering customer, never the recipient.

HQ Ecomm Returns
3911 S Walton Walker Blvd
Dock 14/15
Dallas, TX 75236

Oversized Shipping / Handling Refunds

You will need to work directly with Customer Service at 1-800-527-2345 for a refund on oversized shipping and handling fees, and to arrange for merchandise pickup. Oversized items require special handling and may incur an additional S/H fee. Cancellation of oversized items after shipment may incur a minimum of $95.00 Exchange relocation fee.

Customs Fee Reimbursement

If you have paid U.S. Customs fees on an item you are returning to the Exchange Return Center, you must have the return shipment certified by the local U.S. Customs Office (or Post Office if the recipient is more than 20 miles from a Customs Office). To apply for reimbursement of customs fees, a written request and the original certification should be mailed to the Customs Office listed on the customs payment receipt. In this instance, the Exchange will not reimburse customs fees.

NOTE: There are no refunds for personalized items.

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