Frequently Asked Questions

Frequently Asked Questions

How do I start shopping at

CREATE AN ACCOUNT or use our Guest Checkout. 
Note: Guest accounts will not allow access to order history.

Why can I not log in to my account?

In December 2020 was moved to a new platform.  Unfortunately any accounts created under the old platform were not transferable to the new site.  As a result you will need to create a new account.  This will become the account that you use moving forward.

What are the supported browsers to shop at the online store?

  • Optimized for Google Chrome (version 52 or later) - recommended 
  • Apple Safari (version 8 or later) 
  • Microsoft Internet Explorer (IE 11 and Edge) – reported compatibility issues 
  • Mozilla Firefox (version 47 or later) 
  • Opera

What are the uniform guidelines and sizing?

  • A sizing chart is located on the product page in the description.
  • Measure your own garment by laying the item flat on a table then follow the guidelines in the sizing chart.
  • Important: Measurements listed are for the garments. You should use a fabric measuring tape to measure the individual person and then use the measurements listed when choosing the correct size. Be sure to leave a little extra room so the garment isn't too tight.

What if an item is out of stock?

  • If an item is currently out of stock, you will not be able to order or pay for it. 
  • Some out of stock items may also be discontinued items. 
  • Customer Support information is located on the last section of the FAQ’s. 

What methods of payment are accepted?

  • The store accepts Visa, MasterCard, American Express, pre-paid credit cards, or a PayPal account. Note: one payment per transaction.

What taxes are applied to my order?

  • The following chart shows the applicable tax rates, based upon the province the order is being shipped to, within Canada. 
  • We will not collect these taxes on orders from outside Canada. However, the recipient is responsible for the payment of foreign duties and taxes assessed.






Alberta/Northwest Territories/Nunavut/Yukon 





British Columbia 










New Brunswick 










Nova Scotia 










Prince Edward Is. 
















How long will it take to receive my order?

  • All orders are processed within 1- 2 business days but may take longer during the start of the Scouting year when order volumes are high. 
  • Transit time, within Canada, is approximately 2-7 business days depending on shipping address/destination.
  • Tracking your order can be done at the Online Store by clicking on YOUR ACCOUNT or through the Shipping Confirmation email you received when your order shipped. 

Why has my shipping rate increased?

In an effort to reduce our shipping costs we have quoted with all major carriers and negotiated the best possible rates.  This has lowered our rates for most orders however it has increased rates to some areas of Canada depending on their distance from the fulfillment centre.  Our rates reflect what our actual costs are which are dependent on the weight of the order and the postal code of delivery.

Additionally, structuring our shipping rates by weight, as opposed to dollar value of the order, provides better value to our members.  Shipping by weight decreases the shipping rates for larger dollar value orders.  As always we encourage bulk orders wherever possible to save on shipping.

Can an order be changed after it has been placed and paid for?

  • We are unable to add/delete/exchange items or change shipping options after you completed and placed your order. 

What is your policy on Returns, Refunds, and Exchanges?

  • Scouts Canada will accept returns within 30 days of receipt of your order for any products that are in their original and unused conditions. To make a return please follow the following steps:
  1. Indicate the reason for your return on the Packing Slip.  Place the product and the Packing Slip in the original shipping package.
  2. Return the parcel by postal service to the following address:

Scouts Canada

c/o Lowe-Martin

930 Britannia Rd East

Unit Z

Mississauga, ON

L4W 5M7

  1. Scouts Canada will 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.  Otherwise the shipping costs are not refundable.
  2. Refunds will be processed within a reasonable timeframe and the credit will be issued to the original method of payment on the order.
  3. We cannot accept exchanges at this time.  If you wish to make an exchange you will need to re-order the new product.
  • Custom items are not eligible for return. Except as required by applicable law, returns are not permitted for the purchase of gift cards.
  • Items returned after 30 days, from date of order, will not be processed. 
  • Upon receipt of your return, Scouts Canada will assess and determine if the item(s) is/are in a re-saleable condition. Otherwise the item(s) will be returned to the customer and no refund will be processed or issued. 

Why is my gift card not working on the website?

  • Any gift cards or paper gift certificates issued prior to December 2nd, 2020 are not compatible with the updated Shopify platform.  As a result you will need to be issued a new gift certificate code to be able to redeem your balance online.  To request this please send an e-mail to with a photo of your gift certificate or gift card with all digits clearly visible along with your full contact information.  We will confirm the remaining balance on your card in our system, log it, and e-mail you a code worth the same value to be used online.  Once you have confirmation of your code please destroy your gift certificate or gift card as it will no longer carry any value.