Frequently Asked Questions
Purchasing and Shipping
Most Cookie Dough or cookie credits are redeemable only at the council store that issued them and cannot be used to purchase products from the online store, by mail or for placing a phone order with Girl Scout Merchandise.
To find your local council and inquire about redeeming Cookie Dough or cookie credits use the Council Finder tool.
All orders are subject to review, including credit card authorization and verification. As a result on occasion there may be a slight delay in order processing.
The carriers that may be used are: U.S. Postal Service (USPS), United Parcel Service (UPS) or FedEx. The availability of these carriers is determined by the customer’s shipping address and at the discretion of the Distribution Center.
*Rush, Express, and Overnight shipping may not be available in certain locations. In the event that a Rush, Express, or Overnight order is placed on a day that the GSUSA Distribution center is closed in observance of a Holiday, as the result of a Weather related or other emergency, or other business reason, it will be shipped on the next day the DC is open. Business days are Monday- Friday; Saturday, Sunday and holidays are not considered business days.
The shipping courier will make three attempts to deliver your merchandise. When the package is undeliverable after three attempts and/or not picked up from the local post office after X amount of days, the order will be returned to our distribution center and any fees associated with the return delivery are charged to GSUSA by the carrier.
If merchandise is returned to our distribution center because the package is undeliverable after three attempts and/or not picked up from the local post office after X amount of days a credit will be issued for the cost of merchandise; you will not be credited for shipping and handling costs. You will be responsible for shipping costs in both directions in addition to a 20% restocking fee. The refund process will not begin until after the merchandise has been received and deemed acceptable by the distribution center.
If you refuse delivery of your package, a credit will be issued for the cost of merchandise only. You will be responsible for shipping charges in both directions in addition to a 20% restocking fee. All credits will be applied to the payment method in the original order. The refund process will not begin until after the merchandise has been received and deemed acceptable by the distribution center.
Shipping and handling charges are not refundable; charges include order processing, item selection, packaging and transportation of items. Shipping and handling costs are calculated as shown in the table below:
SHIPPING AND HANDLING CHARGES
*International Shipping charges represent a base rate which includes a surcharge to the Standard Shipping and Handling Charge for orders shipped to the United States & Territories. If additional shipping charges apply due to shipping location and or oversize/heavy items you will be contacted for verification and approval before your order is shipped. Foreign Duty and Taxes are the Customer’s responsibility.
You can check the status of your order by signing into the site and clicking the My Account link.
On the See Orders page, you can check the status of your shipment by clicking directly on the Tracking Number provided.
If you have questions, contact the customer service team:
You can also email your question to our customer service team.
You’ll receive an order confirmation via email when your transaction has been submitted. Please note that we are unable to make changes to your order after it has been accepted for processing. If changes are needed, call our customer service center and provide the order number that appears on your confirmation.
Representatives are available Monday-Friday, 8:00 a.m. - 5:00 p.m. EST.
Within the United States, call (800) 811-9342.
Outside the United States, call (212) 869-1255.
Once you have received your order confirmation email, under most circumstances we are unable to cancel or add to your order. We can, however, cancel a backorder. To cancel a backorder or check if changes can be made call our customer service center and provide the order number that appears on your confirmation.
Please note: if you cancel an item that qualified you for a discount or promotion, you may no longer receive that discount or promotion.
We are required by law to collect tax for orders delivered to many states. If your state requires us to collect tax, the tax will be added to your online order automatically based on the tax codes for your jurisdiction (derived from the ship-to address being used for your order). California orders need to enter the county for taxing purposes.
If you return an item for a refund, you will also receive a refund for the taxes you paid for that item.
Our prices do not include duties or value-added taxes. If assessed, these charges are the responsibility of the package recipient, who will be billed by the local customs office. Please keep this in mind when ordering merchandise to be delivered outside the United States.
We are unable to accept cookie dough from most councils, checks, cash, credit vouchers or debit cards through our online store. To pay by check or inquire about other payment options please contact our customer service department.
We accept the following credit cards:
If we are unable to process your credit card, please check to ensure you entered the correct card number and expiration date, and that the billing name and address entered match your credit card statement. Please refer to your credit card company if the problem persists.
The Girl Scout online shop requests authorization from your bank for the transaction when submitted. In most cases, your bank immediately places a hold on your account for that amount. When your order ships, Girl Scout Shop online 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.
We do our best to process items as soon as they become available. It may take a matter of days or several weeks. To check the approximate availability of an item, call our customer service center and provide the order number that appears on your confirmation.
You can also email your question to our customer service team. Note: Backordered items will only ship Standard delivery.
We process and ship backordered items as soon as they return to stock. You'll be charged for shipping one time, upfront for the entire order which includes the back ordered item(s). Note: Backordered items will only ship standard delivery.
Welcome to the Girl Scout Official Online Store where shopping has never been easier!
Call our customer service center Monday-Friday, 8:00 a.m. - 5:00 p.m. EST to be connected to a customer service representative.
Within the United States (800) 811-9342
Outside the United States (212) 869-1255
Additionally, feel free to email our customer service team with any questions or to report technical difficulties.
Rest assured, all transactions are totally secure on this site!
Unless otherwise stated, all sale and clearance items are final sale and are ineligible for returns or refunds. Offers available on in stock quantities only and not valid on previous purchases. No adjustments will be made.
Semi Annual Clearance Event
*From now - 7/17/17 Retail customers take an additional 50% off of clearance prices on clearance items with coupon code CLEARANCE17. Coupon code “CLEARANCE17” (not case sensitive) must be entered at checkout to receive the discount. No adjustments will be made after order submission. Offer not valid on prior orders, in council stores, or on Council Own items. This promotion cannot be combined with other coupon driven promotions; there is a limit of one coupon code per transaction. This offer is valid only at girlscoutshop.com.
Uniform Policy and Special Award Information
Girl Scouts at each level have one required element (Tunic, Sash or Vest) for the display of official pins and awards which will be required when girls participate in ceremonies or officially represent the Girl Scout Movement.
For all girls, the unifying look includes wearing a choice of a tunic, vest, sash for displaying official pins and awards, combined with their own solid white shirts, khaki pants or skirts and a scarf. For adult members the unifying look of the uniform is a Girl Scout official scarf or tie for men, worn with the official membership pins, combined with their own navy blue business attire.
SPECIAL EARNED AWARDS AND RECOGNITIONS
Most earned awards such as badges and pins by grade level are available for purchase on the official Girl Scout Online Store. Girl Scout badges, patches, awards, and other insignia should be presented, worn, or displayed only after Girl Scouts have completed the requirements outlined in the appropriate program materials.
Special Recognition Awards and the Girl Scout highest awards such as Gold and Silver award items are not available for purchase online. Council verification is needed for these items.
Please purchase Special Recognition and Highest Award items directly from your local Girl Scout Council, Council Shop or through Girl Scout Merchandise.
All insignia are owned by Girl Scouts of the United States of America and are protected by law for use by GSUSA. None of the insignia may be copied, duplicated, or reproduced without prior express written authorization from Girl Scouts of the USA. All rights reserved.
Click on a grade-level below to find out where to place insignia on a Girl Scout uniform.
Girl Scouts of the USA is dedicated to the health and safety of girls and their families and our merchandise products are designed and manufactured to meet or exceed all applicable government product safety standards. Girls and their families can rest assured that product safety is of the utmost concern to us. GSUSA maintains relationships with manufacturers who provide certification that our merchandise meets the guidelines of the US Consumer Products Safety Commission. We require all our vendors to conduct product testing and compliance to meet industry safety standards, whether we are distributing them directly, or through Girl Scout council shops, or through third-party retailers. We are continuously enhancing our compliance programs and safety testing requirements based on the Consumer Products Safety Improvement Act 2008.
If you have any specific questions or concerns regarding the safety of merchandise from GSUSA, please email Productsafetyinquiries@girlscouts.org for a prompt reply.
Returns and Refunds
Within 30 days of receiving your shipment, you may return any item except final-sale and clearance merchandise. For your protection, we recommend that you use United Parcel Service, FedEx or insured Parcel Post, and wrap the package securely.
Mail your return to:
GSM Distribution Center
100 Canfield Avenue
Randolph, NJ 07869
Include a copy of your packing list with a notation indicating:
The exact nature of the problem (damaged, wrong size/color)
The corrective action you are requesting (refund/replacement for a different Size or Color of same item)
Your daytime telephone number and email address
Your order/confirmation number is required for us to process any refund or return and replacement request. Note that we are unable to accommodate exchanges of merchandise purchased online. You will be refunded for the merchandise returned and a new transaction will be entered where you will be charged for the new items.
Shipping and handling charges are not refundable, unless the return resulted from our error. Allow approximately 14 business days after we've received your return for the refund to be processed. You can expect a refund in the same form of payment used for the purchase.
Merchandise purchased online cannot be returned at retail shops. Check with your local retail shop for their return/exchange policy.
Girl Scouts of the USA
GSM Customer Service Department
100 Canfield Avenue
Randolph, NJ 07869-1106
For other Girl Scout non-merchandise related inquiries, please call the Information and Referral Center:
CALL 1- 800 - GSUSA4U (478-7248) or visit us at www.girlscouts.org