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Customer Care

Shipping/Customer Care

We Care for our Customers!

Welcome to the Scout Shop On-Line Store. This is your one-stop-shop for thousands of exciting products designed to make the most of your Scouting and outdoor experiences. Name brand camping equipment; outdoor gear; uniforms, accessories and badges - you'll find them all here, just like at any of our regular Scout Shops. You'll experience the same high standards of service, but never have to leave your home. Please feel free to drop us a line with any questions at customercare@scouts.ca. Our experts are available to serve you, and your feedback is always welcome!

Safe, Secure Transactions

To protect your personal and credit card information when you purchase an item, the Scout Shop On-Line Store encrypts and transmits the data using Secure Sockets Layer (SSL) technology and 256-bit RSA encryption. This technology is used by millions of ecommerce web sites, and other sites which accept personal information. It is a protocol developed to ensure secure internet transactions, and represents the industry standard for security. Secure Sockets Layer works by using a private key to encrypt data that's transferred over the SSL connection. Your purchase data is only decrypted at the point when we are ready to charge to your credit card and ship your order; so you may feel doubly secure.

Payment Options

  • Online orders may be paid by Visa, Mastercard or American Express credit cards.
  • Orders will be charged in Canadian funds and will be executed within 24-48 hours after payment confirmation.
  • Orders may also be placed by email, phone, fax or regular mail.
E-mail: customercare@scouts.ca
Phone: 1-866-535-6556
Fax: 1-613-224-3571
Mail:
Scouts Canada, Mail Order Department
1345 Baseline Road
Ottawa, Ontario, K2C 0A7

Taxes

Applicable provincial and federal taxes are applied to your order based on the shipping location.

Tax Tables

  GST PST HST
Alberta 5% - -
British Columbia - - 12%
Manitoba 5% 8% -
New Brunswick - - 13%
Newfoundland & Labrador - - 13%
Northwest Territories 5% - -
Nova Scotia - - 15%
Nunavut 5% - -
Ontario - - 13%
Prince Edward Island 5% 10% -
Quebec 5% 9.975% -
Saskatchewan 5% 5% -
Yukon Territories 5% - -

* In Quebec and PEI the GST is included in the provincial sales tax base.

Shipping

Canadian Mail Orders

  • All Scout Shop Canadian mail orders are processed Monday through Friday from 8:30 - 4:30 EST, excluding regular holidays. Orders are sent by Expedited Parcel Post, Express Post or Priority Courier. Please note that a signature will be required for all deliveries. Shipping and handling charges are subject to all applicable taxes.
  • The value of the order is based on the pre-tax value of the merchandise and does not include the purchase of gift certificates.
  • Whenever possible we will give special considerations to small orders that are made up of only program badges.
  • Applicable provincial and federal taxes are applied to your order based on the shipping location.
  • If your order cannot be completed due to a back order we will contact you to determine a course of action; please be sure to provide us with an email address for order contact purposes only.
  • Oversized items are excluded from the standard shipping costs; these costs must be quoted based on their final destination. Please be sure to provide us with an email address.

 

Shipping and Handling for Canadian Orders

 

Order Value Expedited Parcel Service
(8 - 11 Days)
Express Post
(3 - 4 Days)
Priority Courier
(2 - 3 Days)
Up to $49.99 $9.50 $13.00 $16.00
$50.00 - $99.99 $12.50 $15.50 $18.50
$100.00 - $149.99 $15.00 $18.00 $21.00
$150.00 - $199.99 $17.50 $20.50 $23.50
$200.00 - $299.99 $20.00 $23.00 $26.00
$300.00 - $499.99 $22.50 $25.50 $28.50
Over $500.00 FREE $32.50 $39.00

 

USA & International Mail Orders

 

  • All US and International mail orders are processed Monday through Friday from 8:30 - 4:30 EST, excluding holidays. Shipping and handling charges for US and International orders are based on the destination country and the total weight of the order. We will contact you by email to confirm the final shipping and handling cost options. Please ensure that you have entered your correct email address with your login information. We will not process the order until we have heard back from you confirming to us the shipping and handling charges that you have been quoted.
  • Your order may be subject to custom and duties which are payable by you upon receipt of your order. Charges differ from country to country so you may want to check with your local customs officials for more information on customs and duties.
  • If your order cannot be completed due to a back order, we will contact you to determine a course of action; please be sure to provide us with an email address for order contact purposes only.
  • Oversized items are excluded from the standard shipping costs; these costs must be quoted based on their final destination. Please be sure to provide us with an email address.

Returns

Our policy is a full return within 30 days if the product is unused and accompanied by a receipt. If you are not satisfied with your order and wish to return all or parts of the order please follow these steps:

  1. We ask that all returns be sent back with a REGISTERED AUTHORIZATION number. To obtain a RA number you need to send a request by email to customercare@scouts.ca. Please make sure that your correspondence has your name, invoice number, date of purchase and a list of the items you wish to return. To help speed up the process please include a brief reason for the return.
  2. Once you have the RA number please place the product and invoice in the original shipping package and return the pre-paid parcel by postal service to the address indicated in the email.
  3. Scouts Canada will be pleased to refund any shipping costs for your original order and the return if the product was defective, damaged or if an error was made while processing the order.
  4. Refunds will be processed within a reasonable timeframe and the credit will be issued to the original purchasing credit card.

Questions

Should you have any questions regarding shipping and returns or to cancel an order please contact us at by email at customercare@scouts.ca.