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Frequently Asked Questions


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, is the best identity safeguard technology available today. This layer of protection maintains the safety and security of sensitive information when completing online transactions.

Who can shop on the Navy Exchange website?

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

Can I place a special order for merchandise on the Navy Exchange website?

  • Special Orders can be placed to meet your special needs at the Customer Service Desk at your Navy Exchange for 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

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).

Can I make a Navy Lodge reservation via the Internet?

Can I order military uniforms via the Internet?

  • Yes. Navy and Marine Corps Uniforms are available for your online shopping convenience. Visit our Online Uniform Store.

Why do I have to provide an email address for flyer sign ups or to create an account on

  • By creating an account using your email address at, not only do you have access to Navy Exchange quality goods at a savings online, but you can also manage all your communication preferences in your Account online. Communication preferences include receiving promotional emails and physical and digital flyers from Navy Exchange.

How do I sign up to receive Navy Exchange mailings/flyers?

Why can't I see prices on

  • Due to the exclusive nature of our pricing, it is only visible to authorized patrons. Therefore, you need to sign in to your account in order to view pricing. If you are logged in, you will see Welcome [your first name] at the top right side of your screen. If you are not logged in, please click on Sign In/Register and enter your User ID and Password.

How do I search what products you sell?

  • There are several easy ways to search on We have a light blue search bar located on the top right side of our pages where you can enter a key word. For example, if you are looking for cookware, you could enter the word cookware, pot, pan or even a brand (say Rachel Ray for example) and it will give you results that match that key word. You will also notice that we have two tabs in the search results – one provides you with products that match that key word and the second tab provides related searches. To illustrate, if you enter the key word Flowers, you would see 86 products and 3 related results. The related results relate to services, such as FTD flowers.
  • A second way to search our site is to use the words below the NEX logo (begins with the word All), which we refer to as our Mega Menu. By hovering over any of those groupings you can narrow your search by category or featured brands. As an example, if you hover over Electronics, you could click on laptops or Apple, depending on how specific you want to search. Please note that Uniforms and Navy Pride are located just above the Mega Menu (on the right side of your screen below the Search bar).

How do I place an order on without an email address?

  • While the use of the email address is an important feature of ordering online because it allows the system to automatically send you a confirmation email that your order was received and another when it has shipped that contains tracking information, we understand that some customers do not wish to provide one. If you would prefer not to provide an email address, simply call our Customer Contact Center and they will be happy to assist you 24 hours a day, 7 days a week with the exception of Christmas day.

• For callers in the US: 877-810-9030

• For callers located Overseas: 001-877-432-1736

Can I place an order without creating an account?

  • No. Account creation is necessary in order to validate that this benefit is only used by qualified individuals.

How do I contact Customer Service?

  • Our premier customer service center is open 24 hours a day 364 days a year (closed on Christmas Day) to answer questions, assist with placing an order or resolve any issues you may have encountered. For callers in the United States, please call (877) 810-9030. For callers located OCONUS, dial 001-877-432-1736. You can also email our customer service team by clicking on Customer Service at the top of any page and clicking on Send an Email under Contact Us Today.

Do you have live chat?

  • We do not currently offer live chat, however, we are continually updating our site, so please check back for updates.

Does the Navy Exchange offer a price matching program? YES!

NEXCOM Price Matching Policy

  • NEX will match any brick-and-mortar retailer’s advertised price, within the local market area, and qualifying e-commerce sites, on any identical, in-stock item for the customer who makes a request.
  • Fourteen-day price guarantee for any item purchased from the NEX and subsequently sold or advertised at a lower price by the NEX, or any local competitor or qualifying e-commerce sites on any identical item for the customer who makes a request.
  • Items must be identical for the customer to receive the lower price.  The merchandise must be the same brand, manufacturer, size, and model number as the item carried by the NEX. Items that are used, refurbished or being liquidated will not be price matched.  For Softlines, an identical item does not have to be the same size or color, as long as it is the same brand and style.  
  • To ensure adequate inventory for all customers, purchase quantity is limited to one per customer, per item, per day.
  • CONUS:  NEXs will offer price matching to brick-and-mortar commercial retailers with e-commerce sites and Amazon Prime.  NEXs will not price match online only e-commerce sites such as Overstock, Wayfair, Hayneedle and Houzz.  NEXs will not price match prices from, or on behalf of, any Marketplace and third-party sellers.  Freight charges (standard shipping rates and any surcharges, if applicable) will not be added to the price match.
  • OCONUS.  NEXs will offer price matching ONLY to the, Amazon Prime and brick-and-mortar commercial retailers with e-commerce sites and local competitors within a 25-mile radius of main store.  Merchandise must be in-stock only. e-commerce retailers with brick-and-mortar stores must be able to ship to APO, FPO, and DPO mailing addresses.
  • The NEX Price Match Policy is relevant to service and retail departments (including tires purchased when combined with installation) with the following exceptions:  fine jewelry, automotive parts, automotive labor and service, gasoline, and special orders.
  • NEXs CONUS and OCONUS will  NOT price match tobacco products to brick-and-mortar locations or to e-commerce sites, and will not price match to other military, Coast Guard, Veterans Canteen Services or Indian Reservation resale facilities.
  • The new NEX price will be exactly the same as the competitor’s price. Scratch card discounts should be taken AFTER all price matches have been applied to the purchase.
  • Prices are matched after any NEX savings coupons (excluding scratch card) have been deducted from original price.  Cash back is not authorized under the NEX Price Match Policy. Manufacturer’s coupons are not valid for purchases at
  • The NEX will match the shelf pricing on any wholesale club (i.e., Sam’s Club, BJs, Costco) merchandise for an identical item.
  • If a competitor’s advertisement indicates “Limited Quantities,” the NEX will not match the price.
  • The NEX will not match a competitor’s promotion of a free gift card or financial gift card with the purchase of an item.
  • 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.
  • NEXs will accept other Military Service Exchange scratch-off offers, but will follow the current standard NEX exclusions; alcohol and tobacco discounts will always be excluded.
  • The NEX will not match the price on the purchase of any third-party, prepaid gift cards.
  • The NEX matches competitive buy one/get one (BOGO) offers on identical items carried by the NEX.  Regular or sale price must be shown in the competitive offer.  BOGO free offers are handled as a 50% discount on both items; BOGO 50% off offers are handled as a 50% discount on one item only.  If the BOGO offer includes items at different prices, the discount is applied to the lowest priced item.
  • The NEX matches buy one/get another different item free (or at a discount) offers on identical items carried by the NEX.  Price must be shown in a competitive offer.  The appropriate discount will be applied to the item offered free or discounted.
  • The NEX matches “bundle” offers when the NEX carries all identical items in the bundle offer.  A bundle is defined as several items that need to be purchased together to receive the price stated for these items.
  • Price match challenges for merchandise purchased at must be handled by the e-commerce team.  NEX stores will not process price adjustments for merchandise purchased at  You can email our Customer Care Center at 24 hours a day, 7 days a week.
  • Price matches and adjustments to competitors’ prices will not be allowed for prices valid from Thanksgiving Day through the entire week after Thanksgiving.

Can I purchase additional warranty coverage?

  • Yes, we currently offer the Exchange Protection Plans (Keep it New!) for qualifying products. The appropriate Keep it New plan is offered on the product description page for any item that qualifies. You simply need to check the box for the plan that you want and it will be added to your cart. You also have a second opportunity to add a Keep It New plan when viewing your cart at time of checkout. These warranties may also be purchased in-store on qualifying products.

How long will it take to receive my order?

  • Orders are currently shipping from our warehouse near Louisville, KY and Uniforms ship from Pensacola, FL. Shipping estimates are directly tied to the shipping method selected and are approximate. Please refer to our Shipping/Delivery section for more information.
  • All shipping estimates are in business days based on average traffic and do not factor weather conditions, carrier issues or any other unusual circumstances that could potentially impact delivery. We encourage you to order early in order to avoid missing an important event, especially as overall delivery traffic peaks during the holiday season.
  • Purchases shipping to APO/FPO/DPO addresses may take up to 45-60 days to reach their final destination. Using the ship to store option for select OCONUS locations, packages are reaching their destination in 7-10 business days! Check the drop down menu under the Shipping & Pickup tab in the Checkout process for the most up to date ship to store locations.

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 continental United States only. Items considered to be hazardous material may not be shipped to APO or FPO addresses.

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.

If an item is not available, can I backorder it?

  • Due to the seasonality of many of our products, it is often difficult to determine if we are able to obtain additional inventory of certain items. Therefore, we do not offer a backorder option at this time.

Where is the closest store? What hours are they open?

  • In order to locate a store near you, simply go to the top left corner of this page and click on Store Locator. Enter a zip code or state, enter country if OCONUS, and you will see the store options. Once you click on any of the red icons, you will be able to click on Store Details for the store’s address, telephone number and hours of operation.

How do I find a store’s phone number?

  • In order to find a store’s phone number, simply go to the top left corner of this page and click on Store Locator. Enter a zip code or state and you will see the store options. Once you click on any of the red icons, you will be able to click on Store Details for the store’s telephone number.

Does the Navy Exchange have a loyalty or rewards program?

  • Yes! It is called My Navy Blue Rewards!

What is My Navy Blue Rewards?

  • My Navy Blue Rewards is a way for our customers to earn rewards by shopping online at For every $500 spent on (after discounts and coupons and before shipping charges and surcharges), you will receive a $10 reward via email that is redeemable online. Customers are eligible to earn rewards during the following periods:
  1. October 30 through January 28 (Reward distribution: February)
  2. January 29 through April 29 (Reward distribution: May)
  3. April 30 through July 29 (Reward distribution: August)
  4. July 30 through October 28 (Reward distribution: November)
  • Signing up for My Navy Blue Rewards is easy! If you have already created an account on
  1. Sign in to your account on
  2. Choose "My Profile" under the "My Account" dropdown
  3. Provide your email address under Communication Preferences and click "Yes! Email me sales, promos, and events"
  1. Click sign in/register in the upper right hand corner of
  2. Create your account using your DOD ID# (or use the last 4 of your SS# and birthdate)
  3. Click "continue" to access your profile
  4. Provide your email address under Communication Preferences and click "Yes! Email me sales, promos, and events"

What emails will I receive?

  • You are in control of what emails you want to receive. After registering online, you will receive a welcome email with more information on how to select the type of emails you would like to receive. In addition, we send order confirmation and shipping confirmation emails. In order to receive special offers, coupons and promotions, please sign in to your account on and choose “My Profile” under the “My Account” dropdown menu. Simply provide your email address under Communication Preferences and click “Yes! Email me sales, promos and events.” Don’t forget to scroll down and click on the navy blue SAVE button!



Due to the recent update to our system, you will need to re-enter any credit card information stored in your Profile. We value the security of your data and have taken this extra step because we believe we should worry so you don’t have to.

What are the password requirements?

  • Your password must include at least (1) special character, (1) number, (1) uppercase letter, must contain a minimum of 8 characters and a maximum of 15. Special characters include: !@#$%^&*()_+=][{}<,>.?/

How do I change my password?

  • Go to the sign in screen and click on I forgot my password". You will be asked to enter your email address and hit submit. An email will be sent to your inbox for you to enter the new password.

How do I update my stored billing information?

  • To update your billing information, sign in to your account and click on My Account, then Profile. Be sure to click SAVE at the bottom of the page to ensure your updates are stored.

How do I update my stored shipping information?

  • When updating or adding new ship to locations, sign in to your account and click on My Account, then click on Addresses. Each Ship To location has an EDIT and REMOVE button for updates.

What does the ‘Nickname’ field for shipping addresses mean?

  • The Nickname field is an easy way for you to identify an address. This becomes important as you add more addresses to your address book. As an example, you could use ‘Uncle Joe’ as a nickname for an address or ‘Grandkids in NC’. Use something that would easily identify the party you are shipping to.

What is the ‘Nickname’ field for payment method?

  • The payment method nickname is an easy way for you to differentiate your payment types. For example, if you have several Visa credit cards and they offer different reward programs, you could use ‘no interest’ or ‘Disney card’ or any other designation that would make payment selection easier for you.




What are my shipping options?

  • There are currently four shipping options available:
    • Ship to Store
      • 3-5 business days for participating CONUS locations
      • 7-10 business days for participating OCONUS locations
      • 14 business days for shipments to Guantanamo Bay, Cuba
    • Standard shipping, 5-7 business days CONUS
    • Priority shipping, 3-5 business days CONUS
    • Express shipping, 1-2 business days CONUS
  • Please Note: Estimated shipping times are based on orders received prior to 3pm ET on date of order and represents orders that cleared fraud screening. Fraud screening can add an additional 24-48 hours to the processing time, longer if we need to contact you for additional information.
  • Please allow up to 45 days for delivery to OCONUS locations if shipping to an APO/FPO address.
  • If shipping to UAE for dollar values > $270, please allow an additional 7-10 business days. Shipments over this threshold are subject to Military and UAE clearance prior to releasing to the store.
Does offer international shipping?
  • Due to customs and taxation laws and product restrictions and regulations, we currently offer shipping to FPO, APO and DPO addresses.
  • Select OCONUS locations are now participating in the Ship to Store program with 7-10 day delivery. Check the drop down menu under the Shipping & Pickup in the Checkout process for the most up to date listings.




Where do I find my tracking information?

  • Tracking information is located in two places. Tracking information is provided in your shipment confirmation email. You can also locate your tracking information in My Account in your Order History.

How can I make changes to when my package will be delivered?

  • Our knowledgeable staff at the Customer Care Center is the best resource for how to make changes to your package delivery. The Customer Care Center can be reached at US: 877-810-9030 or Overseas: 001-877-432-1736 for assistance.
  • Carriers, such as FedEx, also have services where you can re-route your package to a neighbor, have it held at a FedEx location or request a specific delivery date. More information can be found at under Delivery Manager. You can also discuss with your local Post Office about having packages held for pickup if you will not be home.

My package says delivered but I have not received it – what do I do?

  • We recommend that you check all access points (front door, side doors, garage door) and with neighbors/doormen first. Our Customer Care team is also available 24 hours a day, 7 days a week to assist you by calling US: 877-810-9030 or Overseas: 001-877-432-1736 for assistance.



How long do I have to return an item?

  • Merchandise purchased from can be returned within 45 days of purchase for a refund or even exchange with limited exceptions (see below). In addition, diamond jewelry returns may be subject to an IGI appraisal prior to issuing a refund.
  • Exceptions to the 45 day return policy:
    • Gift cards are non-returnable
    • Pre-recorded movies, video games and computer software are returnable in original unopened factory sealed packaging within 45 days.  If defective, they may be exchanged for identical item only.
    • Rare vintage find handbags under the WGACA (What Goes Around Comes Around) label are not eligible for returns. See full return conditions under WHAT GOES AROUND COMES AROUND section for details.
    • Altered or tailored uniforms
  • Holiday returns: Original purchases made between October 21, 2020 and December 24, 2020 will be accepted as returns through January 23, 2021, even if past the 45-day return policy normally in effect for all merchandise. (Excludes Apple Care plans)

How do I return an item?

  • We believe in hassle-free returns and giving you choices.
  • Choice 1. Return the item(s) to your local NEX store. And best of all, it’s fast and free!
  • Choice 2. Simply use the return label that arrived with your order and place it on the outside of the package you are returning. Please ensure no other barcodes are on your box. This can lead to delays in items being returned to us. If there was an issue with your order, you will not be charged for the return. If you changed your mind, a $7.95 fee will be deducted from your refund. Please allow 3 weeks for your return to reach us and be processed.
  • If you no longer have the return label, simply call the Customer Care Center at 877.810.9030, 24 hours a day 7 days a week (except Christmas Day) to have one emailed or mailed to you.

Can I return or exchange at a store?

  • Great idea – absolutely!

Where do I find my return label?

  • Your return label was placed inside your box at time of shipment. If you do not have it, contact our Customer Care Center at US: 877-810-9030 or Overseas: 001-877-432-1736 for assistance.

Does offer gift packaging?

  • Yes, does offer gift packaging for a limited number of items. Our attractive gift bags are cream colored with a gold Navy Exchange logo. Once the items are placed in the gift bag, it is decorated with cream colored tissue paper.
  • Gift packaging is available at the order level. If items in your cart do not qualify for gift packaging, the option will not be displayed during the checkout process. If at least one of your items qualifies, you will be able to include a gift message with your order.

Why doesn't my order qualify for gift wrapping?

  • There is at least one item in your cart at this time that does not qualify for gift wrapping. Gift wrapping service is available on a limited number of items. For questions regarding qualifying items, please contact a NEX Customer Service Representative from the U..S. at 1-877-810-9030 or from overseas at 001-877-432-1736 or via email.

How do I return an item I received as a gift?

  • If you are an authorized NEX shopper and have base privileges, you can easily return your item to your local NEX store. You can also elect to use the return label that was shipped with your order to return the item to us.
  • Please note: credit is issued against the original form of payment.

What is the holiday return policy?

  • Original purchases made between October 21, 2020 and December 24, 2020 will be accepted as returns through January 23, 2021, even if past the 45-day return policy normally in effect for all merchandise. (Excludes Apple Care plans)




How can I check my gift card balance?

  • There are several ways you can check your NEX gift card balance:
    1. At the top of this page, click on Gift Cards. Scroll down and click on the CHECK BALANCE icon, enter the gift card number and PIN. You will also be asked to enter characters from an image, as an added security measure.
    2. Sign in and go to My Account. On the left navigation panel you will see Check Balance. Click Check Balance and you will be prompted to enter the gift card number and PIN. You will also be asked to enter characters from an image, as an added security measure.

Are gift cards purchased at able to be used at NEX retail locations?

  • Both physical gift cards and new eGift cards (with barcode) are able to be used at NEX retail locations.

How do I redeem a gift card?

  • Gift cards are considered a form of payment. Once you sign in, place items in your cart and go to Checkout. You will select your Ship To information and move to the Payment page, where you can enter your gift card number and PIN located on the back of the card (you may need to remove the silver overlay by scratching it in order to expose the PIN).




What is the Ship to Store program?

  • Ship to Store is a convenient alternative to having packages delivered to your home. On the Shipping screen, use the drop down menu or enter a destination zip code to see if there is a Ship to Store location in your area. Packages that qualify will be shipped directly to the NEX store selected for you to pick up. At the time you place your order, you are also able to specify another alternate individual to pick up your package. The designated person must bring a DOD ID. An alternate pick up person must be identified during the checkout process if you feel someone other than yourself may pick up your package. Stores have been instructed to release packages only to the Ship To person or their alternate pick up person to avoid any unauthorized collection of items.

What stores participate in the Ship to Store option?

  • The current listing of stores is found in the checkout process when selecting Shipping Method. Click on the drop down menu for the most up to date store listing or call an NEX Customer Service Representative from the U.S. at 1-877-810-9030 or from overseas at 001-877-432-1736 or via email.
  • Several OCONUS locations have been added to the Ship to Store program, resulting in a radical improvement in delivery time. Review the drop down menu under the Shipping & Pickup tab in the Checkout process for the latest store listings. New stores will be added based on demand. More information is available here.
  • The Ship to Store program is available at NEX Rota for all persons issued a Tarjeta Especial de Identificacion (“TEI Card”). To pick up a purchase, customers will need to present their TEI card to gain access to the facility.




Can I return items?

  • No, unfortunately all sales are final, no returns.

Where do you get your products?

  • WGACA expert buyers have sourcing partners around the world that look for the most pristine and rare vintage finds. They also buy directly from their vintage-loving clients.

How do I know it’s real?

  • Each designer handbag is inspected from top to bottom by an authenticity expert to ensure it meets all of our standards before it is sent to you. WGACA authenticators have been trained to inspect each bag to ensure that it has authentic materials, hardware, lining, lettering & embossing, codes, cards, packaging and features. We take careful measures to confirm an item's authenticity before placing it on our site for sale.

"My handbag came without a lock or key." What do I do?

  • This happens once in a while. Sometimes the original owners lose the keys or don’t provide the lock and key. It’s easy to remove if taken to a locksmith.

"I can get this bag for less at another store or website." Do you price match?

  • We do not price match. There are a lot of other resellers like Ebay or the Real Real, who have lower prices, but their condition and authenticity standards aren’t as thorough as WGACA. They have been in the business for 25 years and have set a standard in vintage handbags. They’ve done extensive pricing research and feel that their prices are reflective of the bags condition. These bags do not qualify for additional discounts including exemption from scratcher events.

Why are some items priced above retail?

  • Some items may be priced higher than the original retail price due to: Vintage & Rarity. Vintage, limited edition, or special order items may exceed comparable current retail prices because of their market rarity.

Can I use my scratcher?

  • Previously owned vintage luxury handbags are excluded from all scratchers and discounts.

What is your return policy?

  • Items purchased online and in stores are final and may not be exchanged or refunded.

What is a Security Cuff?

  • We place a security tag on each item we sell. It will not damage the handbag or item in anyway, and is easy to remove with scissors. The security cuff is not re-attachable.

How do I get a bag repaired?

  • We urge customers to take their handbag to the Louis Vuitton Service or other brand department to get quality results.



Who is eligible for this benefit?

  • Honorably discharged Veterans of all United States Armed Forces, including the Air Force, Army, Navy, Marines and Coast Guard as well as the Air Force Reserve, Army Reserve, Navy Reserve, Marine Corps Reserve, Coast Guard Reserve and National Guard. This benefit does not extend to dependents.

What is the benefit?

  • Approved Veterans can shop the online exchanges, including Shopping with gives you access to exclusive military pricing and offers, tax-free shopping and more.

When did this benefit take effect?

  • It became effective on Nov. 11, 2017.

Where can I use this benefit?

How do I know if I'm eligible?

  • Click here to sign up for an account.
  • You may be asked to submit discharge paperwork for review to verify your eligibility. This can be for several reasons, but most likely, the record we have for you is missing a type of discharge. You will be provided a link to, a shared service of the four military exchanges, to upload your documentation. This process can take up to several days to complete. You will be notified by VetVerify when your documentation has been reviewed.

My record wasn't found in their database. What can I do?

  • Some records have not yet been digitized – multiple agencies affiliated with the U.S. Department of Veteran Affairs have been working tirelessly to digitize all U.S. military records, but they are not yet complete.
  • Your records may have been lost, misplaced or filed in error. For example, in 1973, approximately 16-18 million Official Military Personnel Files were destroyed by a fire at the National Personnel Records Center (NPRC).
  • If you are not found, you may submit your discharge paperwork for manual review. This process will take some research on the part of the VetVerify team. You will receive an email notification when the review is complete. To begin, go to and submit a new verification form. Thank you for your patience and understanding.
  • The VetVerify customer service team @ 1-844-868-8672 is happy to assist you if you have any further questions.