Returns & Exchanges

Returns and Refunds

Online Returns & Refunds

Have an item to return? We're here to help. Most products in new condition may be returned within 90 days, except as detailed in the Online Return Policy below. The Exchange is proud to serve you with three choices for expediting your return and product satisfaction.

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, 2017 qualifies for this Holiday Return/Exchange Policy and may be returned through January 31, 2018 accompanied with store sales receipt or online order confirmation. All other conditions of the current Return/Exchange Policy still apply.

Choose the return method convenient for you:

  • 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. Veterans who registered for Exchange online shopping privileges through 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.
    Follow packing slip instructions to expedite catalog or online order returns. For more details, click Returns by Mail. If we've made an error, we'll reimburse the standard shipping after your item is returned. Read more about our online Refund Policy. Do not mail computers to the Exchange.
  • Get customer service assistance.
    Need assistance returning specialty, oversized or damaged items, or just have a question? Friendly associates are happy to help. Call 1-800-527-2345 to return computers, jewelry, watches, appliances, furniture, mattresses and more. For details, click Specialty Returns.
  • Special Provision for appliances.
    If defects are apparent upon delivery, or if the product is unacceptable, you may refuse delivery and place another order.

Online Return Policy

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

  • 30 days: Jewelry and watches, camcorders, televisions (must be in original packaging), digital cameras, furniture, mattresses, major appliances, gas-powered equipment and DLATS (government-issue clothing).
  • 15 days: Bulk items (like large recreational/sports items or TVs over 60 in.), computers, tablets, GPS units and the following unopened items: software/peripherals, iPods and prerecorded music/videos/video games.
  • Non-refundable: Gift cards; prepaid music, wireless and phone cards; opened iPods, intimate apparel, breast pumps and bathing suits; personalized items; Military Uniforms Ready-to-Wear items; special orders; firearms; ammunition. For used major appliances, call Customer Service at 1-800-527-2345 to file a warranty claim.

Online Refund Policy

If you are dissatisfied with an online purchase, most customers can return merchandise to the nearest Army or Air Force Exchange retail store. Veterans who registered for Exchange online shopping privileges through can return merchandise by mail or by calling 1-800-527-2345 for assistance. Please keep a copy of your order confirmation or packing slip (if you don't have your order confirmation or packing slip, please contact Customer Service at 1-800-527-2345). You will be refunded the full purchase price and, if applicable, the U.S. Customs fee. (Exception: Diamond Jewelry over $1000 must be returned by registered mail to the shipping warehouse shown on the label.) 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, customer notification). All refunds/credits are made payable to the ordering customer, never the recipient.

Standard Shipping Refunds

If the return is due to an error on our part (for example incorrect item, damaged or defective), we will reimburse the standard shipping charges in full. Should you choose to return an item for any other reason, you will receive a refund for the sell price only. S/H fees, in this case, will not be refunded.

Mail a copy of your stamped postal receipt and a note with your order number, reason for the return and refund request to:

Exchange Online Customer Service
P.O. Box 660211
Dallas, Texas 75266-0211

Please do not return parcels to this address.

Oversized Shipping / Handling Refunds

You will need to work directly with Customer Service at (1-800-527-2345) for a refund on Oversized Shipping & 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're 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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