TLUSA Store Frequently Asked Questions
(updated August 31, 2018)
I've lost a button off of my uniform shirt. Can I get a replacement button?
Yes! Please email email@example.com to request a replacement button. Please provide the type of button you need (placket, collar, etc.), your name, delivery address, and phone number in case a follow-up call is needed.
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.
Why does my shopping cart keep populating with products I've already purchased and awarded?
All products showing on the Purchasable Awards page in TroopTrack will show up in your shopping cart in the store. So, even though you clear the shopping cart, as soon as you leave and then log back in, they will reappear. You can use the “Clear Cart” button to remove everything or you can click on the individual red X’s next to each product to remove one quantity of that product from the cart. Again, the product will reappear the next time you log into the store.
If items have already been ordered, received, and awarded, then you should click the “Purchased” checkbox under the “Record Progress for an Individual” page so it removes it from your Purchasable Awards page, and therefore the shopping cart. Unless this happens, the items will continue to appear in the cart every time a Troop leader with purchasing rights accesses the store.
Does the official Troop Uniform include a hat?
The short answer is, it does not. We officially don't require a hat w/ the uniform, but had two different versions of hats made w/ the same type and color of material as the official Troop uniform.
We offered the tri-color hat (referred to as the Troop Uniform Hat) with the First in Uniform Box Sets as a bonus item and continue to sell it afterwards as supplies last. We also have two different color options for a bi-color hat (referred to as the Trail Life Hat) available for purchase.
Both of those options can be found here.
Do you offer the Troop Uniform hat or the Trail Life USA hat in a youth size?
No, going forward we will not carry two sizes of those particular hats. The sizing difference between the youth and adult is minimal (4 cm) & carrying both negatively affects our ability to place reorders at the required quantities. We have already sold through all of the youth tri-color hats and one of the two color versions on the bi-color hat.
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.
How does shipping work?
Our store uses a flat-rate model of $9.99 per order for any size or value order shipped by any means (UPS or USPS); this also includes all fulfillment and handling fees.
Method of shipping is determined once the order is compiled by the fulfilment company, and are subject to the policies of the respective shipping services; this means it is important for the customer to make sure they are able to receive packages at the shipping address provided and there may be a longer delivery time frame depending on the delivery provider.Additionally, items that are shipped via US Postal Service are not guaranteed; if they are returned to the warehouse the customer will be responsible for the following:
♦ Additional shipping charges to resend the order
♦ Contacting USPS for lost or damaged packages
♦ Contacting USPS for late packages
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?
No, there is no return processing fee, but you are responsible for return shipping costs unless the refund is due to a fulfillment 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!