FAQ's

Here at the Scout Shop we are committed to providing you with the help and support you need to use this site and make your purchase, with ease.

Listed below are list of help desk topics to help you with your query. 

 

SIGNING IN AND OUT

LEADER ACCESS

If you are a leader and need access to order leader uniform, leader restricted badges and any other leader access only product you will need to sign in under “Scout Leader Sign In”.

This can be found either by clicking on the yellow banner on the home page or the ‘Sign In’ link on the top right of the home page and signing in as a leader.

Use your Scout central member number and password. Your role in Scouting will determine what products are available to you to purchase.

If you do not have a Scout Central member number and password contact either your group leader or state branch to access these details.

 

NON MEMBER ACCESS

For Non Members, create a customer account using the register section, by clicking on the ‘Sign Up’ link on the top right of the home screen.

 

ACCESSING RESTRICTED/LEADER ONLY PRODUCTS

Please note not all products available on Scout Shop can be purchased by youth members or non-Leaders. This is because some products are considered specialised in the Scouting community and can only be purchased by section leaders.

Login to Scout Shop using your Scout Central ID to view the full range of products available to you. Youth members and non-leaders can still purchase a large range of uniforms, souvenir badges and books.

All Non Warranted members, office bearers or Adult helpers can request a Member ID with leaders Access through their branch.  Assignment of these Member ID's is at the Branches discretion, after completing all relevant forms.  Please contact your local Branch for further details.

 

 

ORDER PROCESSING AND SHIPPING

Orders are processed Mon-Fri, 8am – 3pm. The Distribution Team does not process orders on weekends or public holidays. All parcels are dispatched from the Scout Shop Distribution Centre, Melbourne Australia.

Our carriers of choice are Fastway Couriers and Australia Post.

If your order is received before noon AEST and is in stock, and is requested to be sent express post it will be packed and dispatched the same day.

All regular parcel post orders will normally be dispatched within 2 business days of order placement.

You will be emailed with a shipment email when your order is dispatched from the distribution centre.

*PLEASE NOTE: If your order is for badges or small items only and is under the value of $50 this will be sent with Australia Post in a standard envelope - These orders can take up to 10 working days to be delivered and are not trackable. If you require your order prior to 10 days please select Express Post delivery at Shipping.

There are two delivery options available for online orders:

Standard

Melbourne Metro deliveries can be expected in one - two business days.

Sydney, Canberra, Brisbane, Adelaide Metro can be expected in three - five business days.

All other Australian destinations can expect deliveries in five - ten business days.  

International orders will take longer and depend on the postal service of the destination country.

Express

Next business day to all Metro areas (excluding Perth & Darwin) and three - five business days to most other destinations. Check to see if your postcode is included in the Next Business Day Delivery network. http://auspost.com.au/parcels-mail/delivery-areas.html and click on Express Post Delivery Postcodes.

AUTHORITY TO LEAVE 

Loss of parcel where Authority to leave has been selected by the customer, is at the customers own risk.  Resending of these lost parcels is at the Scout Shops discretion.

INCORRECT ADRESS / PARCEL NOT COLLECTED

Sometimes we receive returned parcels that have been deemed undeliverable by the Carrier or have not been picked up from either the Post Office or Courier Depot. 

This can be due to an incorrect address.  Please, ensure that the correct information is entered into the relevant field in the Checkout process and that the Shipping Address is correctly spelt with the correct post code (where necessary).  Parcels that return to the Scout Shop and have been incorrectly addressed by the customer may incur a redelivery fee.

  

TRACKING MY ORDER

You can view all your orders by logging into the site and then going to My Account – My Orders

This will show you a list of your orders placed on the site with the current status of each order.

 

If you have any further queries regarding your order, please have the TSS order number on hand and contact the Customer Service Team on (03) 9333 7100 (Mon-Fri, 9am - 5pm).

 

SECURE SHOPPING

We use technology that ensures the confidentiality of all your personal details, including credit card information. The secure communication channel between our servers and your computer are provided by the Secure Socket Layer (SSL) standard protocol that is certified by GeoTrust Digital Certificates. Ordering via the internet is arguably much more secure than supplying your credit card details over the phone or the fax. However, should you wish to, transactions via phone or fax are available.

Safety and Security Tips:

Scout Shop is concerned about the safety and security of our customers. Accordingly, we have put a number of technological protections in place to ensure that our transaction process is extremely safe and that our customers' information is secure.

Additionally, Scout Shop takes a number of steps to help ensure that our third-party seller platforms are safe and that our sellers are of the highest quality. However, keep in mind that customer protection is a two-way street. When buying or selling on any online venue, caution must always be practiced.

The overwhelming majority of online transactions are completed without incident. While the possibility of being defrauded by a third-party seller is minimal, there are some risks. Scout Shop has developed the following guidelines to help ensure that your online shopping experience is safe and secure.

Protect your passwords:

If using a public computer or terminal, always log out when you complete an online session.

Keep your passwords private. Remember, anybody who knows your password may access your account.

When creating a password, use at least 8 characters -- a combination of letters and numbers is best. Do not use dictionary words, your name, e-mail address, or other personal information that can be easily obtained. It is also recommended that you frequently change your password. If you need assistance with this, visit our Changing Your Password Help page.

Avoid using the same password for multiple online accounts.

Be wary of unsolicited e-mail and telephone contacts

Scout Shop will never e-mail or call a customer and ask that they disclose or verify their Scout Shop Online password, credit card, or banking account number. Such information should only be submitted when completing an order on  Scout Shop, contacting Scout Shop directly, or when making updates to My Account. If you receive a suspicious e-mail with a link to update your account information, do not click on the link--instead go directly to Scout Shop and then to your account. You can find out more about How to Identify Phishing or Spoofed E-mails from our Help page.

If you are contacted by, or receive an unsolicited e-mail from an unknown entity, and are asked to confirm or provide your password or personal or banking information, disregard the request and follow our guidelines for handling phishing and spoofed e-mails.

 

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