Frequently Asked Questions

1. Who can shop at the Navy Exchange?
2. Can I bring a guest into the Navy Exchange?
3. Does the Navy Exchange offer a price matching program?
4. Can I place a Special Order for merchandise from the Navy Exchange?
5. Can Navy members shop at the All-Services Exchange Catalog?
6. How do I sign up to receive Navy Exchange Sales Circulars at home?
7. How do I sign up for a Military Star Card?
8. How can I track my All-services Exchange order?
9. Can I check my Military Star Card account status on-line?
10. Can I make my Military Star Card payment on-line?
11. Does the Navy Exchange offer an on-line gift reminder service?
12. Can I make Navy Lodge reservations via the internet?
13. Can I order military uniforms via the internet?
14. I'd like to sell merchandise to the Navy Exchange. How can I get information on doing business with the Navy Exchange?
15. What is the Navy Exchange A-OK Student Reward Program?
16. Why does the Navy Exchange require Social Security numbers for check cashing, layaways, refunds, etc.?
17. Why can't my Exchange sponsor or support the programs of nonprofit/charitable/service organizations?
18. What browsers work best with this site?
19. Does the Navy Exchange sell gift cards?
20. Can a NEX Gift Card be reused or have more value added to it?
21. Where can I call if I have any questions regarding my NEX gift card?
22. What tenders are acceptable for NEX Gift Card purchases?
23. What transactions can NEX Gift Cards be used for?
24. Will NEX Gift Cards be used for refunds?
25. Can NEX Gift Cards be used in the Ships Store and Navy Lodge?
26. Can a NEX Gift Card be replaced if lost?
27. Can a NEX Gift Card be redeemed at an AAFES or Marine Corps Exchange?

Online Shopping Frequently Asked Questions

1. Is this site secure?
2. How may I check the status of my order?
3. How may I cancel an order?
4. How may I return an item?
5. Need Help with your Return?
6. Can I use a gift card to make purchases on myNavyExchange.com?
7. Can I order more than 99 units of a single product?
8. Can I ship one order to multiple locations?
9. Where may I apply for a Military Star Card?
10. Whom should I contact if I have a question about my credit card statement?
11. Who may shop at myNavyExchange.com?
12. Why am I directed to the authentication page before I can shop on myNavyExchange.com?
13. What product categories are offered for purchase on myNavyExchange.com?

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

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2. Can I bring a guest into the Navy Exchange?
   Due to force protection issues, each local command has different policies. Contact your local exchange for details. Guests are not authorized to make purchases.

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3. Does the Navy Exchange offer a price matching program?
   Yes. The Navy Exchange offers a pricing program. We will match the price of any identical in-stock item sold locally - same brand, manufacturer, size, and model number. The Navy Exchange also offers a 14 Day Price Guarantee on any item originally purchased from the Navy Exchange and subsequently sold at a lower price by the Exchange or any local competitor.

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4. Can I place a special order for merchandise from the Navy Exchange?
   Yes. Special Orders can be placed for a variety of merchandise to meet your special needs. Special Orders can be placed at the Customer Service Desk at your Navy Exchange. Special Orders are available from 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.

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5. Can Navy members shop at the All-Services Exchange Catalog?
   Yes. The Navy Exchange, along with AAFES, MCX and the Coast Guard Exchange System, is a joint sponsor of the Exchange Mail Order Catalog. You may obtain a copy of this catalog at any Navy Exchange, or by calling, toll free, 1-800-527-2345. The catalog is also available online.

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6. How do I sign up to receive Navy Exchange mailings?
   You may sign up online. Please allow approximately eight weeks before receiving your first sales circular. You are encouraged to sign up for promotional e-mail and text messages too.

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7. How do I sign up for a Military Star card?
   There two ways. You may go to your nearest Navy Exchange and show your military
   ID Card. The Customer Service Desk will assist you. In most cases, upon credit approval,
   you will receive a temporary card within minutes. You will receive 10% off your first day's purchases on your new Military Star Card. You may also apply online.

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8. How can I track my All-Services Exchange order?
   Yes. The Exchange Catalog is available for your on-line shopping convenience. In addition to regular merchandise, you may purchase gift certificates, weekly specials and closeout items. Click here for Online Shopping.

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9. Can I check my Military Star card account status on-line?

   All you need to do is visit the Military Star Card website. After logging in, click on "Member Services" tab and click on account information. You may also check your account at any time by calling, toll free, 1-877-891-STAR in Conus.  All other overseas locations can call collect, 1-214-312-6030. EXCHANGE Credit Customer Service Representative will accept collect calls from our overseas customers. The FAX number is 1-214-312-3040. You can also e-mail anytime at militarystar@aafes.com [back to top]

   Germany Spain Italy United Kingdom Okinawa Korea Japan Guam Belgium Norway Crete Netherlands Turkey Saudi Arabia Panama & Honduras

   0800-812-4690 900-971-394 8008-72683 800-96-1843 00531-114239 00308-130663 00531-114239 01800-546-7195 0800-1-6374 800-14-199 00-800-18092003452 0800-022-9614 Call Collect: 214-465-6030 Call collect 214-312-6030

10. Can I make my Military Star payment on-line?
    Yes. Visit the Military Star Card website. After logging in, click on the "Member Services" tab and click on "Payment Methods".[back to top]

11. Does the Navy Exchange offer an on-line gift reminder service?
    Yes. As part of the Exchange Online Shopping program, a gift reminder service is available. Visit our Online Exchange Catalog. After logging in, click on "Gift Giving" on the lower left navigation bar, then click on "Gifts To Remember". You may enter holidays, birthdays, anniversaries and other special occasions, and an e-mail reminder will be sent to you in plenty of time so that no special event goes unnoticed.

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12. Can I make a Navy Lodge reservation via the Internet?
    Yes. Navy Lodge Reservations are available for your convenience. Please visit the Navy Lodge section of this site.

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13. Can I order military uniforms via the Internet?
    Yes. Navy and Marine Corps Uniforms are available for your On-Line shopping convenience. Visit our Online Uniform Store.

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14. I'd like to sell merchandise to the Navy Exchange. How can I get information on doing business with the Navy Exchange?
    The "Guide To Doing Business With The Navy Exchange" is on-line at www.myNavyExchange.com.  (Click on Vendors) 
    
    

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15. What is the Navy Exchange A-OK Student Reward program?
    It's a chance for dependent children of active duty members, reservist and military retirees who are full-time students with an overall grade point average of "B" or better to win savings bonds and get a coupon card for Navy Exchange merchandise. All qualified students can participate in a quarterly drawing for four US savings bonds in the following denominations at maturity, (1) $5000; (1) $3000; (1) $2000; and (1) $1000, totaling $11,000 per quarter. It's our way of encouraging children to do well in school. See your local Navy Exchange for more details.

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16. Why do the Navy Exchanges require social security numbers for check cashing, layaways, refunds, etc.?
    The Navy Exchange uses Social Security numbers to track returned checks and debts owed to the United States Government. The use of Social Security numbers is covered under the Privacy Act which should be clearly posted in the Customer Service Department.

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17. Why can't my Exchange sponsor or support the programs of nonprofit charitable/service organizations?
    According to the Department of Defense Joint Ethics Regulations (JER), the Navy Exchange Service Command is precluded from endorsing or showing preferential treatment to nonfederal entities.

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18. What browsers work best with this site?
    This website is designed for use with the most current browsers. If you currently use an old browser version, you may experience technical difficulties with this site.

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19. Does the Navy Exchange sell gift cards?
    Yes. NEX Gift Cards are available in dollar amounts from $5.00 to $1500.00. You may also purchase gift cards online.

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20. Can a NEX Gift Card be reused or have more value added to it?
    Yes. NEX Gift Cards may be reused and have value added to them in dollar amounts from $5.00 to $1500.00 as long as the zero account balance does not exceed 30 days. Multiple gift cards may also be consolidated onto one gift card.

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21. Where can I call if I have any questions regarding my NEX gift card?
    For assistance with NEX Gift Cards, please call toll free, 1-877-839-7114 ( CONUS only). For account balances, you can go online (click here), a card holder may also see a cashier who can scan the NEX Gift Card.

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22. What tenders are acceptable for NEX Gift Card purchases at NEX stores?
    Cash, check, Traveler's Check, Money Orders, Military Star Card, Visa, MasterCard, Discover, American Express, Gift Certificate, Gift Card and Foreign Currency ( where acceptable).

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23. What transactions can NEX Gift Cards be used for?
    Sales of merchandise and services including layaway payments and special orders. NEX Gift Cards cannot be used to purchase money orders or Western Union products. Also, NEX Gift Cards may not be used to purchase merchandise and services from NEX concessionaires.

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24. Will NEX Gift Cards be used for refunds?
    Yes. NEX Gift Cards will be used for all refunds for which a customer does not have a receipt. NEX Gift Cards could also be offered for refunds with receipt at the customer's option.

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25. Can NEX Gift Cards be used in the Ships Store and Navy Lodge?
    No.

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26. Can a NEX Gift Card be replaced if lost?
    Unfortunately, no, the gift card is a bearer financial instrument that should be treated as cash.

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27. Can a NEX Gift Card be redeemed at an AAFES or Marine Corps Exchange?
    Yes. The NEX may also accept gift cards from AAFES or Marine Corps Exchange

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Online Shopping Frequently Asked Questions

1. 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.
   
   
2. How may I check the status of my order?
   You may check the status of your order by clicking "Order Tracking" here or in the links at the bottom of each page, calling customer service from the U.S. at 1-877-810-9030, from overseas at 001-877-432-1736 or by e-mail.
   
   
3. 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.
   
   
4. How may I return an item?
   Please visit our Returns page for complete details on how to return an item.
   
   Gift Cards:
   Gift Cards may neither be returned nor redeemed for cash.
   
   Please Allow 14 Days:
   Once your returned merchandise is received at our distribution center, please allow 14 business days for the credit to appear on your credit card statement.
   
   
5. Need Help with your Return?
   Your NEX Customer Service Representatives are available to help 24/7. If you need further assistance with your return, please contact us from the U.S. by phone at 1-877-810-9030, from overseas at 001-877-432-1736 or by e-mail.
   
   
6. Can I use a gift card to make purchases on myNavyExchange.com?
   Gift Cards may not be used to purchase merchandise at this time.
   
   
7. Can I order more than 99 units of a single product?
   Yes. If you wish to order more than 99 units of a single item, please add the item to your cart in multiples of 99 until you reach the quantity needed.
   
   
8. Can I ship one order to multiple locations?
   Yes. It is possible to send one order to multiple locations. Simply add new shipping addresses by clicking "Create Ship To Information" in your shopping cart. Once you have created the new shipping information, choose the correct shipping address for each product in your cart. If you would like to ship the same item to multiple locations, add the item to your cart so that it appears in your cart on separate lines.
   
   
9. Where may I apply for a Military Star Card?
   Click here to apply for a Military Star Card.
   
   
10. Whom should I contact if I have a question about my credit card statement?
    Please contact NEX Accounting from the U.S. at 1-877-810-9030 (press option # 3), from overseas at 001-877-432-1736 ( press option # 3) or email us.
    
    
11. Who may shop at myNavyExchange.com?
    Eligible patrons are those whose information resides in the DEERS (Defense Enrollment Eligibility Reporting System). If you are unsure of your eligibility to shop at myNavyExchange.com, please call 1-800-NAV-EXCH (1-800-628-3924) Monday-Friday , 0900-1600 Eastern time.
    
    
12. Why am I directed to the authentication page before I can shop on myNavyExchange.com?
    In accordance with the Armed Services Exchange Regulation (ASER) DoDI 1330.21, any individual seeking to make a purchase from an exchange shall be positively identified as an authorized patron.
    
    When you visit your local exchange, your eligibility to shop is determined by viewing your identification and privilege card (DoD Common Access Card). This process is not available in an online setting therefore your status is verified by the Defense Enrollment System (DEERS) by keying the last 4 digits of your social security number and date of birth.
    
    Your NEX takes your privacy very seriously. We do not retain your social security number outside of the DEERS system and we take every precaution to preserve the security of your personal information.
    
    
13. What product categories are offered for purchase on myNavyExchange.com?
    Tactical Gear
    Athletic Shoes
    Fitness
    Motorcycle Safety Gear
    Navy Pride