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Frequently Asked Questions

E-COMMERCE

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?

  • ‚ÄčSpecial 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.

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.

Why do I have to provide an email address for flyer sign ups or to create an account on www.mynavyexchange.com?

  • By creating an account using your email address at www.mynavyexchange.com, 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 myNavyExchange.com?

  • 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 myNavyExchange.com. 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 myNavyExchange.com 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!

NEX Low Price Promise Price Matching Policy

The NEX is committed to offering its customers low prices every day. If you happen to find a lower price in a local competitor’s store, ad, or on certain major online sites (see below for qualifying sites), we’ll match the price! Some exclusions apply.

The NEX will match the regular, every day shelf price or advertised price in a local competitor’s current ad.

  • If the difference is $10 or less, the price will be matched on the spot. No competitor’s ad or other proof is required.
  • If the price of the item is lower by more than $10, the price must be verified by a NEX associate or supervisor.
  • An advertised price may be presented to the NEX in the form of a printed ad or displayed on a mobile marketing device such as a tablet computer or smartphone.
  • Photographs (digital or otherwise) of an item price taken with a cell or smartphone do not qualify as an ad

Online Competitor Price Matching

The NEX will match the price on the online sites of Walmart.com, Target.com, Amazon.com, BestBuy.com, Sears.com, ToysRUs.com or BabiesRUs.com only. Prices of third parties doing business on these websites will not be matched.

  • If you see a lower price on one of the online sites listed above and the price difference is $10 or less, the price will be matched on the spot. No proof is required.
  • If you see a lower price on one of the online sites listed above and the price difference is more than $10, the price must be verified by a NEX associate or supervisor.

The qualifying competitive online price may be presented on a mobile device such as a tablet computer or smart phone. Freight charges (standard shipping rates and any surcharges, if applicable) will not be added to the competitor’s price for matching. Printed copies of a web site are not acceptable.

Price Match General Guidelines

  • The item must be the identical brand name, size, weight, color, quantity/contents, and model number.
  • Competitor’s online items must be in stock at the time a price match is requested.
  • Price must be valid at the time the price match is requested.
  • Retail price must be shown on the competitor website or print ad. Prices may be validated by a NEX associate.
  • “Marketplace” prices: Price matched items must be shipped and sold by Walmart.com, Target.com, Amazon.com, BestBuy.com, Sears.com, ToysRUs.com or BabiesRUs.com; prices from third party sellers on these websites will not be matched.
  • Competitor catalogs can be matched as long as the catalog displays a current date, retail price and meets all other competitor ad match qualifications.
  • The NEX will match a competitor’s in-store instant rebate amount with the purchase of an identical item from the NEX.
  • The NEX will match a competitors’ 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 matches competitive buy one/get one offers on identical items carried by the NEX. Regular or sale price must be shown in the competitive offer. Buy one/get one free offers are handled as a 50% discount on both items; buy one/get one offers at 50% off are handled as a 50% discount on one item only. If the buy one/get one 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 competitive offer. The appropriate discount will be applied to the offered free or discounted item.
  • The NEX matches “bundle” offers when the NEX carries all identical items in the bundle offer.
  • Alcohol products pricing matched only in same state.
  • Limit of one price match for items over $50 per customer.

Price Match Exclusions

  • 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.
  • Not valid on competitors’ limited quantities.
  • Not valid on double/triple coupons, clearance, refurbished goods, percent/dollar off items, flea market sales, going out of business sales and commissary prices.
  • Not available on fine jewelry, automotive parts, automotive labor and service, gasoline, prepaid gift cards, tobacco, or special orders.

Local Retail Competitors

Local retail competitor stores must be located within 20 miles of a NEX store.

Use of Coupons when Price Matching

You can also use coupons when price matching.

  • NEX coupons will be applied before the price match is made. If the competitor’s price is still lower than the price after the NEX coupon has been deducted, the ad match can be adjusted to match the competitor's price.
  • Manufacturer coupons will be applied after the price match is made.
  • When using both NEX and manufacturer coupons, the NEX coupon will be applied before the price match is made. If the competitor’s price is still lower than the price after the NEX coupon has been deducted, the NEX price will be adjusted to match the competitor's price. Once the price match is determined, a manufacturer coupon will be applied to the new price.

14 Day Price Guarantee

  • If you buy a qualifying item at a NEX then find the identical item for less within 14 days in the NEX ad, a local competitor’s ad or at a qualifying on line retailer (Target.com, Amazon.com, Walmart.com, BestBuy.com, ToysRUs.com, BabiesRUs.com), we’ll match the price.
  • Bring in your original NEX store receipt and proof of the current lower price as described above.
  • Apply for a Price Guarantee adjustment at the NEX Customer Service desk.
  • Items for which you have received a lower price under the NEX Price Match Policy may be placed on layaway.
  • Items already on layaway also qualify for a price reduction due to a competitor’s lower price or the NEX 14-day price guarantee. You must make the request for the price reduction at the NEX Customer Service desk.

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 Columbus, OH. 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 myNavyExchange.com. For every $500 spent on myNavyExchange.com (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 myNavyExchange.com:
  1. Sign in to your account on myNavyExchange.com
  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 myNavyExchange.com
  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 myNavyExchange.com 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!

 

MY ACCOUNT

 

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?

  • In order to change your password, sign in to your account and click on My Account, then Password. You will be asked to enter your old password first, then enter the new password twice. Be sure to click SAVE at the bottom of the page to ensure your updates are store.

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.

 

SHIPPING

 

What are my shipping options?

  • There are currently four shipping options available:

• Standard shipping, 5-7 business days CONUS

• Priority shipping, 3-5 business days CONUS

• Express shipping, 1-3 business days CONUS

• 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.

  • 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.

Holiday Shipping Information

Shipping early during the holiday season is always a good idea - no one can predict weather related issues and small package carriers are being asked to deliver more and more packages direct to residential customers. Here is our guideline, based on collaboration with our delivery carriers for Holiday 2017:

Last Day to Ship OCONUS Monday, December 11th
Last Day Standard Shipping Saturday, December 16th
Last Day Priority Shipping Wednesday, December 20th
Last Day Overnight Shipping Thursday, December 21st

Please note that orders must be placed prior to 3pm ET to be processed and shipped that day.

Does myNavyExchange.com 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.

 

TRACKING

 

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 fedex.com 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.

 

RETURNS

 

How long do I have to return an item?

  • Merchandise purchased from myNavyExchange.com can be returned within 45 days of purchase for a refund or even exchange. Diamond jewelry returns may be subject to an IGI appraisal prior to issuing a refund. Exceptions to the 45 day NEX Customer Return Policy are pre-paid cards, music, phone and gift cards, which are not returnable. Pre-recorded movies, music, video games, and computer software are returnable in original unopened factory sealed packaging within 45 days. If defective, they may be exchanged for an identical item.

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 located on the packing list that came with your order, complete the return form, place it in a box and securely package the item(s) to be returned. 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.

Can I return or exchange at a store?

  • Great idea – absolutely!

Where do I find my return label?

  • Your return label is located on the packing list that was inside your package. 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 myNavyExchange.com offer gift packaging?

  • Yes, myNavyExchange.com 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.

 

GIFT CARDS

 

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 myNavyExchange.com able to be used at NEX retail locations?

  • Physical gift cards purchased at myNavyExchange.com are able to be used at NEX retail locations. At this time, eGift cards are only redeemable online at myNavyExchange.com.

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).

 

SHIP TO STORE

 

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.