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FAQs

Here at the Scout Shop we are committed to providing you with the help and support you need to use this site and make your purchase, with ease. Listed below are list of help desk topics to help you with your query.

 

AJ2028 Pre-Event Merchandise FAQ's

When will I receive it?

This pre-event merchandise is being made-to-order and stock will be limited. Approximate delivery dates will be updated from time-to-time. The first delivery will be end of March 2026.

Can I return it?

Change of mind returns/refunds/exchanges are not available for pre-event merchandise as each garment is made-to-order.

What if I want other items as well?

If you require other items to be shipped prior to your AJ2028 Merch pre-order, then please place a separate order for those other items. Everything you order with your AJ merch will be shipped with your AJ merch when it's ready.

 

One Camp 2026 FAQ

What will I receive as part of my participation kit?

Each paid participant will receive an official short sleeve polo (not for sale) and a official event badge (not for sale).

Can I return my One Camp items for a refund or exchange?

Change of Mind Returns/Refunds/Exchanges are not available on any One Camp Branded Merchandise.

If the item is faulty, we will provide a replacement. A refund will be offered only if there is no replacement available.

When will my Pre Order items be dispatched?

All pre order items will be dispatched from our Melbourne warehouse in Mid March 2026, you will receive a tracking email once the items have been dispatched.

What if I place other non pre order items on my order?

All items on an order with pre order items will be dispatched from our Melbourne warehouse in Mid March 2026, you will receive a tracking email once the items have been dispatched.  If you require other items prior to this date, please place 2 seperate orders.

 

Uniform Requirements

I'm new to Scouts... What do I need?

Our uniform checklist can be downloaded here.

Where do my badges go?

You can download the Badge Placement Guide here.

 

Order Processing and Shipping

Orders are processed Mon-Fri, 8am-3pm. The Distribution Team does not process orders on weekends or public holidays. All parcels are dispatched from the Scout Shop Distribution Centre, Melbourne Australia.

Our carriers of choice are Aramex Couriers and Australia Post.

If your order is received before 1.00pm AEST and is in stock in the warehouse, it will be packed and dispatched the same day using the delivery option selected by you.

In some cases products are not available in the warehouse and will be returned from the Oakleigh Store, this will add up to 48hrs to the dispatch time of your order.

Orders requiring special packaging dispatched the next day. Orders received after 1.00pm AEST will be dispatched by the next working day.

*PLEASE NOTE: If your order is for badges or small items only and is under the value of $30 this will be sent with Australia Post in a standard envelope. These orders can take up to 10 working days to be delivered and are not trackable. If you require your order prior to 10 days please select and pay for either Regular or Express Shipping at checkout.

There are two delivery options available for online orders:

Regular - Free (for orders over $10 containing Scout product)*

Melbourne Metro, Sydney, Canberra, Brisbane, Adelaide Metro can be expected in 3-5 business days.

All other Australian destinations can expect deliveries in 5-10 business days.  

International orders will take longer and depend on the postal service of the destination country.

For orders that do not contain Scout product, Regular Shipping costs $10 for orders under $99. Orders over $99 will receive free Regular Shipping on any product.

Express - $15

Next business day to all Metro areas (excluding Perth & Darwin) and 3-5 business days to most other destinations. Check to see if your postcode is included in the Next Business Day Delivery network. http://auspost.com.au/parcels-mail/delivery-areas.html and click on Express Post Delivery Postcodes.

 

Accessing Restricted/Leader Only Products

Please note not all products available on Scout Shop can be purchased by youth members or non-Leaders. This is because some products are considered specialised in the Scouting community and can only be purchased by section leaders.

Products that are restricted are marked as such. Scout Shop reserves the right to remove and refund them from any order.

 

Authority to Leave

Loss of parcel where Authority to leave has been selected by the customer, is at the customers own risk.  Resending of these lost parcels is at the Scout Shop's discretion.

 

Incorrect Address / Parcel Not Collected

Sometimes we receive returned parcels that have been deemed undeliverable by the Carrier or have not been picked up from either the Post Office or Courier Depot. 

This can be due to an incorrect address.  Please, ensure that the correct information is entered into the relevant field in the Checkout process and that the Shipping Address is correctly spelt with the correct post code (where necessary).  Parcels that return to the Scout Shop and have been incorrectly addressed by the customer may incur a redelivery fee.

 

Tracking My Order

You can view all your orders by logging into the site and then going to My Account – My Orders. This will show you a list of your orders placed on the site with the current status of each order.

If you have any further queries regarding your order, please have your order number on hand and contact the Customer Service Team on (03) 8401 5908 (Mon-Fri, 9am-5pm).

 

Secure Shopping

Your security is our priority. Scout Shop runs on Shopify, one of the world's most trusted e-commerce platforms, which provides industry-standard SSL encryption on every page and transaction. Our domain is additionally protected by Cloudflare, which provides an extra layer of security against threats and ensures your connection to our store is always safe.

Safety and Security Tips:

Protect your password

  • Always log out after using a public or shared computer.
  • Keep your password private - anyone with access to it can access your account.
  • Use a strong password of at least 8 characters, mixing letters and numbers. Avoid personal information or common words.
  • Don't reuse the same password across multiple sites.
  • Change your password regularly.

Watch out for phishing

Scout Shop will never contact you unsolicited to request payment details. If you contact us directly to arrange an exchange, our team may take payment details over the phone at your request.

If you receive a suspicious email claiming to be from Scout Shop, do not click any links - go directly to scoutshop.com.au and navigate from there. If something feels off, contact us at customer.service@scoutshop.com.au.