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.
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AJ2025 FAQs
When will I get my AJ2025 merchandise order?
We will begin shipping orders from late November 2024. If you include non-AJ2025 items in your order, please note that the whole order will be held until the AJ2025 merchandise stock is available. If you require any non AJ2025 items prior to this date please place a seperate order.
Will I receive any of the AJ2025 Merchandise as a part of my registration Jamboree Kit?
All items available for pre-order are additional merchandise items and will not be given to you as a part of any Event or Contingent packs. The Jamboree kit will consist of a Jamboree Scarf & Woggle, Jamboree Polo, Jamboree Bucket Hat and two badges. Each Contingent will also be providing some of their own merchandise. Please contact your Contingent to confirm what you will receive. None of the pre-order Event or Contingent Collection Merchandise will be included in either kit.
Will merchandise be available to buy on-site at AJ2025?
There will be an on-site AJ2025 Scout Shop in Maryborough that will stock all AJ2025 Official Event Merchandise and the AJ2025 Contingent Collections. All presale products will be available for purchase at this on-site store, unless sold out prior.
Can I order Click & Collect for pick up on-site at AJ2025?
Click & Collect from AJ2025 will be the default delivery method for online pre-orders placed from 30 November 2024. Until this date, all orders will be posted to the specified delivery address (with the expection of international orders, please see below). Please bring a copy of your invoice as proof of purchase when collecting your order from the on-site store. Collection will be available from the on-site store from 6 January 2025.
Can I have my order shipped internationally?
International shipping is available for online orders and can be selected at checkout. However, to ensure you receive your items before the event, we recommend selecting Click & Collect and picking up your order at AJ2025. In order to do this, please populate your billing address as your own address, but your delivery address as:
Your Name (First and Surname)
27 Legacy Road,
Epping VIC 3076
Australia
Please then select the delivery option 'Collect from Epping' and add to the special instructions: "#To be collected by (Enter Name) at AJ2025".
Can I return my pre-order items for a refund or exchange?
Change of Mind Returns/Refunds/Exchanges are not available on any AJ2025 Branded Merchandise or Contingent Collection Merchandise.
If the item is faulty, we will provide a replacement. A refund will be offered only if there is no replacement available.
Size exchanges on merchandise clothing items will be available at the AJ2025 Scout Shop onsite in Maryborough. Please have a copy of your invoice as proof of purchase. No returns or refunds will be available at the AJ2025 Scout Shop onsite in Maryborough.
Can I exchange my AJ2025 Event Polo and Bucket Hat for a different size?
Size exchanges are permitted for the Event issued Polo and Bucket Hat, provided the item/s are unworn and in new condition (exchanges will not be accepted for items that have been been labelled or named).
To exchange your item before the Event, it must be delivered to the Scout Shop at 27 Legacy Road, Epping, VIC 3076 BEFORE Friday 29th November. You will cover the cost of posting the item to the Scout Shop, and we will cover the cost of sending out the replacement. Any items received after the 29th November will not be exchanged.
Size exchanges will also be permitted at the on-site Scout Shop in Maryborough during the FIRST THREE DAYS of AJ. Please come to the Customer Service Desk to arrange your exchange. Exchanges will be subject to the availability of stock.
When will the presale window end?
AJ2025 Merchandise will be available to order online until 29 November 2024. After this date, you will still be able to purchase AJ2025 Merchandise online, but your order will need to be collected from the on-site AJ2025 Scout Shop during the event. Merchandise will be available for sale at the on-site AJ2025 Scout Shop in Maryborough.
When did the Presale start?
The presale has been going since the 9th September 2024.
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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 Aramex Couriers and Australia Post.
If your order is received before 1.00pm AEST and is in stock in the warehouse, it will be packed and dispatched the same day using the delivery option selected by you.
In some cases products are not available in the warehouse and will be returned from the Oakleigh Store, this will add up to 48hrs to the dispatch time of your order.
Orders requiring special packaging dispatched the next day. Orders received after 1.00pm AEST will be dispatched by the next working day.
*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 - Free (for orders over $10, exc large items)
Melbourne Metro, 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 - $10
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.
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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.
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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.
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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 Shop's discretion.
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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.
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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) 8401 5908 (Mon-Fri, 9am - 5pm).
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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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