Frequently Asked Questions

Frequently Asked Questions

How do I start shopping at Scoutshop.ca?

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 Scoutshop.ca 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.

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 changed/how are rates determined?

In an effort to offer the lowest possible shipping rates we have worked with our order fulfilment partner, Lowe-Martin, to quote with all major Canadian carriers, including Canada Post.  CANPAR provides the best rates for our purposes.  Rates are based on your postal code and the weight of the shipment, not the size of the package or value of the order.  Structuring our shipping rates this way provides better value to our members.   

In addition, to keep rates as low as possible we have capped the under 10 lb rates.  We also subsidize our rates by not passing along the fuel surcharge which is a fluctuating fee that is part of every shipping charge.  The current fuel surcharge is around a 20% cost in addition to the base rate.  We also continue to offer a $2.50 option for small badge, crest, and pin orders that can be sent by Canada Post Lettermail (fit into a regular envelope without being over 15 mm in thickness or 50 grams in weight).  Free shipping applies on orders valued over $500 and we are working on ways to make bulk orders easier for Groups.

While we strive to maintain our shipping rates occasionally we must update them.  Any increase to rates is done in accordance with updates to the base rates from CANPAR.

Why has a product changed (i.e. different material or colour)?

Occasionally the materials used in our products will change.  This is largely due to supply challenges by our manufacturers and is an attempt to control our prices.  Sometimes materials are no longer available, have lengthy lead times, or have significantly increased in price beyond what is acceptable.  Any adjustments to the materials used in our products are evaluated to ensure both safety and that the quality of the product is not compromised.

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 condition (*see exceptions below).

• To make a return please complete the following steps.

  For defective/damaged items or items shipped in error please contact customer service with pictures, if applicable, for further instructions. You may be asked to dispose of the product or receive a return shipping label. Your original shipping charge may be refunded.

  Returns for any other reason to not qualify for a refund of either the original or return shipping charge.

• 1. Complete the requested information on your enclosed Merchandise Return Form and clearly indicate the reason for return using the codes supplied.

  You can download and print the Merchadise Return Form here:    https://cdn.shopify.com/s/files/1/0035/8658/8772/files/Merchandise_Return_Form-Dec_22_2022.pdf?v=1695668991

• 2. Place the product, with the original product packaging, Merchandise Return Form and the Packing Slip in any shipping package.

• 3. Return the parcel by postal service of your choice to the following address:

  Scouts Canada c/o Lowe-Martin

  930 Britannia Rd East, Unit Z

  Mississauga, ON

  L4W 5M7

  Some gear items sold on Scoutshop.ca come with a manufacturer’s product warranty. More information and the process for filing a warranty claim can be found on each manufacturer’s website.

  Returns will be processed within a reasonable timeframe and the credit will be issued to the original method of payment on the order.

  DUE TO SAFETY CONTROLS PUT IN PLACE BY THE DISTRIBUTION CENTER, IN PERSON RETURNS WILL NOT BE ACCEPTED.

  *We cannot accept exchanges at this time. If you wish to make an exchange you will need to return the product and place a new order.

  Custom and perishable items (such as coffee) are not eligible for return. Returns are not permitted for the purchase of gift cards, except where required by applicable law.

  Upon receipt of your return, Scouts Canada will assess and determine if the item(s) is/are in a re-saleable condition. If not the item(s) will be returned to the customer and no refund will be processed or issued. Items returned after 30 days, from date of delivery, will not be processed.

  If you have further questions about any product warranty, we encourage you to reach out to our customer service department at customercare@scouts.ca or by phone at 1-800-203-7982.

Why is my gift card not working on the website?

• Any gift cards or paper gift certificates issued prior to December 2^nd, 2020 are not compatible with the updated Shopify Scoutshop.ca 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 heather.main@scouts.ca 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.