Frequently Asked Questions
Scoutstuff.org Frequently Asked Questions
Scoutstuff.org Frequently Asked Questions
General Questions
Q. Why don't you show the cart after I add each item?
A. We've found that moving back and forth to the cart after each item is placed is a particular time burden for those users on a dial-up connection. To reduce this time burden, we've eliminated a "jump to the cart" after every item is added.
Q. Why do some of your pages load slowly?
A. Our goal is provide you with the highest quality product photography at our web site. As a result, often pages with product images are a bit larger and may take some time to download in the web page. Please know that we are sensitive to this issue and continually strive to improve the page load times.
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Personal Information - Use and Updating
Q. What will BSA do with my personal information?
A. BSA will use your personal information to communicate with you about your order. Your information will not be shared, exchanged with or sold to any third party. For more detailed information, please view our Privacy Statement.
Q. Where do I view and change my personal information?
A. Once you log in, you can update view and make changes to your personal information using the "My Account" above the masthead at the top of the page.
Q. What information can I view and/or change?
A. You can view and change all of your personal information except your username. You can also view your order status and order history, if orders exist.
Q. Can I change my billing address? Where do I change it?
A. Although your billing address is pre-set to be the same as your physical (shipping) address, we do allow you to change this address either in the "My Account" section or for each order as you check out.
Often individuals have different addresses for credit cards. For example, some individuals have their credit card statements sent to a Post Office Box -- an address different from their physical (shipping) address. By allowing you to change your billing address, we're providing you with the flexibility to use a credit card that has a billing address that's different from your physical (shipping) address, and therefore lessen the likelihood that your credit card will be denied because shipping and billing addresses don't match.
You change your billing address, if necessary, as one of the last steps in your order check-out process.
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Ordering and Order Tracking
Q. What's a promotion code?
A. A promotion code is a special code occassionally offered to allow users to take advantage of promotions.
Q. What's this credit card code?
A. The credit card code is your security code from the card itself. It's the last 3-digits on the back of the credit card, located on the signature panel.
Q. What happens after I place my order?
A. You will receive a confirmation of your order by email after it has been accepted.
Q. I made a mistake on the order I just placed. What do I do?
I need to cancel an order I just placed. What do I do?
A. Click on "My Account" at the top of the page to go to your Account page, and then click on "Order Status and History". Look in the "Status" column for your order's status. If your status says:
"New Order": You can cancel your order online by clicking on the "Order #" of the order you wish to cancel. This order will open, and if you can cancel this order online, you'll see a "Cancel Order" button. Click this button to cancel the order. Your credit card will not be charged, although your bank may hold the authorization for this order for up to five-days. Should you wish to do so, you'll need to create a new order with the corrected items.
"Processing Order": You will need to call Customer Service at 1-800-323-0736 to cancel your order. Please be aware that due to data updates between the web and our order processing systems, we may not be able to cancel or change your order. If we can cancel your order, your credit card will not be charged. If we cannot cancel your order, follow our return procedures to return the merchandise and we'll provide you with an appropriate credit.
"Packing Order": Unfortunately, your order cannot be cancelled at this point. Please follow our return procedures to return the merchandise and we'll provide you with an appropriate credit.
"Order Shipped": Unfortunately, your order cannot be cancelled. Please follow our return procedures to return the merchandise and we'll provide you with an appropriate credit.
Q. I want to add an item to an order I just placed online. What do I do?
A. Follow the procedure provided in the previous question to cancel or change your order.
Q. What happens after I place my order?
A. You will receive a confirmation of your order by email after it has been accepted telling you that we have received your order. Within 24 hours, you will receive a second email confirming the items you have ordered are in stock, and notifying you of any items that may be on temporarily unavailable or no longer available. Finally, you'll receive a third email when your order ships, providing your shipping and tracking information.
You can also view your order status and history, under the "My Account" link at the top of the page.
Q. My shopping cart is empty, but I know I've placed items there?
A. If you're receiving a message that your cart is empty, it's likely because your browser is not set to accept "cookies". The quick fix? Just check your browser setting and enable your cookies.
Q. Why do I need "cookies" to order?
A. Our site is designed to use "cookies" to keep track of the items that you order during your shopping session. When you're ready to check out, all of the items are saved in your shopping cart by using the cookie. If you don't enable cookies in your browser, our site won't remember what you've ordered, therefore making your shopping cart empty.
Q. How do I track my order?
A. To check your order status online you must have an account and login. If you already have an account, click on "My Account" at the top of the page to go to your Account page, and then click on "Order Status and History". Once you're there, simply click on the order number and you will be able to access individual current and past orders.
Q. When I change my billing information, it won't "stick". Why? Is this is website problem?
A. The billing address function has been designed to automatically reset to the default address for the registered participant. We do this because we allow for others to place orders for the participant using the wish list functions. If the individual is placing the order as a gift, say a grandparent for a grandchild, we don't want that grandparent's billing address to remain, so we automatically reset it.
We do understand that this may not be ideal in situations, such as when I parent may be placing an order of a child in your household. However, we believe it does provide an extra layer of privacy and security for all involved in the ordering process.
Q. When my back ordered items came in, I got an email that said you were billing my credit card for the total amount of my original order. Is this correct?
A. You are only billed for the amount of the items that were previously on backorder. We do not bill for an item until it has shipped.
Q. Why haven't I received any email confirmations of my order or my shipping date?
A. The most common cause for customers not receiving email confirmations is the Earthlink or AOL spam blocker set to accept only email messages from email addresses in the address book. If you're using Earthlink, AOL or any other spam control application which only allows email messages from known individuals, please add customerservice@scoustuff.org, if you wish to receive confirmation email messages regarding your order.
Q. How does Debit Card Authorization work?
A. When you make a debit card purchase, Scoutstuff.org requests authorization from your bank for the transaction. Your bank immediately places a hold on your account for that amount. When your merchandise ships, Scoutstuff.org charges your account and the actual withdrawal takes place. If there is a delay in fulfilling your order, we will again request authorization from your bank to verify that funds are still available. If your order is cancelled, you may contact your bank to request an immediate release of the hold placed on your account. Please note it may take your bank several business days to release a hold that they have placed on your account.
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Technical Questions
Q. What are your browser requirements?
A. Scoutstuff.org designed for use with the latest version of Internet Explorer (IE). If you currently use older versions of Internet Explorer, or use Netscape Navigator, Mozilla, or Firefox, you may experience technical difficulties with online ordering from this web site.
To purchase products online at Scoutstuff.org, you must use a browser that is SSL-compliant and has a "secure mode." (To make sure your browser is secure, look for a closed lock or an unbroken key at the bottom of the Shopping Cart Checkout page.) You must also have JavaScript enabled in your browser's preferences. We recommend downloading Microsoft IE 4.0 or later to fully experience our site.
If you continue to access our site with a browser other than those recommended above, key functions such as Checkout (online ordering) and Registration may not work properly.
You can click below to download a browser that will allow you to view our site properly, or give us a call at 1-800-323-0736 to place an order.
Click here to download Microsoft Explorer
Q. What's a "cookie"?
A. Cookies keep track of the items that you order during your shopping session. When you're ready to check out, all of the items are saved in your shopping cart by using the cookie. If you don't enable cookies in your browser, our site won't remember what you've ordered, therefore making your shopping cart empty.
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Wish Lists
Q. What's a Wish List?
A. A Wish List is list of products that someone (you) would like to have. You can use the Wish List as a "shopping list" to identify future purchases you want to make, or share your Wish List with family or friends so they can purchase these items for you.
Q. How do I add items to my Wish List?
A. Nearly every product on Scoutstuff.org carries a button that you can use to add the particular item to your Wish List. The button is blue, and carries the phrase, "+ Wish List". For products where you can order multiple sizes and quantities, such as uniform shirts and shirts, you'll see a "check box" to click in order to add these items to your Wish List.
Q. How do I share my Wish List with others?
A. On your Wish List page, there is a button that carries the phrase, "Share your Wish List". Click this button and follow the instructions on the page to e-mail your Wish List to one or more individuals.
Q. Can my family or friends buy things for me from my Wish List?
A. Yes. When you share your Wish List, the e-mail you send includes a link back to Scoutstuff.org, with an automatic log-in into your account and takes the individual right to the Wish List Page. He or she can add any items to the shopping cart and check out.
A word of caution: When you share your wish list, others have access to your account. However, they cannot change your shipping address or charge anything to your credit card (we don't store your numbers). Any orders placed with your account access will be shipped to the physical address on your account.
Q. How will I know who purchased items from my Wish List?
A. Once an item is purchased from your Wish List, it is removed. You will receive an Order Confirmation e-mail notifying you that someone has placed an order for you. The email will contain the name and a message from the purchaser should he or she decide to provide this information.
Q. I added an item to my Wish List, but it did not show up. Why?
A. This can easily occur on items where you have multiple selections, like uniform shirts, shorts or patrol emblems. Make sure that you have entered a quantity for the item you want to purchase, "click" the check box at the bottom of the page, then "click" the "Add to Cart" button. Often the primary reason for this is that the quantity is not entered or the check box is not marked.
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Gift Cards
Q. What happens to any unused balances after the 2005 National Scout Jamboree?
A. Any unused balances may be redeemed at www.scoutstuff.org after July 1, 2005. Unused balances on Boy Scouts of America Gift Cards do not expire and are not subject to any administrative fees.
Q. Can I buy additional cards at the 2005 National Scout Jamboree?
A. Gift Cards are only available for purchase online at www.scoutstuff.org at the present time.
Q. What happens if I loose my card?
A. Gift cards should be treated as cash and Boy Scouts of America cannot be responsible for any lost or stolen cards. If your card is registered, BSA will do its best to cancel a card and issue a new card for any outstanding balance available at the time you report it lost or stolen. However, we cannot guarantee we will be able to replace the unused funds.
Q. How do I register my card?
A. You should register your card as soon as you receive it at at www.scoutstuff.org, by choosing the Gift Card link in the upper most right of your screen. Click here to register your gift cards
Q. How do I check my card balance?
A. You may check your card balance online at www.Scoutstuff.org, by choosing the Gift Card link in the upper most right of your screen. Click here to check your gift card balance
Q. Can I use this gift card in my local Scout Shop?
A. Not at this time, although we anticipate your being able to do so sometime in early 2006. You can use your gift card on www.scoutstuff.org until June 17, 2005, at the 2005 National Scout Jamboree, and at www.scoutstuff.org after July 1, 2005.
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