TLUSA Store Frequently Asked Questions
How do I order awards and advancements?
Detailed instructions (with screenshots) on how to order awards and advancements can be found here.
Why are there products that I am unable to add to my cart?
Advancement products, such as elective badges, patches, branch pins, and stars are available to chartered Troops. Only adult Troop leaders with the ‘present and purchase awards’ privilege in TroopTrack are able to add products to their cart.
If you think you should have this privilege, please contact your Charter Organization Representative.
What about rank awards and required badges? I can't find them anywhere in the store.
Awards that are attached to a Trailman's advancement record (like ranks and certain badges) still have to be documented in TroopTrack. The procedure for documenting advancement hasn't changed; however, the purchasing procedure has. Once you choose to 'Purchase Completed Awards' in TroopTrack, you'll be redirected to the new store where these products will automatically appear in your cart. From this point, you can review these items and choose to checkout or add additional items (pins, uniforms, polos, etc.) to your cart - all in one place.You can even remove these awards from your cart if you decide not to purchase them at this point, and they will automatically reappear in your cart when you return to the store provided they are still marked as completed in TroopTrack.
What is the $5 Fulfillment & Handling Fee?
The $5 Fulfillment & Handling Fee is applied to every store transaction to cover the administrative costs of the fulfillment company. These costs include packaging supplies, the tracking of inventory, storage, customer service, labor to fulfill orders and pack, financial reporting, etc.
Previously, we built those costs into the price of the products. Prices on select products that included this expense have been reduced with the addition of this fee, so most customers will see an overall decrease in costs.
This fee does NOT go to Trail Life USA.
Why am I paying sales tax in Tennessee?
The State of Tennessee requires that we collect sales tax from all sales to buyers in Tennessee. Sales tax is only collected from buyers with shipping addresses in Tennessee.
Can I use my church's tax-exempt number to avoid sales tax on store purchases?
It might be possible to receive an exemption, but our system does not presently allow that override. If you have a valid Certificate of Exemption for one of the states where we collect sales tax and wish to pursue a manual resolution that might result in a process that permits you to purchase without paying sales tax, please contact Store@TrailLifeUSA.com.
Consult a tax professional or the Tennessee or South Carolina Department of Revenue for more information.
Why are shipping costs more expensive than other online retailers, such as Amazon, Walmart, etc.?
Stores like Amazon and Walmart have the power of thousands of orders a day, allowing them to receive rebates from shipping companies. Also, many companies elect to build the price into the product retail price in order to keep the perceived shipping costs low. We prefer to charge lower retails, while providing customers with real-time shipping costs based on the weight of the purchase and the shipping address.
We currently use UPS as our sole shipping provider. While that can translate to higher shipping costs on small, lightweight packages, the cost decreases significantly as more products are purchased.
UPS indicates there is a fuel surcharge for shipping to residential addresses due to residences typically being more remote. You may be able to save on shipping if you have a business or church address to ship to. If so, when saving your shipping addresses try un-checking the 'Residential Address' box (shown below) to see if it might lower your shipping cost. Cost is still dependant on how UPS calculates the shipping to the input address, so you may or may not see a change in shipping costs.
Have you considered using the United States Postal Service for lower rates or additional shipping options?
Yes, we have considered other shipping options. USPS customer service is notoriously difficult to deal with, as well as typically being less reliable in delivery. While they are usually cheaper on orders weighing less than 2 lbs., they become more expensive as more products (and therefore more weight) are added.
We will constantly evaluate shipping options in an effort to provide the best service at the lowest possible prices.
How are returns handled and how long do I have to return a product?
You have 30 days from the receipt of product to initiate the return. You can find our return policy posted here.
Is there a return-processing fee?
Yes, there is a $5 return processing fee, as well as any incurred shipping costs unless the refund is due to a fulfillment or shipping mistake.
The return policy outlines this in more detail.
When should I expect to receive my purchase?
Depending on the time of day the order is placed and the type of shipping selected by the customer, orders will ship out within a day or two of being ordered. Typically an order placed on a Monday, for example, would be processed the following day. Orders placed over the weekend would be processed on the following Monday.
Additionally, items that are embroidered (such as polos, dress shirts, etc.) may have a 7-10 day business day delay.
Exceptions to this are clearly marked, such as Troop Flags/Banners and Booth in a Boxes, which are custom-ordered, and are fulfilled and shipped from a different location. These take longer to ship and do not have any shipping charges added.
Where can I find Troop Number Patches or State Patches for my Troop Uniform?
Troop Number Patches are custom-designed for the Trail Life USA Troop uniform and can be ordered through this link. The Troop Number and State are on a single patch, so you don’t have to sew a bunch of stuff on - just a single patch!