Frequently Asked Questions

Looking for answers to questions related to the Navy Exchanges? We have compiled the most frequently asked questions from our customers and listed them below. If you still have questions or concerns, feel free to contact us.

  1. Who can shop at the Navy Exchange?
  2. Can I bring a guest into the Navy Exchange?
  3. Can I buy merchandise at the Navy Exchange to sell it to someone who is not an authorized patron?
  4. Does the Navy Exchange offer a price matching program?
  5. Can I place a Special Order for merchandise from the Navy Exchange?
  6. Can Navy members shop at the All-Services Exchange Catalog?
  7. How do I sign up to receive Navy Exchange Sales Circulars at home?
  8. How do I sign up for a Military Star Card?
  9. Can I check my Military Star Card account status on-line?
  10. Can I make my Military Star Card payment on-line?
  11. Does the Navy Exchange offer an on-line gift reminder service?
  12. Can I make Navy Lodge reservations via the internet?
  13. Can I order military uniforms via the internet?
  14. I'd like to sell merchandise to the Navy Exchange. How can I get information on doing business with the Navy Exchange?
  15. What is the Navy Exchange A-OK Student Reward Program?
  16. Why does the Navy Exchange require Social Security numbers for check cashing, layaways, refunds, etc.?
  17. Why can't my Exchange sponsor or support the programs of nonprofit/charitable/service organizations?
  18. What browsers work best with this site?
  19. Does the Navy Exchange sell gift cards?
  20. Can a NEX Gift Card be reused or have more value added to it?
  21. Where can I call if I have any questions regarding my NEX gift card?
  22. What tenders are acceptable for NEX Gift Card purchases?
  23. What transactions can NEX Gift Cards be used for?
  24. Will NEX Gift Cards be used for refunds?
  25. Can NEX Gift Cards be used in the Ships Store and Navy Lodge?
  26. Can a NEX Gift Card be replaced if lost?
  27. Can a NEX Gift Card be redeemed at an AAFES or Marine Corps Exchange?
  28. Does the Navy Exchange accept coupons?

Online Shopping Frequently Asked Questions

  1. Is this site secure?
  2. How long will it take to receive my order?
  3. Why can certain items only be shipped via ground?
  4. How may I check the status of my order?
  5. How may I cancel an order?
  6. How may I return an item?
  7. Need Help with your Return?
  8. Can I use a gift card to make purchases on myNavyExchange.com?
  9. Can I ship one order to multiple locations?
  10. Where may I apply for a Military Star Card?
  11. Whom should I contact if I have a question about my credit card statement?
  12. Who may shop at myNavyExchange.com?
  13. Why am I directed to the authentication page before I can shop on myNavyExchange.com?
  14. What product categories are offered for purchase on myNavyExchange.com?
  15. Advertising Policy



  1. Who can shop at the Navy Exchange?

    For a detailed listing of who is permitted to shop at the Navy Exchange, please see our Authorized Shoppers page.

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  2. Can I bring a guest into the Navy Exchange?

    Due to force protection issues, each local command has different policies. Contact your local exchange for details. Guests are not authorized to make purchases.

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  3. Can I buy merchandise to sell to someone who is not an authorized patron?

    No. Any item purchased in a Navy Exchange must be for the sole use of the authorized customer or for the use of dependent members of the authorized customer's family or a bona fide gift. Exchange merchandise purchased by military personnel or civilians will not be resold or exchanged in barter, on or off a Navy Exchange. Navy Exchange Manual Pub. 145, para. 4207(4).

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  4. Does the Navy Exchange offer a price matching program?

    Advertised Item

    A NEX cashier will match any advertised price reduction up to $100. An NEX supervisor must authorize a price match over $100. Customers may ask for a price adjustment at any cash register in the store.

    The advertised priced may be presented in the form of a printed ad or a mobile marketing device, such as a cell phone or smart phone, from a local competitor. Photographs of an item taken with a cell phone or smart phone will not be accepted.

    Verbal Challenge

    We will also accept a customer’s verbal price challenge for an item with a price difference of $10 or less. You don’t need to bring a copy of a competitor’s advertisement for items under $10.

    Guidelines

    • Overseas NEXs will match the pricing of current mail order catalogs and e-commerce sites from Sears, J.C. Penney, Walmart and any other comparable commercial retailers with e-commerce sites. Freight charges (standard shipping rate and any surcharges, if applicable) are to be added to the competitor’s retail.
    • The NEX Price Match Policy is relevant to service and retail departments with the exception of fine jewelry, automotive parts, automotive labor and service, gasoline and special orders.
    • We will price match tobacco products to local competitors within the local market and same state, but will not match to other military, Coast Guard, Veterans Canteen Service or Indian Reservation resale facilities.
    • A price match challenge pertaining to alcohol can only be accepted from within the same state.
    • In the services departments, the merchandise or service must be the same brand, manufacturer, model number, processing method and service time as the item or service performed by the NEX.
    • The new NEX price will be exactly the same as the competitor’s price.
    • Prices are matched after any NEX savings coupons have been deducted from original price. This is not applicable to manufacturers’ vendor coupons. However, a manufacturer’s coupon cannot exceed the retail price of the product (no cash back).
    • The NEX will match the shelf pricing on any wholesale club merchandise for an identical item.
    • Local market area is defined as the geographic area shopped by local NEX customers, generally not beyond a 20 mile radius.
    • If a competitor’s ad includes the quantity a customer can buy at an advertised price, then the NEX will maintain the same quantity limitations when the NEX meets the ad price.
    • If a competitor’s advertisement indicates “limited quantities,” the NEX will not match the price.
    • The NEX will match a competitor’s promotion of a free gift card or financial gift card with the purchase of an item if the identical item is available for purchase from the NEX.
    • The NEX will match a competitor’s in-store instant rebate amount with the purchase of an identical item from the NEX.
    • Double and triple coupons, clearance, percent and dollar off items, flea market sales, going out of business sales and commissary prices are excluded from the NEX Price Match Policy.
    • The NEX will not match the price of another retailer’s item if that item includes a price reduction involving a manufacturer’s or retailer’s mail-in rebate.

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  5. Can I place a special order for merchandise from the Navy Exchange?

    Yes. Special Orders can be placed for a variety of merchandise to meet your special needs. Special Orders can be placed at the Customer Service Desk at your Navy Exchange. Special Orders are available from a variety of manufacturers, from shoes to major appliances and furniture. A twenty-five percent deposit will be required when you place your Special Order. To view listings of what's available, click here.

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  6. Can Navy members shop at the All-Services Exchange Catalog?

    Yes. The Navy Exchange, along with AAFES, MCX and the Coast Guard Exchange System, is a joint sponsor of the Exchange Mail Order Catalog. You may obtain a copy of this catalog at any Navy Exchange, or by calling, toll free, 1-800-527-2345. The catalog is also available online.

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  7. How do I sign up to receive Navy Exchange mailings?

    You may sign up online. Please allow approximately eight weeks before receiving your first sales circular. You are encouraged to sign up for promotional e-mail and text messages too.

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  8. How do I sign up for a Military Star card?

    There two ways. You may go to your nearest Navy Exchange and show your military
    ID Card. The Customer Service Desk will assist you. In most cases, upon credit approval,
    you will receive a temporary card within minutes. You will receive 10% off your first day's purchases on your new Military Star Card. You may also apply online.

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  9. Can I check my Military Star card account status on-line?

    All you need to do is visit the Military Star Card website. After logging in, click on "Member Services" tab and click on account information. You may also check your account at any time by calling, toll free, 1-877-891-STAR in Conus. 

    All other overseas locations can call collect, 1-214-312-6030. EXCHANGE Credit Customer Service Representative will accept collect calls from our overseas customers. The FAX number is 1-214-312-3040. You can also e-mail anytime at militarystar@aafes.com

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    Germany
    Spain
    Italy
    United Kingdom
    Okinawa
    Korea
    Japan
    Guam
    Belgium
    Norway
    Crete
    Netherlands
    Turkey
    Saudi Arabia
    Panama & Honduras

    0800-812-4690
    900-971-394
    8008-72683
    800-96-1843
    00531-114239
    00308-130663
    00531-114239
    01800-546-7195
    0800-1-6374
    800-14-199
    00-800-18092003452
    0800-022-9614
    Call Collect:
    214-465-6030
    Call collect 214-312-6030

  10. Can I make my Military Star payment on-line?

    Yes. Visit the Military Star Card website. After logging in, click on the "Member Services" tab and click on "Payment Methods".

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  11. Does the Navy Exchange offer an on-line gift reminder service?

    Yes. As part of the Exchange Online Shopping program, a gift reminder service is available. Visit our Online Exchange Catalog. After logging in, click on "Gift Giving" on the lower left navigation bar, then click on "Gifts To Remember". You may enter holidays, birthdays, anniversaries and other special occasions, and an e-mail reminder will be sent to you in plenty of time so that no special event goes unnoticed.

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  12. Can I make a Navy Lodge reservation via the Internet?

    Yes. Navy Lodge Reservations are available for your convenience. Please visit the Navy Lodge section of this site.

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  13. Can I order military uniforms via the Internet?

    Yes. Navy and Marine Corps Uniforms are available for your On-Line shopping convenience. Visit our Online Uniform Store.

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  14. I'd like to sell merchandise to the Navy Exchange. How can I get information on doing business with the Navy Exchange?

    The "Guide To Doing Business With The Navy Exchange" is on-line at www.myNavyExchange.com.  (Click on Vendors) 

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  15. What is the Navy Exchange A-OK Student Reward program?

    All qualified students will participate in a quarterly drawing for monetary awards of $2,500, $1,500, $1,000 or $500 for a total of $5,500 per quarter. Qualified students include family members of active duty members, reservist and military retirees in grades 1-12 who obtains a "B" grade average or equivalent. All eligible students receive an A-OK discount ID which qualifies you for discounts on over 19 items and services at your NEX.

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  16. Why do the Navy Exchanges require social security numbers for check cashing, layaways, refunds, etc.?

    The Navy Exchange uses Social Security numbers to track returned checks and debts owed to the United States Government. The use of Social Security numbers is covered under the Privacy Act which should be clearly posted in the Customer Service Department.

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  17. Why can't my Exchange sponsor or support the programs of nonprofit charitable/service organizations?

    According to the Department of Defense Joint Ethics Regulations (JER), the Navy Exchange Service Command is precluded from endorsing or showing preferential treatment to nonfederal entities.

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  18. What browsers work best with this site?

    This website is designed for use with the most current browsers. If you currently use an old browser version, you may experience technical difficulties with this site.

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  19. Does the Navy Exchange sell gift cards?

    Yes. NEX Gift Cards are available in dollar amounts from $5.00 to $1500.00.

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  20. Can a NEX Gift Card be reused or have more value added to it?

    Yes. NEX Gift Cards may be reused and have value added to them in dollar amounts from $5.00 to $1500.00 as long as the zero account balance does not exceed 30 days. Multiple gift cards may also be consolidated onto one gift card.

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  21. Where can I call if I have any questions regarding my NEX gift card?

    For assistance with NEX Gift Cards, please call toll free, 1-877-839-7114 ( CONUS only). For account balances, you can go online (click here), a card holder may also see a cashier who can scan the NEX Gift Card.

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  22. What tenders are acceptable for NEX Gift Card purchases at NEX stores?

    Cash, check, Traveler's Check, Money Orders, Military Star Card, Visa, MasterCard, Discover, American Express, Gift Certificate, Gift Card and Foreign Currency ( where acceptable).

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  23. What transactions can NEX Gift Cards be used for?

    Sales of merchandise and services including layaway payments and special orders. NEX Gift Cards cannot be used to purchase money orders or Western Union products. Also, NEX Gift Cards may not be used to purchase merchandise and services from NEX concessionaires.

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  24. Will NEX Gift Cards be used for refunds?

    Yes. NEX Gift Cards will be used for all refunds for which a customer does not have a receipt. NEX Gift Cards could also be offered for refunds with receipt at the customer's option.

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  25. Can NEX Gift Cards be used in the Ships Store and Navy Lodge?

    No.

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  26. Can a NEX Gift Card be replaced if lost?

    Unfortunately, no, the gift card is a bearer financial instrument that should be treated as cash.

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  27. Can a NEX Gift Card be redeemed at an AAFES or Marine Corps Exchange?

    Yes. The NEX may also accept gift cards from AAFES or Marine Corps Exchange.

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  28. Does the Navy Exchange accept coupons?

    The NEX gladly accepts valid manufacturer’s coupons and NEX coupons for the item featured on the coupon subject to its terms and conditions..

    1. Conus NEXs, including Pearl Harbor, do not accept any manufacturer’s or NEX coupon that has expired. Overseas NEXs, including Guantanamo Bay, can accept expired cents-off manufacturer’s coupons for up to six months past the coupon expiration date. This will allow patrons in overseas locations to utilize short dated and expired coupons that are often forwarded by support groups in the U.S.
    2. The NEX accepts all NEX generated percent and cents-off coupons. This includes NEX coupons distributed in-store for select products, multi-discount scratch-off cards, NMCRS Benefit Tickets, CFC Benefit Tickets, NEX Facebook coupons, SMS text promotions, and other promotional NEX coupons.
    3. The NEX accepts percent and cents-off coupons from the Army Air Force Exchange System (AAFES), the Marine Corps Exchange System (MCX), and the Coast Guard Exchange System (CGX). These can be percent and cents-off in-store coupons, coupons presented in a coupon book, or printed from Facebook. All coupon terms and conditions apply.
    4. The Navy Exchange accepts scratch-off coupons from the other Military Service Exchanges.
    5. The NEX accepts a manufacturer’s coupon and NEX coupon, or coupon from another Military Exchange Service, on the same item. The combination of the two coupons cannot exceed the price of the product; money is not returned to a customer on the redemption of two coupons which exceeds the price of the product.
    6. The NEX accepts on-line Internet coupons with the exception of Internet coupons for “FREE PRODUCTS” and all cents-off Procter and Gamble (P&G) Internet coupons.
    7. The NEX does not accept any Military Service Exchange coupon for cents off gasoline.
    8. The NEX does not accept coupons offered by other commercial retailers for use in their own stores.
    9. The NEX does not “double” or “triple” the face value of a manufacturer’s coupon. Only one manufacturer’s coupon can be applied to a product in the same transaction.
    10. If the value of the manufacturer’s coupon should exceed the price of the product being purchased, the coupon will be redeemed for the purchase price. In this instance, no cash is given back to the customer; manufacturer’s coupons have no cash value.
    11. The NEX does not accept a commercial retailer’s instant rebate offer as a redeemable coupon at point-of-sale. In this instance, the NEX would accept the instant rebate offer as a price match challenge and honor the instant rebate.
    12. The Navy Exchange ecommerce web site at www.mynavyexchange.com does not accept any coupon offers at this time.

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Online Shopping Frequently Asked Questions

  1. Is this site secure?

    This site uses secure encryption technology to safeguard your credit card and personal information. Secure Sockets Layer (SSL) encryption, used on myNavyExchange.com, is the best identity safeguard technology available today. This layer of protection maintains the safety and security of sensitive information when completing online transactions.

  2. How long will it take to receive my order?

    It depends on which shipping method you choose. Please refer to our Shipping/Delivery page for estimates on shipping times.
    Please note, when choosing your shipping method:

    1. All shipping estimates are in business days.
    2. Purchases shipping to APO/FPO addresses may take up to 60 days to reach to reach their final destination.
    3. Federal Express has no Saturday delivery.
    4. U.S. Post Ofice shipments (including all shipments to APO/FPO addresses) cannot be tracked.

  3. Why can certain items only be shipped via ground?

    Certain items in your order may be considered hazardous material (HAZMAT). Aerosol products, some alcohol-based products, including fragrances and air fresheners, and contents under pressure are required by the U.S. Department of Transportation to be shipped by ground-only transport due to air transport restrictions and regulations. We recommend shipment via FedEx Ground or USPS Ground (Parcel Post) to the contintental United States only. Items considered to be hazardous material may not be shipped to APO or FPO addresses.

  4. How may I check the status of my order?

    You may check the status of your order by clicking "Order Tracking" here or in the links at the bottom of each page, calling customer service from the U.S. at 1-877-810-9030, from overseas at 001-877-432-1736 or by e-mail. Please allow 72 hours for order processing before tracking.

  5. How may I cancel an order?

    If your order hasn't been processed for shipping, you may cancel it by calling a NEX Customer Service Representative from the U.S. at 1- 877-810-9030, from overseas at 001-877-432-1736 or by e-mail.

  6. How may I return an item?

    Please visit our Returns page for complete details on how to return an item.

    Gift Cards:
    Gift Cards may neither be returned nor redeemed for cash.

    Please Allow 14 Days:
    Once your returned merchandise is received at our distribution center, please allow 14 business days for the credit to appear on your credit card statement.

  7. Need Help with your Return?

    Your NEX Customer Service Representatives are available to help 24/7. If you need further assistance with your return, please contact us from the U.S. by phone at 1-877-891-7827, from overseas at 001-877-432-1736 or by e-mail.

  8. Can I use a gift card to make purchases on myNavyExchange.com?

    Gift Cards may not be used to purchase merchandise at this time.

  9. Can I ship one order to multiple locations?

    Yes. It is possible to send one order to multiple locations. Simply add new shipping addresses by clicking "Create Ship To Information" in your shopping cart. Once you have created the new shipping information, choose the correct shipping address for each product in your cart. If you would like to ship the same item to multiple locations, add the item to your cart so that it appears in your cart on separate lines.

  10. Where may I apply for a Military Star Card?

    Click here to apply for a Military Star Card.

  11. Whom should I contact if I have a question about my credit card statement?

    Please contact NEX Accounting from the U.S. at 1-877-810-9030 (press option # 3), from overseas at 001-877-432-1736 ( press option # 3) or email us.

  12. Who may shop at myNavyExchange.com?

    Eligible patrons are those whose information resides in the DEERS (Defense Enrollment Eligibility Reporting System). If you are unsure of your eligibility to shop at myNavyExchange.com, please call 1-800-NAV-EXCH (1-800-628-3924) Monday-Friday , 0900-1600 Eastern time.

  13. Why am I directed to the authentication page before I can shop on myNavyExchange.com?

    In accordance with the Armed Services Exchange Regulation (ASER) DoDI 1330.21, any individual seeking to make a purchase from an exchange shall be positively identified as an authorized patron.

    When you visit your local exchange, your eligibility to shop is determined by viewing your identification and privilege card (DoD Common Access Card). This process is not available in an online setting therefore your status is verified by the Defense Enrollment System (DEERS) by keying the last 4 digits of your social security number and date of birth.

    Your NEX takes your privacy very seriously. We do not retain your social security number outside of the DEERS system and we take every precaution to preserve the security of your personal information.

  14. What product categories are offered for purchase on myNavyExchange.com?
  15. Advertising Policy

    We try to have an adequate amount of stock of advertised items. When out-of-stocks occur, we offer a substitute item at a comparable value. This excludes limited offers and special-purchase items not regularly available at your Navy Exchange. To maximize stock available to our customers, we may limit quantities. We are not responsible for printers' or typographical errors.

    Furthermore, the Navy Exchange Manual (NEM) prohibits the resale of Exchange Merchandise. "Any item purchased in a Navy Exchange must be for the sole use of the authorized customer or for use of dependent members of the authorized customer's family or as a bona fide gift. Exchange merchandise purchased by military personnel or civilians will not be sold or exchanged in barter, on or off a Navy Exchange." (ref NEM Ch#4, sect 4207.4).